Webinar: Evolving from Reactive to Proactive Support at USF

IT at higher education institutions is an obvious tough feat with having to support past and present students, onboarding students each year, staff, and more. Hear from University of San Francisco's Director of Client Support Services, Nikki Wright share her experience moving her support desk from a purely reactive mode to a more client-focused, proactive environment.

In this 30-minute webinar Nikki will:

  • Describe how she brought about a cultural shift, improved staff retention, and used analytics and process review to reduce the Incident backlog and make service groups more responsive to their backlogs.
  • Highlight major overhauls of often-criticized computer ordering and delivery processes trough staff training, thorough process review, and analytic focus on all stages of fulfillment that allow her to continually monitor progress, communicate status, and adjust temporary staffing levels as needed.
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Nikki Wright
Director of Client Support Services,
University of San Francisco

Nikki has over 15 years of experience in VIP Client Service and IT Service Management, and also provides consultations for employers to evaluate teams to achieve target client satisfaction rates. She has extensive skills in evaluating hardware, software, and incorporating client needs. As the Director of Client Support Services, Nikki oversees the ITS Estore, Computer Refresh program, ITS Service Learning, Hardware and Software computing standards, Office Moves, Adds and Changes, Service Management, Computer Donation Program, ITS emergency communication and focuses on the overall continuous improvement of all front line services. 

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Jim Uomini
Customer Success Manager,
Numerify

As a member of Numerify’s Customer Success Management team, Jim Uomini helps customers implement Numerify products and create the specific analytics they need. Jim was a ServiceNow administrator/developer for seven years and four-time Knowledge conference speaker. He has 30 years of experience in the IT industry as a support analyst, project manager, trainer, support manager, technical writer/editor, and application administrator.