ISC service(s) or programs/projects: I manage the ISC Client Care Service Desk and Tier 1 support teams within Technology Services and IT Community Events.
Length of time in ISC: Joined ISC and Penn in 2008
Previous work experience: 20+ years in telecom for a regional bank (now Wells Fargo)
Tell us about a challenge at Penn that made you proud to be part of ISC.
In 2013, I was part of the project team that combined the members of two individual teams into one — the group now known as ISC Client Care — and established our operations plan. While it was challenging, we launched Client Care in October 2014, successfully providing Penn’s IT support community with a single point of contact. Additionally, we established solid relationships with the many ISC service providers, and now have a Tier 1 team or a subject-matter expert for every ISC service. This achievement has made me proud to be a part of the ISC team.
What’s an interesting technical or business problem you’ve faced with ISC?
When COVID emerged and we began working remotely, we had to find a way to work together, communicate effectively, and stay engaged. As a service desk, we needed to communicate constantly with each other throughout the day. Our top priority was providing outstanding service to our clients and service teams, and Microsoft Teams was the perfect tool. We created Teams channels according to supported services and anticipated issues, so our staff and the other ISC staff from relevant services could stay in touch without being overwhelmed with non-related messages. We still use those channels today, which has greatly helped strengthen our relationships with our service teams.
What do you like best about working with clients?
I enjoy interacting with IT staff members from all over campus; hearing their unique perspectives and gaining insight into their experiences is fascinating. Not only that, but being able to assist them in resolving their issues or fulfilling their requests is incredibly rewarding.
What lasting effects did the pandemic have on your role and your work?
It’s incredible how much our perspectives can change in the face of unexpected challenges. Before COVID, I never would have believed that my team could work entirely remotely and still be just as productive as they are on campus. But now, after seeing their hard work and success, I have complete confidence in our ability to adapt to this hybrid work environment. I’m proud of my team and grateful for the lessons we’ve learned together.
What do you appreciate most about the time you spend on campus?
I enjoy walking around campus, especially at certain times of the year. I love seeing and socializing with my team and others on campus. I like to go to the shops when I can. But when I'm home, I miss the restaurants and food trucks.
What are you passionate about in your free time?
About a year ago, we brought home our new puppy, Jameson, and we are all completely head over heels for him. I like hanging out in the kitchen and experimenting with new recipes. (Plenty have failed, but I still enjoy it!) I also love gardening and caring for my houseplants and outdoor gardens. Lastly, I am attempting to teach myself how to knit. While I've been crocheting since I was a child, I wanted to challenge myself with a new skill.
What would you like people at Penn to know about you?
If you are in the area, swing by and say hello! You can find me at 3401 Walnut, on the second floor of the A Wing.