Mobile Support: Getting Unstuck

with Roy Atkinson , Chad Goulette ,
Tuesday, Feb 18, 2014

Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised customer expectations, a greater variety of devices and apps, more diversity, and increased call volumes. With much of the most important infrastructure sitting outside the control of the enterprise, mobility requires a new set of rules.

In this interactive panel discussion, Roy Atkinson, Brian Reed, and Chad Goulette will discuss the five-step best practices for enabling mobile support, examine current trends, highlight the latest tools, and share how the higher education world, where supporting all kinds of devices has become mandatory, addresses the challenges and successes of supporting a mobile customer base.

View the Webcast Recording

Mobile Support: Getting Unstuck

About Our Speaker(s)

Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson
Director of Technology Support Services
Chad Goulette has provided IT Support and consulting for more than 15 years, having worked in different industries such as government and Higher Education. He currently serves as The Director of Technology Support Services at St. John Fisher College in Rochester, NY. Additionally, Chad is an Adjunct Instructor of Computer Science at Finger Lakes Community College near Rochester, NY and has taught there for more than 15 years. He is currently the VP of Fincnce for the Western and Central NY chapter of HDI.

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