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In 2005 I was hired by SchoolDude as a Client Adviser. Growing up in the tech support and implementation side of the business, I gained a unique appreciation for the challenges and opportunities facing facility operations professionals at schools. In 2009 the Dude created a Success Management team, where I was fortunate to lead a small team responsible for engaging clients, assessing their opportunities, and helping to maximize their investment. In 2012 started wearing two big hats - Community Engagement Manager and Chief Data Dude. Today I'm very excited to be managing our Client Support team. My passion lies in leading this team of legendary support professionals, connecting peers in SchoolDude Nation, creating a valuable Community experience, and telling stories with data that inspire success in Facility Operations.
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Knowing this can help IT professionals prepare and educate customers as the year comes to an end, and hopefully help level out the trend.
To help alleviate the issue:
-Identify which areas are causing the most User Education tickets. Are there a few individuals that could benefit from enhanced documentation or professional development? Are there certain assets that cause an issue?Once you identify the source/s, you can take steps to correct the issues.
- Send weekly emails to customers with tips for resolving common IT problems that occur that time of year
-Schedule monthly trainings with customers during busy season to ensure incident resolution tips stay fresh in their mind.
Want to know how your organization compares? Start using Purpose Codes in your ITDirect account today! Call our Legendary Support team for help getting started.