Phil Ray and Rick Getchell from the University of Michigan will speak to Migrating a Contact Center from On-Premise to Cloud. They will provide details of their experience at University of Michigan's Information and Technology Services.
Phil Ray has served in higher education IT for more than 25 years. After 16 years working closely with faculty, staff, and students in smaller campus units, he moved to University of Michigan’s Information and Technology Services unit, serving 95,000 university employees and students. In 2015 he took on the role of service center director, leading a team of 45 who provide tier-1 assistance for a broad portfolio of IT services including compute and network; enterprise administration; teaching and learning; and identities and access. Phil also serves as the organization’s process owner for incident, request, and knowledge.
Rick Getchell leads the continuous improvement practice in the University of Michigan’s ITS Service Center. Over the course of 20+ years in IT at U-M, Rick has focused on customer service, collaboration, flexibility, and process improvement as constant themes. In previous roles at the University of Michigan, Rick managed part of UM’s information security program and was Director of Infrastructure Services / Desktop Support at the UM School of Dentistry.