Speaker: Frank Furnari

Frank Furnari is the Service Desk Manager at Boston University Medical Campus Information Technology. Frank started working at BU in 1999 as a student employee and has had a variety of responsibilities over the years. His team supports the 3500 faculty and staff of the BU Medical Campus, providing first and second tier technical support. During his tenure at BU, he’s helped manage two Exchange migrations and three Service Desk ticketing software implementations. He is a trained facilitator, Six Sigma Green Belt, and has earned both HDI Support Center Manager and ITIL Foundations certifications. Frank holds a BA and MBA from BU. Frank serves on the board of The Wellesley Players, a community theatre based in Wellesley, MA, managing the Players’ box office and social media presence, in addition to various technical aspects of productions.


Speaker: Patricia Jones

Patricia Jones is Assistant Director of Computing Support Services at Bridgewater State University. She is responsible for the IT Helpdesk as well as desktop technicians. She has been involved with IT customer service, working at and managing helpdesks in corporate and academic environments for over 20 years. Prior to coming to BSU she managed the DOE helpdesk and computer support. She was involved in the creation of the computer support helpline and authored many of the procedures that made the new helpdesk become very successful.