Speaker: Cathy Bergren

Cathy is the Director of Service Delivery at CT. Distance Learning Consortium. She is responsible for the technical and academic call centers and delivery of services across the organization. She is ITIL certified and has completed HDI Support Center Director training. Prior to joining CTDLC, Cathy was responsible for managing the relationships of Oracle and PeopleSoft’s strategic customers, including BYU and Cal State University Systems. Cathy has over 17 years of experience in IT support services. Cathy has presented at NERCOMP and as an account manager she often presented at Oracle events and executive client meetings.

Speaker: Bill Burnes

Bill is the Technical Support Manager at the CT Distance Learning Consortium. He oversees the day-to-day operations of the Technical Support division of the CTDLC Support Center. His team (primarily student workers) provides remote support for various Learning Management Systems and web-based applications. Among Bill's responsibilities are the onboarding, training and retention of the tech support team, acting as the point of contact between client representatives and the Support Center, and ensuring that the team provides quality customer service with a "smile in their voice".

Speaker: Shauncey Coleman

Shauncey is a second year graduate student who has worked at the technology center at Quinnipiac University for three years. In her current position as the STAR program coordinator, Shauncey works with the program manager to assist in interviewing and hiring student employees, designing and assisting in STAR training program, creating and publishing weekly schedules, providing oversight and guidance and acting as a resource for all STAR employees.

Speaker: Les Cropley

Les is the Support Center Manager at the Connecticut Distance Learning Consortium (CTDLC). Les has been managing support centers for the last 20 years. His experience includes managing support centers of various sizes from 10 employees to 250 employees. His background is of support centers have many backgrounds, from the banking industries, optical and sign printing industry to higher education.

Les is responsible for managing a student worker support center to assist college students with financial aid services at multiple colleges. Les is also responsible for continuing training with the technical support and financial aid support centers. Les receives his B.S. degree in December in Management and Leadership with a Minor in Business Administration.

Speaker: Stephanie Javarauckas

Stephanie Javarauckas is a junior at Quinnipiac University, located in Hamden, Connecticut. Stephanie has been working at her Technology Center since Fall of 2014 and started as a Supervisor in January of 2015. When she is not working, she is pursuing a double degree in both Legal Studies and Women Studies. She is planning on attending law school immediately following her undergraduate tenure, where she will study criminal law and women's advocacy.

Speaker: Heather Davis Lam

Heather has over 15 years of experience in the student employment field, having been a student worker throughout her undergraduate experience, a Graduate Teaching Assistant, and presently employing and managing students at Worcester Polytechnic Institute (WPI). She is currently an Associate Sales Operations Manager for the Corporate and Professional Education (CPE) office at WPI, and received her MBA from Stetson University, and a Master of Science in Marketing degree from the University of South Florida.

WPI’s CPE student workers are given opportunities to work with leading industry software, like Salesforce.com, and are trained on job skills that will help them succeed in the workplace after graduation. Heather utilizes her undergraduate degree in education to develop training curriculum and projects that will help the students complete necessary tasks, while simultaneously mastering essential work and management proficiencies.
She believes that the student employment process is a learning experience that works both ways. It enables the students to grow and mature in a safe working environment, while introducing the supervisor to new ideas, processes, and ways of thinking that are beneficial for the university.

Speaker: Andrew Lyons

Andrew is an IT Support Specialist in ITS Client Support Services at the University at Albany. He supports the University’s enterprise services, mostly through phone or remote support, and has managed the student Tech Consultant staff for the walk-up HelpDesk and Information Commons computing areas since 2010. The team of 20 to 25 Tech Consultants supports connecting devices to UAlbany services, the computing equipment offered, accessing accounts, and many other questions that come in.

Speaker: Bill Murphy

Bill is the Technology Center Manager at Quinnipiac University. He is responsible for the daily operation and management of the Technology Centers on all 3 of Quinnipiac University’s Campuses. He is also responsible for the operation and management of the student worker program. Bill has his undergraduate and graduate degrees from Quinnipiac University. Bill was a student worker himself when he was working on his undergraduate degree and was hired fulltime in 2007. He has a unique perspective on the student worker program and loves working with the student workers.