- Overview
- Speakers
Breaking Down the Silos: Building Collaboration From the Front Lines - Webinar
Where: Webinar/Virtual
When: Tuesday, September 22, 2026
11:00 a.m. -12:00 p.m. ET
Note: Login instructions will be sent directly from Zoom prior to the event. If you have not received login instructions by 4:00 p.m. the day before the webinar, please check your spam folder. If you still have not received the login details, please email nercomp@nercomp.org.
Workshop Organizers: Rachel Feinmesser of Yale University
Registration Fee:
NERCOMP Member: Free
Non-Member: $45.00
Event Overview:
What happens when frontline IT professionals from across a decentralized organization are given the opportunity to connect, share experiences, and learn from one another? At Yale, a panel created for the 2024 One IT Conference did more than spark a great conversation—it became the foundation for an ongoing community of practice. This session will explore how Yale brought together frontline support staff from across distributed IT units, elevated their voices, and turned a one-time event into sustained cross-unit collaboration. Participants will leave with practical ideas for breaking down silos, strengthening relationships, and creating opportunities for frontline staff to shape how IT support evolves.
Session Outcomes:
By the end of this session, participants will be able to:
- Identify practical, sustainable strategies for breaking down silos and encouraging collaboration across decentralized IT support teams.
- Explore ways to elevate frontline voices and incorporate frontline perspectives into conversations, decisions, and service improvements.
- Design an engaging and inclusive panel or breakout experience that builds relationships and creates momentum for collaboration beyond the event itself.
Registration Cancellation Policy:
By clicking the 'Register Now button, you are indicating a commitment to attend and will be held responsible for the registration fee. Your fee can be refunded if you notify us of a cancellation at least 2 days prior to the event via email to nercomp@nercomp.org
Accessibility
NERCOMP strives to make its online offerings and in-person workshops accessible to all registrants. Please contact us should you have an accessibility need. We've worked to provide resources that are accessible to as many people as possible, and if you encounter any issues while attending our events, please contact us at accessibility@nercomp.org or at 860-345-2081 to request assistance.
Rachel Feinmesser
As the Associate Director for FAS SEAS IT Support, Rachel Feinmesser leads technology services and frontline support for faculty and staff across the Faculty of Arts and Sciences and the School of Engineering and Applied Sciences. She focuses on strategic service delivery, cross-unit collaboration, and cultivating a support environment that enables exceptional teaching, research, and administrative work. Her leadership centers on reliability, partnership, and a human-centered approach to IT.
Brian Howard
Brian Howard has been a front-line support provider at Yale University for over 28 years. He is currently a Client & Technologies Administrator Level 3. Brian excels in providing quality and reliable support for many specialty devices and servers around Yale Campus. Brian has been married to his wife Manon for 29 years, and they have 2 children, Connor and Cole. Brian is a BBQ enthusiast, a Combat Robotics Fan, a Champion Cornhole player, and a very streaky bowler!
Shane Sapiente
Shane Sapiente is an IT Support Technician 2 with FAS-SEAS Technology at Yale, providing frontline technical support, deployment, and faculty computing services across the Faculty of Arts and Sciences and the School of Engineering & Applied Science. He has spent several years working to bridge Yale's distributed IT units, building relationships among frontline technicians and fostering a sustained community of practice centered on shared strategies and mutual support. He holds a B.A. in Organizational Leadership from University of Massachusetts Global and is currently pursuing an M.S. in IT Project Management at the University of Maryland Global Campus.
Robert Roman
Robert Roman is the Manager of Endpoint Services for Yale University Library in New Haven, Connecticut. He supports the Library’s desktops and hardware lifecycle, audio/visual services, and emerging local AI initiatives—partnering with staff to deliver reliable, secure, and user-centered technology across a complex academic environment. Robert holds a BS in Computer Science from John Jay College, and outside of work, he enjoys rock climbing and exploring philosophy, AI, and quantum computing.