May 15-17, 2017
Mark your calendar for this year's TDX Client Summit in Chicago.

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Conference Schedule & Details

11:00 AM – 1:00 PMRegistration
11:00 AM – 1:00 PMPre-Event WorkshopsWorkshops are limited to max. 12 attendees each.
• Knowledge Centered Support – Room 711
• Service Management Across Campus – Room 714
• Web Services Integration – Room 723
1:00 PM – 2:00 PMOpening KeynoteIan Khan, Futurist, TEDx Speaker, PMP
2:00 PM – 3:30 PM“Trends in Higher Ed IT” CIO PanelTom Pagano, CIO, Johnson County Community College
Ray V. Lefebvre, VP of IT and CIO, Bridgewater State University
Rhonda Spells-Fentry, VP, Enterprise Technology/CIO, Prince George’s Community College
Kenneth Libutti, CBO – IT, Broward College
Param Bedi, CIO, Bucknell University
3:30 PM – 4:00 PMRefreshment Break
4:00 PM – 5:30 PMTDX Strategic VisionExecutive Team
5:30 PM – 7:30 PMNetworking Reception – Feinberg Theater Landing
7:30 AM – 8:30 AMBreakfast
8:30 AM – 9:20 AMBreakout Sessions

Manhattan College’s Foray Into Project Management via TeamDynamix Cardwall & Desktop Dashboards – Room 421


Richard Musal & Gregory Qualieni, Manhattan College

Turning Chaos into Clockwork at the University of Windsor: Harnessing the Power of TeamDynamix Assets/CIs and Knowledge Base Modules to Build your CMDB – Room 423Bodek Frak, University of Windsor
Wichita State University’s “Shocker” Fast TeamDynamix Rollout! – Feinberg TheaterWarren Glore & Carole Higgins, Wichita State University
Expanding Service Management Across Campus – a Step by Step Approach – Feinberg TheaterGerard Hennelly, Implementation Consultant, TeamDynamix
9:30 AM – 10:30 AMBreakout Sessions

How to Use TDX to Run a Project Using Non-Project Oriented Teams – Feinberg Theater



Driving Portal Adoption at Texas Woman’s University: “If a service portal launches and no one uses it, does anyone hear you scream?” – Room 421Heather Davis, Texas Woman’s University
How the Office of Institutional Effectiveness at Manhattan College has Implemented TeamDynamix – Room 423Steve Celin & Dora Moreira, Manhattan College
10:30 AM – 11:00 AMRefreshment Break
11:00 AM – 12:00 PMTDX Solution Update – TheaterPresented by TeamDynamix
12:00 PM – 2:00 PMLunch, Crown Hall – 9th Floor
2:00 PM – 2:50 PMBreakout Sessions

“It’ll just take 10 minutes:” Time Tracking & Managing IT Demand at Road Scholar – Feinberg Theater


Katie Ingalls, Road Scholar

How Centralization and Shared Services Drive Eff iciency at Florida Atlantic University – Room 421Ann Edvaldsson & Jennifer Turner, Florida Atlantic University
Gen Z – Serving Today’s Student Expectations & Pathways – Room 423Presented by Blackboard
3:00 PM – 3:50 PMBreakout Sessions

Building and Managing a Work Breakdown Structure via TDX – Feinberg Theater


John Borwick, TeamDynamix

The Changing Landscape of Change Management at Miami University – Room 421Jeff Toaddy, Miami University
Revolutionize Your Endpoint Management: How To Do More With Less – Room 423Presented by Kaseya
Roundtable Discussion
4:00 PM – 4:15 PMRefreshment Break
4:15 PM – 5:15 PMBreakout Sessions

PPM Open Forum – Room 421


Open Forum

ITIL and Change Management – Feinberg TheaterPresented by ITSM Academy
0 to 70 in 30: How Passion and Power Fueled Bowdoin College’s Rapid Deployment of TDX – Room 423
6:30 PM – 10:00 PMNetworking Dinner at House of Blues
7:30 AM – 8:30 AMBreakfast
8:30 AM – 9:30 AMITSM Open Forum – Feinberg TheaterPresented by TeamDynamix
9:30 AM – 10:30 AMBreakout Sessions

How Michigan Technological University’s Media Tech Group Uses TDX Project Planning to Manage Equipment & Maintenance – Feinberg Theater

Dave Chard & Steve Blackburn, Michigan Technological University
Adopting Active Support and Moving Past Email at Bowling Green State University – Room 421Patrick Lisk & Nick Rodgers, Bowling Green State University
Keep Hackers Out of Your Service Desk – Room 423Donald Hasson, Director of ITSM Product Management, Bomgar
10:30 AM – 11:00 AMRefreshment Break
11:00 AM – 12:00 PMBreakout Sessions

User Synchronization Utilizing the TeamDynamix REST API at Colorado State University – Room 421


Jonathan Apodaca, Colorado State University

Project Initiation Through Execution with TDX at Miami University – Room 423Linda Lack, Miami University
Is Knowledge-Centered Support a Good Choice? – Feinberg TheaterMulti-Institution Panel
12:00 PM – 2:00 PMLunch, Crown Hall – 9th Floor
2:00 PM  – 2:50 PMBreakout Session

Expanding Across Campus: How TDX Empowers the Full Institution – Feinberg Theater



The Widening Service Gap – Room 423 Presented by Blackboard
3:00 PM – 3:30 PMConference Wrap-Up

On Monday, May 15th, we kick off the 2017 Client Summit with a plenary session that features a keynote speaker focused on keeping up with the pace of change.  This will be followed by a CIO Panel focused on “Trends in Higher Ed IT.”  Then, on Tuesday, May 16th, we are offering a CIO track aimed at bringing together Higher Ed IT leaders in a roundtable format.

Tuesday, May 16th – CIO Track – Room 707

8:30 – 9:30: Expanding Service Management in Higher Ed: Doing It Right

9:30 – 10:30: Critical Success Factors For Moving From A Technology To An IT Services Company

10:30 – 11:00: Break

11:00 – 12:00: How To “Jazz Up” IT Leadership, Structures & Systems To Accelerate Value

12:00 – 2:00: Lunch

2:00 – 3:00: Transform IT from a Cost Center into a Highly-Respected Service Delivery Organization

3:00 – 4:00: TDX Strategic Vision Roundtable

4:00 – 4:15: Break

4:15 – 5:15: 2017 CIO Trends Report: What CIOs need to know

6:30 – 10:00: Networking Dinner – House Of Blues


Patrick Lisk, Manager of Client Services
Nick Rodgers, Applications Development Supervisor

Patrick has been working for Bowling Green for over 10 years in the client services area. His background includes positions at each level of the service desk and user training groups. He currently manages the on campus Service Desk.

Nick has been working for BGSU for 5 years. Nick has had a wide variety of experience in IT, including support, development, networking, and workstation deployment. He currently manages the team responsible for Bomgar, TeamDynamix, OnBase, and Sharepoint at BGSU.

Michigan Technological University

Dave Chard, Director, Media Technology Services
Steve Blackburn, IT Project Manager

Dave Chard is a native of Ishpeming, MI, and served for four years in the U.S. Army and three years in the National Guard. He graduated from Northern Michigan University with a degree in Electronics Technology and has worked at Michigan Tech for over 17 years.

Steve has a bachelor’s degree in Civil Engineering from Michigan State University and an MS in Industrial Administration from Purdue. Prior to joining Michigan Tech, Steve spent over 20 years at a major healthcare manufacturer in IT and related functional areas, primarily in Program and Project Management.


Heather Davis, Business Analyst

TeamDynamix is Davis’ third implementation project, preceded by Hobsons Apply at the University of Kentucky and Google Apps for Education at Texas Woman’s University. A self-proclaimed email ninja, Davis writes novels in her spare time. She applies the #1 rule of writing to technology training and presentations: don’t bore your audience.

Manhattan College

Gregory Quaglieni, IT Support Specialist
Steve Celin, Institutional Research Analyst
Dora Moreira, Academic Assessment Coordinator and Director of E-Portfolios

Gregory Quaglieni is an IT Support Specialist that currently manages the ITS-Operations office at Manhattan College. His main roles include managing Student Technology And Resource Specialists (STARS), resource allocation, implementation/use of management tools, research, develop, and deploy technology for classrooms and computer labs, manage software license inventory, document all work activity in Ticketing/Project management system thoroughly, and document procedures related to daily tasks as well as new system implementation. As a newcomer to the office in October 2015 and because Operations is a brand new department in ITS, he has an enthusiastic approach towards the way Operations is run and can speak on the successes of his prior jobs.

Steve Celin came to Manhattan College in 2014 from Fordham University. He has worked in Higher Ed for the past 3  years. Steve is responsible for reporting institutional metrics to stakeholders within the Manhattan College community.

Dora Moreira came to Manhattan College in 2015 from Manhattanville College. She has worked in the E-Portfolio field for the past 4 years. Dora is responsible for tracking assessment activities across campus.

Western Kentucky University

Kaliegh Belda, Knowledge Coordinator

Kaliegh Belda is Knowledge Coordinator for Western Kentucky University’s IT division.  She is responsible for the knowledge management strategy. This includes coordinating quality knowledge sharing, promoting and guiding knowledge creation, knowledge base development and maintenance, and maintaining a knowledge training program.

Kaliegh earned her Bachelor of Science in Computer Information Technology at WKU.  She also has HDI certifications in Support Center Analyst, KCS Fundamentals, and KCS Principles, and Kaliegh is a 2014 graduate of WKU’s Staff Leadership Institute.  WKU’s IT Division has presented her with these awards:  Technical Support Services Innovation, Technical Support Services Leadership, and the IT Excellence Ace.

Kaliegh has presented on KCS at the Kentucky Convergence Conference and the TeamDynamix 2016 User Conference.


Jonathan Apodaca, Software Developer

Jonathan Apodaca is a Software Developer at Colorado State University, developing web and mobile applications.  He enjoys the outdoors, flight simulators, and playing with his seven-month-old daughter in the evenings.

Florida Atlantic University - TeamDynamix

Ann Edvaldsson, Associate Director

Jennifer Turner, Help Desk/Technical Support Manager

Born and raised in Sweden, Ann Edvaldsson attended Culinary school in Stockholm and moved to the US in 1999, planning to pursue a degree in Hospitality Management. She changed direction and graduated from FAU 2003 with a BBA – MIS concentration, and in 2008, graduated with an MBA – PM concentration. Ann has worked at FAU – OIT for 13 years, where she started as a student worker and is now in charge of User Services. She has been married for 11 years and has two children, ages 7 and 10.

Jennifer Turner was born in Pittsburgh, PA and moved to South Florida at the age of 5. She first discovered an interest in technology around ten years old when she was determined to make AOL work on Windows NT – even the AOL technical support told her it was not supported. But with some determination, she got it to work. Jennifer started with an Accounting degree, but her natural inclination brought her back to computers. She graduated FAU in 2008 with a BBA (MIS) in 2008. One semester prior to graduating, she became a student employee as a desktop support technician in OIT and has been at FAU ever since. Jennifer is currently the Help Desk and Technical Support Manager and absolutely loves her job. She also has an 11-year-old son who keeps her quite busy during her free time.

Miami University TeamDynamix ITSM

Linda M. Lack, Portfolio Manager, Portfolio and Project Management Process Owner

Prior to joining Miami IT Services in February of 2013, Linda worked in the Banking/Financial Industry for nearly 40 years.  She came into Miami IT Services having never worked in an IT environment. After 25+ years in the International Banking Division of a top U.S 10 Financial Institution (Fortune 500 Company), Linda moved into a Project Manager and Business Process Management role. As Operation Manager in the International Banking Division, she had many years of managing both individuals and processes. Linda was instrumental in the implementation of new and innovative applications to streamline the complex processes for transferring international funds and maintaining high levels of security.

Broward College

Jameel Baig, Director PMO Information Technology

Jameel Baig brings 15+ years of PMO, Software, Business Development, Audit, Compliance, Six Sigma, and QA experience, which was attained in a $20B global organization. His education includes an M.S. in International Business Administration and a B.S. in Computer Science. Certifications include PMP, CSM, CSP and Six Sigma.

Wichita State University

Warren Glore, IT Project Manager

Carole Higgins, Application Systems Specialist

Warren entered the US Air Force straight out of high school and served over 22 years of honorable active duty, including around 100 missions in the Kansas underground as a Titan II Missile System Launch crew, 4 years in a Combat Communications maintenance role, Strategic Communications NCO for the NATO Ground Launched Cruise Missile system, base-wide communications security officer, and various other duties both with the Air Force and NATO.
Earned Bachelor of Computer Science degree the University of Maryland. After retiring from the Air Force worked in the data storage industry as a software developer and as a product test engineer. After 11 years and earning a Master of IT Technology, Project Management degree and MBA entered the oil/gas industry as a technical project manager and later switched to the banking industry as a project manager. Currently working in the Higher Education industry for Wichita State University as an IT project manager. Warren was the PM for TDX roll out at Wichita State University, a true servant leader, figuring out how to make people’s job’s easier! A key contact point with TDX, working with them to implement 15 of 30 submitted request/bugs in the first 9 months. Hobbies include volunteering for non-profits, church, CPR/First Aid Instructor and teaching gun safety for Concealed Carry and Hunter Education courses, 7 Project Management Professional Prep classes and always willing to share his knowledge with others.

Carole earned a Bachelor of Science degree in Business Administration from the University of Illinois, Urbana-Champaign. She has worked as a technical support professional for over 20 years in the private sector, K-12 Education and most recently Higher Education. She is currently an application systems specialist at Wichita State University (WSU). Her responsibilities have included end-user hardware and software set up and support, network management, technical writing and training. She is Comptia A+ and Net+ Certified. She has been a core team member in rolling out 120 TeamDynamix licenses to 10 different departments at WSU, with over 80,000 client users.
Her interests include painting, traveling, reading and volunteering her time as a parent coach for the Parent Support Network at Partnership for Drug-Free Kids and Parents Helping Parents, Inc.

HDI IT logo

Roy Atkinson, Senior Writer/Analyst

Roy Atkinson is HDI’s senior writer/analyst, acting as in-house subject matter expert and chief writer for blogs and articles. He has a deep background customer service and technical support, as well as small-business consulting.
In January 2017, Roy was chosen by the HDI community as one of the HDI Top 25 Thought Leaders in Technical Support and Service Management. He has been named to many other “Top” lists, including IT Service Management: Top 100 Influencers and Brands (Onalytica), The 30 Most Influential People in Customer Service (Conversocial), Top 100 Customer Success Influencers (MindTouch), Top 50 Thought Leaders of 2015 (ICMI). He is the host of #HDIchat and co-host of the popular #custserv chat on Twitter.

He studied Advanced Management Strategy at Tulane University’s Freeman Graduate School of Business and holds HDI certifications as a Support Center Manager (HDI-SCM) and Knowledge-Centered Support Foundation (KCSF). Roy is a member of the National Speakers Association, Leaders Excellence at Harvard Square, IEEE, and the Association for Computing Machinery.

Become an Exhibitor at the 2017 TDX Client Summit

Each year, more and more of our clients are attending the TDX Client Summit. Why? They love the opportunity to interact with other clients that utilize TDX to make their department highly efficient, and a trademark of service on their campuses.

Over the years, TDX has also cultivated a deep trust with our clients – meaning that our partners can benefit from that relationship. This year’s sponsorship and exhibit opportunities are designed to help you interact with our customers with meaningful conversations. Each package includes elements of awareness building and networking.

Download the exhibitor guide for more details and a complete list of exhibitor opportunities.
Download Exhibitor Guide
     Request More Info


O’Hare (ORD) and Midway (MDW) are each serviced by nearly all major airlines. However, please note that Midway is closer to Venue SIX10, where the Client Summit is being held.



The hotel is located right next to the summit venue (Venue SIX10). You will be able to walk from the hotel to the venue.

Hilton Chicago
720 South Michigan Avenue, Chicago, Illinois, 60605, USA
TEL: +1-312-922-4400 | FAX: +1-312-294-6891 | To Talk to a Hotel Expert: 1-855-760-0869
Hotel Website: Click Here to visit the Hilton Chicago website.

TeamDynamix has secured a discounted group rate for the Hilton starting at $225 per night. This rate can also be extended beyond the conference into the following or prior weekend. If you have difficulties securing the room or the rate, please contact

The room block is available for a limited time. Please book early to ensure that you have a room and the rate.

Click Here to book your room.



Typically there is a lot of traffic in Chicago. For that reason, we recommend that if you are traveling during peak hours to take public transportation listed below. Otherwise, you can take a taxi / Uber. Driving directions and parking information are listed below and on the Hilton website.

When taking public transportation to the Hilton Chicago from O’Hare International Airport: Take CTA Blue Line train to the Jackson stop. This is the only subway train leaving O’Hare. Walk 0.6 miles southeast to 720 S. Michigan Ave.

When taking public transportation from Midway Airport to the Hilton Chicago take the CTA Orange Line train to the Roosevelt stop. Walk 0.5 miles north to 720 S. Michigan.

Click Here for Driving directions and Parking


The 2017 TDX Client Summit is being held at Venue SIX10, located within walking distance of Hilton Chicago.

Address: 610 S Michigan Ave, Chicago, IL 60605

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Thank You to Our Sponsors!


Platinum Sponsors
PINK - TDX Client Summit
HDI - TDX Client Summit
Info-Tech - TDX Client Summit
Blackboard logo - TDX Client Summit - 2
Program Sponsors
Kaseya - TDX
itsm academy
BOMGAR - TDX Client Summit