October 24, 2017

Gray Appointed to National Board

Edward Gray, Systems Integration and Support Specialist in UMW’s IT Support Services, has been appointed to the IT Service Management Forum’s USA Chapter Board of Directors. The Board provides guidance and support for the itSMF USA Local Interest Groups and Communities of Interest across the nation. Gray is filling a recent vacancy for the remainder of the calendar year, when scheduled elections occur.

Edward GrayAt the Board of Directors’ face-to-face meeting on July 14, 2017, Gray assumed the role of Director of Content. Per the organization’s website, this role is “responsible for leading the development and maintenance of all content, intellectual property and programs which are consumed or utilized by our members and for their benefit.” Areas under this portfolio include Member Programs, Intellectual Capital (eBooks, white papers, video content, etc.), Research and all other forms of content and programs.

Gray has been at UMW for more than 16 years, serving in various IT roles. He earned an MS in Management Information Systems from UMW in 2010. He participated in the Leadership UMW inaugural cohort. He has also earned several technical and service management certifications. With respect to itSMF USA, he has served as the Manager for the itSMF USA Higher Education Community of Interest and as a Board and Interest Group (BIG) advisory committee member. For more on Gray, visit his website at http://www.edwardgray.com.

itSMF USA logo

itSMF USA is a nonprofit association dedicated to building a community of professionals for the purpose of networking, knowledge sharing, and education to advance the service management profession and strengthen its members. For more information on itSMF USA, contact Edward Gray or visit their website at http://www.itsmfusa.org.

Gray to Present at Conferences

Edward Gray, systems integration and support specialist in UMW’s IT Support Services, has a busy semester ahead. He will be presenting on three different topics at three different conferences through May.

Gray answering questions after the presentationGray will be presenting “A Walk Through ‘The Phoenix Project’” at the annual ACCS VA conference in March 2017, to be held in Portsmouth, VA. This talk will discuss the management best practice concepts treated in the 2013 work “The Phoenix Project: A Novel about IT, DevOps, and Helping Your Business Win” by Gene Kim, Kevin Behr, and George Spafford. The Association of Collegiate Computing Services of Virginia facilitates the sharing of a common interest in information technology and its implementation in the higher education environment of the Commonwealth of Virginia. The annual conference draws technologists from institutions across the Commonwealth as well as providers of solutions targeting higher education.

In April, Gray will be at the EDUCAUSE Connect event in Chicago to co-facilitate “A Metrics-Savvy Approach to Communicating IT Value in Higher Ed” with Sarah Buszka, Process Improvement Specialist at the University of Wisconsin-Madison. The EDUCAUSE Connect events are highly interactive professional development experiences focused on finding solutions, sharing experiences, networking, and better understanding IT issues in higher education. EDUCAUSE is a nonprofit association and the foremost community of IT leaders and professionals committed to advancing higher education.

event photoGray will be presenting “Remote Assistance: It’s for More Than IT” at the HDI conference in May 2017. Each year about 2,000 visionaries, leaders, vendors and practitioners attend the event, coming from all around the globe. The conference includes networking events, keynotes, more than 100 breakout sessions and an expo hall showcasing solution and service management providers. The annual HDI Conference and Expo is produced by HDI, a professional association for the service and support industry.

Gray has been at UMW for more than 16 years, serving in various IT roles. He earned a master of science degree in Management Information Systems from UMW in 2010. He was a participant in the inaugural cohort of Leadership UMW and also has earned several technical and management best practice certifications.  Gray is a member of ACCS, EDUCAUSE, and HDI. Find more information about Gray on his website, http://www.edwardgray.com.

Gray Presents at National Conference

Gray answering questions after the presentationEdward Gray, systems integration and support specialist in UMW’s IT Support Services, presented “Measuring Success: An Introduction to Metrics” at the annual Service Management FUSION conference on Wednesday, November 2, 2016. The presentation provided more than 100 attendees with foundational knowledge on the topic of metrics, including their definition, selection and use. There was also good discussion on the topic between Gray and those attending the session. Gray was selected for one of about 80 available presentation slots, out of a pool of more than 400 presentation submissions.

Gray presentingGray has been at UMW for more than 16 years, serving in various IT roles.  He earned a master of science degree in Management Information Systems from UMW in 2010. He was a participant in the inaugural cohort of Leadership UMW and  also has earned several technical and management best practice certifications. Find more information about Gray on his website, http://www.edwardgray.com.

The annual Service Management FUSION conference is co-produced by HDI and itSMF USA. Each year about 2,000 visionaries, leaders, vendors and practitioners attend the event, coming from all around the globe. The conference includes networking events, five keynotes, more than 80 breakout sessions and an expo hall showcasing solution and service management providers.

Gray presentingitSMF USA is a nonprofit membership organization dedicated to the advancement of service management good practices by professional and academic practitioners, researchers and leaders. HDI is a global association for IT service and technical support professionals and the premier certification body for the services support industry. Gray is a member of both organizations and currently serves as community manager for itSMF USA’s Higher Education Community of Interest. If you have questions, feel free to contact Gray at egray@umw.edu.

Gray Authors Article on Metrics

Edward Gray, systems integration and support specialist in UMW’s IT Support Services, has written an article titled “Measuring Success: An Introduction to Metrics” for HDI’s SupportWorld online publication.  The article is based on a presentation Gray gave at the HDI Capital Area local chapter meeting in April and that he will present at the Service Management FUSION conference in early November. The article and presentation provide foundational knowledge on the topic of metrics, their definition, selection and use.

Gray has been at UMW for more than 15 years, serving in various IT roles.  He earned a master of science degree in Management Information Systems from UMW in 2010.  He was a participant in the inaugural cohort of Leadership UMW.  He has also earned several technical and management best practice certifications. More information about him is available on his website, http://www.edwardgray.com.

HDI’s SupportWorld is an online publication where new articles are released every week on service and support topics such as strategy and best practices, service management, technology, workforce enablement, and processes and practices.

HDI is a global association for IT service and technical support professionals and the premier certification body for the services support industry. itSMF USA is a nonprofit membership organization dedicated to the advancement of service management good practices by professional and academic practitioners, researchers and leaders. Gray is a member of both organizations and currently serves as the Community Manager for itSMF USA’s Higher Education Community of Interest.  If you have any questions, feel free to contact Gray at egray@umw.edu.

Gray to Present at National Conference

Edward Gray, systems integration and support specialist in UMW’s IT Support Services, has been selected to present “Measuring Success: An Introduction to Metrics” at the Service Management FUSION conference in early November. The presentation will provide attendees foundational knowledge on the topic of metrics, their definition, selection and use. Gray was selected for one of about 80 available presentation slots, out of a pool of more than 400 presentation submissions.

event photoGray has been at UMW for more than 15 years, serving in various IT roles.  He earned a master of science degree in Management Information Systems from UMW in 2010.  He was a participant in the inaugural cohort of Leadership UMW.  He has also earned several technical and management best practice certifications. More information about him is available on his website, http://www.edwardgray.com

The annual Service Management FUSION conference is co-produced by HDI and itSMF USA. Each year about 2,000 visionaries, leaders, vendors and practitioners attend the event, coming from all around the globe. There are networking events, five keynotes, more than 80 breakout sessions and an expo hall showcasing solution and service management providers.

itSMF USA is a nonprofit membership organization dedicated to the advancement of service management good practices by professional and academic practitioners, researchers and leaders. HDI is a global association for IT service and technical support professionals and the premier certification body for the services support industry. Gray is a member of both organizations and currently serves as the Community Manager for itSMF USA’s Higher Education Community of Interest.  If you have any questions, feel free to contact Gray at egray@umw.edu.

Gray Presents to HDI DC Chapter on Metrics

Edward Gray, systems integration and support specialist in UMW’s IT Support Services, presented “Measuring Success: An Introduction to Metrics” to the HDI Capital Area chapter meeting on Friday, April 22.  The presentation provided foundational knowledge on the topic of metrics, their definition, selection and use.  Following the presentation, there was also good discussion and networking among the more than 40 attendees.

event photoGray has been at UMW for more than 15 years, serving in various IT roles.  He earned a master of science degree in Management Information Systems from UMW in 2010.  He was a participant in the inaugural cohort of Leadership UMW.  He has also earned several technical and management best practice certifications.  He is also a member of HDI and the HDI Capital Area local chapter.

HDI is the first professional association created for the technical support industry.  HDI is a community of industry peers and leaders with 150,000 members worldwide.  The HDI Capital Area is a local chapter serving the greater Washington, D.C., area.  If you have any questions about HDI, feel free to contact Gray at egray@umw.edu.

Gray Tapped for National Board Advisory Group

Edward Gray, Systems Integration and Support Specialist in UMW’s IT Support Services, has been appointed to the Board and Interest Group (BIG) team for the IT Service Management Forum’s USA Chapter.  The BIG team is an advisory group consisting of leaders from itSMF USA Local Interest Groups and Communities of Interest.  Read the full press release on the itSMF USA website here.

Gray has been at UMW for more than 15 years, serving in various IT roles.  He earned an MS in Management Information Systems from UMW in 2010.  He participated in the Leadership UMW inaugural cohort.  He has also earned several technical and service management certifications.  He is the current Manager for the itSMF USA Higher Education Community of Interest.

itSMF USA Higher Education Community of Interest logoitSMF USA is a nonprofit association dedicated to building a community of professionals for the purpose of networking, knowledge sharing and education to advance the service management profession and strengthen its members. The Higher Education Community of Interest is devoted to discussion, development and adoption of IT Service Management principles in support of institutions of higher education. For more information on itSMF USA or its Higher Education Community of Interest, contact Edward Gray or visit their website at http://www.itsmfusa.org.

Gray Heads National Association Interest Group

Edward Gray, Systems Integration and Support Specialist in UMW’s IT Support Services, has assumed the lead post in the Higher Education Community of Interest for the IT Service Management Forum’s USA Chapter. He served one year as Assistant Manager. Now, he takes over the role of Community Manager.
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Gray Moderates Panel on Knowledge-Centered Support

Edward Gray, systems integration and support specialist in UMW’s IT Support Services, moderated a panel discussion on Knowledge-Centered Support on Thursday, Oct. 22.  The discussion was presented by the itSMF USA Higher Education Community of Interest as a follow-up to a presentation hosted by Gray in July.  For those who may be interested, the recordings of the July Presentation and the October Panel Discussion are available online.

Gray has been at UMW for more than 15 years, serving in various IT roles.  He earned a master of science degree in Management Information Systems from UMW in 2010.  He was a participant in the inaugural cohort of Leadership UMW.  He has also earned several technical and management best practice certifications.  He also serves on the Board of the Higher Education Community of Interest.

itSMF USA Higher Education CoIitSMF USA is a non-profit association dedicated to building a community of professionals for the purpose of networking, knowledge sharing, and education to advance the service management profession and strengthen its members. The Higher Education Community of Interest is devoted to discussion, development, and adoption of IT Service Management principles in support of institutions of higher education. For more information on itSMF USA or its Higher Education Community of Interest, contact Edward Gray or visit their website at http://www.itsmfusa.org.

UMW Represented at State Technology Conference

The University of Mary Washington was represented at the 2015 Association of Collegiate Computing Services of Virginia, an annual conference of technologists at higher education institutions around the state.

Lisa Ames, LMS Admin-eLearning Specialist from the Division of Teaching and Learning Technologies, co-chaired the Networked Learning Collaborative of Virginia group meeting. The group focused on advancing academic mission and learning technology activities.

Edward Gray, Systems Integration and Support Specialist from IT Support Services, presented “Remote Assistance: a Discussion” on remote assistance tools, usage, policies, and procedures. He also presented “Measuring Success: an Introduction to Metrics,” as an overview to what metrics are and how to tie them to organizational success.

Jeff McClurken, Professor of History and American Studies and Special Assistant to the Provost for Technology and Teaching Innovation, and Jerry Slezak, Director of IT Support Services, presented “A Convergence of Ideas and Technology,” as a story of UMW’s Information Technology Convergence Center.

Ray Usler, Director of IT Security and Information Security Officer, presented “NO, NO Not the Security Guy!” on the role of the IT Security Office and why everyone should be concerned with security.

Pam Lowery, Director of Technology Professional Development and HR Analyst, serves as chair of the ACCS Board of Directors.

Also attending the conference were Acting CIO Hall Cheshire, and Associate Director for Enterprise Application Services Ben Kjar, both from the Department of Information Technologies.