Yale’s new associate chief information officer of Campus Technology Services, Sandra Germenis, will provide leadership and strategic oversite to the ITS Help Desk, Distributed Support Providers, Audio/Visual Services, Student Technology Services, and Telecommunications areas. Together, these groups comprise of approximately 120 full-time staff and 250 part-time student workers.
Reporting directly to John Barden, Sandra began her new job in March, bringing a wealth of experience in client-facing support. Sandra came to Yale from the University of North Carolina at Chapel Hill where she served as the assistant vice chancellor for Support and Engagement overseeing desktop support, the computer repair center, and service management. “I spent a lot of time engaging the community and building relationships - a big part of what I plan to do here,” said Sandra.
Campus Technology Services is the face and voice of Yale IT—supporting all of Yale community’s technology needs. This includes calls for support, issues with voice, data, storage, and desk-side support. Sandra and her team’s primary goal and focus over the next few years is to concentrate on removing barriers, make technology accessible, and facilitate a quick and straightforward way to do business with IT. “If someone is having trouble using some technology, our goal is to make it easier for them to get help and at the same time enable them to work with little disruption,” said Sandra. Eventually, the Help Desk would become the gateway through which all problems are triaged, and IT web pages serve as a one-stop shopping where individuals can quickly find what they need. “We also want to be a conduit if other services are needed like research computer or classroom support. We want to be able to provide easily accessible resources. So, individuals know where to go and not necessarily who to go to for IT help,” said Sandra. The Yale community would only need to call one number for help or go to one web page to find the resources they need. “Someone is stuck. It is simple; they contact us, we do the rest,” said Sandra.
While looking for continuous improvement in her areas, Sandra sees the most significant challenge being the rapid pace of evolving technology. “It is important that we manage that pace of change not only for the community but for ourselves as well. Our job, in the end, is to support the teaching, learning, and research activities of the university,” said Sandra.
Sandra is finding her way around the campus and surrounding geography. She has lived and worked around the country and overseas. Her father worked for the United Nations, growing up she lived in several countries including the Middle East and Mexico but calls Texas home. She has a B.A. in Psychology from the University of Texas at Austin, where she lived for many years, raised her family, and still owns a small farm. Currently, Sandra, her husband, and their dog Biscuit are living in Branford. She is an avid runner, her husband loves to sail, and they both enjoy cooking and walking the beach with Biscuit. They are enjoying exploring their new area and have found the people of Yale and Connecticut to be extremely friendly and helpful.