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End User Experience

The Purdue IT End User Experience unit, led by Dwight Snethen (dsnethen@purdue.edu) focuses on engagement with faculty, students and staff to ensure timely, quality service and ease of use while minimizing time to resolution when incidents occur. Teams include:

  1. Service Desk (Daniel Bruhn: bruhnd@purdue.edu)
    • Provides a single point of contact for reporting and troubleshooting Purdue IT services. Access is provided via phone, the Purdue IT Service Portal and walk-in service.
    • Develops, implements, assesses, communicates and maintains Purdue IT's customer-service quality program and the Purdue IT Knowledge Base.
    • Provides oversight for service and support of customers using the University's desktop computing environment.
  2. IT Service Management (Daniel Bruhn: bruhnd@purdue.edu)
    •  Serves as the central coordination point for Purdue IT service delivery, integrating efforts across units to ensure services are aligned with campus priorities and user needs.
    • Develops and promotes service management best practices grounded in ITIL and aligned with ISO 20000-1 standards for adoption across IT, while encouraging consistent practices with campus partners.
    • Leads the implementation and administration of enterprise service management tools (including ticketing, automation, integration, and AI) to enhance service quality, operational efficiency, and the overall user experience across IT and its business partner.
  3. Client Support Services (Jess Maynard: maynard@purdue.edu)
    • Client Support Services (CSS) provides high-quality, in-person computer support tailored to enhance the end-user experience.
    • CSS is organized into "Support Zones," ensuring localized, efficient, and dedicated service across various university areas.
  4. Endpoint Management (Deanna Shafer-Rater: deannar@purdue.edu)
    • Provides secure and efficient desktop computing solutions to participating administrative units on the West Lafayette campus. The staff provides equipment-lifecycle management recommendations, purchasing consultations, equipment installation, troubleshooting, and support for Windows platforms, peripherals, and desktop application software.
    • Maintains a backward compatible environment to support Application Services supported enterprise and departmental applications.
  5. Learning Spaces (Pankaj Chhetri: pchhetri@purdue.edu)
    • Maintains and supports all Purdue IT instructional computer lab and classroom technologies along with virtual learning environments (Software Remote). Provides and maintains interactive systems and applications in all centrally scheduled, technology-enabled classrooms.
    • Offers a variety of video and multimedia production and support (Video and Multimedia Production Services) and video distribution (Video Network Operations) services to meet customer needs and strategic objectives.