HEY Y’ALL! I’m Sarah McElmurray, a Customer Success Manager at Incident IQ. I got thrown into the wild wild world of K-12 Asset Management and Technology back in the fall of 2020 and haven’t looked back since.

Since joining iiQ, I’ve worked with over 100 districts to implement Incident IQ at their schools and I have really enjoyed learning the unique and creative ways my customers have leveraged Incident IQ to solve challenges. I’m a sucker for a creative workaround and a well designed rule !

I’m looking forward to connecting with you guys to share best practices, as well as connecting like minded districts with one another.

Outside if Incident IQ, you can find me cheering on my favorite sports team (Georgia Bulldogs ), spoiling my pup (Maisie the Pug ), and enjoying everyone’s favorite past time - TELEVISION ().

Hi Everyone! 

My name is Allison Rosenbaum and I am a Customer Implementation Specialist at Incident IQ. After 6 years of teaching, I decided to move into the Educational Technology space. After pursuing my master’s degree, I started with Incident IQ in August 2021. I’m looking forward to working, learning, and exploring more with this community.

Outside of Incident IQ, I enjoy exploring Atlanta and taking pictures for my food blog  It has been a fun way to meet more people in the city and try new restaurants. 

I am excited to continue onboarding districts and seeing their ideas in idea exchange. 

Hello everyone, John Bimmerle from Sulphur Springs, Texas. I work as the Instructional Tech Director and we started with IIQ this past summer and it has been a GREAT move for us. Always enjoy connecting with others and look forward to continuing to dive into more of the IIQ features that we have yet to tap into fully. 

Hello all,

I am Austin Kolar. I am the IT Support Supervisor for the Sioux Falls School District in Sioux Falls, SD. We have been using IIQ within our district since January 2022, so very new to the platform. IIQ has already improved upon the workflow of our end users can easily submit work tickets and provide the needed information upfront. The biggest piece I am looking for from the community is tips and tricks to continually grow and improve upon the way IT or our district can utilize IIQ to bring a better IT support and management to our district.

Hi @Tjackson and I really like the PIT Crew team name from APS! The community will be a great place for you to find best practices for iiQ! Welcome!

So happy @ashort that iiQ has been so helpful with your 1:1 and help desk tickets! We are looking forward to you learning more in community and talking to other districts about their usage!

Hi @malvarez, so glad you are part of community and now you can see how others are using iiQ! 

@rpepper so happy you switched and that iiQ has helped your workflow and inventory! Community will be great for you to talk to other districts too!!

@jbimmerle community will be the perfect platform for you to dive right into connecting with others, and so happy iiQ has been GREAT for you all!

@akolar welcome of iiQ and community! So great to hear how iiQ has already improved your workflow! Please continue to looks at our Tips and Tricks in community!

Hello all, my name is Corey Nebel and I am a Software Support Engineer at North Kansas City School District in Kansas City, MO. We have been using IIQ for about a year and a half now. We fully switched to inventory AND tickets in December of 2021, we are still in the middle of growing and learning daily. It has been a great improvement from our last system. The Rules engine has been awesome and we look forward to implementing it more and more. We have enjoyed our start and hope that our teams can get it fully utilized in all things through all of our processes.

My name is Brent Clark. I work with @Cozmo03  and will co-sign what he said.

I'll add that for me the rules engine has been great. I'm a big fan of automation so being able to customize the different rules has been really helpful for us (and is always the first thing I look for when information about enhancements is released).

Hello everyone! My name is Melissa Hopson and I am Customer Implementation Specialist at Incident IQ. I started with Incident IQ in June of 2021 and it has been an amazing transition so far into the K12 world. Prior to iiQ, I was a Property Manager in Canton, GA. I graduated from Liberty University with my Bachelors’ Degree in Business Administration.

Outside of Incident IQ, I enjoy spending time with my niece and two nephews and exploring new restaurants with my husband. I am a huge foodie! 

I am so excited to be a part of the Incident IQ Team & Community and to see how districts collaborate with each other!

Hi @Cozmo03 and @bclark! It is great that iiQ has been such an improvement and how great and awesome the Rules Engine has helped with automation in your district! We look forward to seeing you more in community!!

Hi Everyone, 

My name is Tom Gavigan and I am the Data Systems Specialist at Hilton Central Schools in Hilton, NY.  We have been using Incident IQ since the Summer of 2021 and I love the ability to automate workflow!

I look forward to learning more efficient ways to use Incident IQ from all of you.

Thanks!

Hi @Tom! Welcome, and it is great that iiQ is helping you with automating your workflows! We hope you continue to learn more in community!

Hi! Everyone,

I’m Michael Lisenbery, I work for Oklahoma City Public School District in Oklahoma City, OK. My role with the district changes depending on what hat I’m wearing in IT. 

We have been using IIQ within our district for a limited test group of staff since March 2022 and going live district wide July 1st 2022, so very new to the platform. IIQ has already improved upon the workflow of our test users can easily submit tickets and provide the needed information upfront.

What I’m looking for from the community is the knowledge and know how to continually grow and improve upon the way our district can utilize IIQ to bring a better tech support and tech management to our district.

Hi @mdlisenbery! Sounds like you are very versatile within the IT department in your district, and using iiQ is already benefitting you all within your workflows. We know iiQ, and now, community will continue to assist with your technical support and management! Welcome to community! 

Hi everyone, my name is Thomas Andersen, I am a Technology Support Specialist for the Palmdale School District in southern CA. We have been using IIQ since November 2020 and it has been awesome so far for us. We used to use Follet Destiny for asset management, and it was…. not meant for that really. The design for IIQ makes a standard help desk and asset management system work together flawlessly. There have been a large number of positive improvements since we started using it and I am looking forward to the expanded Role options that are supposed to be released sometime this year (I hope). The only thing we are missing would be an asset integration with Active Directory for a more accurate PC count.

I look forward to seeing new ideas and helping others with ideas, I am the main admin for our district so I am always looking for ways to make our tech lives easier in the system.

Hi @TAnders, we already see you are actively participating in community, which is awesome! So happy that iiQ has helped your district’s help desk and asset management work flawlessly, and we hope you get even more out of Incident IQ through community! Welcome!   

Hi everyone!  I’m a little late to this party, but I’m here!  I’m Maureen Carrigan, systems admin and helpdesk manager at Lakeville Area Schools in Lakeville, MN.  I was tasked with rolling out IIQ about 18 months ago to our district staff, students, and parents.  We’re a district of 2000 staff and 12000 students across 15 locations.  Prior to using IIQ we responded to requests for help via email, phone calls, and by being stopped in the halls.  

IIQ has helped us get our arms around tech problems across the district by allowing our 45 IIQ agents to communicate with each other within the ticketing system.  We have three paths to ticket creation - our staff use Google SSO to log into IIQ, our students and parents make use of an IIQ ticket wizard which they can access directly from the student 1:1 iPads or a web browser, and we have a few email to ticket creation paths for other systems and old department email addresses that we haven’t phased out yet. 

We make use of the rules engine to assign tickets to building techs based on requestor location or ticket type, make great use of text snippets and shortcuts in providing a consistent response across the district, and use the analytics to determine where we need more tech coverage and whether we’re meeting our responsiveness goals.  I love the addition of subtickets/tasks to allow us multiple agents to collaborate on one ticket.  The responsiveness of the IIQ team has been phenomenal every time I have reached out for help or to ask a question.  I hope to learn more about how folks in this community use IIQ so we can all be more efficient and effective.

Hi @mcarrigan! You are right on time to the party , and we are so happy you are part of community! It sounds like iiQ has been instrumental in helping you all manage your workflows. We hope that you will get even more out of Incident IQ with being part of this awesome community! Welcome!

Hi everyone.  I’m Wes Drury with the Muscogee County School District in Columbus Georgia and I manage our Development, Database, and ERP teams. I’ve been around the IIQ community for a while and have seen a few of my submitted ideas come to life, the biggest being shortcuts. I love working with vendors who really listen to their customers and having this community is a great way to support that.

I played a major role in bringing IIQ into our district after testing out many other solutions.  I also assisted with the implementation of IIQ in our district as well as few other districts I have friends in.  We have around 32,000 students and over 5,000 staff and needed a new solution for our 1:1 rollout.  Our previous solution was ZenDesk which was great but didn’t have a way to manage all of our assets.

We’ve been on IIQ for 4 to 5 years now and have developed a few custom apps to help support our IIQ processes and take IIQ to the next level.  We’ve been very happy with IIQ so far and not sure how we would have survived our 1:1 rollout without them. 

Its great meeting everyone and see you around!!!

Hi @mcsdwes! It sounds like iiQ has been essential for your school district with your 1:1 rollout and then managing your assets. We hope with you being part of the community, you will be able to contribute and get support for your processes! Welcome and we look forward to seeing you around!

Hello! 

My name is Lee Despres, CETL and I am the Director of Technology for SAU24 in central New Hampshire.  We are 5 schools and 4 districts under the umbrella of the SAU24 district office.   We just recently started the setup and configuration phase and have a projected rollout date of July 1.    I’m excited to be centralizing our asset management and leveraging IIQ ticketing for effective and efficient user support.   We also have plans to roll out the Facilities module.  

I’m looking forward to engaging with this community and leveraging the knowledge and experience of this group to better serve my stakeholders.

Hi @SAU24! Sounds like you are going to be very busy with the asset management, ticketing, and facilities modules! This is very exciting and we look forward to the collaboration in community so you can continue to help the people in your districts. Welcome!

Hiya folks! My name is Steve Rinehart and I am the newly-minted Cyber Security and Help Desk Engineer with Walla Walla Public Schools in Washington State. I’ve been in the position for two weeks, which is also how long I’ve been working in iiQ. (20 years, total, as a helpdesk technician/sysadmin with previous experience in Zendesk, Spiceworks and Track-It! helpdesk software.) I’m really digging the built-in asset management, software integrations and customizability of iiQ and have started plowing my way through the Academy, which is a great resource. I’ll mostly be dropping “do you know how to do” questions and suggestions for features in the iiQ system. 

Hello @Steve Rinehart! Sounds like you have a lot of experience with managing helpdesk software, and we are thrilled you have Incident IQ and have joined our community! We are also glad you are utilizing our resources such as Academy! We look forward to collaborating with you in community on assets, software integrations, and other features in iiQ. Welcome!

Hello all! My name is Keith Bowen and I am a technician in the Technology Services department of the Rocklin Unified School District. We are located in Rocklin, California - which is in northern CA approximately half way between San Francisco and Reno. We are a district of ~11,500 students and 1400 staff with 12 elementary schools, 2 middle schools, 2 high schools, an alternative education center, and an adult transition school. We manage over 31,000 IT assets in our inventory. Our team of 17 IT professionals have roles that support our users from systems engineering to deskside support. We provide support for our staff, students, and families. A team of 3 make up our User Support Technician team who rotate responsibility for triage, first contact support, and ticket routing. 

We went live with Incident IQ just yesterday! - for summer school staff and 12-month employees. Incident IQ will make the job easier for everyone involved once we have it fully implemented. We have had 3 ticketing systems in my 8 years here. The first was too complicated for end users, the second was too restrictive for IT, and IIQ seems to be a good balance for everyone. I have had the task of setting up IIQ ticketing for our service desk and it has been a pleasure working with the tool so far.

User feedback has been good! One user said creating a ticket was fun - like playing concentration or Jeopardy!   “I’ll take broken screens for 200.”

This forum has already been a great help to me and I look forward to getting to know some of you better.

Have an enjoyable summer!

Keith