Bringing Down the Silo Walls: A Case Study in Cross-Collaboration in Frontline Support at Yale

Tuesday, March 10, 2026 | 8:30AM–9:15AM ET | Room 553 AB
Session Type: Breakout Session
Delivery Format: Presentation/Panel Session
At Yale’s 2024 One IT Conference, I organized a panel entitled "Uniting Perspectives: Shared Vision in Frontline Support" that brought together two frontline support technicians from each of Yale’s distributed IT units. The goal was to foster cross-unit understanding and create a platform for meaningful knowledge exchange. What began as a one-time collaboration evolved into a sustained community of practice where participants continued to meet, share strategies, and support one another throughout the year. This session will explore how intentionally fostering introductions and shared relationships among frontline IT staff can lead to sustained collaboration across decentralized support environments. It will highlight the value of elevating frontline voices, designing inclusive panels, and measuring impact beyond the event itself.

Presenters

  • Rachel Feinmesser

    Associate Director, Yale University

  • Brian Howard

    Client Technologies Administrator 2, Yale University

  • Rob Roman

    Manager, YUL EPTS, Yale University

  • Shane Sapiente

    It Support Tech 2, Yale University

Resources & Downloads

  • Bringing Down the Silo walls A Case Study in CrossCollaboration in Frontline Support at Yale Po

    Updated on 3/3/2026