This CDS Spotlight focuses on data from the 2012 Core Data Service to better understand how higher education institutions provide central IT support services.
BiographyCathy O'Bryan is a leader and a lifelong educator, with more than 30 years of experience providing information technology (IT) support and services in academic settings. She began her career as an elementary school computer teacher, and rose through the ranks to become the director of IT/CIO for two K-12 school districts in the Atlanta and Chicago areas.
In 1999, O'Bryan made the jump to higher education, joining the University of Wisconsin - Madison's Division of Information Technology. During her 13 years in Madison, O'Bryan oversaw technical product sales and consulting; product management and licensing; help desk and knowledge base, repair, and desktop support; and the university's 17 computer labs. At UW - Madison, Cathy's career progressed from technical training manager to help desk manager to director of user services.
In January 2012, O'Bryan became the director of client support at Indiana University, a multi-campus institution with more than 120,000 students, faculty, and staff. It is her privilege to lead the teams responsible for the university's award-winning support center, call center, knowledge management development, customer relationship management technologies and IT management services, executive and internal technical support, and IT community partnerships.
O'Bryan is a frequent presenter at EDUCAUSE. Currently she serves on the Educause Program Board for the Educause 2015 Annual Conference, has been elected to a two-year term as a Board Director for ACUTA. Most recently she was appointed a board member of the Center of Excellence for Women in IT at IU.
O'Bryan has received many awards for her commitment to advancing technology in education. They include:
2014: Call Center Week Award (Under 200 employees) runner-up.
2008: Dean of Students Partnership Award, University of Wisconsin - Madison
1998 and 1999: "Innovator of the Year," North Cook County Educational Technology Council
1997: Teacher of the Year, Evans Middle School
1995: Commitment to Customer Service Excellence Award, InterCall, Inc.
1987: Illinois Bell Outstanding Teacher, St. Felicitas School
Insourcing and outsourcing are not your only options — there's also partnersourcing, or collaborating with a trusted partner to develop and deliver the best possible support services.