Thomas unpacks the shift from reactive “break/fix” work to proactive systems thinking—ticketing workflows, website iteration cycles, chatbot training, and the early push toward cloud-first habits. But the heart of the conversation is service: empathy, trust, and the mindset that keeps support work human even when the calls are repetitive. It’s also a candid look at imposter feelings, decision-making pressure, and what it means to grow into being “the expert” while staying grounded in who you are.
Topics Discussed
- Moving from service desk technician to HR IT lead analyst
- Reactive support vs proactive process and systems improvement
- Launching an HR ticketing system for routing, automation, and accountability
- Website refresh realities: iterations, stakeholders, and “meeting in the middle”
- Training and maintaining a website chatbot and early AI exposure
- Shifting departments while staying collaborative with central IT
- Empathy as a practical support skill (tone, language, and de-escalation)
- Avoiding burnout and jadedness when the same problems repeat
- Hiring for attitude and service mindset over day-one operational knowledge
- Growth, purpose, and why Yavapai College is a place people stay
Connect with Thomas
Email – Thomas.Eastlack@yc.edu
LinkedIn – https://www.linkedin.com/in/thomas-eastlack/
Connect with Ryan
@Ryan_A_Gray
https://www.linkedin.com/in/ryanagray/
ryan@higheredav.com
Voiceover by Chris Dechter
Have feedback or guest ideas? Let us know!
This show is a production of Higher Ed AV Media. Visit www.HigherEdAV.com for fresh content every day!
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