Nominated for a prestigious WashU IT ImpacT award, members of the Software Operations Team in End User Services (EUS) have been recognized by a peer for streamlining and improving the customer’s experience during the software renewal process.
Individuals are nominated by their peers for an ImpacT award for a number of reasons, including:
- Delivering outstanding customer service;
- Excelling in the areas of collaboration and teamwork;
- Commitment to innovation and continuous improvement;
- Delivering significant business and mission impact.
Regardless of title, those nominated are seen as leaders due to their capacity for mentorship and information sharing, as well as demonstrating accountability and exercising strong judgement, especially under pressure. Those nominated for an ImpacT award personify the WashU IT Strategic Plan and significantly and positively influence the people, the institution, and the community around them. These are individuals who typically go beyond the routine and make a meaningful difference through their actions, contributions, and choices.
The recognition of this team highlights their leadership, collaboration, and dedication to improving the software experience for the entire university community.
Nominated EUS team members include:
- Derek Milberg, Manager of Technical Services
- Kelisy Grob-Dukka, Software Operations Analyst I
- Brandon Williams, Software Operations Analyst II
- Donovan Blankley, Software Operations Analyst I
Susan Muckerman, IT Software Asset Manager for Software Asset Management (SAM), which is part of the End User Experience team (EUX), made the nomination in response to a successful partnership and the significant progress both teams have enjoyed while working together.
“This team, as it stands now, is actively working with EUX to help identify gaps and improvements all with the intention of providing exemplary customer service,” Muckerman said. “They have dug in their heels to try to improve efficiencies. The team deserves recognition for their growth, their positive mindset, and for keeping the customer as the focus.”
Grob-Dukka expressed pride in the team’s progress.
“I am incredibly proud to receive recognition for the hard work our team has put forward,” she said. “We are grateful for all of the support and patience we have received, and we will continue to improve and refine our processes. With our new processes we have cut turnaround times nearly in half. We strive to provide a more open communication and efficient software ordering process. We hope that the major changes we have seen over the past few months will shape Software Operations for the years to come.”
Williams highlighted the collaborative spirit behind the team’s success.
“I am humbled to be nominated alongside my team for an award that represents the challenges and effort it takes to make a positive impact in our customers’ everyday lives,” he said. “Meaningful change requires thoughtful contributors – and I am grateful to have the wisdom of my leadership, which includes Kenndall Dolan (Executive Director of EUS) and Derek Milberg, and I am inspired by the resiliency and compassion of my Software Operations teammates, including Kelisy Grob-Dukka and Donovan Blankley.”
Blankley remarked on the support of his leaders, his teammates, and others across WashU IT, attributing that to making his team so successful.
“It’s an incredible honor for our team to be nominated for the ImpacT Award,” he said. “Our transition from Software Licensing to Software Operations brought many significant changes, and we would not have achieved what we have without the guidance of our leadership and the support of my fellow teammates. I am also deeply grateful to the many other teams who have assisted us throughout these recent changes. Your collaboration has been essential to our success. We will continue to improve our processes and strengthen our services so we can provide the best possible support to our customers.”
Advancing the Customer Experience
Over the past year, the Software Operations Team—working with EUX—has delivered several improvements that directly support faculty, staff and students:
- SAM Communications Hub (launched Jan. 2)
The introduction of a SharePoint-based one-stop resource with “How Do I…?” FAQs, a Software Learning Center, and pages for SAM programs and updates—makes it easier and faster for customers to find information.
- Adobe Workflow Improvement
Software Operations has streamlined Adobe licensing by centralizing inventory for high-volume products like Acrobat Pro and Creative Cloud, publishing transparent annual pricing in ServiceNow, and moving all procurement and approvals into a single system. By eliminating extra quoting steps and departmental approvals, fulfillment time has dropped dramatically—from 17 days to about 1 day—delivering a faster, simpler experience for customers.
- Improved Renewal Processes
The implementation of more transparent and predictable software renewals, including posted survey schedules, extended response windows, stronger budget verification and approvals, and a clearer process for automatic license cancellation when surveys are not completed. This supports efficiency, accuracy and cost control.
These changes reflect a commitment to efficiency, accountability and customer service.
Strengthening Oversight and Reliability
The team has also leaned into continuous improvement and vendor oversight. A recent incident with Parallels—where licenses were reduced too soon by the software vendor—prompted tighter vendor monitoring and collaboration between EUX and End User Services. Through their coordinated and collaborative response, processes have been strengthened to help ensure vendors meet expectations and customers experience fewer disruptions.
Enabling Future Innovation
Partnering with Enabling Applications Development, the Software Operations Team helped lay the foundation for future enhancements in software asset management, with better visibility and control over licensing. The next phase of innovation will include the upcoming implementation of the ServiceNow Software Asset Management module.
Recognizing an Effective Partnership
Behind each of these improvements is the hard work and dedication of the Software Operations Team and their partners in SAM and across all WashU IT. The ImpacT Award nomination for Milberg, Grob-Dukka, Blankley and Williams reflects not only their individual contributions, but also their collective commitment to improved efficiency, an enhanced customer experience, a drive to ensure greater transparency and accountability in software management, and dedication to a positive, growth-oriented mindset.
WashU IT proudly recognizes and celebrates this team for their leadership, collaboration, and continued focus on our customers. Their work is setting a strong foundation for an even better software experience across the university.
“I am incredibly proud of this team and am impressed every day not just by what they’ve accomplished but by how they’ve come together to do it,” Dolan said. “Their individual commitment to delivering a better customer experience comes through in every interaction, and the way they’ve supported and advocated for one another and for the Software Operations service has built trust within the team, with SAM/EUX, and with our customers. Thank you for showing what it looks like when a team truly comes together with purpose and intent. This is a well-deserved recognition.”
Please use the link to nominate an outstanding colleague or team for the 2026 ImpacT Award.