Atlassian Summit

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Rolling Out JIRA Service Desk From 2 to 22 Locations

Gen Kallos and David Sonderling, Vistaprint

Vistaprint will share how after a three-week pilot, they rolled out JIRA Service Desk globally from 2 to 22 locations, and how they:

  • Collapsed 10+ services down into one system and one proces
  • Replaced their previous system managing around 3,000 tickets per month
  • Improved their support teams’ efficiency
  • Increased visibility for managementSee the Q&A for this talk and others here.

See the Q&A for this talk and others here.

Presentation video

Presentation slides

About the speakers

Gen Kallos, Associate Director, Vistaprint

Gen Kallos is the associate director of technology operations and support at Vistaprint. He has over 14 years of experience in software development, deployment, and operations support. At Vistaprint, Gen is passionate about continuously optimizing the organization’s work management practices to reduce complexity and increase efficiencies. Prior to Vistaprint, Gen held several positions as a lead consultant deploying enterprise software to Fortune 500 companies. She holds a BS from Concordia University, and an MBA from University of Massachusetts Boston.

David Sonderling, Internal Tools Technical Manager, Vistaprint

Dave Sonderling has over 10 years of experience in software engineering and technical leadership. He currently works for Vistaprint as the Internal Tools technical manager. His team is responsible for developing, maintaining and extending a varied suite of 3rd-party and custom-built applications focused around productivity, work management, and portfolio management. His team provides support to more than 4,000 internal users in Vistaprint offices worldwide. Previously, David was a software engineer and Internal Tools team for the Customer Communications business unit at Cisco Systems.