Ohio’s Educational Service Centers and Districts Leaders Launch New RemotEDx Help Desk
[Columbus, OH, January 2021—] On January 4, 2021, a new help desk ticketing system was launched to connect Ohio Educational Service Centers and District leaders with the resources and support necessary to successfully implement and evolve personalized remote, blended, and hybrid learning.As part of the state of Ohio’s recently launched RemotEDx initiative, the ticketing system will connect educational leaders to one of five statewide representatives tasked with serving as regional liaisons, or “Concierge Team” members.
In turn, the Concierge Team will connect educators to resources and local “Support Squad” members through the state’s 51 Educational Service Centers or ESCs to provide direct technical assistance and support in addressing implementation challenges.
The Support Squad will serve in a “just-in-time” fashion to assist educational leaders with finding solutions to complex challenges associated with personalized and remote learning.
The ESCs and Concierge Team will also play a critical role in supporting two-way communication that can enhance statewide support under the RemotEDx initiative through the identification of high-priority regional needs from help desk ticket information, survey data, regional listening sessions, OESCA program cabinet, and Ohio Department of Education.
This will fuel data driven decision making related to asset and resource identification, procurement of professional development, student supports, instructional content and quality assurance.
The grant funded RemotEDx initiative is meant to leverage the efficiency and effectiveness of existing statewide and regional educational service providers like Information Technology Centers (ITCs), INFOhio and ESCs, while enhancing statewide expertise, resources, and delivery of personalized, remote, hybrid, and blended learning.
The RemotEDx initiative consists of The Connectivity Champions fueled by the Management Council, The Exchange fueled by INFOhio, and The Support Squad fueled by ESCs. The RemotEDx funds are to be obligated by June 30, 2021 with funds being expended by September 30, 2022.
To learn more about the Support Squad, meet the Concierge members, access the help ticketing system, and explore the other RemotEDx initiatives, please visit:https://remotedx.infohio.org/.
Contacts: Sandi Preiss, Project Manager, Montgomery County ESC & RemotEDx Support Squad, sandi.preiss@mcesc.org
Craig Burford, Executive Director, Ohio Educational Service Center Association, burford@oesca.org
This press release originally published by the Ohio Educational Service Center Association.
Chad Carson, a 1994 graduate of Ohio University Athens in computer science, has spent the last twenty-nine years serving the Ohio Education Computer Network. Chad began his career at the LACA ITC in 1994, immediately after college. Originally hired to support Student Services, Chad advanced to systems manager, then served as LACA’s director of technology from 2001-2017. Chad was the executive director of LACA for four years prior to joining the MCOECN in the fall of 2021 as the manager of the MCOECN Data Center Operations team. In his current role, Chad is primarily responsible for the overall operation of the MCOECN server, network, and storage infrastructure, and continuously focuses his technical skills on enhancing, optimizing, and improving delivery of hosted services to MCOECN’s customers.
Joe spent 29 years in public education as a teacher, coach, assistant principal, principal, assistant superintendent, and superintendent. He started his career in Grove City, Pennsylvania as a teacher and coach and finished in Ellwood City, Pennsylvania in the superintendent role. During his time as an administrator, Joe was focused on innovative ways to deliver instruction, both in the classroom and through technology. He led Ellwood City in their 1:1 laptop adoption for students and changing instruction to both direct instruction and using Google Classroom as a learning management system. He also was integral in bringing a 3-12 STEM program to the district.
Geoff has served as CEO of the Management Council since 2015, leading the mission and strategic plan for the Council and growing the organization that connects, optimizes, secures and empowers academic and administrative systems that support every learner, teacher and leader in Ohio. He is responsible for the array of work done by the Management Council on behalf of the Ohio Department of Education and Ohio’s 18 Information Technology Centers.
Jessica began her career in higher education working for the Art Institute of Ohio – Cincinnati, Kaplan College, and the Everest Institute before discovering that the public sector was her passion. She left the realm of higher education to pursue a non-profit career with the Griffith Foundation before securing a position with the Ohio Educational Service Center Association as Program Manager for Membership & Special projects.
Melissa began her career as a district technology coordinator and computer application/business teacher and during that time was fortunate to develop a wonderful relationship with her district’s Information Technology Center (ITC). While at the district, she led the implementation of OhioSchoolNet and Raising the Bar technology initiatives. In the mid 2010s, she transitioned from the district to an ITC, which introduced her to the Management Council and many of the programs that they support state-wide.
Erica came to INFOhio in the early 2010s with more than 10 years’ experience, including as an early childhood teacher and elementary music teacher. Prior to her role as an INFOhio ILibrarian, now known as Instructional Specialist, she worked for two collegiate universities, one as the Humanities Librarian and the other as Library Director. In her role with INFOhio, Erica evaluated and selected digital tools and resources aligned with Ohio Learning Standards, and supported integration of those tools and resources into classroom instruction. She also collected, analyzed, and shared INFOhio usage data to inform instructional design, and wrote for INFOhio’s social media, blog, and news. She earned a BA in English and Music and a Master of Humanities from Wright State University, and a Master of Library Science from Indiana University.
Matt Calmes serves as the Director of State Software Development. Matt has been with the State Software Development Team since the early 2000s. In his current role, he leads and manages the teams that develop and support the various products in the SSDT’s portfolio. He has a passion for technology and solving hard problems that provide benefit to Ohio’s educational community and the students they serve. 
Greg Buddelmeyer serves as the Chief Financial Officer for the Management Council. He joined the Management Council staff in the mid 2010s. Greg began his career with the Ohio Auditor of State’s Office as an Assistant Auditor, working on audits of Ohio government entities. In the early 1990s, he accepted his first school district treasurer position with Liberty-Benton Local School District. He also spent time as the school treasurer for Defiance City School District and Shawnee Local School District. He eventually moved to The University of Findlay as the Financial Director for Projects and Grants, overseeing the financial operations of The All Hazards Training Center and university grant programs.
As Director of Customer Services and Support, Bill Young is the chief evangelist for excellent customer experiences across the Ohio Education Computer Network (OECN). Bill manages customer support teams that are dedicated to delivering timely and knowledgeable support for major K-12 programs and applications used by teachers and leaders across Ohio. Teams deliver support via a live-chat, a statewide call center, email, and responsive self-help web sites.
Scott Gaughan serves as the Director of Network Services. He currently focuses on network related initiatives, information security, video conferencing, and collaborative purchasing agreements. He joined the Management Council in the early 2010s after spending 30 years in state government, including Ohio DAS/OIT, Ohio SchoolNet and eTech Ohio. 
Ryan has committed his career to serving the K12 education community in Ohio. Starting out in serving INFOhio at a regional Information Technology Center in the 1990s, he quickly adapted to the changing needs of the ITC and became their lead systems administrator. When given the opportunity in the mid 2000s, he came to the Management Council to initiate the first disaster recovery services. Since then and through leading many diverse initiatives, Ryan has developed into a talented technologist who focuses on aligning technology needs and educational outcomes.