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FY26

Accomplishments July 1, 2025 - June 30, 2026

Enterprise Technology: Empowering ASU's Future Enterprise Technology champions the accelerated transformation of ASU’s sociotechnical ecosystem, advancing an intentional and forward-looking evolution of the University. Together, we empower students, faculty and innovators to change futures around the globe. We achieve this profound ambition by architecting human-centered digital experiences and spearheading innovations that elevate the future of education, discovery and societal advancement. Our North Star, grounded in ASU’s Design Aspirations, is to position the University as a global beacon for integrating emerging technologies into learning ecosystems, communications and operations, amplifying human potential throughout the educational journeys of the communities we serve. Our commitment is to forge a future where an exceptional, human-centered technology experience advances ASU’s most ambitious aspirations. Our strategic priorities and goals translate this dedication into focused, collaborative action. The achievement of these objectives, some of which are multi-year endeavors, represents our unwavering resolve to deliver on this commitment.

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Table of contents 1. Advancing Next-Generation Innovation for student and learner success

2. Advancing learning at scale with ethically-guided AI

3. Advancing Next-Generation Innovation for student and learner success

4. Orchestrate strategic impact and enterprise responsiveness

5. Information Security

6. Social impact and inclusive excellence

7. Data, analytics and insight

8. Technology enablement and digital infrastructure

9. Digital transformation

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1. Advancing next-generation innovation for student and learner success Accelerate learning solutions and dynamic technologies to equip all students and learners with the tools to achieve lifelong success.

Cross-Disciplinary AI Literacy Programs and Expanded Global Access Established the AI Scholars Program as a premier cross-disciplinary learning community for 335 students across undergraduate, graduate, transfer, and online populations. The initiative accelerated AI literacy and practical workforce readiness by connecting learners with industry leaders, faculty mentorship, and advanced platforms such as CreateAI and AWS. Sustained platform enhancements enabled the 100 Million Learners program to surpass 100,000 registered learners in March 2026.

Accelerated Faculty Empowerment and Professional Development Delivered 400 specialized AI support and acceleration workshops to over 4,000 faculty and staff participants. These sessions successfully expanded institutional fluency across a diverse suite of generative AI tools, including CreateAI, Gemini, ChatGPT, and Claude, enabling educators to lead with technology. Provided critical experience support for the Agentic Self course within the Tempe classroom environment. This work was executed in sophisticated coordination with the FYI, EdPlus, and HIDA teams to solve complex pedagogical and technical challenges and support the university's move toward agentic learning models.

Sustained Resilient Digital Environments and High-Performance Infrastructure Ensured the stability and performance of the Canvas Learning Management System (LMS) for 190,000 enrolled students and over 5,000 faculty members. While a systemwide disruption occurred due to external malicious activity, the team successfully reactivated all critical Learning Tool Interoperability connections and reestablished system stability within two hours. Managed and successfully resolved over 3,280 classroom support requests, enabling faculty to effectively deliver instruction across more than 10,000 course sections during intensive campus immersion periods. Advanced 109 active and recently completed technology-in-spaces projects across all six university locations with zero systemic operational issues. Key milestones included the delivery of the sophisticated AV system for the California Center Grand student lounge at the Los Angeles campus.

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Engineered Specialized Infrastructure for Medical Education Orchestrated the foundational digital infrastructure for the Shufeldt School of Medicine and Medical Engineering (JSSOMME) in preparation for its inaugural launch. This initiative involved successfully integrating and onboarding new CRM and LMS platforms to support modern innovation in medical student recruitment and clinical education.

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2. Advancing learning at scale with ethicallyguided AI Harness AI and emerging technologies to transform learning experiences and expand educational reach, ensuring all AI-driven learning solutions are principled and support the needs of students and learners.

Enhanced the Student Experience through Automated Support and Credit Mobility Automated the Satisfactory Academic Progress for Financial Aid (SAPFA) appeals process through the deployment of a multi-agent AI model. This solution significantly improved the student experience by reducing processing times to minutes while maintaining rigorous human-in-the-loop oversight and increasing institutional capacity without additional headcount. Accelerated credit mobility and transfer evaluations in collaboration with the Office of the Provost by architecting the Triangulator platform. This machine learning matching engine structured course catalogs from over 2,000 institutions and improved evaluation efficiency from 10 minutes per course to approximately 30 seconds, significantly streamlining the enrollment journey for incoming learners. Advanced responsible AI adoption and global humanitarian impact through the development of KnowledgeBot as part of a Mastercard Foundation grant. This enterprise AI platform serves over 860 staff members, achieving a 95 percent query resolution rate, demonstrating how trusted AI can be effectively operationalized at an organizational scale through rigorous quality assurance and knowledge management.

Academic Innovation and Multidisciplinary AI Prototyping Enhanced faculty course development and academic excellence through the deployment of the Learning Design Suite. This initiative equipped instructors with AI-powered tools such as the Syllabus Helper and Course Builder, which are currently being utilized to modernize and improve course descriptions for 25 percent of the university's offerings. Drove university-wide AI prototyping and discovery by fostering innovation in collaboration with the Shufeldt School of Medicine and ASU Health. Notable successes included the creation of a medical AI avatar platform for clinical simulations, an AI nutrition assistant for the Food is Medicine initiative, and automated document processing workflows for Financial Aid and Scholarship Services. Cultivated student entrepreneurship and athletic innovation through strategic partnerships with Edson E+I and SportX. These efforts supported a USATF initiative to leverage AI to solve complex problems and advance professional development across the sports and innovation sectors for student athletes.

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Engineering Productivity and Enterprise Infrastructure Optimized engineering delivery timelines by cultivating grassroots AI adoption among 66 internal developers, resulting in over 226,000 AI-assisted actions that successfully modernized cloud, web, and mobile infrastructure while reducing project completion cycles from weeks to hours. Engineered and operationalized ATLAS as a proprietary AI-augmented development platform designed to streamline complex engineering workflows for the PeopleSoft environment. This platform successfully reduced multi-day tasks, such as code generation and root-cause analysis, to under 1 hour by leveraging specialized engineering tooling not natively available in commercial products. Scaled the university's foundational AI infrastructure by establishing CreateAI as a centralized hub for more than 30,000 users across the institution. The platform successfully integrated 1,500 Knowledge Enterprise GPUs and provided access to 40 large language models, supporting over 9,500 diverse projects across all academic disciplines. Advanced institutional AI safety and governance in partnership with the cybersecurity team by expanding the Ethical AI Engine. The implementation of SAFER for comprehensive chat audits and guard for real-time risk mitigation against prompt injection ensured that AI adoption remains secure, principled, and compliant across the enterprise.

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3. Transformation towards a dynamic AIforward organization Cultivate an energizing technology culture where our people are the priority in an environment defined by inclusive collaboration, innovation, and a shared enthusiasm for the broad adoption of AI.

Global Orchestrator of AI Thought Leadership Introduced the TechEd Revolution as a transformative vision for higher education, articulating the impact, opportunities and philosophical foundations of AI-enabled education. By fostering a future-ready mindset that positions technology as a driver of human-centered innovation across the sector, Enterprise Technology continues to inspire peer institutions and industry partners to join in the journey toward a reimagined digital future. Through visionary thought leadership, stakeholders at every level are empowered to reimagine what is possible in learning, teaching, and community impact. Amplified executive thought leadership to an international audience through the TechEd Revolution newsletter. Across 16 issues, the publication generated 78,175 impressions and 39,265 article views while securing 5,730 new subscribers, effectively differentiating the institution within the global higher education sector. Cultivated institutional alignment and shared understanding of the TechEd transformation through integrated storytelling and communication campaigns. These initiatives included the publication of two volumes of "The AI Journey" and the Voices of Innovation podcast series, which garnered over 11,000 streams, positioning the department as the strategic driver of the university's technological vision.

Enabled Enterprise-Scale AI Adoption and Research Integration Facilitated the successful October 2025 launch of ChatGPT to the entire university community, a deployment that empowered students and staff to create over 7,755 custom GPTs and engage in more than 34,244 unique interactions. This platform provided critical value to the graduate student community for academic research and programming development while simultaneously advancing specialized models for life sciences research. Advanced technical organizational capabilities through the development of Adversarial Coding Pipelines, a sophisticated multi-agent framework designed to orchestrate, architect and review code. This innovation significantly accelerated the Software Development Lifecycle and established a new benchmark for internal engineering excellence.

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Fostered an Inclusive Culture of Innovation Produced a suite of flagship enterprise events, including Engage, Empower, and AI Day, to serve as premier innovation platforms for the broader university community. These events successfully showcased the impactful work of team members, elevated the internal visibility of technical staff, and reinforced the department's collective value and technological leadership across the institution. Championed a values-led and human-centered environment by creating authentic pathways for team members to lead as AI practitioners, fostering an entrepreneurial culture that encourages staff at all levels to innovate and embrace institutional ownership.

Executed a Skills-Based Workforce Development Strategy Operationalized the department-wide AI Essentials initiative as a cornerstone of workforce programming, achieving an unprecedented 95% staff completion rate. This initiative leveraged the CreateAI platform to perform sophisticated analysis of post-workshop data, directly informing iterative content improvements and maximizing the efficacy of the training. Demonstrated a continuous commitment to a growth-oriented mindset by implementing a skills-based organizational approach, ensuring that the workforce remains technologically resilient and prepared for the evolving demands of an AI-centric future.

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4. Orchestrate strategic impact and enterprise responsiveness Drive a highly collaborative and agile framework for how we identify, define and execute strategic directives from the President’s Office, University Provost, Office of the Chief Operating Officer, Chief Financial Officer, and the ASU Enterprises.

Medical School Launch Readiness Architected the technological foundation for the Shufeldt School of Medicine and Medical Engineering (JSSOMME) by launching a Virtual Skills Lab that replaces traditional cadaveric instruction with immersive learning environments and AI-driven patient avatars. Strengthened inaugural launch readiness for JSSOMME by conducting extensive UX research across student, staff, and faculty cohorts, effectively surfacing critical operational risks and driving the experience-led improvements necessary for a high-quality inaugural year.

ASU as a Global Epicenter for AI Thought Leadership Convened a global cohort of over 650 higher education and industry leaders at the inaugural Agentic AI and the Student Experience Summit. This three-day summit featured 90 speakers from 20 countries, including university presidents, provosts, and CTOs, establishing ASU as a premier thought leader in the responsible adoption of agentic AI to enhance learning, student success, and global workforce readiness. Cultivated a national model for AI communications by utilizing multimodal storytelling and cross-disciplinary summits to demonstrate the university’s stance as an AI-forward organization, thereby accelerating coordination across the ASU Public Enterprise.

Student and Constituent Digital Experience Rebuilt the ASU Mobile App on native technology in partnership with Enterprise Partners and Sun Devil Card Services, delivering substantial gains in platform stability, performance, and accessibility for the campus community. Launched the Degree Planner Beta to 6,000 students in collaboration with the Office of the University Provost, providing a modernized and intuitive interface for students to map and manage their individual academic journeys through a personalized digital experience. Optimized the enterprise web ecosystem through the migration of 426 Drupal sites to the Acquia Cloud Platform, an initiative awarded “Best Transformation for Security & AI Readiness” for generating 3,408 hours of quarterly savings through standardized release cycles.

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Elevating Data Strategy and Digital Accessibility Advanced the Unified Data Strategy by operationalizing a comprehensive discovery and organizational change management framework. This work included conducting stakeholder surveys, steering group interviews, and focus group discussions to define the foundational pillars of the university’s AI-forward data ecosystem. Matured the university’s Digital Accessibility Program by remediating over 41,000 PDF pages, auditing the 25 highest-traffic websites, and collaborating with Deque University to provide faculty and staff with role-based accessibility training.

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5. Information Security Enable everyone at ASU to safely thrive and succeed in a trusted and secure digital ecosystem.

Automated Defense and Rapid Threat Mitigation Operationalized a high-velocity security automation and orchestration framework, automating critical cybersecurity workflows across incident response, phishing investigations, and account protection. This initiative successfully slashed active threat mitigation time from over 1 hour to under 5 minutes through a cloud-based, automated IP-blocking pipeline. Reengineered the Enterprise Vulnerability Management program through the implementation of advanced diagnostic tools, achieving a 96% automated asset matching rate (up from 8%) and facilitating the remediation of 283,000 system vulnerabilities across the enterprise. Enforced automated security compliance and configuration integrity by deploying Infrastructure as Code (IaC), effectively eliminating configuration drift at the provisioning stage and ensuring a consistently hardened state for new digital assets. Modernized email security operations via a seamless transition to a next-generation enterprise platform, enhancing the university’s resilience against sophisticated phishing and identity-based email attacks while improving long-term operational scalability.

Identity Integrity and Fraud Mitigation through AI Innovation Strengthened the university’s admissions and financial aid pipelines by implementing AIdriven identity verification (IDV) and fraud-watchdog capabilities. These tools protect the institution from synthetic identities and fraudulent account creation, ensuring the integrity of enrollment workflows and online learning programs. Enhanced endpoint security and threat containment by increasing granular visibility into device activity, allowing for the proactive detection and prevention of malicious activity before it can impact university-wide operations. Advanced identity security protocols through the integration of real-time threat intelligence, enabling departments to make data-informed decisions that safeguard university admissions and financial aid resources from evolving global identity threats.

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Strategic Risk Governance and Resilience Frameworks Accelerated enterprise security hardening to over 90% completion following a critical Active Directory incident, executing a rapid and comprehensive overhaul of the university’s core identity, authentication, and access control infrastructure. Established an Enterprise IT Risk Assessment Program, providing university leadership with a consistent, defensible, and transparent view of the cybersecurity risk landscape across both academic and administrative units. Expanded Cybersecurity Risk Resiliency through the implementation of a formal, enterprisewide Risk Register. This framework has increased executive visibility and accountability for significant technology risks, fostering a culture where exceptions and mitigation activities are managed with rigorous, risk-informed oversight.

Architected Next-Generation Zero-Trust Infrastructure Transitioned the university toward a Zero-Trust network architecture by systematically retiring end-of-life on-premise systems in favor of cloud-aligned infrastructure and nextgeneration firewalls, effectively reducing the institutional attack surface. Cultivated a proactive risk management culture by integrating well-established threat intelligence sources—such as Google Threat Intelligence—into daily operations, ensuring that remediation efforts are prioritized based on the vulnerabilities most likely to impact the university environment. Identified and codified a cross-functional security architecture across multiple technology domains, ensuring that Information Security principles are embedded into the design phase of all new enterprise technology disciplines.

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6. Social Impact and Inclusive Excellence Advance communities we serve through strategic partnerships, digital inclusion and technological innovation. Our commitment to fostering inclusive environments and empowering communities enables us to deliver on ASU's Charter.

Empowered and Socially Embedded Culture Amplified the "Collaboration Corps" framework to foster a thriving workplace through eight deliberate sessions focused on psychological safety, change management, and appreciative reflection. By integrating ASU’s Nine Leadership Dimensions, the Corps successfully shifted internal dialogue toward empowerment and resilience, ensuring that ET culture serves as a catalyst for human-centered innovation. Revolutionized the "Giving Back" initiative, achieving a 39% utilization rate of volunteer hours year-to-date—a five-fold increase over the previous fiscal year. Through consistent branding, team-based accountability, and a diverse portfolio of community partners, Enterprise Technology is on track to achieve a 85% participation rate, cementing community engagement as a core organizational identity.

Global Technological Diplomacy and Strategic Alliances Solidified ASU’s leadership in global digital inclusion through a high-profile invitation from the U.S. Department of State to present "EDge AI" at the Fostering the Future Together summit. This presentation of offline, low-power AI systems for unconnected regions directly catalyzed an MOU with the Republic of Uganda for implementation across five schools and the launch of the N50 AI for All WhatsApp platform, now supported by an Internet Society Foundation grant. Pioneered the QS ImpACT Skills Challenge as a founding partner, orchestrating a global game design competition involving 160 teams from 67 institutions across 44 countries. This initiative successfully aligned student innovation with the UN Sustainable Development Goals, resulting in winning projects being presented at the United Nations Environment Assembly (UNEA 8) and the global Reimagine Education Awards. Institutionalized an "Invited, Not Applied" status for international thought leadership, resulting in seven distinct invitations to present Next Lab’s student-led innovation models across five countries, while hosting over 32 high-level delegations from five continents seeking to replicate ASU’s applied learning frameworks.

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Partner-Funded Workforce Development and Innovation Engines Mobilized an entirely partner-funded student workforce model, employing 45 students across 12 active projects for 10,992 hours of paid applied work. By securing 100% of student compensation from industry and institutional partners (including NVIDIA, Dell, Zoom, and the Mayo Clinic) Next Lab demonstrated a sustainable innovation engine that produces measurably superior graduate outcomes at zero cost to the university. Advanced the "NextWork" Moonshot Initiative after being selected as the first non-academic unit to graduate from the ASU Foundation Moonshot Program. The proposed framework aims to scale from 50 to 5,000 students annually by transitioning from a studio-based model to a licensed, scalable innovation engine that meets the demands of the future workforce. Strengthened public sector innovation through the ASU-AWS AI Cloud Innovation Center, partnering with government, healthcare, and non-profit organizations to deliver mission-driven prototypes. This model has successfully launched student careers at premier organizations, including Google, Goldman Sachs, and Tesla, proving that technology innovation can simultaneously drive community impact and professional placement.

Democratized Access through Community-Focused Digital Innovation Launched "FutureScape," a suite of 12 immersive career exploration games designed by students to be accessible on standard school Chromebooks and VR headsets. Commissioned by EOSS, this initiative brings specialized career exploration spanning semiconductor fabrication to physical therapy, directly into Arizona K-12 schools, bridging the gap between immersive technology and community educational needs. Empowered global learners through the Mastercard Foundation AI Fellowship, creating a scalable model that transitioned African learners from student contributors to technical leads. This program demonstrated AI technology's capacity to simultaneously drive international workforce and leadership development in emerging economies.

AI Discovery and Future-Ready Learning Architectures Validated the next generation of AI-enabled learning through two Gates Foundationsupported discovery initiatives. The AI Discovery project demonstrated that retrievalaugmented generation (RAG) models deliver higher-quality, less biased support than traditional models, while the $499,000 Math Big Bet initiative produced validated wireframes and architectural designs for a personalized, AI-assisted tutoring ecosystem. Spearheaded the National Scale Enterprise (NSE) initiative, focused on creating an interoperable, user-controlled AI infrastructure. By utilizing Model Context Protocol (MCP) integrations and memory agents, this framework establishes a scalable model for responsible AI adoption that preserves institutional governance and individual agency without vendor lockin. FY26 Accomplishments 15

Scaling Digital Equity and Regional Connectivity Demonstrated national leadership in closing the digital divide by delivering Year 4 of the $34.6 million Maricopa County Broadband Initiative, translating infrastructure investment into measurable impact, including 51,000 individuals with enhanced digital skills, 9,860 devices distributed, and expanded fiber connectivity for underserved Arizona communities through the AZ-1 initiative. Amplified the AZ-1 digital equity narrative through the new “Connecting AZ-1” podcast series, produced in collaboration with Next Lab students, and garnered national recognition through high-profile showcases, including the AP2 (Arizona Partnership for Postsecondary Education) webinar, SHLB (Schools, Health & Libraries Broadband) Coalition, and targeted partnerships with Title 1 Tech, AARP Senior Planet, and the Sun Corridor Network. These efforts advanced digital inclusion and expanded regional workforce opportunities across Arizona.

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7. Data, analytics and insight Advanced enterprise-wide data maturity to drive data-informed outcomes.

Deliver comprehensive analytics Launched and institutionalized "Open Metadata," a comprehensive open-source data management platform designed to serve as the University’s central repository for data dictionaries, term glossaries, and schema directories. By centralizing report lineage and clarifying cross-functional data ownership, this initiative has empowered the ASU data community with a high-transparency self-service framework that provides the foundational structure required for future AI tool integration. Pioneered the University’s inaugural near-real-time reporting solution by leveraging the Enterprise Event Lake to integrate live "Sunny" chatbot data into active backlog reporting. This milestone serves as a scalable blueprint for the transition from traditional batch processing to a high-velocity data orchestration model, enabling business users to respond to shifting operational demands with unprecedented speed and accuracy. Developed and evaluated a Natural Language Query (NLQ) prototype utilizing AWS AI components to transform the user experience from technical query-building to intuitive, conversation-based data exploration. The research and development insights gleaned from this prototype are actively informing the evolution of ASU’s AI-powered operational assistance tools and fostering a more inclusive, data-informed culture. Architected a strategic framework for purpose-built, curated datasets designed to feed both Artificial Intelligence and Business Intelligence (BI) consumers. By moving beyond traditional relational database reporting toward an easy-to-use consumer data approach, this architecture serves as the cornerstone of Enterprise Technology’s unified data strategy, ensuring that data assets are optimized for the sophisticated analytical requirements of the TechEd era. Developed and delivered comprehensive analytics and performance reporting for critical internal units, including the Experience Center, Learning Experience, and Cybersecurity, as well as external digital products such as the Degree Planner. This metrics program empowers departmental leadership with the insights necessary for accelerated continuous improvement and ensures that operational decisions are grounded in objective, high-integrity data.

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8. Technology enablement and digital infrastructure Ensure ASU has a reliable, future-ready digital environment that is securely built to enable strategic ambitions.

Accelerated Network Transformation and Global Connectivity Resilience Surpassed the 50% threshold for the comprehensive Network Transformation initiative, successfully migrating more than half of the University’s wireless access points and port counts to a modern, programmable, and high-capacity environment featuring zero-touch provisioning. Established a 400Gbps high-capacity backbone connecting the DCX and DRT data centers, integrating both facilities into SparkNET to provide the critical border switching architecture required to support intensive AI computing resources and future data center growth. Expanded the University’s global digital reach through the deployment of the inaugural segment of the ASU Los Angeles Fiber Ring and the network transformation of the California Center Grand, extending university-grade performance and resiliency to sites beyond Arizona. Architected and deployed the Tempe Passive Backbone Fiber Hub Network, creating nine localized passive fiber hubs to strengthen redundancy, mitigate the impact of potential outages, and provide a resilient foundation for future campus expansion. Delivered standardized, high-performance network infrastructure for major construction projects, partnering with CPMG and OUA to ensure seamless connectivity for the West Campus Office and Academic Building, ISTB12, Mill Avenue Student Housing, and the Mercado ASU Health remodel, among others. Modernized campus media services through the IPTV transition, replacing legacy coaxial infrastructure with structured cabling to improve service reliability, streamline vendor support, and realize long-term cost efficiencies for the university.

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Global Classroom Deployment and Endpoint Management Transformed the global classroom deployment model by migrating the ASU Common Classroom Image to Microsoft Intune, enabling cloud-based provisioning and management of classroom technology spaces anywhere in the world with a standard internet connection. Executed a university-wide modernization of the endpoint ecosystem, completing the Windows 10 to Windows 11 upgrade across all Service Partnership Agreements (SPAs) to ensure device security, platform supportability, and future-readiness. Operationalized automated update strategies via Microsoft Autopatch and Hotpatch, reducing maintenance overhead and device downtime while ensuring critical security updates are applied without requiring end-user restarts. Advance the move toward cloud-native endpoint management by piloting new Microsoft Intune capabilities, effectively reducing reliance on legacy administrative tools and streamlining institutional device management processes. Enabled the launch of the ASU Health Shufeldt VR/XR Lab through the specialized configuration and deployment of endpoint software supporting immersive simulation and research experiences for the Fall 2026 semester.

Strengthened Identity Governance and Proactive Cyber Defense Modernized the enterprise email security ecosystem through a strategic migration from Proofpoint to Cloudflare, reducing institutional costs while enabling advanced, AI-forward security workflows and enhanced threat detection. Operationalized Microsoft Endpoint Privilege Management (EPM) to enforce least-privilege principles across the enterprise, substantially reducing the attack surface by replacing permanent local administrator access with controlled, auditable elevation workflows. Remediated critical Active Directory technical debt by addressing findings from the ASU Active Directory Audit, thereby improving directory management practices and ensuring the long-term sustainability and security of the identity environment. Enhanced campus safety through the deployment of Emergency DAS Headends across the Tempe, Polytechnic, and West campuses, leveraging existing fiber infrastructure to meet state regulatory requirements and ensure reliable emergency communications.

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Digital Collaboration and Academic Pipeline Efficiency Consolidated the University’s voice telephony onto a single digital collaboration platform, completing the transition to Zoom and decommissioning all legacy analog systems to provide a unified, modern communication feature set. Automated the "Transfer Credit Guide" and "Earned Admissions" pipelines, implementing programmatic data retrieval that saves up to four hours of staff time per day and 10–40 hours of operational effort per session, significantly increasing pipeline conversion rates. Enhanced the Slack Enterprise collaboration environment by upgrading the university contract to enable native AI agent tools, positioning the platform to support more intelligent workflows and increased productivity across academic and administrative teams.

Strategic Expansion of Service Partnership and Deskside Support Onboarded ASU Health into the Deskside Services model, facilitating their transition to the downtown Phoenix location while establishing support processes tailored to their unique clinical and operational requirements. Assumed support responsibility for the Herberger Institute for Design and the Arts (HIDA), modernizing their endpoint management practices and providing increased visibility into device health to improve issue triage and service coordination.

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9. Digital transformation Deliver unified and optimized technology experiences that bolster staff success across ASU and enhance constituent experiences.

Agentic AI and Digital Labor to Expand Institutional Capacity Orchestrated the deployment of ten "Agentforce" autonomous agents in partnership with diverse academic and administrative departments to drive enterprise-wide operational efficiency. Notable successes include Parky, which autonomously resolved 87.6% of parking inquiries; the W.P. Carey Lead Agent, which established a digital recruiter and net-new revenue channel (lead source) that is architected to support the enterprise; and the Universal Learner Program Agent, which autonomously handled 50% of all inquiries with only 17% requiring human escalation, while extending service availability to 24/7. Launched "Dr. Format," an AIdriven first point of contact for graduate students navigating complex formatting and defense requirements, successfully achieving a 94% case deflection rate through automated, highprecision guidance. Empowered Success Coaches by automating initial outreach attempts, saving advisors 5–8 minutes per contact and successfully redirecting staff capacity toward high-value, high-touch student engagement.

Enhanced Student Outreach and Matriculation Modernized student outreach via Proactive AI Agents that utilize real-time PeopleSoft data to text students the moment financial aid or registration holds occur. This initiative achieved an 85% action rate for FAFSA documents and a 36.9% resolution rate for registration holds, dramatically reducing inbound call volume and ensuring students arrived at support sessions already informed. Advanced the National Admissions Application (NAA) by processing over 116,000 applications while integrating five major modernization workstreams, including advanced fraud prevention and identity verification protocols that solidify the platform’s security and scalability. Optimized the matriculation pipeline through the delivery of the Academic Transfer Credit Solutions (ATCS) dashboard and Transcript Work in Progress (WIP) Tool, enabling the university to clear existing backlogs and establish the real-time PeopleSoft integrations necessary to sustain future enrollment growth. Orchestrated the data integration phase of the 12Twenty Career Services platform transition, replacing legacy systems with a fully integrated PeopleSoft and Data Warehouse ecosystem that establishes centralized outcomes tracking and enhances employer engagement for the entire ASU community.

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Staff Success through Intelligent Service Operations Deployed staff-facing CoPilot and Auto-Summary tools to over 200 specialists within the Experience Center, driving a 13% reduction in average handle time and a 32% reduction in hold time by mining institutional knowledge in real-time to support live interactions. Scaled intelligent voice self-service via Enlighten Autopilot, resulting in the deflection of over 14,600 calls per quarter (an 11% reduction in total inbound volume) by enabling virtual agents to complete complex tasks such as password resets and billing resolutions. Decoupled service demand from headcount during the Spring 2026 rush despite a 5.6% increase in enrollment. AI-driven efficiencies allowed the Experience Center to reduce total contact volume by 2.0% and wait times by 17.7% while maintaining a 97.5% customer satisfaction rate. Scaled the Unified Contact Center platform (NiCE) to support 28 distinct ASU units, successfully migrating departments away from legacy telephony systems and providing them with documented AI-onboarding models that permit service growth without proportional headcount increases.

Strategic Fiscal Stewardship and Enterprise Architecture Refinement Averted significant financial exposure regarding Google Workspace limits by executing a massive enterprise data governance initiative that eliminated nearly one petabyte of redundant data, successfully reducing total storage from 2.1PB to 1.15PB. Eliminated substantial technical debt and licensing overhead by decommissioning legacy platforms, including Splunk and MuleSoft, resulting in the removal of a $1M cost center and the migration of those critical operations to modern, scalable architectures. Realized immediate FinOps efficiencies, generating over $61,000 in immediate cost avoidance and $16,000 in recurring monthly savings through the aggressive optimization of cloud compute resources and the elimination of redundant enterprise storage.

Advanced AI Governance and Digital Inclusivity Standards Established a dedicated AI Service Delivery Team to provide essential governance, intake coordination, and operational support for the university’s expanding portfolio of LLM services, including Google Gemini, Microsoft Copilot, and ChatGPT Edu. Scaled the ChatGPT Edu service framework, implementing sustainable usage policies and support models that positioned ASU as a global leader in responsible, scalable generative AI adoption for academic and administrative units. Codified an AI-enabled Experience Navigator roadmap, establishing strategic workstreams, resource models, and implementation frameworks that will inform the future AI-powered career guidance.

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