On this show:

From 85 users & 3 locations --- to --- 362 users & 10 locations, with an IT staff of 4 wicked awesome IT mavens.  That's 80 users / 1 IT resource

250 tickets a day

How to eliminate Ticket Bottleneck Bogs

Phone calls on top of tickets

IT coaching end-user culture

Flagging reds and preventative dongles

Walking the floor for "shirt-tugs"

Ask don't tell

Don't talk down to people like the software developers

Phishing won't stop (don't let your guard down)

IT Mentors - good - bad - horrible

The old skills

Communicating with confidence to C-levels

and much much more....