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00:00:00For those who don't know me, I'm Kim Hatcher.
00:00:03I was also the person last year who was destroying it and they took my phone away for some other
00:00:07team to win.
00:00:08So, they made me host it this year.
00:00:11Sports Movie Trovia.
00:00:12So, you guys are going to go, you're going to get into groups of two to five.
00:00:17So no solos, two to five, come up with a cool team name.
00:00:22You are going to join at menti.com and use the code up top.
00:00:28I'm going to move that.
00:00:40All right.
00:00:41We have two.
00:00:42Two people.
00:00:43Codes up top, menti.com.
00:00:46Four pairs.
00:00:48Groups two to five, two to five.
00:00:57Get some trivia in.
00:00:58There we go.
00:01:03We need to wait?
00:01:05Were we waiting on someone?
00:01:10Gotcha.
00:01:1516.
00:01:19This is cool.
00:01:25All right.
00:01:26We're going to start in like four minutes.
00:01:27Four minutes.
00:01:28So, hop on in.
00:01:29Designate somebody to have the phone.
00:01:40All right.
00:02:11All right.
00:02:12Three minutes.
00:02:13Three minutes.
00:02:14Get in your groups.
00:02:15Two to five people.
00:02:16Have someone on the phone.
00:02:17Make a cool team name.
00:02:20We got 24 people, 24 groups.
00:02:25This is sports movie trivia.
00:02:28Sports movie trivia.
00:02:37So, it's menti.com and then the code is up top.
00:03:0745, 98, 54, 22.
00:03:11Yeah.
00:03:12Sounds like a football call.
00:03:13Go sports.
00:03:14All right.
00:03:15We got 31.
00:03:16Two more minutes.
00:03:17Two more minutes and then we're going to start.
00:03:25If you didn't catch it, there was dessert on the side tables and then drinks in the
00:03:31middle.
00:03:38Oh, we lost people.
00:03:5628.
00:03:58Groups two to five.
00:03:59Come on, guys.
00:04:00Sports movie trivia during lunch.
00:04:02Let's get less and less.
00:04:08All right.
00:04:10One more minute.
00:04:12One more minute.
00:04:14All right.
00:04:16There we go.
00:04:20People are coming back.
00:04:26We're coming back.
00:04:30All right.
00:04:35Menti.com.
00:04:3645, 98 and then 54, 22 is the code.
00:04:40Menti.com.
00:04:41Here we go.
00:04:42Should we go now?
00:04:43One more minute.
00:04:44One more minute.
00:05:10All right.
00:05:11We're going to get started.
00:05:12I'm pretty sure it's one of those quizzes that you can join in at any time.
00:05:15So, if you come in late, you can just jump in.
00:05:17Groups two to five.
00:05:18Here we go.
00:05:19Sports movie trivia.
00:05:20Let's get to the first question.
00:05:27What movie is the following quote from?
00:05:29You play like a girl.
00:05:32Is it Field of Dreams, The Sandlot, The Rookie or Bad News Bears?
00:05:42All right.
00:05:52The answer was The Sandlot.
00:05:54One person is not with The Sandlot.
00:05:58All right.
00:05:59Awesome.
00:06:00Awesome.
00:06:01Awesome.
00:06:02Next question.
00:06:03Here we go.
00:06:05Next question.
00:06:06Question number two.
00:06:08In the Benchwarmer starring Rob Schneider and David Spade, how old is Pedro?
00:06:12Is he 15, 37, 43 or 12?
00:06:17How old is Pedro?
00:06:28What?
00:06:29Pedro is 12.
00:06:30He slips the umpire the $10 bill.
00:06:32I am 12 with a birth certificate.
00:06:35Come on, guys.
00:06:36That's a classic.
00:06:39All right.
00:06:41Question number three.
00:06:42Number three.
00:06:43Number three.
00:06:44It gets really quiet.
00:06:45Fill in the blank.
00:06:47If you can dodge a blank, you can dodge a ball.
00:06:50Is it a punch, a wrench, a bullet or a hammer?
00:06:55If you can dodge a blank, you can dodge a ball.
00:07:02Oh, everyone voted.
00:07:06That's nice.
00:07:07It goes a little faster.
00:07:08The answer is a wrench.
00:07:09If you can dodge a wrench, you can dodge a ball.
00:07:17All right.
00:07:18Leaderboard.
00:07:19We have got a lot of people who are doing great.
00:07:24Let's see.
00:07:25Number one giant cowboy hat is in the lead.
00:07:29The real UT.
00:07:31And then Mari sucks at number three.
00:07:35I didn't do it.
00:07:36I didn't do it.
00:07:37All right.
00:07:38Here we go.
00:07:39Keep it going.
00:07:40Question number four.
00:07:43Number four.
00:07:46What are the five Ds of dodge ball?
00:07:50I am not saying them out loud.
00:07:54Is it dodge, duck, dip, dive, and dodge?
00:07:56Is it duck, dig, dive, dodge, and deliver?
00:08:00Dodge, dance, duck, drive, and dodge?
00:08:02Dodge, dodge, dodge, and dodge?
00:08:06Which one is it?
00:08:10Everyone has voted.
00:08:11The answer is number one.
00:08:12You got to dodge, duck, dip, dive, and dodge.
00:08:16Another classic.
00:08:19Question number five.
00:08:22I am having a great time.
00:08:24What is the name of the basketball team of oversized
00:08:27aliens in Space Jam?
00:08:29Is it the Alienators, the Monstars, Toon Squad,
00:08:34or the Galactic Gangsters?
00:08:37The basketball team of oversized aliens in Space Jam.
00:08:43Go on and slam.
00:08:44And welcome to the jam.
00:08:48The Monstars.
00:08:52The Monstars.
00:08:56All right.
00:08:57Number six.
00:09:00All right.
00:09:01True or false.
00:09:02Carl Weathers, who plays Chubbs in Happy Gilmore,
00:09:04was a professional football player before becoming an actor.
00:09:08Carl Weathers played Chubbs in Happy Gilmore.
00:09:12Was he a professional football player before becoming an actor?
00:09:22Everyone has voted.
00:09:23And the verdict is true.
00:09:27He was a football player.
00:09:30Here's the leaderboard.
00:09:33You're going to make me say it out loud.
00:09:35Mari Sucks is in first place.
00:09:39Oh, my goodness.
00:09:43We're all kids at heart.
00:09:45Question number seven.
00:09:49All right.
00:09:50Here we go.
00:09:51What is the name of the country club in the movie
00:09:53Caddyshack?
00:09:54What is the name of the country club?
00:09:56Pine Ridge, Whispering Oaks, Bushwood, or Oakmont?
00:10:02Fun fact, everybody.
00:10:04I grew up in the town they filmed Caddyshack in,
00:10:06Davie, Florida.
00:10:08Fun facts.
00:10:09You're welcome.
00:10:14All right.
00:10:15The name of the country club was Bushwood.
00:10:18Bushwood.
00:10:19Not my generation.
00:10:20I don't think I've seen that movie.
00:10:24All right.
00:10:25Question number eight.
00:10:28Let's see what we got.
00:10:29Where did coach Herman Boone take his team,
00:10:31high school football team, for a two-week training camp
00:10:34in Remember the Titans?
00:10:36Where did coach Herman Boone take his high school football
00:10:39team for a two-week training camp in Remember the Titans?
00:10:51Oh, here we go.
00:10:52Everyone's voted.
00:10:54Gettysburg, Pennsylvania.
00:10:57Remember?
00:10:58It's a movie about...
00:10:59Yep.
00:11:00Here we go.
00:11:01Oh, I clicked the wrong button.
00:11:02Don't worry.
00:11:03I clicked it.
00:11:04We're good.
00:11:05Question number nine.
00:11:10In a league of their own, what team wins the World Series
00:11:12at the end of the movie?
00:11:14Is it the Rockford Peaches, the Kenosha Comets,
00:11:17Racine Bells, or the South Bend Blue Sox?
00:11:20Who wins the World Series at the end of the movie?
00:11:33Everyone has voted.
00:11:36Oh, remember?
00:11:38Racine won.
00:11:41Remember?
00:11:42Kid sister Kit knocks over Dottie.
00:11:44Dottie lets go of the ball.
00:11:45We'll never really know if she let go on purpose or by
00:11:48accident.
00:11:49We'll never know.
00:11:51All right.
00:11:52Oh, we have a new leader.
00:11:54The Southwest Shockers.
00:11:56And in second place, Cake.
00:11:59Very simple.
00:12:00Simple, simple, to the point.
00:12:03All right.
00:12:04Question ten.
00:12:05Here we go.
00:12:06Question ten.
00:12:08What position did Dottie Henson play when she played for the
00:12:11Rockford Peaches in a league of their own?
00:12:13What position did Dottie Henson play?
00:12:17Catcher.
00:12:18Second base.
00:12:19Pitcher.
00:12:20Third base.
00:12:26Everyone has voted.
00:12:29She was the catcher.
00:12:31Her kid sister pitched.
00:12:32What's up, pitcher?
00:12:34Let's see.
00:12:35Marla Hooch played second.
00:12:40Useless information.
00:12:41I got it.
00:12:42Question eleven.
00:12:43Everyone gets quiet.
00:12:46What was the solution to Ricky Vaughn's pitching issues in
00:12:50major league?
00:12:51What was the solution?
00:12:52What was the solution?
00:12:55Was it better shoes, a pitching coach, glasses or conditioning?
00:13:00What was the solution?
00:13:05And?
00:13:06Yep.
00:13:07Good job, everybody.
00:13:09Yes.
00:13:10He needed glasses.
00:13:12Oh, was I wrong?
00:13:14What just happened?
00:13:15Hold on.
00:13:16What did I say?
00:13:17Weird.
00:13:18I don't know why two things are correct.
00:13:20But good job everyone saying the correct one.
00:13:22Question number twelve.
00:13:26Ricky Vaughn is a hot-headed pitcher recruited out of prison
00:13:29in major league.
00:13:30What was his walkout song and also his nickname?
00:13:36Is it Sandman, Hot Stuff, Stud or Wild Thing?
00:13:42Awesome job.
00:13:43I feel like we all love major league.
00:13:45Two for two for getting all of it right.
00:13:47Good job, everybody.
00:13:48Here's the leaderboard.
00:13:49We still have the Southwest Shockers in first.
00:13:51Good job.
00:13:52Very proud.
00:13:53Here we go.
00:13:54Keep it going.
00:13:55Question thirteen.
00:13:56What was the solution to Ricky Vaughn's pitching issues in
00:13:58major league?
00:13:59What was the solution?
00:14:00Was it better shoes, glasses or conditioning?
00:14:02What was the solution?
00:14:03Was it better shoes, glasses or conditioning?
00:14:05What was the solution?
00:14:06What was the solution?
00:14:07What was the solution?
00:14:08What was the solution?
00:14:09What was the solution?
00:14:10What was the solution?
00:14:12Question thirteen.
00:14:13What is the location of the 1947 Dodgers during the movie 42?
00:14:22What is the location?
00:14:24Boston, Los Angeles, New York or Brooklyn?
00:14:28What is the location of the Dodgers?
00:14:311947.
00:14:32What is the location?
00:14:43The Brooklyn Dodgers.
00:14:45Brooklyn Dodgers.
00:14:50Awesome job.
00:14:51Keep it going.
00:14:52Question fourteen.
00:14:56What team did Jackie Robinson originally play for before
00:14:59being drafted to the Dodgers?
00:15:01Was it the Pittsburgh Pirates, the Rockford Peaches,
00:15:05the Birmingham Black Barons or the Montreal Royals?
00:15:09What team did Jackie Robinson originally play for?
00:15:14Here's a hint.
00:15:15It's not the Rockford Peaches.
00:15:22Who picked that one?
00:15:24Who picked that one?
00:15:25Yeah, Montreal Royals.
00:15:26Montreal Royals.
00:15:29I tricked you.
00:15:30I put another.
00:15:35Alright, question number fifteen.
00:15:39What position did Jackie Robinson had to learn when he
00:15:42became part of the Dodgers organization?
00:15:45Did he have to learn shortstop, first base,
00:15:47second base or center field?
00:15:55If you haven't learned, I really like the movie 42 and I put a
00:15:58couple questions there.
00:16:04The answer is first base.
00:16:07Answer is first base.
00:16:08He had to learn first base.
00:16:09He was originally a shortstop and then he played first.
00:16:14Here we go.
00:16:15Here's the leaderboard in first place.
00:16:18Cake.
00:16:20Cake.
00:16:23Second place.
00:16:24Oh, little wind.
00:16:25Oh, someone dropped.
00:16:28I'm going to go with Midwest USA is in second and Maury Sucks
00:16:31making a comeback.
00:16:37Question sixteen.
00:16:39Got it.
00:16:40Ten more left.
00:16:41Ten more.
00:16:44In the true story movie Coach Carter,
00:16:46what is the name of the basketball team?
00:16:49Coach Carter.
00:16:50Is it the Richmond Oilers, the Bay Hill Cougars,
00:16:53the Texas Western Miners or the East High Wildcats?
00:17:00What is the name of the basketball team in Coach Carter?
00:17:08Everyone has voted.
00:17:10Who put East High Wildcats?
00:17:12That is high school musical.
00:17:15The Richmond Oilers is the answer.
00:17:17OK.
00:17:21Question seventeen.
00:17:26And Coach Carter throughout the entire movie
00:17:30asks Timo Cruz what question?
00:17:33Why can't you get your grades up?
00:17:35Do you even care?
00:17:37What is your deepest fear and who are you playing for?
00:17:40Coach Carter throughout the entire movie
00:17:42asks Timo Cruz what question?
00:17:47What is your deepest fear?
00:17:56Who put do you even care?
00:17:58That's not it.
00:18:00It's also a poem.
00:18:01Fun fact, everybody.
00:18:02It's also a poem.
00:18:03I can recite it.
00:18:04Ask me later.
00:18:07Question 18.
00:18:08All right.
00:18:09Here we go.
00:18:10Here we go.
00:18:12Miracle is based on the true story of the 1980 U.S. Olympic hockey team's win over what
00:18:18country?
00:18:191980.
00:18:20U.S. Olympic hockey team's win over what country?
00:18:29Which one is it?
00:18:33Everyone has voted.
00:18:34The answer is Soviet Union.
00:18:37Very nice job.
00:18:40Soviet Union, 1980.
00:18:43Quiz leaderboard.
00:18:44Here we go.
00:18:49Look at that.
00:18:52Mr. 6840K.
00:18:53Okay.
00:18:54That's a fun one.
00:18:55Okay.
00:18:56Different.
00:18:57Unique.
00:18:58All right.
00:18:59Question 19.
00:19:05What intense workout does Herb Brooks have his team do over and over again after their
00:19:10tie with Norway in Miracle?
00:19:12This is like the climatic scene before the big game against the Soviets.
00:19:17What intense workout?
00:19:19Is it suicides, burpees?
00:19:21Does he make his team wrestle or does he make his team do hills?
00:19:29Which one?
00:19:30Suicides.
00:19:32He makes that team go back and forth on the ice over and over again.
00:19:36Watch the movie.
00:19:37If you haven't watched the movie, it's a great movie.
00:19:40All right.
00:19:42Question 20.
00:19:45Everyone gets really quiet.
00:19:46Everyone's excited.
00:19:47During the climatic moment of the movie Miracle, what round in the Olympic tournament are they
00:19:51playing in?
00:19:53What round?
00:19:54Is it seeding, semifinals, quarterfinals, or is it the gold medal match?
00:20:00What round?
00:20:02This is not only sports movie trivia.
00:20:04This is US history right here.
00:20:06Everyone has voted.
00:20:09The answer is the semifinals.
00:20:13Great job, guys.
00:20:16Great job.
00:20:17Then they went on to beat Finland in the gold medal match.
00:20:20You're welcome.
00:20:21Fun facts coming right at you.
00:20:22All right.
00:20:24Five more questions.
00:20:25Here we go.
00:20:26Question 21.
00:20:30The rookie is based on the true story of Jim Morris, who pitched for what major league
00:20:34baseball team?
00:20:36The rookie.
00:20:37We're missing some quotations.
00:20:40Is it the Texas Rangers, Cleveland Indians, Tampa Bay Devil Rays, or the Arizona Diamondbacks?
00:20:47Which team did he pitch for?
00:20:52Oh, I tricked some of you.
00:20:59Tampa Bay.
00:21:00He's from Texas, lives in Texas, and they played against the Rangers in the big climactic
00:21:06scene.
00:21:07Tricked you.
00:21:08Gotcha.
00:21:09Here's the leaderboard.
00:21:10Mr. 6'8", 4'0".
00:21:11Okay.
00:21:12I like it.
00:21:13We're in the lead.
00:21:14Hold on.
00:21:15Things might shift.
00:21:16No.
00:21:17We're...
00:21:18Oh.
00:21:19Jimmy Wins is in second.
00:21:21All right.
00:21:24Question 22.
00:21:30In the movie We Are Marshall, what NCAA rule does Jack Lingle need to be waived to rebuild
00:21:35the football team?
00:21:36In We Are Marshall, what NCAA rule needs to be waived?
00:21:40Is it prohibiting athletes from profiting off name-image likeness?
00:21:44Is it prohibiting practice hours from exceeding 20?
00:21:49Is it prohibiting sex discrimination, or is it prohibiting freshmen from playing varsity?
00:21:54Yep, that's the answer.
00:21:57Prohibiting freshmen from playing varsity.
00:21:59All right.
00:22:02We only got three questions left.
00:22:07Three questions left.
00:22:08Everyone's quiet down to the thing.
00:22:14What organization does Clint Eastwood's character scout for in Trouble with the Curve?
00:22:19What organization?
00:22:20Is it the Oakland A's, the Boston Red Sox, the New York Yankees, or the Atlanta Braves?
00:22:25Clint Eastwood.
00:22:27Again, great movie.
00:22:40Atlanta Braves.
00:22:42Atlanta Braves.
00:22:44Boom.
00:22:46Two more.
00:22:51Here we go.
00:22:52Question number 24.
00:22:55In the movie Moneyball, a flashback scene depicts Billy Bean as an athlete with five
00:22:59tools, hitting for average, throwing, fielding, running, and what is the final tool?
00:23:05Is it mindset, hitting for power, looks great in a uniform, or consistency?
00:23:16What were the five tools that Billy Bean had?
00:23:20Hitting for power.
00:23:21Yes.
00:23:22It's not looks great in a uniform.
00:23:24Who put that?
00:23:26Why do you think that's the answer?
00:23:27What MLB scout is going to tell a player that?
00:23:30All right.
00:23:32Last one.
00:23:34The question is already live, so I can say it out loud.
00:23:37Now you need to fill in the blank.
00:23:39Now y'all would guess that more often than not, the highest paid player on an NFL football
00:23:43team is the quarterback, and you'd be right.
00:23:46But what you probably don't know is that more often than not, the second highest paid player,
00:23:50thanks to Lawrence Taylor, is what position?
00:23:54Wait for the load.
00:23:55It's coming.
00:23:56It's coming.
00:23:57Fill in the blank for the movie, The Blind Side.
00:24:02Is it running back, tight end, left tackle, or center?
00:24:11Thanks to Lawrence Taylor.
00:24:13Three, two, one.
00:24:22The answer is the left tackle.
00:24:24Great job, everybody.
00:24:25Look at us being football fans.
00:24:28All right.
00:24:29The final winners.
00:24:31Wait for it.
00:24:32It might reshuffle.
00:24:33Wait for it.
00:24:34There we go.
00:24:38And the winners is Jimmy Wins.
00:24:41Jimmy Wins.
00:24:42Jimmy Wins.
00:24:43All right.
00:24:44Alexis is right there.
00:24:45She's going to tell you guys what you won or what you have to do later.
00:24:51I don't remember what she told me.
00:24:53Thanks for playing, guys.
00:24:55We got 15 minutes left to hang out.
00:24:58Ah, the camera's on me.
00:25:00I'm going to go.
00:25:02Thanks, guys.
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00:58:12All right.
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00:58:15All right.
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00:58:22All right.
00:58:23Mosley sound test.
00:58:24I grew up in southern Illinois about halfway between Kentucky and St. Louis before moving
00:58:25on.
00:58:26So this morning, when the speaker asked if there're any Cardinal fans in the room, my
00:58:27hand went up.
00:58:29I moved to Florida four years ago, to the day.
00:58:38So I've been in technology for about 20 years.
00:58:40I got my start in software and database development before I moved into technical leadership.
00:58:45My previous industry experience is in education, Major League Baseball, and most recently health
00:58:50care.
00:58:51I've worked on a number of large-scale software development and infrastructure projects over
00:58:54the course of my career that are very similar to the work we're doing at USSSA.
00:58:59So enough about me, I definitely want to shake a few hands this week, so if you want more
00:59:05of the details, come find me at the tech lab or the bar and I'll give you those details.
00:59:12And I realize I'm at the risk of putting everyone to sleep, but I want to briefly touch
00:59:17on the type of people that work on my team.
00:59:19We have a variety of skills in the department that we bring to bear on any given project,
00:59:24and I just want to give an overview.
00:59:26We have data and software engineers making continual improvements to the platforms we
00:59:30use every day.
00:59:32We have infrastructure staff who make sure the lights stay on, the emails are sent, and
00:59:36the paychecks keep coming.
00:59:37And we have product and support staff who are the public face of the team, making sure
00:59:42the entire organization is heard and their problems resolved.
00:59:46So I say that because I want to create transparency around the people that we think we need on
00:59:50the staff, and I definitely want to give a shout-out to my team.
00:59:54Some of them are here now.
00:59:56It's often easy for the guy at the top to take all the credit, and I wouldn't get very
01:00:01far at all without them.
01:00:03So thank you.
01:00:07Okay, enough about myself.
01:00:13Developing new technology.
01:00:15That's very much a goal and a driver in our department.
01:00:19However, it doesn't mean much if no one can operate in the meantime.
01:00:24The team has spent quite a bit of time evaluating our existing technologies, making sure they
01:00:28can handle the workload we throw at them and last long enough into the future while we
01:00:32make progress on the next round of platforms and tools.
01:00:36So I'll take a moment to speak about our existing technology and what work we're doing to keep
01:00:40them optimal.
01:00:41Now, true story, during the first week that I worked at USSS, the director's center went
01:00:47down, crashed.
01:00:49So we cut it back up in about an hour, and I thought that that was just bad luck.
01:00:53But then a couple weeks later, it went down again.
01:00:57So this is when I shifted priorities pretty dramatically.
01:01:01We can't run the business if the site isn't reliable.
01:01:04And our team can't make progress on our goals if we're constantly stopping to get the site
01:01:08back up and running.
01:01:11So we began monitoring the director's center and found quite a few problems right away.
01:01:15Some of the functions on the site worked fine until a large number of users triggered them
01:01:19simultaneously.
01:01:21Some parts of the site just weren't efficient and had a tendency to use too many of the
01:01:25system resources.
01:01:26So the team started a rather painstaking process of catching these flaws one at a time and
01:01:32addressing the issues that caused the failures.
01:01:35Little by little, we saw progress.
01:01:37Failures decreased, and performance of the site went up.
01:01:40We started hearing good news from the field that our work was noticeable.
01:01:44We also discovered that the site wasn't as secure as it should be.
01:01:48So we've completed a project to make sure that the sensitive information passing through
01:01:51the system was appropriately encrypted.
01:01:55We discovered that the process that allows us to pass and share data with our partner
01:01:59sites was flawed and often brought down the system.
01:02:04So we completely rewrote that technology, allowing us to still grow our web presence
01:02:10through trusted partners and not have to disable functionality.
01:02:16In addition to the director's center, we have many other sensitive functions that we support,
01:02:22many of which run out of the headquarters at Florida.
01:02:24Our email servers still run on site, for example.
01:02:29And we also run much of our media operation in Florida as well.
01:02:34The infrastructure that keeps these business requirements up and running is out of date.
01:02:38In some cases, it's failing.
01:02:39So we're looking to shore all of that up.
01:02:42We're currently looking at increasing bandwidth at headquarters to make sure the platforms
01:02:46are running optimally.
01:02:47And we're also attempting to build in redundancy.
01:02:50There is one network connection that runs into the facility at Florida.
01:02:55So when it goes down, it's noticed.
01:02:57Last week, we had to have a planned outage for services that was necessary.
01:03:03But while those things are necessary, it disrupts service.
01:03:05You can't get your emails when we do that.
01:03:08And not all outages are planned.
01:03:10We occasionally get extreme weather in Florida.
01:03:13And that could lead to some significant downtime.
01:03:18So with redundant connectivity that automatically fails over, these types of outages should
01:03:22become a thing of the past.
01:03:23And we're evaluating several proposals to implement such a thing.
01:03:27We're also continuing to explore the possibility of increasing our cloud footprint.
01:03:32To date, the options we've evaluated have been too cost prohibitive.
01:03:36So we'll continue to explore that option in 2025 to make sure that we find services that
01:03:42are quality that do not break the bank.
01:03:49Support.
01:03:51Support is something that is a top priority for our team and something that we will be
01:03:55constantly trying to improve upon.
01:03:57I want to share some of the ideas that we've implemented this year and that we will continue
01:04:01to build on.
01:04:03So in the past, when anyone would reach out to you, TripleSA, needing support, we pretty
01:04:08much completely relied on experience.
01:04:12If the support staff was unfamiliar with your issue, it took time to troubleshoot.
01:04:17If the support staff left the organization, they took that knowledge with them.
01:04:22If someone called off sick or was working on something else, your issue would probably
01:04:25have to wait.
01:04:26So this is changing.
01:04:28We've implemented a ticket tracking system for the first time at you, TripleSA.
01:04:33Now all the issues are logged, categorized immediately.
01:04:37The goal here is that issues take less time to resolve while simultaneously negating the
01:04:43impact of maintaining institutional knowledge.
01:04:46And of course, we can report on all of this.
01:04:50We'll be able to grade ourselves on how well we're doing and how many issues are resolved
01:04:55and how quickly we resolve them.
01:04:57We should also start to gain insights into our users once we have collected enough data.
01:05:02We will be able to notice trends related to support requests and know when the different
01:05:09times of the year are when we will see surges.
01:05:12I'm also anticipating that this will be able to create or to direct our decision-making
01:05:17process to create a better experience for our users.
01:05:21If we notice a trend, we'll be able to direct this to our engineers who can use that information
01:05:26to redesign the platform.
01:05:28But for now, here is our report card.
01:05:31You can see...
01:05:32Oh, it's not there.
01:05:35Oh.
01:05:37We've closed 18,000 tickets from early summer to the end of October.
01:05:43We have a median response time of 162 minutes.
01:05:48So the industry standard is about one day, so the following day.
01:05:51But this allows us to grade ourself and make sure we're always improving.
01:05:56So this time next year, we will have a full year of data and we'll be able to grade ourselves
01:06:01against our past performance.
01:06:05There we go.
01:06:07So the ticketing system, though, is just one aspect of our new direction with support.
01:06:11We also have a knowledge base.
01:06:14We have over 200 knowledge base articles along with training videos available for the users.
01:06:20You can see here that our articles have been viewed over 30,000 times with over 7,000 just
01:06:26in August.
01:06:28You can also see that of those 30,000 views, 15,000 are unique.
01:06:33So this tells me that people find this tool useful and that they are coming back.
01:06:38We also can see what our users are interested in knowing.
01:06:42If you can...
01:06:43If you're able to see that, you can see that the two top requests are learning about the
01:06:49Guardian accounts and determining age availability or eligibility, sorry.
01:06:59Artificial intelligence.
01:07:01So we've also implemented an AI tool for our users.
01:07:04You can see a picture here of Finn.
01:07:07Finn is our AI chat bot.
01:07:09Users can ask questions to Finn or the bot can recommend articles or help the user submit
01:07:14a ticket to the support team.
01:07:16There will be a record of these interactions that the user can review in case they lose
01:07:20the information themselves.
01:07:21And of course, we can review the data generated by the chat bot on our end.
01:07:26This helps us evaluate what our users are asking about and what they're having trouble
01:07:30with and take proactive action.
01:07:34So we obviously will continue to grow this functionality in the coming year with hopes
01:07:39of having AI potentially take actions on behalf of users in the future.
01:07:49So the new .com rebuild is underway.
01:07:52Please visit the tech lab during the convention so that you can get your hands on it and see
01:07:56how it's progressing.
01:07:59We're very interested in feedback, good or bad.
01:08:02So I want to encourage everyone to share their thoughts.
01:08:04We put this work out for bid this summer.
01:08:07With all of the development work we're doing simultaneously, I'm very interested in acquiring
01:08:12additional partners to make sure that we progress on all fronts.
01:08:15The main initial focus of this project is feature parity on an updated platform.
01:08:21We want to make sure our users have the same functionality they've always had.
01:08:27However, you can see that we do not intend to stop adding features.
01:08:30Our plan is to continue to grow this site beyond its initial implementation.
01:08:36We want to create an experience that users want to come back to time and time again beyond
01:08:40simply registering or searching for events.
01:08:42We want users to feel, through the site, that they are more connected to USSSA.
01:08:47But again, I want to hear from you and make sure that we're providing value.
01:08:52The same applies here.
01:08:57Work continues on the director center replacement, or what we've been calling DC Gen 2.
01:09:02The work on this project has been structured so that we are working, testing, and releasing
01:09:07individual functional modules at a time.
01:09:11So we have four modules for everyone to take a look at here at the convention.
01:09:16Event management, entry management, scheduling, and teams.
01:09:22These modules are set up here and ready for you to check out in the tech lab.
01:09:25Members of the team will be in the lab and waiting to help you get set up and even walk
01:09:30you through the process if need be.
01:09:32We have training documents ready to guide you through the process.
01:09:35And we can make those documents available to you post-convention so you can take the
01:09:39homework with you when you go.
01:09:42We also have QR codes in the room.
01:09:44They're going to be set up on the tables and smaller ones that you can put in your pocket.
01:09:48Understanding the code will take you to a site where you can leave feedback on your
01:09:52experience.
01:09:53Again, please let us know about that experience.
01:09:56Both the good and the bad, because I need both.
01:10:00It doesn't matter what I think about these modules.
01:10:02They aren't for me.
01:10:03They're for you.
01:10:05If we make changes to any of these platforms, it should be based on your feedback.
01:10:09So please let us know what works and what doesn't.
01:10:14You'll probably see me in there as well.
01:10:18Okay, data analytics.
01:10:22USSSA needs to give directors the ability to make data-driven decisions.
01:10:29To be able to make those decisions, you need access to real-time, on-demand data.
01:10:34Currently, we have nothing like that.
01:10:38So how do you get the data you need?
01:10:40What is the process?
01:10:41For most of you, you just wait until the convention and see what the previous year
01:10:45looked like.
01:10:48We do see a few requests for data come in throughout the year, but that process isn't
01:10:52much better.
01:10:53When someone submits a request for data, this is assigned to a data engineer.
01:10:58Depending on the complexity of the request or their current workload, you might get a
01:11:02result in a couple of days.
01:11:04The engineer takes the information, copies it into a spreadsheet, emails it back.
01:11:10This is just not how it's done everywhere else, and it's not very helpful.
01:11:14So we're looking at a new direction here in the next year.
01:11:18We've been evaluating our data over the course of 2024 and realized that there is a lot of
01:11:23work to do.
01:11:25We have decades of information that we could be taking advantage of.
01:11:31Changes made over the years were not documented, and even for seasoned data engineers, it can
01:11:37be challenging to make sense of the history of USSS through our data.
01:11:41But I think this is a worthwhile goal for 2025.
01:11:45The team is currently building out a data warehouse for this exact purpose.
01:11:49Our data lives in a lot of different places, and it needs to be consolidated.
01:11:55Once that happens, the plan is to roll out a few prototypes.
01:11:59You can see an image of one such crude prototype on the screen there.
01:12:06Once that happens, we will be in a position to take requests.
01:12:12Once the data is clean, we can turn around something like this pretty quickly.
01:12:17Then it's done forever.
01:12:19No more calling the help desk.
01:12:21No more submitting requests for it.
01:12:22It's there.
01:12:23It can be used by anyone who wants to take advantage of it and will be available on demand.
01:12:27The data will be real-time.
01:12:29It will reflect any event or team or financial transaction the same day or from years ago.
01:12:36So as I mentioned, we'll be taking a crack at creating the first few.
01:12:41But we want to hear from you again.
01:12:44Is this useful?
01:12:45And if it's not, what would be?
01:12:47What information would give you better insights into your business?
01:12:51So don't be surprised if we approach you asking this question next year.
01:12:58So I want to wrap up by reiterating our commitment to supporting you, the director.
01:13:04It is the only reason we're here, the only reason we're doing what we're doing.
01:13:08I want to thank you for your time and, again, encourage your feedback on our direction.
01:13:14Simply put, I see our job as making your job easier.
01:13:18And I want to know from you if we're succeeding.
01:13:20So thank you for your time.
01:13:22I appreciate it.
01:13:23And I will see you in the tech lab.