Meet the Service Desk

The Service Desk is a five-member team at the Western New York Regional Information Center (WNYRIC) that works diligently to assist customers from 883 different educational settings with a variety of technology issues from Career Tech to Data Integration, Hardware Repair, Security and more. On average, the Service Desk resolves about 28,000 tickets per year and another 2,700 Application Support Requests. Every incident is unique in the time and level of communication needed to diagnose, troubleshoot, and resolve the issue can vary.

Sharon Hourihan

Micro Computer Technology Support Specialist

Sharon says there is never a dull moment at the Service Desk. Since starting at Erie 1 BOCES in 1998, Sharon has been able to gain expertise in a wide range of computer operations as well as make many friends along the way. When she isn’t assisting districts and BOCES’ employees with a wide range of issues, she also assists with service contracts. Outside the office, she is known as the “baby whisperer” for her talents in pacifying infants!

Dominick Drumsta

Computer Support Technician

Dominick has been supporting customers in his career for over 25 years. He started in the private sector and then brought his talents to education, starting at Cattaraugus Alleghany BOCES in 2001 and then coming to Erie 1 BOCES in 2014. When Dom is not assisting districts at the Service Desk, he loves hitting the open road on his motorcycle!

Michael Gerber

Senior Operations Communications Coordinator

After interning in college, Mike was hired at Erie 1 BOCES in 2015. He says every day at the Service Desk comes with new challenges and new solutions, making every day unique. He loves the team atmosphere at the Service Desk as well as the regular potlucks the department is famous for!

Valerie Bifaro

Operations Communications Coordinator

Valerie started with the Service Desk in 2018. From troubleshooting technical issues to resetting passwords, she says she loves being a part of the team! When she’s not in the office, she loves to play softball and volleyball!

William Couch

Operations Communications Coordinator

William loves a challenge and says he enjoys being the first line of support to diagnose and troubleshoot an issue. Wil started at Erie 1 BOCES in 2018 following a career in marketing in the cycling industry. Fun Fact: He studied music in college and has performed concerts in 25 states!