127: Don't Lose Yourself with Thomas Eastlack

After a stretch of inconsistency, Ryan kicks off 2026 with a simple promise: the show is back, and the conversations are the fuel. In this in-person episode, he sits down with Thomas Eastlack, a familiar face at Yavapai College who recently moved from the IT service desk into a newly created role supporting HR technology.Thomas unpacks the shift from reactive “break/fix” work to proactive systems thinking—ticketing workflows, website iteration cycles, chatbot training, and the early push toward cloud-first habits. But the heart of the conversation is service: empathy, trust, and the mindset that keeps support work human even when the calls are repetitive. It’s also a candid look at imposter feelings, decision-making pressure, and what it means to grow into being “the expert” while staying grounded in who you are.Topics DiscussedMoving from service desk technician to HR IT lead analystReactive support vs proactive process and systems improvementLaunching an HR ticketing system for routing, automation, and accountabilityWebsite refresh realities: iterations, stakeholders, and “meeting in the middle”Training and maintaining a website chatbot and early AI exposureShifting departments while staying collaborative with central ITEmpathy as a practical support skill (tone, language, and de-escalation)Avoiding burnout and jadedness when the same problems repeatHiring for attitude and service mindset over day-one operational knowledgeGrowth, purpose, and why Yavapai College is a place people stayConnect with ThomasEmail – [email protected] – https://www.linkedin.com/in/thomas-eastlack/Connect with Ryan@Ryan_A_Grayhttps://www.linkedin.com/in/ryanagray/[email protected] by Chris DechterHave feedback or guest ideas? Let us know!This show is a production of Higher Ed AV Media. Visit www.HigherEdAV.com for fresh content every day!