SUMMARY:

• Windows XP migration to Windows 7
• Migrated 1,000+ Windows XP computers to Windows 7 over 9 months
• Confidential
• First mobile app in the country that allowed a resident to report a complaint directly into a municipal work order management system.
• Included custom app and backend servers, plus 3 system integrations.
• Required significant buy - in from staff and business process modifications.
• Commonwealth Connect
• Extension of the Confidential idea, but applied to 50+ municipalities across Massachusetts.
• SnowCOP
• Integrated work order management data with real-time tracking of snow plows in Boston, displayed on a single dashboard.
• Within two years, this application became the central management tool for all of Boston’s snow operations.
• New call center, customer relationship management system (CRM) and work order management system (WOM).
• Mapped 25 business processes and wrote 20+ management reports (SQL)

AREAS OF EXPERTISE:

• Confidential
• Business process analysis and improvement
• Vendor management
• Executive communication
• Strategic and operational management
• Training

TECHNICAL PROFICIENCY:

• Software
• Windows XP/7/8/10
• Windows Server
• SQL Server and Reporting
• Network protocols (DNS, TCP/IP, DHCP, etc.)
• Desktop Support
• HTML / XML
• Hardware
• Network infrastructure
• Cisco routers
• Desktop and server hardware

CAREER PROGRESSION:

Confidential

Sr. Technical Support Engineer

Responsibilities:

• Provide technical support to an enterprise CRM system utilized in municipal government call centers
• Support the following subsystems and technologies:
• Integrations with third-party ESB (SOAP web services, SQL programming, Spring configuration)
• Form configuration (HTML, SOAP web services, JavaScript)
• SQL database performance (Microsoft, Oracle)
• Business Intelligence reports (MS SQL Report Designer)
• Apache Tomcat
• GIS integrations (ESRI)
• On-premise and hosted systems
• Gather business requirements to configure and modify the application
• Product testing and applying application hot-fixes to customer environments

Confidential

IT Business Relationship Manager

Responsibilities:

• Identified high-level business requirements and strategic prioritization for IT projects for 10 city departments
• Primary escalation point for client issues; leveraged positive relationships with all ITSD divisions to coordinate an effective response to service issues
• Demonstrated ability to work in all IT domains - network infrastructure, application support, server support, desktop support, IT procurement, Confidential, business process optimization
• Provide project and portfolio status reporting to executives

Confidential

Program Manager

Responsibilities:

• Designed curriculum for training courses to provide best-practices and adoption guidance to partner municipalities resulting in every community successfully adopting the system
• Managed procurement of technology services, authored multiple RFPs, evaluated vendor responses, and moved contracts through the legal process
• Managed vendor to comply with performance and payment milestones resulting in on-time delivery and completion to specifications

Confidential

Project Manager

Responsibilities:

• Business Process documentation and redesign
• Directed 4-person team that captured 25 operational business processes for the Department of Public Works, Department of Sanitation, Code Enforcement and EOC (Emergency Operations Center)
• Created the change management process for City departments to integrate the 311 call center and Confidential CRM application into existing business processes resulting in a smooth implementation and limited loss of productivity during the implementation
• Developed communication protocol for 311 to interact with all City departments, resulting in timely acknowledgement, responsiveness and transparency to constituents
• Led implementation of Confidential CRM application
• Responsible for all phases of implementation for this enterprise-wide CRM and work-order management application. This included Windows Server provisioning, SQL database installation, Confidential installation, GIS integration, security administration, business configuration, constituent notifications and user acceptance testing.
• Created numerous performance and management reports using SQL Report Designer 2008
• Advised and coached call center management during the transition resulting in efficient development and adoption of new policies and procedures by call center personnel

Confidential

CRM Project/Application Manager

Responsibilities:

• Worked closely with senior leadership to identify innovative new uses for Confidential CRM application, resulting in a new CRM-based Tree Asset Management system, a new system for managing winter snow operations (SnowCOP) and new features in the Confidential iPhone and Android app.
• Utilized business intelligence tools to target areas of greatest value
• Confidential
• Worked closely with business owners to prioritize projects, obtain funding and approval
• Balanced limited resources between ongoing application support and new project development
• Managed 2 FTE’s
• Application management
• Managed production support efforts
• Worked closely with business owners to prioritize outstanding issues

Sr. Business Analyst

Confidential

Responsibilities:

• Led all technical planning activities, including modeling business processes and configuring the Confidential CRM application to match those processes.
• Project manager of the development of the Confidential iPhone application. This application was the first of its kind in the world. Features include: picture and GPS location of the service request from the constituent’s iPhone, full integration with Confidential CRM and automatic notifications sent back to the constituent when the request has been completed.
• Application management
• Led the support team responsible for working with departmental liaisons to provide application support and receive feedback to optimize and expand the reach of the CRM application.
• Mentor junior staff members regarding best practices for business analysis, designing business and technical solutions, and implementing solutions.