General:-Day-to-day operations of NYCAPS Central (NCC) Help Desk, which handles more than 85,000 calls and 60,000 emails from City employees, human resources representatives, and job applicants annually-Qualitative and quantitative analysis of NCC operations for Human Capital senior management-Utilizing NYCAPS (New York City Automated Personnel System) to resolve customer inquiries using employee/applicant information and queries -Contributing to agency communications regarding changes in NYCAPS functionalityHighlights:-Project manager overseeing planning and deployment of new Interactive Voice Response (IVR) and Customer Relationship Management (CRM) systems. Managing the citywide rollout of public-facing CRM user portal. Serving as systems administrator, responsible for system configuration, managing user accounts on both public and internal interfaces, liaising with vendor and IT support to troubleshoot and implement enhancements. -Review call statistics (e.g. volume, wait times, and call length) and perform quality assurance on calls to identify trends and areas for improvement-Re-engineered previous IVR menu to align options with call volume metrics and preempt misrouted calls in order to reduce workload and provide more seamless customer experience-Support monthly reporting of Key Performance Indicators to senior management-Spearheaded changes to Peoplesoft password pages to reduce customer contacts-Selected as co-lead of technology working group as part of bureau SWOT initiative, working with fellow HC staff to identify opportunities to use technology to improve operations within the line of service.

- Project management, including identifying, tracking and assigning project resources; project documentation, including presentations, workflows, timelines, training and outreach documentation - Policy and operational assessments; streamlining agency operations; increasing efficiencies and customer service- Best practices research and analysis- Requirements gathering for software applications and evaluating software features against business needs; presenting requirements to IT staff; qualitative and quantitative evaluations of technology initiatives in order to deliver targeted solutions- Delivering executive level briefings, including development of technical and non-technical reports- Developing customized end-user documentation; developing and delivering end-user training, including training aides- Graphic design for both internal and public-facing documents- Leveraging social media applications for crowd sourcing and outreach

Assistant to the Deputy Commissioner of Procurement and Technical Services, responsible for various procurement and MIS-related issues.