Cindy Chen Email & Phone Number

San Jose, CA, US

San Jose, CA, US

• Ensure that the IT infrastructure supports the Santa Clara County Sheriff's Office’s operations and strategic objectives effectively:1. IT Strategic Planning and Alignment
• Identify technology needs and create a roadmap that aligns with the organization’s goals
• Collaborate with division leads to understand business requirements and integrate them into the IT strategy2. Team Leadership and Development
• Supervise IT staff, assign tasks, set priorities, and oversee daily operations
• Recruit, train, and develop team members to ensure they have the necessary skills and resources to deliver IT services3. Budgeting and Resource Management
• Oversee the annual IT budget and ensure cost-effectiveness of IT spend

San Jose, CA, US

• Provide senior management oversight and leadership to the TSS Public Safety and Justice (PSJ) division which provides services and solutions to public safety, justice and emergency management agencies and partners
• Manage the PSJ teams responsible for project delivery, business relationship management, customer engagement and department application support, consisting of ~30 staff
• Oversee and manage a $37M capital project portfolio comprising mostly of system modernization initiatives for PSJ agencies
• Point of escalation for cross-team collaboration, project issues, customer concerns, budget requests, and resource management
• Member of the Project Management Center of Excellence (PM CoE) Leadership Team responsible for propagating centralized standards to the PSJ Project Office and ensuring strategic alignment of the PSJ portfolio
• Oversee a customer engagement model that adopts standards from the Service Management Office (SMO), uses Division Advisory Committees (DACs) for centralized stakeholder communications, and empowers IT Managers to make.

San Jose, CA, US

• Led the Public Safety & Justice (PSJ) division which provides services and solutions to public safety, justice and emergency management agencies and partners, consisting of over 60 staff and contractor personnel, with.
• Managed a Project Office responsible for managing a complex project portfolio with a $37M capital budget to implement modernized systems that support the business needs of PSJ agencies and processes
• Coached and mentored the PSJ management team on best practices, leadership, and County processes
• Managed the skills and competency development of technical staff based on emerging technologies and business strategies needed to support work initiatives
• Member of the Executive Leadership Team responsible for defining the department’s mission, values, strategic goals and IT initiatives, and setting division-level priorities that align accordingly
• Maintained Senior IT Manager responsibilities during interim assignment

Redwood City, CA, US

• Led and managed the department’s largest division consisting of 45 employees responsible for client services (Client Relations, County Telephone Operators), end-user support (Service Desk, Mobile Devices, Desktop.
• Responsible for maintaining relationships with customers to understand their business needs and objectives and to help identify, recommend, and implement current and future technology solutions that will maximize.
• Managed technical support relationships and service expectations with customers using effective service management and escalation processes, and serving as the primary point of contact for executive escalations
• Published and maintained a service catalog that describes the department’s service offerings and their associated rates, charge models, and service parameters
• Facilitated discussions between internal teams and customer liaisons on establishing and documenting support models, service chargeback models, service level agreements, memoranda of understanding, and policy exceptions
• Planned, developed, and implemented goals and priorities that align with the County and department’s strategy/vision and provided support to the Office of the CIO

Brooklyn, NY, US

• Managed the allocation, accounting and day-to-day business and staff operations of over 250 personnel responsible for delivering and supporting innovative solutions for NYC agencies
• Managed an annual operational budget of $50M and worked with Project Managers and team leads on planning multi-million dollar capital budgets across multiple years for technology projects based on business priorities.
• Performed human capital analysis to determine resource needs across multiple lines of business and implement strategies to address those needs
• Managed a program that insources IT work to a pool of City resources, serving as a consulting function on agency-managed projects with the goal of reducing vendor costs: defined engagement model for the program.
• Responsible for compiling the division's monthly performance management dashboard which measured all steps of the delivery lifecycle: worked with team leads to define indicators and targets and continuously refine them.
• Provided leadership and collaborated on cross-divisional and cross-agency initiatives and work streams: strategic plan execution and monitoring, policies and guidelines, process improvements, project complexity.

Brooklyn, NY, US

• Oversaw the implementation of Customer Relationship Management (CRM) and Business Intelligence (BI) projects across the City
• Identified opportunities for building out enterprise solutions to meet core business functions in accordance with a defined strategic vision to minimize one-off implementations and redundancy and promoted them to.
• Reviewed, prioritized and approved solutions for new project requests to ensure their alignment to the enterprise strategy
• Worked with business stakeholders and the application support teams to define support models for large programs, accounting for resource availability, existing backlogs, projected changes and increased team efficiency.
• Fostered long-term client relationships with agency executives while managing project-specific expectations

Brooklyn, NY, US

• Managed the implementation of Siebel projects across the City from an application development, architecture and technology perspective
• Served as the main point of contact for business stakeholders and other project teams for requirements discussions, solution design sessions, development scoping, creation of test scenarios and issue escalation
• Continually assessed business needs and managed technical and resource dependencies across releases and environments accordingly
• Defined IT strategies and developed standards for service delivery

Brooklyn, NY, US

• Managed a team of staff and consultant resources responsible for delivering quality solutions for the NYC 311 program through the implementation of major and minor releases
• Followed industry best practices for Commercial Off-the-Shelf (COTS) implementations and established and enforced development standards and processes
• Ensured configuration and customizations met the business and performance requirements, balancing business goals with total cost of ownership of custom development
• Made decisions on scope, schedule, budget, quality, and risks for releases
• Continually managed the changing scope of major releases in order to meet project deadlines and keep up development and test team morale
• Created estimation models and tools to size new development efforts

Brooklyn, NY, US

• Led a team of staff and consultant development resources in the technical design, configuration, unit testing and defect resolution of Siebel solutions for the NYC 311 program
• Managed daily workload using block scheduling and status meetings to ensure that all build assignments and defects fixes were completed in a timely manner
• Performed code reviews to ensure standards were met and made recommendations for improvement, providing coaching and guidance to developers as needed
• Researched the feasibility of change requests and enhancements, assessing their performance and usability impacts to the application as a whole and providing estimates as needed
• Strategized deployment approaches and timelines to ensure that critical content was delivered within the allotted deployment window
• Managed cross-team migrations, mock deployments, mock back-outs and production deployments across multiple environments, ensuring that all technical teams performed their assigned tasks and applications were validated.

Brooklyn, NY, US

• Performed the technical design, configuration, unit testing and deployment of Siebel releases for the NYC 311 program based on business requirements and functional design specifications
• Triaged issues and implemented appropriate solutions to resolve defects and improve application performance
• Performed development tasks and maintained system documentation according to defined standards
• Helped support and maintain live applications by developing system enhancements and defect fixes

Armonk, New York, NY, US

• Utilized technical training, industry best practices and standardized methodologies to analyze, design, develop and implement technology solutions for clients across diverse industries:
• Designed and developed a content-dynamic intranet site for a large insurance company
• Analyzed business requirements for, designed and configured a sales force automation system for the private clients group of a major bank
• Prototyped, designed and configured a customer service representative application for a retail bank
• Created business scenarios for an internal tool as a proof of concept to help prospective clients in the property and casualty insurance industry speed to market with Siebel
• Created test procedures and test scripts for a consumer products application

Bachelor Of Arts (Ba), Science & Technology Studies; Minor In Communication

High School Diploma, Math & Science Institute