Manage and oversee operations of the Enterprise Mobile Technologies group, evaluate and establish service priority levels and service level commitments. Create operational policies as it relates to; ordering and provisioning management, inventory management, invoice and contract management, usage management, dispute management, reporting and business intelligence, HW recycling, device type assignments, plan adjustments and manage COOP and various disaster recovery events. Work closely with the various carrier account teams and meet with them monthly to discuss customer service performance, account review, evaluate new plans and discovery of new features that can be made available to clients. Work closely with City agencies on requests and needs for mobile carrier, satellite and equipment services; recommend the appropriate action in response to agency mobile requests, including activation of new service, cancellation of existing service, choice of carrier, change of carrier, change of service type or rate plan or change of equipment type; follow up with the appropriate vendors and carriers and place orders for equipment; provide user-level technical support and troubleshoot communications problems; liaison with other agency divisions concerning new service and equipment costs and determine proper user financial responsibility; prepare analyses of usage and expenditure by carrier and service for all City agencies; prepare budget projections across all City agencies for mobile service and equipment; maintain user and equipment databases; perform inventory control functions, update vendor management system with accurate data and produce periodic inventory reports; activate and program a wide range of mobile devices, including cellular phones, Blackberry devices, various mobile and iOS devices.

As the Deputy Director of Technical Support at the Department of Youth and CommunityDevelopment, I serve the general population of DYCD employees with their IT needs bymonitoring the progress and quality of service the Help Desk delivers to the agency. As theMobile Device Manager I have introduced DYCD to innovative technologies that haverevolutionized the agencies’ workflow while decreasing costs and maximizing efficiency.In addition, as a senior member of the Help Desk Unit, I provide support to my superiors,DYCD Commissioners, and Bureau Heads during priority projects and assignments. Ioversee a team of Help Desk technicians, and I have been entrusted with theimplementation, maintenance, and repair of agency hardware and software. I regularlycommunicate with high-level DYCD personnel, as well as external vendors for services andsupport and other intergovernmental service managers and support entities throughout New York City.