• Provide daily telephone, in-person, and chat support for all city employees including the police and fire departments.• Provide remote support using ConnectWise’s ScreenConnect tools.• Manage Active Directory, Exchange, GPO, MS server access, firewall, and Parallels VM farm.• Troubleshoot various issues related to hardware, software, networking, and remote desktop services.• Collaborate with department managers to plan and execute IT projects and upgrades.• Monitor and respond to system alerts and take preventive actions to minimize downtime.• Record and broadcast all live city meetings to our Comcast channel and Web TV channel using Cablecast VOD system.

• Provide reports and graphs detailing work trends and inventory for the General Manager and department supervisors. • Build and maintain executive dashboards for real-time data analytics.• Created mobile app that allows supervisors to record issues found at properties.

• Solution analysis for Application Lifecycle Management software including live demos, Competitive Analysis, discovery, and POC’s (proof of concepts). • Intranet Website development including dashboards and custom reporting.• Commercial Website development and maintenance. • On-premises product installation and configuration including Service packs, critical updates, and security updates.• Create documentation and reference materials for customers. • Lead and deliver quality services and creative solutions to improve infrastructure through automation strategies and best practices.

• Work closely with clients and Project Managers to identify and develop functional specifications for Customer Flow Management systems.• Build and configure the enterprise solution including kiosk, digital signage, and programming requirements. • End to end QA testing, troubleshooting, and "go-live" support for each implementation.

• Responsible for implementation and testing of Customer Flow Management system for a retail queuing application used in 300 stores nationwide.• QA testing where Center of Excellence (CoE) practices were required. • POS/Payment Kiosk Implementation for over 100 locations nationwide.

• Created the Quality Assurance department “from scratch” reducing defects in Production by 75% using Agile (manual and automated) testing methodologies. • Managed the effort to implement a Web-based Customer Support CRM solution.• Managed the Quality Assurance team for local and off-shore team (Mynd).

• Member of EMC Senior Quality Management Leadership Team responsible for IT governance standards, work products and proposals.• Create SOWs and determine resources for requisition orders. • Data analytics and metrics reporting through collaboration with offshore teams (Amdocs, Convergys, and Tech Mahindra).