Lead and strategically manage the Transit Scheduling & Operations Management application portfolio, supporting business processes and functions related to transit service planning, transit scheduling, transit employee work selection, and transit daily operations. Specific responsibilities include:• Manage, mentor, and encourage the Transit Scheduling & Operations Management Application team within the MBTA IT Enterprise Applications group, providing production support and project delivery for custom and vendor-delivered applications.• Collaborate with executive sponsors and business stakeholders to understand their needs, define requirements, and counsel regarding potential pitfalls related to application customization and integration• Lead technical roadmap, project prioritization, and project delivery with a focus on process optimization and end-user enhancements• Manage and coordinate with technical resources from the software vendor for project delivery and issue resolution• Serve as technical product owner and subject-matter expert (SME) for multiple enterprise applications, including the GIRO HASTUS application

Lead Business Systems Analyst for the MBTA's Workforce Modernization Program (WMP). The WMP group is a business transformation team tasked with modernizing many paper-based business processes and systems related to service planning & scheduling, operator work selection, and day-of-operations management for bus, light rail, and heavy rail operations. To achieve these objectives, the WMP group is utilizing the specialized transit application suite of GIRO HASTUS. Duties, responsibilities, and projects include:• Manage and support multiple workstreams and integrations pertaining to the MBTA’s implementation of the HASTUS application, using standard project and software development lifecycles.• Elicit and analyze the requirements of business stakeholders for the development of systematic technical solutions with, and for, HASTUS.• Manage the documentation of business requirements and development of technical specifications for modifications or enhancements to HASTUS.• Create relational diagrams for the physical & logical architecture of HASTUS, including data flows and system interactions.• Facilitate discussions with senior leadership & project sponsors, all relevant business and technical stakeholders, and project team to define project scope, roles, responsibilities, and timelines.• Manage the development of standard operating procedures (SOPs) and technical support documentation for HASTUS.• Manage the development and support of inbound and outbound interfaces to and from HASTUS with other enterprise-level applications.• Manage application analysts performing the triage of end-user issues and troubleshooting of software functional & technical errors.• Manage and coordinate with technical resources of the software vendor (GIRO) for the resolution of functional & technical errors encountered in the application.• Subject Matter Expert (SME) on the functionality of the HASTUS application, including the Geo, Vehicle, Crew, Roster, Bid, and Daily modules.

Scheduler within the MBTA Plans & Schedules Department. Duties, responsibilities, and projects included:• Build and maintain vehicle schedules, crew schedules, and rosters in HASTUS, ensuring accuracy, efficiency, and cost-effectiveness.• Perform analysis and confer with Operations and Service Planning staff regarding needs to modify existing schedules.• Maximize the use of MBTA equipment and manpower resources while minimizing unnecessary costs.• Represent the Plans and Schedules Department at Service Committee meetings.• Prepare statistical and descriptive summary reports for distribution to appropriate administrative and operating departments.• Provide assistance with HASTUS software enhancements and business process re-engineering.• Document, develop, and deploy custom operational and statistical reports in HASTUS for use by Plans & Schedules staff.• Develop, test, and deploy user permissions in HASTUS based on established user job functions.• Create user accounts for new HASTUS users.• Develop, test, and implement an import interface to migrate bus stop data from external sources to HASTUS.• Utilize SQL to query and aggregate AVL data from the TransitMaster CAD / AVL system for use in the HASTUS ATP module.• Create technical documentation for recurring processes related to AVL data queries in SQL and HASTUS data imports.• Managed the quarterly import and quality assurance testing of employee work selection data to HASTUS.• Managed data refreshes of the HASTUS environments, creating database copies and coordinating with the Database Administration team within MBTA IT to troubleshoot and resolve database issues.• Managed the installation of HASTUS software releases, including the coordination of user communication, software testing, and migration of code from the Test environment to the Production environment.• Communicated with GIRO HASTUS vendor staff regarding functional and technical errors with the software.

Business Systems Analyst for the Workforce Modernization Program (WMP) group within the MBTA Plans & Schedules Department. The WMP group is a business transformation team tasked with modernizing many paper-based business processes and systems related to service planning, service scheduling, operator work selection, and day-of-operations management for bus, light rail, and heavy rail operations. To achieve these goals, the WMP group is utilizing the specialized transit software suite of GIRO HASTUS. Duties, responsibilities, and projects included:• Gather and document requirements for systems, processes, and workflows.• Analyse and document differences between current systems and proposed systems.• Create technical documentation for HASTUS end-users.• Develop, test, and deploy user permissions in HASTUS based on established user job functions.• Document, develop, and deploy operational and statistical reports in HASTUS for use by Operations staff.• Coordinate end-user training for employees from multiple areas / divisions.• Perform system administrator functions, including the creation of HASTUS user accounts and the installation of software releases.• Create and maintain documentation for support procedures and recurring system administrator processes.• Primary support contact for troubleshooting software functional errors and technical errors of end-users and WMP group staff.• Primary support contact for troubleshooting hardware issues of end-users and WMP group staff.• Troubleshoot errors in the import and export of system interface files.• Communicate with GIRO HASTUS staff regarding functional and technical errors with the software.• Develop and execute training programs for HASTUS end-users.• Create relational diagrams for the physical and logical architecture of HASTUS software.• Primary assistant to the Project Manger and Technical Project Manager for the implementation and on-going support of project management office (PMO) protocols.

Served as the service planner, scheduler, and ITS analyst for the Pioneer Valley Transit Authority (PVTA) bus routes operated by UMass Transit Services. These routes primarily serve the University of Massachusetts Amherst, Five College Consortium, and surrounding communities, carrying over 3 million passengers annually. Duties and projects included:• Worked with senior UMass Transit operations staff, Pioneer Valley Planning Commission (PVPC) staff, and Pioneer Valley Transit Authority (PVTA) staff to develop bus schedules and service calendars.• Lead the yearly service update and modification program to improve and better coordinate service for passengers.• Utilized GIRO HASTUS software to model and maintain routes, vehicle schedules, crew schedules, and bus stops for PVTA bus routes operated by UMass Transit.• Created yearly bookings and analyzed route / shift data from HASTUS.• Developed and maintained public and internal service calendars.• Served as the system administrator and point-of-contact for all Avail Technologies CAD / AVL software at UMass Transit, including providind end-user support.• Trained dispatchers in the operation of Avail Technologies CAD / AVL dispatch software.• Updated on-board vehicle announcements using Avail Technologies software to improve announcement format consistency and compliance with Americans with Disabilities Act (ADA) regulations.• Generated, distributed, retrieved, and recorded National Transit Database (NTD) passenger count surveys.• Generated monthly and yearly mileage reports for National Transit Database (NTD) reporting.• Supervised the printing and assembly of schedules for bus operators.• Presented planning and scheduling issues during weekly staff meetings.• Provided general supervision of all UMass Transit employees, including dispatchers and bus operators. • Participated in the on-call staff pager rotation in support of the Operations department.

Served as a fixed-route bus dispatcher, monitoring the daily operations of UMass Transit Services and all Pioneer Valley Transit Authority (PVTA) routes operating within the service area. Responsibilities included:• Direct supervision of up to 28 PVTA bus operators on the road during peak operations.• Communicated via 2-way radio with bus operators experiencing incidents with passengers, mechanical breakdowns, and accidents in order to guide them through the situation and coordinate the appropriate response.• Responded to passenger, employee, and administrative inquiries, comments and questions over the phone or in person at the operations center.• Recorded passenger and employee complaints in a tactful and unbiased manner.• Ensured daily logs were accurate and up to date in the operations database for vehicle usage, employee assignment, employee lateness, incidents, accidents, losses of service, and daily passenger counts.• Efficiently rerouted buses when needed to minimize any disruptions to service.• Maintained a calm composure at all times.

• Trained new employees to receive a Commercial Driver's License (CDL).• Familiarized new employees with equipment, procedures, and bus routes.• Retrained employees involved in accidents and employees returning after a long absence.• Assisted with the training of new trainers.• Ensured all training reports were complete and accurate.

• Operated 35 foot, 40 foot, and articulated 60 foot public transit buses on time and safely on a variety of Pioneer Valley Transit Authority (PVTA) fixed routes.• Maintained a Class B Commercial Driver's License (CDL) with passenger and airbrake endorsements. • Effectively communicated with a diverse rider population.• Adhered to UMass Transit policies and procedures, as well as ADA regulations for passenger transport.

Performed fieldwork and data analysis for the Systemwide Passenger Survey of the Pioneer Valley Transit Authority (PVTA). Duties included:• Conduct survey fieldwork on-board PVTA buses as part of a Systemwide Passenger Survey in the PVTA’s southern service area of Springfield & Holyoke.• Interacted with passengers on a daily basis to receive feedback on the bus service and obtain socioeconomic information.• Analyzed survey data to determine passenger characteristics including travel time, origin-destination of passengers, socioeconomic status, and related information.• Wrote the first draft of the Systemwide Passenger Survey report, including compilation of data, creation of graphics, and development of content.• Developed a database in Microsoft Excel to maintain the organization of data for more than 1,700 passenger surveys according to bus route.• Conducted travel time and on-time performance analysis for PVTA paratransit trips.• Assisted the Senior Transit Planner in preparing for and hosting public hearings and meetings on proposed service changes and paratransit initiatives.