• Responsible for real-time traffic monitoring and analysis on a network of over 300 traffic cameras to minimize traffic buildup and improve travel within the Region of York; responsible for all data management related to RTOC video wall system• Coordinate and monitor all Ontario1Call utility locates related to York Region’s traffic technology systems; performing regular data analysis including root causing for delays and 360feedback systems• Took on responsibility of updating and data management of all departmental Standard Operating Procedures and creation of training materials for all new hires to the team based on industry best practices• Helped to integrate roads dispatch and traffic management operations from two separate departments into one coherent team, providing input into room design, software requirements and operational procedures• Adept in various traffic operational systems, including CENTRACS, several Advanced Traffic Management Systems (ATMS) software, Genetec video control, Centralized Traffic Control Systems (CTCS), Iteris Velocity, and Variable Message Sign (VMS) programming

• Assisted the Traffic Technology team to develop RFP related to York Region’s new Advanced Traffic Management System (ATMS) software to facilitate data collection and analysis of traffic incidents in real time• Worked with Traffic Signal Operations team to improve travel times and reduce congestion on Regional roadways by adjusting signal timings and signal synchronization• Communicated with various internal and external stakeholders to notify of upcoming traffic interruptions to ensure minimal impact on local businesses and emergency services• Documented all current operating procedures and created SOPs related to traffic operations in order to ensure a smooth transition when Roads Dispatch and Traffic Management merged into the Roads and Traffic Operations Centre• Managed and programmed the fleet of variable message signs related to traffic notification signs and travel times across the region using the ATMS

• Communicate with all levels of Regional staff and members of the public in emergency situations• Utilizing a variety of communications devices including switchboard, two-way radios, pagers, etc• Maintaining legible and accurate records and to document all details in given situations• Work in a high volume environment on occasion

• Assigning, monitoring and executing incoming tow, battery and light service requests• Manually routing all service request service calls to the nearest available contractor • Ensuring that any calls that have to be redirected and are done so within 10 minutes of the call • Ensuring the integrity and achievement of agreed service standards. • Determining when to raise ETA’s after utilizing all available equipment • Assigning and monitoring the progress of calls given to contractors in the territory and rural area. • Ensuring any old calls and priority calls are given top priority i.e. Next call done.• Clearing dispatched calls from system

• Answering emergency road service calls and responding to members urgent road service needs• Responsible for the resolution of member issues and complaints• Answering inbound calls from members regarding membership changes, renewals.