Work with business sponsors to identify each departments business application strategy.Analyze and understand business processes to identify opportunities for automation and improvement through technology.Facilitate the Microsoft 365 Governance committee and bring risks, changes, and opportunities for discussion and decision.Identify and access management (i.e. Single Sign On) to all key applications in the cloud and on premises.Negotiate, establish and enforce Service Level Agreements with customers.Oversee upgrades, user access, controls for key cloud applications.Manage and control the implementation of changes into the production cloud environments.Assure that changes to the production environment do not disrupt existing services and the implementation with the customer is smooth and meets expectations.Oversee Telephony\Contact Center Cloud Services.Create technology strategies and frameworks aligned with the strategic business plans.Manage vendor relationships to align with business objectives through strategy development, performance evaluation, and risk mitigation.Participate in committee meetings as required to provide insights and contribute to decision-making processes related to business applications.Develop and maintain a comprehensive inventory of all business applications, including licensing, usage, and renewal dates.Collaborate with the PMO to ensure seamless integration of new applications with existing infrastructure and systems.Conduct regular audits and assessments of business applications to ensure compliance with regulatory requirements and security standards.Lead training sessions and workshops to educate end-users on new applications and best practices for maximizing their effectiveness.Continuously monitor and evaluate the performance of business applications, identifying areas for optimization and improvement.

Primary Responsibilities:Manage a team of 7 technicians to handle incoming calls, emails and tickets for over 1,000 staff members across 22 locations spanning San Diego, Riverside and Imperial Counties resulting in over 1,500 tickets a month.Coordinate shifts for 7 technicians in 4 different roles to cover in-field, multiple on-site and on-call responsibilities.Responsible for managing 75% of invoices for the IT department, including controlling the department credit card for purchases totaling more than $200,000 each month.Assist Director of IT with budget planning each fiscal year for hardware, software and maintenance renewals, totaling over $5 million in purchases.Responsible for all technology equipment purchasing for all departments through Sage Intacct software.Main billing and technical point of contact for multiple vendors including Fuze (8x8), InContact, Zoom, SoftChoice and CDW.Maintain all wireless device plans for agency-provided services through Verizon Wireless, including adding lines and upgrading plans as needed.Assisted with transitioning from Cisco Unified Communications Manager (CUCM) to Fuze (now 8x8) phone system across all locations along with implementation of InContact for Contact Center.Implemented internal Telehealth program with Clinical Services department in 6 weeks at the onset of COVID to reduce employee exposure in offices and health centers.Manage TrackIt helpdesk software/server, including all templates, queues and software updates.Assist with VMWare Horizon View and vSphere operations, including building and deploying virtual desktops and servers.Assist with Group Policy management, including building new Group Policy Objects and troubleshooting problems with existing GPOs.Work with Clinical Services department to manage NextGen EHR medical records system and all ancillary servers, accounts and connections.

Responsible for:Noble Systems predictive dialer system used by Loan Servicing department to contact customersMitel/Cisco phone systems across 150 offices nationwide, including migration from Mitel to Cisco phone system with the acquisition of Aames Home LoansMobile device account administration

Responsibilities:Maintained predictive dialer system for outbound campaigns for a variety of clientsWorked with external clients to provide information/reports on how well their marketing/sales campaigns performed.

Main point of contact in San Diego for all IT-related issues