IT Project Manager - UVS InfoTech
(2023-01)
Supporting Multiple Projects and Multiple Clients
IT Project Manager - UVS InfoTech
(2023-01)
Client: Suffolk County, New York Government - Project 1: Contact Center AI (CCAI) Implementation Project (For Consumer Affairs Office). Led two successful implementation projects of a next-generation AI-powered Conversational Contact Center for the Suffolk County Consumer Affairs Office and Comptroller's Office, integrating RingCentral and Conversational AI to deliver fully automated resident support, reduce call abandonment, and improve 24/7 citizen service delivery during peak tax season.
- Managed project planning, execution, scheduling, risk management, and stakeholder communications across all project phases
- Reviewed and analyzed business requirements to create a detailed functional requirement
- Coordinated cross-functional teams including AI engineers, telephony specialists, developers, QA resources, and County stakeholders
- Directed the migration and modernization of legacy Cisco telephony and IVR workflows into a conversational AI platform
- Oversaw integration of conversational AI capabilities with RingCentral telephony infrastructure and County tax lookup systems
- Managed Agile sprint planning, backlog prioritization, milestone tracking, and delivery governance for a four-sprint implementation model
- Ensured all implementation milestones were completed ahead of schedule while maintaining project scope and quality objectives
- Facilitated requirements gathering workshops with County leadership and operational teams to define resident service workflows and automation use cases
- Led implementation of multilingual AI support capabilities for English, Spanish, Portuguese, Italian, and Polish resident interactions
- Coordinated development and validation of AI training datasets using County FAQs, tax regulations, and synthetic data generation methodologies
- Directed testing, user acceptance validation, and production deployment activities for the AI voice agent platform
- Managed escalation resolution, issue tracking, and dependency coordination throughout the project lifecycle
- Oversaw implementation of intelligent call routing, human handoff workflows, and real-time analytics dashboards
- Coordinated post-production stabilization activities and continuous improvement enhancements based on resident interaction analytics
- Managed executive-level reporting, project status updates, risk mitigation plans, and stakeholder presentations
- Ensured alignment of solution delivery with operational objectives, resident experience goals, and seasonal surge capacity requirements
- Successfully accommodated additional scope requirements, including migration of 25+ IVR routing paths, without impacting project timelines
- Collaborated with County teams to define future enhancement roadmaps including Tyler Munis integration and payment automation capabilities
IT Project Manager - UVS InfoTech
(2023-01)
Client: Suffolk County, New York Government - Project 2: Contact Center AI (CCAI) Implementation Project (For Comptroller Office). Led two successful implementation projects of a next-generation AI-powered Conversational Contact Center for the Suffolk County Consumer Affairs Office and Comptroller's Office, integrating RingCentral and Conversational AI to deliver fully automated resident support, reduce call abandonment, and improve 24/7 citizen service delivery during peak tax season.
- Managed project planning, execution, scheduling, risk management, and stakeholder communications across all project phases
- Reviewed and analyzed business requirements to create a detailed functional requirement
- Coordinated cross-functional teams including AI engineers, telephony specialists, developers, QA resources, and County stakeholders
- Directed the migration and modernization of legacy Cisco telephony and IVR workflows into a conversational AI platform
- Oversaw integration of conversational AI capabilities with RingCentral telephony infrastructure and County tax lookup systems
- Managed Agile sprint planning, backlog prioritization, milestone tracking, and delivery governance for a four-sprint implementation model
- Ensured all implementation milestones were completed ahead of schedule while maintaining project scope and quality objectives
- Facilitated requirements gathering workshops with County leadership and operational teams to define resident service workflows and automation use cases
- Led implementation of multilingual AI support capabilities for English, Spanish, Portuguese, Italian, and Polish resident interactions
- Coordinated development and validation of AI training datasets using County FAQs, tax regulations, and synthetic data generation methodologies
- Directed testing, user acceptance validation, and production deployment activities for the AI voice agent platform
- Managed escalation resolution, issue tracking, and dependency coordination throughout the project lifecycle
- Oversaw implementation of intelligent call routing, human handoff workflows, and real-time analytics dashboards
- Coordinated post-production stabilization activities and continuous improvement enhancements based on resident interaction analytics
- Managed executive-level reporting, project status updates, risk mitigation plans, and stakeholder presentations
- Ensured alignment of solution delivery with operational objectives, resident experience goals, and seasonal surge capacity requirements
- Successfully accommodated additional scope requirements, including migration of 25+ IVR routing paths, without impacting project timelines
- Collaborated with County teams to define future enhancement roadmaps including Tyler Munis integration and payment automation capabilities
IT Project Manager - UVS InfoTech
(2023-01)
Client: Suffolk County, New York Government - Project 3: Tableau to Power BI Migration Project. Led a county-wide business intelligence modernization initiative for the Suffolk County Government to migrate enterprise reporting and analytics solutions from Tableau to Microsoft Power BI. The project included analysis, redesign, development, testing, deployment, and optimization of 9 enterprise dashboards and more than 40 operational and analytical reports supporting multiple County departments, including Public Safety, Social Services, Fleet Operations, Mental Health Services, Licensing, and Environmental Programs.
The initiative modernized the County's reporting architecture by implementing scalable Power BI data models, configuring enterprise gateways and workspaces, and enabling improved analytics, reporting performance, and long-term maintainability. The project also included end-user training on DAX expressions, Power BI functionality, and transition strategies from Tableau to Power BI while ensuring successful production deployment within the planned go-live schedule.
- Managed end-to-end delivery of the Tableau to Power BI migration project for Suffolk County Government across multiple County business units
- Led project planning, scope management, scheduling, risk mitigation, and stakeholder communications throughout the project lifecycle
- Coordinated cross-functional teams including Power BI developers, data architects, business analysts, County stakeholders, and technical support resources
- Oversaw migration of 9 enterprise dashboards and 40+ reports from Tableau to Microsoft Power BI environments
- Directed requirements gathering, business process analysis, and dashboard modernization activities with County departments
- Managed Agile project execution including sprint tracking, issue resolution, dependency management, and milestone reporting
- Facilitated data analysis, data modeling, and reporting architecture reviews to support scalable Power BI implementations
- Oversaw configuration of Power BI gateways, tenant-level settings, security configurations, and workspace deployments
- Coordinated user acceptance testing (UAT), defect resolution, production validation, and go-live activities
- Led end-user training sessions on DAX expressions, Power BI functionality, and differences between Tableau and Power BI platforms
- Managed project change requests, including enhancements to Mental Health Crisis Bed reporting and historical data filtering capabilities
- Monitored project budgets, resource utilization, timeline adherence, and project performance metrics
- Facilitated executive reporting and status updates for project sponsors and County leadership
- Coordinated knowledge transfer, documentation handoff, and production support transition activities
- Worked collaboratively with County stakeholders to resolve reporting dependencies, source data challenges, and dashboard prioritization decisions
- Implemented lessons learned and process improvements to strengthen requirements validation and cross-team communication practices for future BI initiatives
IT Project Manager and Engagement Lead - UVS InfoTech
(2023-01)
Client: Prince George's Community College, Largo, Maryland - Project 4: Managed IT Support Services. Served as IT Project Manager and Engagement Lead supporting a multi-year Managed IT Services contract for Prince George's Community College focused on enterprise web applications support, intelligent automation, portal management, security compliance, and digital innovation initiatives. The engagement provided operational and strategic support for mission-critical student, faculty, and staff technology platforms including SharePoint Online, TerminalFour CMS, Pathify student portal, mobile applications, Intelligent Automation platforms, integrations, and cloud-based collaboration environments.
The contract included proactive managed services, application development and support, enterprise architecture oversight, security compliance management, operational support, stakeholder coordination, and innovation initiatives leveraging Artificial Intelligence, Machine Learning, Robotic Process Automation (RPA), Power BI analytics, and Generative AI technologies. The engagement also supported modernization initiatives including self-service password reset automation, AI-powered virtual agents
- Managed day-to-day operations and delivery of Managed IT Services for Prince George's Community College web applications and digital platforms
- Served as primary point of contact for contract performance, stakeholder communications, escalations, and executive reporting
- Led planning, coordination, and execution of operational support activities for enterprise web applications, portals, integrations, and automation platforms
- Oversaw support and enhancement activities for SharePoint Online, TerminalFour CMS, Pathify student portal, mobile applications, and enterprise integrations
- Managed Agile delivery processes including work intake, prioritization, sprint coordination, resource allocation, and service ticket management
- Coordinated onsite and remote support teams to ensure timely resolution of operational incidents, enhancement requests, and technical issues
- Directed enterprise application support activities including web development, workflow automation, integrations, patching, and production support
- Managed operational support for intelligent automation and robotic process automation (RPA) ecosystems across college business and IT processes
- Facilitated stakeholder meetings with executive leadership, DSIE teams, business units, and operational staff to review priorities, project status, and service delivery metrics
- Oversaw implementation of security compliance controls, code reviews, vulnerability remediation, and application security support activities
- Coordinated business analysis and requirements gathering sessions for web applications, automation initiatives, and innovation projects
- Managed support for enterprise integrations including NSC, Comevo, APIs, and student information related workflows
- Directed continuous improvement initiatives focused on user experience, operational efficiency, automation, and digital transformation
- Oversaw development and delivery of operational project plans, roadmap documentation, status reporting, and governance artifacts
- Managed delivery of AI and automation innovation initiatives including Generative AI virtual agents, password reset automation, Power BI analytics dashboards, and digital campus mapping solutions
- Coordinated vendor, client, and internal technical teams to ensure SLA compliance, operational continuity, and successful service delivery
- Led risk management, issue resolution, dependency tracking, and escalation management for operational and project-based initiatives
- Ensured alignment of technology services with institutional strategic goals, operational priorities, and higher education best practices
- Supported production deployments, validation testing, release management, and post-implementation support activities
- Monitored service delivery performance, operational metrics, and support trends to identify optimization and automation opportunities
IT Project Manager - UVS InfoTech
(2023-01)
Client: Wor-Wic Community College, Salisbury, Maryland - Project 5: Artificial Intelligence, Machine Learning & Intelligent Automation Implementation Project for Service Desk. Led the end-to-end implementation of an Intelligent Process Automation solution for Wor-Wic Community College to modernize and automate the student password reset process. The initiative leveraged existing enterprise technologies including Microsoft Power Automate, Google Dialogflow, Cisco telephony, Active Directory, PortalGuard SSO, and Ellucian Colleague SIS to deliver a fully automated self-service virtual assistant capable of handling password reset and account unlock requests 24/7/365.
The solution streamlined high-volume helpdesk operations by automating identity verification, ticket creation and closure, password reset workflows, and voice-based user interaction, significantly reducing call wait times and improving IT Service Desk SLAs and user satisfaction.
- Managed the full project lifecycle for the Student Password Reset Automation initiative from requirements gathering through deployment and user acceptance testing
- Served as the primary liaison between client stakeholders, helpdesk leadership, infrastructure teams, and automation engineers to ensure alignment on project objectives and delivery timelines
- Conducted discovery sessions to analyze existing (As-Is) password reset workflows, identify operational pain points, and define the future-state automated process architecture
- Developed project plans, schedules, milestones, risk registers, and communication strategies to ensure successful project execution and stakeholder transparency
- Coordinated implementation activities involving Microsoft Power Automate, Google Dialogflow, Cisco telephony integration, Active Directory, PortalGuard SSO, and Ellucian Colleague SIS platforms
- Oversaw configuration and integration of automated workflows for identity verification, password reset processing, ticket generation, and automated ticket closure within the Track-It ticketing system
- Directed cross-functional technical teams during system configuration, API integrations, integration testing, and User Acceptance Testing (UAT)
- Facilitated Agile-style project meetings, status reporting, issue tracking, and executive-level progress updates throughout the engagement
- Ensured solution design aligned with security, compliance, and identity governance best practices while maintaining data privacy and operational integrity
- Managed scope, budget, timelines, and change requests to ensure project deliverables were completed within approved constraints
- Collaborated with client leadership to establish operational support procedures, KPI reporting expectations, and post-production support strategies
- Led deployment readiness reviews and transition-to-support activities to ensure seamless operational handoff and long-term sustainability of the automation solution
- Drove stakeholder adoption and change management efforts by demonstrating process efficiencies, SLA improvements, and enhanced end-user experience enabled through intelligent automation
- Supported strategic planning discussions for future AI-driven and RPA-based automation opportunities across the organization
IT Project Manager - UVS InfoTech
(2023-01)
Client: Elara Caring, Dallas, Texas - Project 6: Artificial Intelligence, Machine Learning & Intelligent Automation Implementation Project for Service Desk.
- Served as the primary liaison between client stakeholders, helpdesk leadership, infrastructure teams, and automation engineers to ensure alignment on project objectives and delivery timelines
- Conducted discovery sessions to analyze existing (As-Is) password reset workflows, identify operational pain points, and define the future-state automated process architecture
- Developed project plans, schedules, milestones, risk registers, and communication strategies to ensure successful project execution and stakeholder transparency
- Coordinated implementation activities involving Microsoft Power Automate, Google Dialogflow, Cisco telephony integration, Active Directory, PortalGuard SSO, and Ellucian Colleague SIS platforms
- Oversaw configuration and integration of automated workflows for identity verification, password reset processing, ticket generation, and automated ticket closure within the Track-It ticketing system
- Directed cross-functional technical teams during system configuration, API integrations, integration testing, and User Acceptance Testing (UAT)
- Facilitated Agile-style project meetings, status reporting, issue tracking, and executive-level progress updates throughout the engagement
- Ensured solution design aligned with security, compliance, and identity governance best practices while maintaining data privacy and operational integrity
- Managed scope, budget, timelines, and change requests to ensure project deliverables were completed within approved constraints
- Collaborated with client leadership to establish operational support procedures, KPI reporting expectations, and post-production support strategies
- Led deployment readiness reviews and transition-to-support activities to ensure seamless operational handoff and long-term sustainability of the automation solution
- Drove stakeholder adoption and change management efforts by demonstrating process efficiencies, SLA improvements, and enhanced end-user experience enabled through intelligent automation
- Supported strategic planning discussions for future AI-driven and RPA-based automation opportunities across the organization
