Surprise, Arizona, United States
I am responsible for overseeing data, information and business processes of the Water, Wastewater and Stormwater utilities. This includes managing the SCADA team, overseeing the compliance and asset management database, acting as liaison with our software partners and handling special projects as needed. In addition to overseeing the databases, I am also responsible for developing and implementing business processes to take full advantage of the data systems. I also oversee the asset management program for the utilities including managing asset inventories, short term and long term forecasting and integrating work management with the program. Special projects I currently lead are non-residential stormwater billing and APWA accreditation for the utilities.
The City’s call center and field customer service staff report to me. The call center takes approximately 30,000 calls annually and is currently maintaining a 30 second average speed of answer. My field customer service group is responsible for maintaining the City’s water meters and providing investigative and customer service related duties in support of utility billing. In addition I oversee the City’s contract for our utility billing.
I support approximately 200 users across 3 branches (Utilities, Engineering and Operations.) I provide process analysis, operational and compliance data gathering, advisement on technology (hardware and software), primary support for the enterprise CMMS (Hansen/Infor) as well as the water utility's compliance software (Intelex) and develop software tools and systems (primarily through Microsoft Office and VBA) when a solution doesn't already exist. I also work as liaison with the city's IT department gathering business requirements and in developing and implementing hardware and software for Public Works. And last, I am the principle instructor for hardware and software training of Public Works staff.
Support the Solution Support Center as a business analyst in the Building and Industrial Automation business unit. This included compiling analysis reports from Oracle Financials, Siebel CRM, phone metrics from Avaya and developing and implementing software tools using Microsoft Office and VBA in support of service invoicing, contract management and telephone support. I was also Six Sigma Green Belt certified and supported various six sigma projects gathering data and analysis.