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Dec 03

Keeping us running without running around

Posted on December 3, 2013 at 12:00 AM by Communications Office

Glen RayesGlen Reyes leads the City's IT Help Desk team, and is on the front line of a quiet yet revolutionary transformation. Through the ongoing and largely invisible transition to hosted applications, his team will soon see fewer desktop computer "break/fix" calls. Instead, the Help Desk will focus on helping City staff improve their own productivity through newer and better tech tools. 

The changes will allow IT staff to concentrate on updating and troubleshooting software across a wide range of devices such as tablets. The results will include maximizing productivity, security, and extending the life span of City equipment. In turn, staff will use common web browsers to minimize software compatibility issues.

While these transitions may have been invisible to most users, Glen notes that the upcoming transition to Office 365 will be bigger and much more visible. The move to the Cloud will require outreach to employees across the organization and the development of a variety of training tools available through the web, video and in-person instruction. Glen can hardly contain his excitement about taking on this challenge, and helping the City embrace the latest technological tools.

Glen is no stranger to transition and challenge. After starting his career in the hospitality industry, Glen joined the Airport's IT team in 2007. Unfortunately bumped out of City service in 2010, Glen then went to work for San Francisco International Airport. He returned to the City in 2010, and has seen his career accelerate ever since.

Glen has been at the forefront of the Voice over Internet Protocol (VoIP) implementation, which is saving money on phone service at nine City facilities. He has also been working on "virtualization" of desktop systems, delivering improved security, data storage, and support. With Planning, Building & Code Enforcement (PBCE), he is collaborating with department staff on finding the right field devices for the job. In helping City employees through change as we modernize the tools we use, Glen puts to full use his skills and years of experience in both the public and private sectors.

When asked what he enjoys most about his work, Glen has an immediate and exuberant response: it's the people. "San José has a really family-oriented culture. I enjoy the people, we're all different and from many other environments," Glen shared. "And, we have great accomplishments and victories." 

With Glen and his team supporting our City, we look forward to more great accomplishments and victories for us all to share on the technology front.

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