Summary

• More than 15 years of experience in public information operations and management, including project management of (and/or participation in) strategy, design and implementation of integrated campaigns, materials and emergent information for the nation’s second largest transit agency.

• More than 25 years of experience in graphics, user interface, user experience and information design and development, including desktop and mobile sites and apps, digital signage and other materials.

• Broad knowledge and expertise in customer information elements for transit, including industry standards and best practices in a variety of media (static and digital, alike).

• Wide range content creation experience focused on empowering people to make informed decisions, with a goal of providing people with a better service experience and improving quality of life.

Professional experience & accomplishments

Information, design & strategy

• As GM of Customer Information, leads units developing and maintaining signage, graphics, maps, publications and their production, while working closely with other areas, including peer units in Media, IT, Marketing, Fare Systems and others within CTA as well as collaboratively with sister and peer agencies, the City of Chicago and other municipalities, to develop content, materials, publications, campaigns and services that reach our riders and the public at large.

• Manages a range of highly-visible, wide-audience public information elements and their strategy, protocols, design and implementation—including web, digital screens, real-time alerts/info, open data, and apps.

• Establishes and regularly consults on development of conventions and protocols for multiple departments to communicate info consistently to riders in an integrated fashion and with a unified voice, such as with service alerts propagated online, by text, on screens, in print, via PA system, station hardware, apps and more.

• Range of experience in writing and developing content and materials for various audiences, from technical and user education to communicating complex directional/service information in a way that is easy for both expert and new users to understand, with an array of audience considerations.

Projects & initiatives

• Led and managed major projects to completely redesign transitchicago.com (2008) to bring site to modern and accessible standards and refocus content on rider needs; performed evolutionary, efficient redesign and platform refresh to bring site to new modern, mobile standards (2018).

• Core team member on project to design, develop, test, prove and launch award-winning Ventra fare/transit app.

• Architect of centralized, web-based CTA service alerts system and syndication strategy to extend info to myriad public endpoints both foreseen and future-ready—extending information reach into a broad range of new media, technologies and emerging platforms, all complementing existing and traditional information infrastructure.

• Developed, launched and manages CTA social media strategy, with a core focus on providing valuable, late-breaking information to riders, making agency social media assets must-follow accounts with hundreds of thousands of followers, extending agency voice and integrated public information strategy.

• Designed and launched CTA Train Tracker service, solving issues with core data and determining how to polish and present information in a way that matched user expectations and well-established information conventions.

• Designed and managed development of a family of world-class, full-color digital displays seen across CTA system that complement and blend into static signage scheme and environmental elements in all manner of spaces—new and legacy facilities, on platforms, in terminals, at entrances and on the public way.

• Consults on a variety of projects with teams in Communications and across agency to ensure effective communication of info and ideas, meeting needs and creating usable products for internal and external stakeholders, alike.

Additional skills and information

• Expert knowledge of public transit systems and how to communicate information about them, with particularly extensive knowledge of the CTA bus and rail systems and their operations—but also take great interest in exploring and learning about and from other transit agencies.

• Well-versed on transit information systems and how concepts are expressed across numerous other systems and cities in the United States and abroad, particularly those in New York, Los Angeles, London, Berlin and others.

• Expert knowledge of modern Web, social media, e-mail, text and mobile information technologies through active engagement and with close observation of emerging trends.

• Broad proficiency in web tech, including a variety of Adobe Create Suite design products and, of course, Microsoft Office.

• Experience in online design and development, technology, software systems, logic and problem solving.

Selected career history

General Manager, Customer Information (August 2020-present)
Acting General Manager, Customer Information  (August 2019-August 2020)
at Chicago Transit Authority, Chicago, IL
Oversees and manages Customer Information at CTA, including Publications, Graphics, Reprographics, Signage & Wayfinding and External Electronic Comms. departmental units to ensure info to help riders navigate and use CTA system is clear and widely available and in support of varied internal stakeholder needs—via print, permanent and temp signage and digital media.

Manager, External Electronic Communications, Customer Information (July 2008-August 2020)
at Chicago Transit Authority, Chicago, IL
Managed range of digital communications elements as part of larger Customer Info. system to inform the public about agency services, initiatives to engage with and empower riders to make informed decisions about transit, improving their experiences. Integral member of Customer Info. team, working with other units and agency departments.

I.T. Consultant / Manager / Owner (August 2001-July 2008)
at Elevated Consulting, Inc. (previously in Dodd Consulting, Inc., before acquisition in 2004), Chicago IL
Managed technological needs for a number of clients/firms, including network and server design, build-out and maintenance and end user support and user training. Website design and development for clients.

Web site developer, designer, and editor / Customer/tech support (May 1999 – May 2001)
at CoreComm Communications (formerly MegsInet, Inc.), Chicago, IL
Managed internet services website, developed and implemented new database-driven web applications. Produced and edited promotional and user education content for online service information. Promoted from initial position as upper-tier customer/technical support representative and call center supervisor.

Content writer / website testing (July 1998 – March 1999)
at Microsoft Corporation, Redmond, WA as full-time contingency staff member
Writer/content producer for MSN Internet to introduce subscribers to new services and educate readers on how to make the most of the Internet to improve users’ quality of life. Helped test and launch MSN.com and develop new products and campaigns. Hosted chat events and performed customer communications on various projects.

Awards/recognition

City Council Resolution: Honored by the Mayor and members of the City Council of the City of Chicago for the launch of Train Tracker in congratulatory Resolution R2011-240 (passed by City Council Feb. 9, 2011).

APTA Innovation Award: Part of team who received 2016 APTA Innovation Award for launch of Ventra app, providing fare management and an improved experience for riders of CTA, Metra and Pace.

APTA AdWheel Award: Recognized as member of team who developed award-winning CTA Courtesy Campaign, which gained national attention and received a 2015 APTA AdWheel award.