Elaine Bautista
Renton,WA
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
- 27+ years of results-driven leadership in government sector IT operations, support, and service delivery for the City of Seattle.
- Proven leadership in directing support teams in a multi-site environment, driving operational excellence, asset optimization, vendor management, compliance, and cost control.
- Accomplished in deploying modern ITSM best practices, building high-performing teams, optimizing customer experience, and delivering innovative technology solutions that improve municipal services.
- Committed to advancing equity, fiscal responsibility, and public good.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Interim Technology Support Director
City of Seattle, Information Technology Department
01.2025 - Current
- Directed a division of 80 staff, managing a $22M+ budget to deliver end-to-end technology support across 40 City of Seattle departments, providing responsive service for 14,000 employees and overseeing a device fleet of 25,000+ assets (computers, mobile devices, print, Audio Visual fleets).
- Led major procurement projects, driving cost savings through vendor negotiations and value-added partnerships for hardware, software, and managed services.
- Target unused cellular services: Citywide savings of >60K per month.
- HP computer price negotiations: 9.5% savings or >$490K savings per year.
- Cellular service price reductions: Citywide savings of >60K per month.
- Worked with departments and partners leading the following initiatives:
- Created two Public Safety-specific BCRs for 2026 that received approval.
- MDC replacement BCR $2,161,733 / year for bulk replacement, over 3 years, of all MDC's to stabilize technology standards and performance.
- Enhanced Public Safety after hours support BCR: $333,946 / year for overtime and standby costs for overnight coverage.
- Implemented cross team and departmental training opportunities resulting in a culture of collaboration and improved customer satisfaction.
- Created the End User Computing Governance for improved communication with client departments and responsible technology adoption to optimize municipal services.
- Development of a wireless service dashboard to assist departmental cost savings.
- Led division through staff reductions by communicating effectively, reassuring remaining staff, completing a WTA – Workforce Transition assessment identifying impacts and remediation.
- Successfully negotiated dedicated technical support options with departments resulting in 3 new staffing opportunities and job opportunities for all at risk staff.
- Championed Prosci OCM training for Technology Support division managers to gain the tools to lead the team through the challenges of our budget reductions but also to build resilience in the team to tackle and address any future challenges.
- Mentored team leads, facilitating development and staff retention across a highly diverse technical team.
- Developed and standardized operational policies, ensuring compliance with citywide accounting inventory and state audit regulations. Successfully validated 96% of assets and established process for lost and stolen reporting.
- Co-Led successful Windows 11 upgrade
- Formulated metrics-driven service desk initiatives resulting in exceeding targets for call wait times of 5 minutes.
- Initiated the Bright Pattern contact center solution that offers a live chat feature caller continuity, robust reporting, integrations and optional AI features such as automated agent assist and transcription.
Interim Collaboration and Workplace Technology Director
City of Seattle, Information Technology Department
08.2021 - 01.2024
- Directed a division of 96 staff, managing a $32M+ budget to provide services, platforms, data, and modern tools and technologies to support City’s 40 unique departments, 14,000 employees and overseeing a device fleet of 25,000+ assets.
- Teams include:
- Strategic Initiatives
- Workplace Productivity and Automation (includes Digital Workflows, Microsoft 365, Digital Collaboration, Engineering)
- Asset Lifecycle Management
- Client Device Support
- Device Engineering
- Led Client Device Support multi-location support operations, deploying ITIL-based service management and asset lifecycle programs for a hybrid workforce.
- Created the Mobility Governance Committee to provide the City of Seattle modern, secure, and standard IT services that enable technological mobility capabilities of 11K devices.
- Identified support gaps in the service received by Microsoft Unified Advanced Support saving the city $20% off our support renewal or $102K
- Executed successful service demand and scheduling resulting in the reduction of overtime expenses by 40% and standby by 67%
- Won Seattle Management Association (SMA) Excellence in Leadership Award
- City Government Service Award for the Digital Workplace Team - Show innovation or new ideas to enhance the quality-of-service delivery or have significantly impacted the efficiency/excellence in public service.
- Completed M365 Copilot Readiness and Adobe Acrobat AI Pilot
- Migrated all departments to Windows Upgrade for Business WUFB
- Oversaw device imaging, mobile device management, and security compliance for 20,000+ endpoints.
- Worked with departments and partners to lead or co-lead the following initiatives:
- Cloud governance board, creation of standards and processes through Data/Security/Finance sub-committees.
- Vaccine mandate Power App
- Modernize legacy Exchange and SMTP infrastructure to support departmental notification and dispatch systems.
- Completed InWeb modernization to a modern, more intuitive SharePoint platform.
- Seattle health clinic
- Developed a computer lifecycle asset system to assist departments in the management of asset resources and aid in operational and budget decisions.
- Password Self-Service implementation
- Google.org Fellowship – post-rollout support to CiviForm tool.
- One Drive for business migration
- Successful upgrade from Windows 7 to Windows 10.
- Enabled MFA on all City of Seattle Accounts
- Implemented Printer Logic
IT Asset Lifecycle Management Manager
Seattle Information Technology Department
11.2016 - 08.2021
- Managed team of 13 staff, managing a $16M+ budget responsible for the Citywide technology inventory of 25,000+ assets.
- Disciplines include:
- Supply room hardware asset stocking, receiving, storage, fulfillment and inventory
- Computer Lifecycle Replacement
- Software License management and fulfillment
- Wireless billing and inventory
- Asset auditing
- Ensures the timely fulfillment of hardware and software, supply change management, and hardware exception reviews.
- Manages the computer lifecycle replacement service ensuring asset analysis and optimization throughout the City.
- Leads the bi-annual Citywide computer asset inventory for all departments maintaining responsibility for policies, audits, compliance, and fiscal resources that keep operations secure and accountable.
- Developed and maintain an asset inventory dashboard for departmental operational planning and budgeting.
- Streamlined audit fulfillment and asset tracking, ensuring successful outcomes in all internal and external reviews.
- Created standard operating procedures (SOPs) for onboarding and offboarding infrastructure and server assets
- Consistently exceeded our goal of staging 85% of the planned computer replacements.
- Completed Toad and Bluebeam renewal converting the licensing from computer-based to enterprise licensing resulting in cost savings and efficiency.
Technical Services Supervisor
Department of Information Technology (DOIT)
08.2015 - 11.2016
- Effectively managed 22 staff responsible for device support, service desk and device management teams, enhancing the quality of technical assistance provided to users ensuring seamless support across multiple City departments.
- Support the technical needs of 24 unique city departments including their hardware, software applications, deployments and implementations
- Meet regularly with department TSP (Technical support) representatives to review service
- Provide business approvals for changes and exceptions
- Meet with hardware and service vendors on a regular basis to keep up with technology offerings and review service
- Active member of the ITSM pit team focusing on ITSM tool selection
Desktop Supervisor
Seattle Police Department
11.1998 - 08.2015
- Effectively managed award winning 24x7 technical support operations for the Seattle Police Department, driving quality technical support for 1,800 users with 3,000 computer devices across multiple unique Police units.
- Directly involved with the initial planning, build and installation of the 911 Call Center in 2002.
- Directly involved in the planning, implementation, support, training, testing and sustainability including but not limited to:
- Versaterm CAD and RMS
- Mobile Data Terminal migration to Mobile Data Computer (MDC)
- Body Cam
- ALPR – Automated license plate reader system
- Digital in car video
- Digital Evidence system
Education
Bachelor of Arts - Business Administration, Information Technology
University of Washington
Seattle, WA01.2004
Skills
- Decision-making
- People management
- Operations management
- Project coordination
- Budget management
- Project management
- Strategic planning
- Contract and vendor management
- Legal and regulatory compliance
- Customer relations
Certification
- ITIL v4 Foundation
- CompTIA A+
- CJIS Certified / Backgrounded
- Microsoft Systems Center Configuration Manager
- Clarity PPM
- Ivanti IT Service Hub
Awards and Honors
- IT Employee of the Year 2012
- Seattle Police Foundation - Team Excellence Award: Digital Evidence Mgmt. System 2012
- Seattle Police Peer Support Seminar: Teamwork: Speaker 2009
- Seattle Police Foundation - Employee Excellence Award 2007
ADDITIONAL INFORMATION
- Authorized to work in the United States
- Committed to supporting diversity, equity, and inclusion in all professional settings
Timeline
Interim Technology Support Director
City of Seattle, Information Technology Department
01.2025 - Current
Interim Collaboration and Workplace Technology Director
City of Seattle, Information Technology Department
08.2021 - 01.2024
IT Asset Lifecycle Management Manager
Seattle Information Technology Department
11.2016 - 08.2021
Technical Services Supervisor
Department of Information Technology (DOIT)
08.2015 - 11.2016
Desktop Supervisor
Seattle Police Department
11.1998 - 08.2015
Bachelor of Arts - Business Administration, Information Technology
University of Washington