Technology as Public Service

When most people think about IT directors, they picture conference rooms, budgets, and strategy meetings, not someone who still regularly pulls cables or handles network troubleshooting at 2 a.m. But in Winter Park, Florida, the city’s IT leader embodies a more hands-on approach.

In speaking with him, it becomes clear that running IT for a city isn’t simply about directing. It’s about stepping in wherever needed, whether that’s cybersecurity, public safety systems, or website content updates. “People assume my day is all about big-picture decisions,” he says. “But sometimes, I’m the one up on the ladder fixing a camera or troubleshooting a network loop.”

A Dozen Responsibilities

The city’s IT department is small but mighty, just 14 people covering GIS, cybersecurity, physical security, web development, and more. In a corporate environment, entire teams might handle each of those areas. Here, resources are lean, and flexibility is everything.

“When you have a tight budget, you can’t just throw money at problems,” he explains. “You have to be creative and efficient, and you have to build strong relationships with your colleagues because every department relies on you.”

The public sector presents an added layer of complexity. Not only are there strict budgetary constraints, but the responsibility to use taxpayer dollars wisely weighs heavily on every decision. “You’re constantly asking: is this the smartest use of our resources? How do we get the most impact with the least expense?”

Tools That Do the Heavy Lifting

In this environment, having the right tools isn’t just helpful — it’s survival. One solution that’s become indispensable is Path Solution’s TotalView.

With so many systems to monitor, from water utilities to electric grids and public Wi-Fi, TotalView acts as an extra set of eyes on the network. Each morning starts with a scan of the dashboard. “If something looks off, I can address it before anyone else notices,” he explains. “It feels like having an engineer-in-a-box. I don’t have to scramble to diagnose issues manually.” Other solutions, like SolarWinds, or ManageEngine provide similar services, but Parsram uses TotalView because he loves the level of information it offers and the fact that it’s a perpetual license.

So for him, working with this software fits into his larger priorities. His department needs to be proactive rather than reactive. For example, if the city’s payment system goes down on a Monday morning, residents can’t pay bills, and the fallout is immediate and public. The ability to catch and fix issues early keeps the city’s digital backbone strong.

Stretching Resources, Building Trust

Wearing so many hats also requires deep trust from the team and from other departments. Over the years, he’s built strong relationships not only with department heads but also with staff on the ground — the people who feel the impact of IT services every day.

“You need to communicate openly and honestly,” he says. “If there’s an outage, you don’t sugarcoat it. You explain what’s happening and what you’re doing to fix it. That transparency builds credibility.”

Beyond internal trust, there’s a network of external peers to lean on. In Florida, the IT leadership community shares solutions and offers help at a moment’s notice. When resources are tight, those connections can mean the difference between hours of frustration and a quick resolution.

The Challenge and Joy of Doing It All

While the demands can be exhausting, there’s a particular satisfaction in being able to jump between tasks and solve problems firsthand. It’s a rare privilege to shape both high-level strategy and the nuts-and-bolts technical work that keeps a city humming.

Reflecting on his journey, he admits that the role was never about sitting back and delegating. “It’s about being there, seeing problems before they explode, and constantly finding creative ways to do more with less,” he says.

Beyond the IT Stereotype

As cities continue to modernize and adopt smart technologies, the image of the IT director as a purely strategic figure becomes outdated. In reality, it’s a hybrid role, equal parts strategist, engineer, firefighter, and diplomat.

For Winter Park, the ability to pivot quickly and take on any challenge isn’t just an asset; it’s the backbone of the city's technology success. And with tools like TotalView and a mindset focused on adaptability and service, the city’s IT leader shows that sometimes, scrappy beats shiny every time.