Lead an organization of 30+ Patient Service Representatives, Care Coordinators, and EHR Support and Training Specialists responsible for the patient and provider experience in a thriving TeleBehavioral Health company supporting insurance payors and EAP programs. Additional responsibilities included assisting in day to day deskside IT support issues, systems management and infrastructure architecture, and equipment procurement, set up, and distribution. - Implemented call center , including the hiring of all staff, answering live calls, processing electronic requests, creating patient referrals, validating insurance, and providing general support and answers to patients and providers. - Implemented care coordination team, including hiring all staff, ensuring patients are matched with appropriate medical providers, and scheduling of appointments. - Provide leadership and direction to EHR Support and Training team answering all patient and provider questions on a 24 hour SLA , as well as, training all providers on the EHR platform.Previous responsibilities included account management of existing and new business, as well as, the project management, training, and implementation of new tele-behavioral health services across the United States. -Emergency Department Services: Successfully launched emergency department services to a Mississippi hospital within first two months of employment. Provided the project management, training, workflow, and technology implementation.-Staffing Services: Successfully launched several telepsychiatry clinics in primary care clinics and skilled nursing facility's across the United States.-PCP Clinics: Successfully rolled out telepsychiatry services to several primary care clinics in the Florida and Kentucky markets under the sponsorship of a major insurer in the region.

Lead a team of 5 managers and 70 developers, architects, testers, release engineers, and documentation writers in a globally distributed environment.★ Leadership and direction for four $100M software change and configuration enterprise management tools, ClearCase, ClearQuest, Synergy, and Change. Maintained multiple profitable consecutive quarters. Deliver quarterly releases 100% on time.★ Coordinated successful, large-scale relocation, transition, and migration of 100+ employees and 1,000+ office systems from IBM to HCL. Ensured full office operation upon opening.★ Proven record of building high performance, on- and off-shore, cross-functional management and collaborative teams of 80+ resources. ★ Introduced and trained team of 80+ on Agile and Design Thinking development methodologies.

Lead a team of 6 managers and 70 developers, testers, release engineers, and documentation writers in a globally distributed environment.★ Continued to achieve top performance indicators at Rational/IBM throughout career.★ Utilized Agile Scrum methodologies and best practices to release patches and major annual modifications on time.★ Conducted hiring and onboarding activities for employees and interns.★ Regarded by colleagues and customers as change and configuration management software expert.★ Delivered quarterly releases on all four products 100% on time.★ Responsible for all Product Management responsibilities.

In this position, I was able to accomplish the tasks below:★ Demonstrated and garnered suggestions on future product functionality and design via monthly interactions. Superintend alpha, beta, and early release programs for key customers.★ Utilized Rational Team Concert to track and manage technical debt and Rational Quality Manager for functional and system testing.★ Managed ClearCase and ClearQuest daily spins, acceptance testing, and build automation for internal testing and external consumption of six globally dispersed engineers.★ Directed 20 software and release engineers and multiple project teams to ensure timely delivery of quarterly patches and annual releases.

★ Served as product liaison between global technical support and engineering departments. ★ Interfaced with customers and sales to understand and resolve technical and business issues. ★ Enabled on site and remote software engineers to directly sustain development of complex and critical customer concerns.★ Managed a team of 20 globally distributed support escalation leads in a 24x7x365 business.

My key contributions in this role are highlighted below:★ Resolved advanced technical issues as global liaison with troubleshooting engineers.★ Developed content for and trained the Technical Support Advancement Program and Support Release Team.★ Conducted additional training, mentoring, and assisting in all areas of the global support organization.

Managed high volume retail pharmacies in the downtown Boston and greater Brookline MA area supervising up to 60 employees and responsible for profit and loss of the business.

Managed multiple restaurants in the South Shore area of Massachusetts. Responsible for supervising up to 20 employees and the day to day operations of the restaurant.