In my role, I work with the IT Service Management Office who manages the ServiceNow Platform for the UVM Health Network, IT Computer Operations that oversees monitoring systems, checking on data centers for UVM Medical Center and working with the Supervisor of the IT Support Center on strategic initiatives.

MANAGER OF IT SERVICE MANAGEMENT OFFICE (August 2019 - February 2024)* Manage strategy for the IT Service Management Office and rollouts of the ServiceNow Platform across Partners at UVM Health Network* Acting Business Relationship Partner and IT Product Owner for the ServiceNow Platform in managing SAFe Epics, Features and Stories for the team. Working with Customers on adjustments requested to the platform. SERVICE MANAGEMENT OFFICE LEAD (February 2019 - August 2019)* Team lead for the Service Management Office Team act as a delegate for the Service Management Office Manager when appropriate for meetings, contact for customers, operational decision-making, assists in ongoing coordination and oversight of workflow and work assignments* Serve as a key resource to the rest of the Service Management Office, act as an escalation point, mentor and train team members and provide input and feedback on staff performance.* Primary system administrator for UVM Health Network ServiceNow instance PROCESS SPECIALIST STAFF (December 2015 - February 2019)* Oversee Change Management process at UVM Medical Center as the Change Manager* Oversee Problem Management process at UVM Medical Center as one of the Problem Managers* Validate Disaster Recovery plans for new or upgraded systemsIT HELP DESK SENIOR (March 2012 - December 2015)MEDICAL ASSISTANT (November 2010 - March 2012)PRACTICE SUPPORT SPECIALIST (November 2010 - August 2011)HEALTH INFORMATION SPECIALIST (September 2009 - November 2010)

* Project-manage the redesign and implementation of the company web site and online store* Project-manage a major upgrade/redesign for online shopping cart* Integrate new company web site using ASP.NET, XML, HTML, Javascript, CSS, and Flash* Create online documents to post on Issuu.com for public access* Create customer accounts on the back end side of the shopping cart* Create email campaigns advertising products and services* Monitor and record web orders* Design Flash banners and stationary banners for web articles and web site

Project-manage the redesign and implementation of departmental website for faculty instructional technology center, a campus-wide resource. Troubleshoot and test e-learning software, Blackboard LMS, for center staff. Provide one-on-one consulting for professors on website design, and other multimedia software. Perform computer updates and assist with maintenance of faculty computer lab.

Maintain the company web site using Netscape Composer. Provide basic computer support to staff. Receive incoming parts for the hydraulic machines. Prepare outgoing parts for shipping. Design brochures and pamphlets using Microsoft Publisher. Input vendor and customer information into the company’s accounting software, QuickBooks. Other administrative duties as assigned.