Orchestrated the successful implementation of 50+ SaaS onboarding projectsSuccessfully implemented multiple cloud-based solutions and analytical programs throughout project life cyclesCommunicated project plans and progress to key stakeholders, project contributors, and executivesSimultaneously orchestrated the management of multiple projects, varying in size, and spanning across 10+ clientsCollaborated with cross-functional stakeholders to clarify requirements and ensured deliverables were metCollaborated with the project teams, technical teams, consultants, and engineering teams during kickoff meetings, deployment, and validation phaseSpearheaded and inspired project teams comprised of 5-10 members, adeptly resolving conflicts when they emergedConducted risk assessments and developed mitigation plansTroubleshot and resolved any issues that arose during the course of a project, escalating as necessary

Hired, coached, and led team of eight on the Support Services Problem Management team, achieving an annual reduction of incoming ticket volume by 7-10% through strategic leadership and coachingEliminated 200,000 support tickets in 2019 resulting in over $9,000,000 in savings across the organization; a 10% increase in support tickets eliminated from the previous yearPresented monthly results to organization wide Executive Operations Committee consisting of roughly 40 membersSupported Problem Management goals for over 75 support groups across Cerner Support ServicesImplemented a strategic framework for Problem Management in India, leveraging automation tools and process improvementsDeveloped and maintained problem management operating procedures, comprehensive documentation, and insightful statistical reports to ensure optimal operational efficiency and transparency

Managed problems within Cerner Support Services through the life cycle of the problem ensuring proper documentation is in placeWorked through Jiras and pushed forward any necessary code changes or mitigationsHeld meetings with various solution groups, across organizations, and with leadershipConducted proactive data analysis on incoming support tickets to identify trends and underlying issues, mitigating common or recurring support incidents

Managed and supported integration of multiple projects for Cerner clientsCultivated client relationships to achieve business objectivesPartnered with internal and external client teams to understand, design, and validate integration points across solutionsFacilitated client meetings, giving quarterly reports to executive managementEvaluated packages for code compatibility and coordinated installations for client domainsPlanned and orchestrated client domain events, providing seamless integration expertise to promptly resolve any emerging issues

Consulted with clients during implementations to deliver client-specific venue configuration, testing and trainingConsulted with clients on current workflows and configuration, upgrade implications, system changes and enhancements and ongoing system maintenanceCompleted client-specific design, configuration and troubleshooting within appropriate toolsCompleted full solution build with accountability for build quality score and follow up actions

Responsible for efficient service request investigation and resolution for the PowerOrders ApplicationProvided technical troubleshooting support to internal and external clientsResponsible for assessing issues and providing clients with a resolution in a timely mannerProvided on-call support for all high priority issues requiring prompt resolutionProactively run test scripts as well as query the database for outstanding defects, enhancements and solutions to determine problem resolution