Focusing on launching new Network Monitoring and Maintenance tool intended to upend the industry’s current toolset. Strategizing on target audience, early adopter empathy interviews to inform product roadmap, and lead generation. As customers onboard, also focusing on customer success and issue prevention/resolution

People Management- Lead 30+ accountants, payroll processors, and tax advisors in all revenue fulfillment activities- Guided team processes by serving as the customer liaison and translating customer needs into process improvements- Designed and implemented a structured progression plan for all levels in the organization, including guided periodic performance reviews, salary structure, bonus structure, and overhauled benefits to be more market competitive- Mentored operations support staff with career progression goals covering 3 and 5 year trajectoriesProcess Improvement- Bifurcated client roster by tax return complexity and margin to facilitate tax return fulfillment by the appropriately skilled advisor, increasing per return profit margin more than 50%- Improved tax fulfillment process by implementing Agile methodologies, facilitating greater flexibility in when work could be completed based on client needs and information available- Designed and implemented the annual operating roadmap, broken down by seasons/quarter with associated KPIs, focal activities, team building exercises, and talent acquisition activitiesBusiness Growth- Joined local chambers of commerce, industry networking groups, community events, and industry collaboration teams to raise awareness and reach of the company- Networked with target universities and professors to identify talent prospects and client referral sourcesTechnologies Used/Managed:- Pacesetter (Task Management), Drake (Tax Fulfillment), VMware ESXI, Remote Desktop, MS Office Suite, Visio, Various client communication tools, Azure

People Management- Lead team of on shore and off shore developers according to product roadmap- Mentored sales and development engineers on career growth trajectories with 1, 3, and 5 year plans- Lead sales engineering team to grow from $0 ARR to roughly $4mm at the time of departureCollaboration- Worked across development, sales, and UX design teams to identify strategic direction for product roadmaps in order to meet market demand- In conjunction with R&D group, developed semi-annual product roadmaps with key user stories and milestones to document success/failure- Held empathy interviews with end users regularly to document use cases, then determined gaps that could be integrated into the product roadmap vs. those that couldn't be implementedCustomer Success- Directly accountable for the implementation of all product sales and customer onboarding and success- Clear internal and external communicator. Identifying information salient to customer needs and delivering it timely, and working with internal teams to influence strategic direction based on market feedback. - Deep experience in managing MSPs; well familiar with the market and their concerns and considerations Personal Growth- Became expert in wireless networking technologies, wireless frequency management, and wireless user experience measurement- Guided offshore development team growth and staffing with success metrics and delivery timelines- Because very adept at sales operations, serving as customer liaison from on site implementation through to frequent account management check insTechnologies Used:- JIRA, Outreach.io, PHP, MySQL, MS Office Suite, MS Project, AWS, Java

- Managed three implementation projects of proprietary data analytics product, including data discovery, analysis of quality metrics and end user training/coaching- Created a reporting tool used in PCMH attestation for local community health center – data extraction, transformation, and automated weekly reporting targeting key metrics for certification. - Held regular stakeholder meetings, presenting project status, risks, and issues to varying audiences- Created detailed project plans and budgets in client-presentable formats and used them to track project progress- Participated in weekly staffing negotiations and planning to ensure resource usage was level and efficient- Managed internal production support and product improvements team for analytics product, representing 19 community health centers. - In production support role, successfully completed numerous mini-projects to customize product to meet the needs of the client; assisted clients to identify needed change, document requirements, assemble engineering and QA teams, and deliver for final user acceptance testing and production deployment- Raised reporting system usage by communicating and coordinating with participating clinics of analytics product, increasing product satisfaction and clinical quality across clinics- Manage large, diverse groups through project execution – internal technical and leadership staff and external clinical staff- Comfortable with project ambiguity and changing landscapes; successful at delivering on time and on budget- Skilled at managing relationships with payers and providers alike, managing up and down the reporting structures to communicate salient information in a timely mannerTechnologies Used:- JIRA, MS Office Suite, MS Project, Internal EHR Data Aggregation toolRegulatory Experience:- HIPAA, HITECH

- Served as the technology specialist on a variety of financial audits, providing a risk-based perspective on clients' information systems'. - Audited clients' information systems (hardware and software) against standards and regulations per SOX legislation- Helped clients achieve business process optimization and IT controls compliance

• Interviewed industry experts and composed a marketing document for use in selling space on proposed Academic High Performance Computing environment• Redesigned Project Review Committee software interface and process flow, including process workflows and wireframe user interface designs for internally designed Project Review Committee decision support software• Researched industry project review best practices and recommended decision support metrics to track project funding decisions and drug development progress

MBA/MS of Information Systems

• Worked with Senior Consultants and Subject Matter Experts to perform internal and external audits onbusiness and technology controls to identify gaps between controls and regulations or policies• Interviewed and conducted walkthroughs with clients regularly to familiarize the team with controls• Received outstanding reviews from managers and senior consultants on performance and written reports

• Designed, approved, and distributed employment satisfaction surveys to 2500 past and current employees• Worked with faculty experts to find gaps in satisfaction among surveyed individuals; including reasons forleaving and staying, perceptions of management and associate views of benefits• Presented findings to 30 individuals including system C-Suite and hospital executives with actionablerecommendations and estimated costs and timelines for implementation

• Played an integral part on conversion team for successful implementation of new service managementsoftware that saved the company nearly $3 million annually• Lead team in converting all reports for senior management through self-instruction on reporting software,saving 15 hours per week on average for team• Received a peer nominated award and recognized by CTO