Nancy Brady Email & Phone Number

Decatur, Georgia

The Task Force for Global Health is an independent, non governmental organization based in Atlanta, GA. Programs focus on eliminating diseases, protecting populations and solving problems through powerful, global collaborations.The Information Technology Services Team (ITST) is part of Integrated Program Services (IPS). Providing enterprise wide information technology (IT) infrastructure support, IT help desk services and audio/visual (A/V) technology support to 170 Task Force employees and a public health partner.Client Services ManagerMember of the IT Governance Board creating Task Force IT standards and approving projects aligned with IT strategy. Installed a wired and wireless Meraki network configuration in new location, renovated for office and conference center space. Successfully implemented RingCentral, a unified communications and collaboration system. Integrated Voice over IP (VOIP), SMS, Mobile, Audio and Video communications. Configured 18 meeting rooms with VOIP, AVYVE and Crestron multimedia technology.Provide leadership and service support for the operations, help desk and multimedia specialists. Responsible for team performance, service levels and skill development.Developed IT policies for asset and vendor management, service requests, contract negotiations and change management.Schedule quarterly phishing campaigns and annual security awareness training.Manage IT projects for Task Force Program support and technology infrastructure expansion.Upgraded Task Force Intranet and responsible for ongoing support.Work with Programs to develop intranet content ownership roles.Update site structure and global content as requested. Financial management of vendors, contracts and service team budget.Reduced dependence on 3rd party vendors by replacing obsolete technology.Transitioned to cloud services to minimize the expense and support of on-premise systems.Completed LEAN Six Sigma Green Belt Certification

Whidbey General Hospital Coupeville, Wa

Site Director, Managed Services IT Outsourcing for McKesson Provider Technologies. Onsite as the MIS Director for Whidbey General Hospital in Coupeville, Washington providing information technology support and services to 700+ employees at a 25 bed, critical access hospital with 6 remote clinics. Network infrastructure and application support of Meditech modules for Patient Processing, Patient Care, CPOE, Clinical Documentation, Radiology, Lab, Pharmacy, Revenue Cycle and Accounting in a remote hosted configuration. Led successful and collaborative effort to implement a new Healthcare Information System including; Inpatient and Emergency Patient Care, Clinical Documentation, Order Entry, Surgical, Laboratory, Diagnostic Imaging, Pharmacy and Revenue Cycle modules Negotiated contracts and developed relationships with over 90 third party vendors supporting technology expansionLed effort to replace hospital network infrastructure including; Design & Implementation, Selecting hardware vendor, Implementing Network Monitoring, Establishing Cisco device standardsResponsible for contract P&L and customer’s operating and capital budgetsCreated Governance and Change Control processesTrained on Studer Principles and incorporated employee Rounding and AIDET skill development into performance evaluations.

Alpharetta, Ga

Support Services and Help Desk for Outsourced sites within the US and Canada. Managed a team of 40 people with 5 direct reports that processed a support request volume exceeding 16,000 contacts per month from 15 sitesDesigned and developed a new support system automation strategy and successfully implemented at 17 outsourcing sites in 9 months. Daily usage by 250 analysts and end users at hospital sites.Developed $2.3 million operating budget, allocated 100% of support services across business units.Restructured support model to improve customer service, resulting in a more accurate method to report first call resolution by contractual service level agreement.Researched and recommended a new help desk call directing system, reducing on premise hardware requirements, creating redundancy, monitoring and service measurement by customer.

Alpharetta, Ga

A matrix management position within the Client Services organization responsible for the development of our emerging leadership talent. Identified the skills and attributes of a Relationship Manager Leadership role.Developed curriculum and training programs focused on the competencies required of a Relationship Manager.

Alpharetta, Ga

Direct management of technical team, providing 24x7 support for Clients in the Petroleum & Convenience Store Industry. Reengineered support model to improve service and client satisfaction.Implemented systems for call routing, monitoring, case tracking and reporting.