Massachusetts General Hospital (Mass General or MGH) is the primary teaching hospital of Harvard Medical School and a biomedical research facility. It has consistently ranked in the top ten of hospitals in the United States by U.S. News & World Report for over a decade. MGH is owned by Partners HealthCare (PHS), which was formed by MGH and Brigham and Women’s Hospital in 1994. • Concurrently project managing 3 PHS Enterprise Radiology projects as part of the Partners 2.0 Initiatives… Show more Massachusetts General Hospital (Mass General or MGH) is the primary teaching hospital of Harvard Medical School and a biomedical research facility. It has consistently ranked in the top ten of hospitals in the United States by U.S. News & World Report for over a decade. MGH is owned by Partners HealthCare (PHS), which was formed by MGH and Brigham and Women’s Hospital in 1994. • Concurrently project managing 3 PHS Enterprise Radiology projects as part of the Partners 2.0 Initiatives focused on enhancing the Patient and Referring Provider experience while optimizing various technologies and reducing operating expense.• Served as the Manager of the Informatics Project Office (IPO) team which demonstrated a 50% increase, year over year, in project implementations between 2010 and 2016.• Served as the Program Manager for MGH Radiology during the 2015-2016 Partners eCare Epic implementation. Responsible for the coordination of project schedules, risk management plans and status reports for MGH Radiology Clinical, Development, Integration, Operations and Revenue leaders. Represented Radiology as the primary point of contact for all security access and training needs for the division. • Managed over 37 projects related to upgrading mission critical applications, sun-setting end-of-life technologies and expanding technology footprint for new Radiology locations and non-Radiology affiliates between 2012 and 2014.• Implemented the Informatics Strategic Planning session and methodology.• Served as the Interim Manager of the Informatics Service Desk which operates in a 24x7x365 environment servicing over 1,500 end-users. Developed the business case to establish the “Informatics Service Desk” team; the outcome was adding five Full Time Employees (FTEs) to the Informatics team. • Designed, developed and deployed the Informatics Project Methodology of Organize, Assess, Plan, Execute and Manage. Show less

• Directed the Strategic Project Management Office and Quality Assurance teams which provided enterprise-wide support for the $5 billion education line of business. • Managed a $13 million origination re-engineering program that influenced all aspects of people, process and technology. Program delivered in 20 months utilizing an agile development approach.• Designed, developed and deployed a project evaluation and initiation process focused on identifying and implementing value-add… Show more • Directed the Strategic Project Management Office and Quality Assurance teams which provided enterprise-wide support for the $5 billion education line of business. • Managed a $13 million origination re-engineering program that influenced all aspects of people, process and technology. Program delivered in 20 months utilizing an agile development approach.• Designed, developed and deployed a project evaluation and initiation process focused on identifying and implementing value-add opportunities. The foundation of the process was to ensure that the right people are focused on the right things. • Consistently passed and regulated the quarterly KeyCorp Sarbanes-Oxley process reviews for Access Control, Business Continuity and Interest Rate Processing. • Recognized in Key’s national Employee Engagement Survey for leadership and communication acumen. Show less

A privately owned consulting firm that provides information technology strategy consulting and system integration services to customers exclusively in the financial services industry. Senior Consultant – Client Projects:• ABN AMRO – Chicago, Illinois (January 2003 – March 2003)• Wells Fargo – Billings, Montana (October 2002 – November 2002)• Citizens Bank – Warwick, Rhode Island (January 2002 – September 2002)• Fleet Boston Financial Corp. – Boston, Massachusetts… Show more A privately owned consulting firm that provides information technology strategy consulting and system integration services to customers exclusively in the financial services industry. Senior Consultant – Client Projects:• ABN AMRO – Chicago, Illinois (January 2003 – March 2003)• Wells Fargo – Billings, Montana (October 2002 – November 2002)• Citizens Bank – Warwick, Rhode Island (January 2002 – September 2002)• Fleet Boston Financial Corp. – Boston, Massachusetts (August, 2000 – October, 2001)• Citizens Bank – Providence, Rhode Island (June, 2000 – August 2000)• Dime Savings Bank – Uniondale, New York (March, 2000 – June, 2000)• Cigna HealthCare – Bristol, Connecticut (January, 2000 – March, 2000)Project Highlights:• Identified, recommended and implemented processes to improve operating efficiencies and increase revenue generation in contact centers. Improvements influenced aspects of people, process and technology.• Implemented a user-friendly web interface for commercial loan officers to improve response time to clientele resulting in reduced loan-closing timeframes. Show less

An international supplier of customer relationship management (CRM) solutions in the financial services, insurance, telecommunications, healthcare, information technology, energy and hospitality industries.Director of Operations• Managed an annual budget of $6 million in a 24x7x365 contact center environment encompassing over 200 sales and services associates.• Partnered with the Business Development and Marketing teams to meet 80/20 Customer Service Levels (CSL) client… Show more An international supplier of customer relationship management (CRM) solutions in the financial services, insurance, telecommunications, healthcare, information technology, energy and hospitality industries.Director of Operations• Managed an annual budget of $6 million in a 24x7x365 contact center environment encompassing over 200 sales and services associates.• Partnered with the Business Development and Marketing teams to meet 80/20 Customer Service Levels (CSL) client expectations, adhering to the corporate profitability model of $4.50 cost-per-call.• Sponsored the ISO 9002 site certification.• Managed the implementation of the Blue Pumpkin Workforce Management system. Show less

Consultant – Client Projects: • Citicorp – San Antonio, Texas (December 1998 – January 1999)• US Trust - Cambridge, Massachusetts (August 1998 – December 1998) • Peoples Heritage Bank – Lewiston, Maine (April, 1998 – August, 1998)Project Highlights:• Identified, recommended and implemented Interactive Voice Response (IVR) application improvements resulting in an increase customer usage rate from 47% to 83%.• Successfully converted over $4 million in demand… Show more Consultant – Client Projects: • Citicorp – San Antonio, Texas (December 1998 – January 1999)• US Trust - Cambridge, Massachusetts (August 1998 – December 1998) • Peoples Heritage Bank – Lewiston, Maine (April, 1998 – August, 1998)Project Highlights:• Identified, recommended and implemented Interactive Voice Response (IVR) application improvements resulting in an increase customer usage rate from 47% to 83%.• Successfully converted over $4 million in demand deposits, savings and IRA portfolios. Show less