• Spearheaded the successful delivery and execution of Managed Services contracts for esteemed healthcare clients, ensuring exceptional service quality.• Provided expert consultation services in IT Service Delivery, Hospital IT Operations, EMR Conversions, Acquisitions and Divestitures, and Technology and Engineering Implementations, enabling clients to achieve their strategic objectives.• Developed innovative solutions for healthcare clients, optimizing their End User Device (EUD) footprint and driving significant reductions in operational expenses.• Collaborated closely with Hospital Executive leaders to drive project execution excellence and swiftly resolve service delivery challenges with third-party partners and service providers.• Partnered with the Program Management Office (PMO) to lead and deliver complex projects for prominent healthcare clients, encompassing Domain Migrations, End User Device Deployments, EMR Conversions, New Construction Builds, and Clinical Assessments.• Implemented transformative improvements in IT Service Management (ITSM), Asset Management, and Configuration Management Database (CMDB) for multiple healthcare clients, enhancing operational efficiency and cost-effectiveness.• Played a pivotal role in streamlining facility support for hospital operators by strategically repurposing, consolidating, and realigning staff to align with specific hospital requirements.• Provided oversight to the Innovation Team, driving internal solution design initiatives to enhance Resource Management, Project Management, Customer Relationship Management, Asset Management, and Internal Reporting.• Directed the operations of SCCM, Patch Management, and Application Delivery support for an impressive portfolio of 90K endpoints and 15K servers monthly, ensuring seamless performance and optimal system functionality.

• Orchestrated the effective management of a diverse workforce of 100+ resources, overseeing a substantial OPEX budget of 4.2M.• Strategically optimized internal capacity without the need for new hires, successfully eliminating outsourced agreements and generating annual OPEX savings of 1.3M.• Established a high-performing support model encompassing Wintel, Backup, Storage, Networking, Desktop, Help-desk, and Security services, ensuring seamless operational efficiency.• Guided an infrastructure support department in eradicating a backlog of over 1000 incidents, achieving a remarkable feat of zero incidents within a span of 18 months.• Spearheaded a large-scale enterprise-wide project to implement Windows 10 across 95K devices, driving standardization and enhanced functionality.• Lead the implementation of a cutting-edge thin client solution, leveraging VDI, WYSE, and XenApp technologies to replace thick client devices, resulting in cost savings and improved user experience.• Successfully reduced daily call volume into the organization from 800 to 150 calls within a two-year timeframe, implementing effective process improvements and optimizing service delivery.• Instrumental in establishing vendor-supported managed services agreements for Cerner and Medhost, ensuring expedited resolution of issues through direct engagement with subject matter experts.• Played a key role in executing managed services contracts for technology support, as well as Statement of Work (SOW) agreements for implementation services, aligning client needs with top-tier solutions.• Led a comprehensive patching initiative to enhance security posture, resulting in a remarkable 92% improvement in Domain Controller compliance within a swift six-week period.• Effectively led the transition of the department from BMC Remedy to ServiceNow, ensuring seamless continuity of operations and maintaining impeccable service levels based on established metrics.

• Directed and managed a highly skilled team of 39 professionals, responsible for providing Tier 1 and Tier 2 support services to a network of 200+ hospitals.• Achieved a remarkable increase in first-touch resolution performance, elevating it from 34% to an impressive 80% within a span of just 7 months, resulting in enhanced customer satisfaction and streamlined service delivery.• Successfully reduced the overall volume of issues escalated to key third-party partners by an impressive 40%, effectively resolving challenges internally and optimizing operational efficiency.• Developed and implemented comprehensive metric-based performance indicators, fostering a culture of accountability and continuously improving service quality based on established benchmarks.• Fostered a dynamic work environment that emphasizes internal promotions and provides qualified staff with abundant opportunities for growth and advancement.• Identified areas of opportunity for cost savings and reduced reliance on vendors by proactively training and re-purposing staff members, effectively leveraging internal resources.• Established a dedicated support team focused on Cerner implementations, providing specialized training and comprehensive process documentation to ensure seamless adoption and successful integration.• Built a robust internal support structure to effectively address the acquisition of HMA, strategically managing the onboarding of 70+ additional hospitals into the portfolio.• Proactively identified areas for improvement to address issues at Tier 1 and Tier 2 support levels, effectively reducing escalations and overall volume of Tier 3 incidents.• Designed comprehensive strategies to effectively handle upcoming deployments and potential increases in day-to-day operational volume, ensuring seamless service delivery and customer satisfaction.

• Led an initiative focused on restoring confidence in corporate IS support through focused attention on facilities in need of assistance• Managed the transition to Operational Support for multiple facilities undergoing conversions to the Cerner application suite• Performed on-site education, training, preparations, and monitoring for multiple facilities throughout their Cerner implementation• Designed and implemented the core metrics, monitoring tools and best practices used by the Quality Assurance Team to identify sites in need of focused attention• Implemented the xMatters product in an effort to improve response time during critical events• Designed and managed the Major Incident Management process in use across the enterprise• Effectively bridged the communication gap between hospital leadership and corporate IS support• Established new criteria and reporting as well as developed tools in house in an effort to provide professional metrics to executive leadership• Coordinated multiple teams to reach quick and sound resolution for IS-related issues at our facilities• Utilized Problem Management methodologies to identify, resolve and prevent recurring issues

• Sat on HIE Core Project Team Committee in an effort to develop the strategy for implementing the CHS HIE solution• Effectively implemented a custom solution to operationalize the Non-Standard Transcription Interface Projects• Preparing documentation and acting as subject matter expert for company-wide HIE project• Establishing resource thresholds and metrics to be used in company-wide HIE project• Created an inventory assessment and tracking tool for company-wide ICD10 project• Creating Service Level Agreements and supporting documentation for new and existing processes• Built an assessment tool to perform automated PC assessments in the field in an effort to reduce time spent by on-site resources• Created an automated inventory application for collecting and reporting PC assessment information from the field• Created an automated application used to deploy status updates for outstanding issues for all projects within the HIM IS department as a daily task for all project managers and executive leadership• Successfully moved a custom application through the SDLC for small project implementations within the Physician Access and Acquisition Teams in the HIM IS department• Created applications that automate small project deployments for multiple teams in both a standardized and user-generated format• Creating departmental reports for projects in an effort to provide better resource allocation and time tracking metrics

• Worked with affiliated physicians to establish LAB, RAD and HIM interfaces• Designed an "Interface Toolkit" to be used on all future projects and moved it through the System Development Life Cycle.• Managed multiple projects with numerous vendors while adhering to CHS project timeline requirements• Maintained a project dashboard that provided project updates to all stakeholders• Worked on Non-Standard Transcription projects for CHS-owned facilities• Adhered to CHS Interface Model on all interface projects• Maintained relationships with facility resources and vendors• Maintained documentation related to affiliated practice implementations• Helped create metric monitoring tools to aide executive leadership

• Managed hardware deployment project for a company-wide eClinicalWorks (eCW) rollout project at 50+ facilities• Worked with application team to properly align with their timeline and meet deliverable deadlines• Designed project plan for EHR hardware deployment• Worked within budget constraints and project deadlines• Maintained relationships with vendors and hospital staff• Provided all necessary documentation for the hardware deployment phase of the eCW rollout• Worked with Medicity to establish HL7 interfaces for Radiology, Lab and HIM reports to be interfaced with eCW• Worked with 3rd party EMR vendors to test and build HL7 interfaces for our affiliated practices• Tested and established dictation interface utilizing EMDAT for EHR rollout project• Designed “Deployment Kit” to reduce installation measures necessary for eCW deployment• Wrote automated installer for eCW deployment that installed all necessary applications• Tested and evaluated multiple hardware solutions in order to choose the best option for our project• Awarded the STAR Award by LifePoint Hospitals for Q1 2011.

• Managed the security of the hospital's network infrastructure• Managed the HIS system (HMS); this included all user security, data backups, upgrades, interfaces and printer out-queues.• Maintained all security projects including WSUS installations and the use of the McAfee EPO agent• Managed multiple servers while monitoring downtime and maintaining server integrity• Maintained 250+ workstations and 100+ printers• Maintained backups for all servers at multiple locations• Managed AS400 and worked with vendors on HL7 interfaces and HIPAA requirements• Managed ARS for 400+ employees with multiple groups and access privileges• Worked on multiple projects including: Novarad PACS installation, AS400 consolidation, and Promed implementation• Utilized a KIX logon script for all network drive mappings and security• Maintained the integrity of all systems on the grounds as well as four off site locations• Utilized multiple pieces of software including: Office XP-2008, iSeries client, Active Roles Server, TAMS, SMART, Server 2003, and Veritas Backup Exec

• Computer software and hardware installation and management• LAN configuration, troubleshooting and maintenance• Visual Studio.Net program development• Extensive HTML code usage and website development• Category five and fiber optic cable maintenance and installation• Software experience in Microsoft Word, Powerpoint, Excel, Visio, Frontpage, Adobe Acrobat, and MATLAB• Virus detection and removal• Spyware and adware removal