Responsible for driving client satisfaction, delivery, and revenue for Get Efficient’s 27 non-profit clients with services including software implementations of iMIS association software, custom web development, training, process consulting, and general consulting.

Responsible for all implementations of the leading ambulatory, electronic health record and practice management system across the Western U.S.• Support healthcare administrators and providers implementing technology solutions critical to delivering quality care. Achieved high satisfaction scores and accolades from clients during entire tenure.• Oversight and P&L responsibility for approximately 120 simultaneous projects including 10 project managers and 100 training resources. • Developed and implemented both internal and client focused best practices which have included a more efficient resource management solution, overall implementation methodology efficiency improvements, fixed price service model, and tools to measure and monitor client satisfaction.• Provided leadership for staff development to support overall internal goals and client satisfaction.

Support over 30 clients; responsible for general consulting, business and product training, as well as, contract renewals.Managed all development, support, and training initiatives for STARS (Services, Tracking, Analysis, and Reporting, System) used for detecting fraud, waste and abuse in Healthcare.Led a Customer Support team responsible for problem resolution and business development opportunities with a proven track record for maintaining excellent customer satisfaction.Responsibilities included managing project resources and providing project accountability through the effective management of scope, risk, budgets, work plans, and contingency plans.

Managed and implemented Infrastructure Management solutions; accountable for technical support, project schedules, resource allocation, budget tracking, risk management, profit and loss management, and customer satisfaction. Managed the e-Service division of Evergreen’s e-Business unit.Account Management responsibility; driving new business through superior customer satisfaction.Instrumental in developing Support Center general consulting and business process assessments focusing on ITIL (IT Infrastructure Library) standards.Managed a group of System Consultants responsible for team reviews, career planning, team mentoring, resource allocation, and employee relations.Created models for gap analyses, business process definitions, data mapping, and training.Facilitated and implemented Knowledge Management solutions.Managed the consulting relationship with Motive Inc. responsible for resource allocation, project management, support, and business partner communications.

Responsible for the implementation and management of messaging and IT infrastructure solutions and migrations.Analyzed and developed sales strategies for IBM/Lotus solutions, and provided pre-sales support for services and product sales.Developed and presented several Domino Enterprise workshops; assisting customers in their planning, deployment, co-existence, and administrative efforts.Created and maintained an internal lab/test environment integrating Tivoli, Lotus Domino, Domino Fax Server, Domino Clustering, Paging Gateway, Pass-thru, LDAP directory services, Lotus Notes, IMAP and POP3 mail clients as well as NNTP for news feed.

Collaborated with early adopters of electronic health records, supporting the implementation, customization and service. Provided pre-sales support contributing to the growth of Braemar Group’s EHR and Healthcare consulting practice.Installed and configured all hardware and software for EHR implementations.Developed customer care methodologies and optimization strategies.Developed and provided training classes for end-users and system administrators.

Implemented and integrated STARS product for health payers and other health management organization.Converted data mappings and data structures from legacy to client server system.Developed training plans, software application document, functional specifications, and administered end-user training for client server solutions.Developed automated systems for software tracking and version control.Designed and developed physical and virtual VIPS library. Initially worked as Senior Technical Writer and facilitated ongoing creation and maintenance of all mainframe and client server software documentation.