- Responsible for ensuring our HaaS and MSP clients' SLA needs are met- Coordinate with members of the implementation and NOC teams to complete major projects for new and existing clients- Conduct alpha testing for our proprietary ticketing system, identifying and reporting issues to the software development team- Maintain network security via managed switches- Train and mentor Tier 1 and 2 technicians and interns to support their continued development

- Handle tickets and issues escalated by tier 1 technicians- Train, mentor, and support tier 1 technicians and new employees- Respond to cybersecurity events, including compromised business email accounts and ransomware attacks, identifying and removing malware- Become a product/solution expert, create and update internal documentation, and train other technicians on the same- Install and monitor on-site networking equipment- Coordinate with and escalate tickets to NOC when necessary- Coordinate with CSMs, NOC, and Implementation Specialists to complete on-boarding projects for new clients

- Handle IT support for over 60 clients with 2,500+ endpoints across the Toledo metro area and operating across the country, acting as an on-site technician for local clients- Manage accounts through Active Directory and Office 365, troubleshoot hardware and software for managed systems, and image and install new endpoints, using ConnectWise Automate for RMM and minMax to manage tickets- Handle deployment of mobile devices and MDM software, PBX phone systems, and VoIP phones- Repair or replace machines and peripheral equipment- Develop responsive HTML emails for company newsletters and marketing campaigns- Document policies and procedures for our company-wide knowledge base and for user training- Create technical documentation to assist new clients with becoming acclimated to our stack during on-boarding- Coordinate with PICs at each company to improve end user experience and resolve issues

- Achieved #1 search engine ranking and weekly show bookings for xDiggityDee by redesigning website using HTML, CSS, and JavaScript, and utilizing Git for testing and CI/CD- Grew revenue for Pieru and Almas Cautivas by 63% and 37% respectively by adding new WordPress features to their websites as solutions to their business goals- Supported successful business relaunches for Ryco Industries LLC and Alluvium Consultants, creating websites, marketing emails, and business logos using HTML, CSS, JavaScript, and Figma

- Cut labor costs by $200k+ and reduced processing time by 90% via SQL queries and Excel functions, automating high volumes of prescription data analysis and billing- Achieved 40% revenue increase in under a year by leading marketing projects on a team of 6, managing medication adherence programs, creating marketing email campaigns with HTML and CSS, and liaising between internal and external stakeholders- Saved $100k+ in downtime costs across multiple sites via remote and on-site troubleshooting for 50+ PSCs, pharmacists, pharmacy technicians, and interns- Saved $500k+ in damaged medication costs by implementing new temperature monitoring software- Analyzed business data reports using SQL to identify areas of opportunity, presented findings to teams of 6 and 12, shared progress updates and spearheaded strategies for growth- Identified and mentored pharmacy technicians with the potential to become high-performing Pharmacy Service Coordinators, then trained and supported them during their transition into direct reports

- Increased revenue by $500k+, achieving #1 ranked Specialty LTC pharmacy in the Midwest by implementing Agile methodology to eliminate operational inefficiencies, optimize inventory control, and engage with internal and external stakeholders - Doubled the successful recovery rate of patients with SUD by collaborating with partnered behavioral health providers to develop medication-assisted treatment plans- Increased revenue by $100k+ by achieving a 98% approval rate on insurance Prior Authorizations and shortening the review period from 2+ weeks to 1-3 days, utilizing health and medication history obtained in SmartCare EHR- Eliminated losses due to insurance clawbacks during prescription audits by ensuring 100% accuracy of billed claims and prescription recordkeeping- Trained, led, and mentored pharmacy technicians to improve their skill set, career potential, and contribute to pharmacies’ growth

- Recovered $500k+ in Medicaid and Medicare Part D insurance payouts for prescription billing claims due to discrepancies found during remote and on-site audits at pharmacies across the US, using MS Access databases and proprietary software- Served as subject matter expert for fraud, waste, abuse, and error for Medicaid and Medicare Part D clients, reviewing 1000+ claims per day with 100% accuracy

- Saved $500k+ by implementing LEAN methodology to forecast supply and demand requirements, optimize inventory control, and eliminate operational inefficiencies- Created a successful model for MTM services by collaborating with stakeholders to bill 98% of claim opportunities in the NW Ohio region, bringing in $50k+ in additional revenue and adding an annual internship opportunity for BSPS candidates