▪ Designed and implemented athenahealth's first technical incident management program▪ Overhauled the onboarding experience for NOC associates to prepare for the upcoming re-org▪ Designed, managed and executed on the Chat Ops transition which allowed Incident Management processes to seamlessly transition to a new Chat Ops platform▪ Member of two steering committees whose initiatives led to major cost savings and process efficiencies▪ Participated in building out athenahealth’s Problem Management function▪ Integrated existing Service Management toolsets which led to major improvements in customer stability, incident tracking and employee efficiency

▪ Created the “NOC Engineering” team whose sole mission is to increase operational efficiency through innovative tooling and automation▪ Led a proof-of-concept project into several open source and subscription-based status page tools▪ Deployed, tested and implemented an open-source “internal” status page▪ Led a cross-functional, global team to deliver a public, client-facing status page https://status.athenahealth.com▪ Designed and built a self-service tool which empowered non-technical teams to build IPSEC tunnels to customer sites resulting in a reduction of approximately 100 person hours of work each month▪ Led the proof-of-concept, vendor management and contract negotiation for an on-call and escalation management tool▪ Led change management efforts to demo, communicate and deploy the on-call and escalation management tool▪ Led and implemented Kanban methodologies for service requests; within 4 weeks, average resolution time decreased by 85%

▪ Engaged heavily in manager training opportunities through both internal and external sources▪ Met regularly with mentors to develop my leadership skills▪ Trained and coached junior and senior associates▪ Completed a 3-day immersive project management course▪ Implemented major alert management changes which reduced average alert count from ~25k to less than 5k, an 80% decrease▪ Continuously raised the bar for the team by onboarding new technology and advanced support procedures

▪ Chosen to participate in the “athenaEvolve Associate” leadership preparatory program offered to only the highest performing athenistas each year▪ Promoted to CAB Manager, began managing and facilitating weekly change meetings▪ Became an escalation point for all issues within the NOC▪ Assumed the role of “NOC Liaison” and began building relationships with various teams across the business▪ Concentrated heavily on process improvements & efficiency, reducing alert “noise” and systematically eliminating tedious tasks

▪ Monitoring and technical operations for athenaNet, a highly available SaaS application with 99.7% minimum service commitment▪ Alert management and resolution across all supported platforms and stack layers including Windows Server, Linux (RHEL, OL6), Cisco, Oracle Database▪ Incident management and reporting▪ Member of the Change Advisory Board (CAB)▪ Build and troubleshoot IPSEC VPN tunnels for healthcare interfaces▪ Create Standard Operating Procedures (SOP) by working closely with subject matter experts across the organization▪ Configuration management using Puppet and Perforce

Data Center Operations Technician II June 2012 – Jan 2014 Windstream Hosted Solutions Inc. Andover, MA All aspects of customer installations including racking equipment, installation and testing of cross connects, extending T1 circuits, mounting and labeling PDUs, etc. QA checks for installations performed by other technicians Layout and build equipment cages per customer specifications EM7, Metasolv, and M6 trouble ticketing systems Console into customer equipment to troubleshoot issues Assisted in installation and failover testing of the VBlock project 1st level customer equipment monitoring (managed routers/switches/servers) 2nd level customer service Troubleshot colo and managed service customer issues such as cross-connect and network issues, DNS, email, etc. Uphold and ensure customer service and satisfaction per Windstream’s SLA All aspects of my experience as a Telecommunications Technician are used on a daily basis

Telecommunications Technician Aug.2005 – June 2012International Brotherhood of Electrical Workers Local 103 Responsible for installation and maintenance of premise cabling systems for telephone & data networks All types of Cable Terminations (RJ-45, RJ-11, F-connectors etc.) 110, 66, BIX, and Krone cross connects Single mode and Multimode Fiber Rack Building and Ladder Tray Installation VoIP and PBX system installations Test and certify Cat5, Cat5e, Cat6, Coaxial and Fiber Optic cable with continuity testers as well as Fluke certification systems Troubleshoot existing network installations MAC (moves, adds, changes) of network drops System cutoversSecurity and Life Safety System Installation