Crystal Reynolds, Csm, Itil Email & Phone Number

Janesville, Wi, Us

• Selected as the lead project manager and dedicated customer resource for the largest revenue TPA client account in the EDI Clearinghouse - SaaS division• Cleared backlog and increased resolution of aged escalation tickets by 95% within 3 months• Manages project lifecycle from initiation to deployment while leading resolution efforts for proprietary SaaS operational support tickets relating to auto, casualty, and workers compensation medical claims • Assesses client needs and establishes specifications for EDI project implementation• Serves as a liaison between non-technical and technical team members• Establishes test plans for internal and client testing phases to ensure compliance with client specifications• Develops communications plans, governance structures, escalation procedures and supporting documentation• Analyzes project risks and determines mitigation based on organizational and/or client risk tolerance• Facilitates investigation of client application issues to find origin of problem, determines appropriate course of action, and drives implementation of corrective tasks• Hosts internal and external meetings to communicate project statuses, remove roadblocks for developers, escalate client concerns to executive leadership, and facilitate task completion• Utilizes SaaS tools to manage project work, customer communications, document client workflows, and delegate tasks• Manages release schedule for client requested change management, software development enhancements, and bug fixes• Created and implemented billing process for customer requested software enhancements and change requests.• Collaborated with the Customer Support Director to configure the client-facing portal in Jira Service Management during the migration from a proprietary ticketing system.

Montgomery, Alabama, Us

• HL7 Interoperability Healthcare Technology Project Manager and Business Analyst for The State of Alabama's Syndromic Surveillance Program (EHR /EMR Data)• Managed grant compliance by ensuring our team completed implementations within Federal and State regulatory guidelines, while utilizing all available resources to hold EHRs and Providers accountable for the same regulations• Facilitated the onboarding of Emergency Departments, Urgent Care Clinics, and eligible Ambulatory Clinics to submit EHR HL7 ADT data to Alabama Department of Public Health IT under alignment with CDC NSSP• Coordinated cross-functionally with EDI Analyst, Developers, and Program staff to successfully implement HL7 interoperability projects for SOAP Webservice deployment to AL Dept of Health IT and CDC• Served as primary, customer facing liaison between healthcare facilities, EHR / EMR software vendors, and internal technical resources in establishing project timeline, providing technical specifications, and onboarding sites according to CDC standards• Developed process for onboarding Freestanding Emergency Departments as new facilities for grant award milestone achievement• Utilized Azure Data Studio to perform SQL queries for data quality research and analytical reporting on targeted healthcare facilities• Clearly communicated project plan to internal and client-facing stakeholders that includes task delegation, onboarding schedule, and project deliverables• Ensured eligible healthcare facilities submitted valid data by auditing transmitted HL7 messages and communicating issues that failed quality control standards • Worked directly with EHR / EMR vendors to establish implementation plans, educate on federal regulation, and coordinate technical changes (Frequent vendor implementations: Oracle Cerner, MedConnect, athenahealth, Epic Systems, Meditech, Allscripts, eClinicalWorks, NextGen Healthcare, Greenway Health, eMDs)

Montgomery, Alabama, Us

• ALFA Insurance / Alabama Farmers Federation contract• Selected to lead implementation of Fonteva Membership software for Alabama Farmers Federation non-profit (Salesforce platform)• Documented manual workflows to assist legacy software development team with process automation• Hosted discovery workshops with project stakeholders, cross-functional teams, and department leaders to define project goals and business requirements in an agile environment• Utilized JIRA to create story boards, assign tasks to software development team, and track progress status to manage implementation schedule• Maintained project authenticity and integrity through timely documentation of meeting notes, action items, workflows, and vendor management in Confluence• Facilitated daily scrum meetings with development team and weekly status meetings with project team to ensure completion of tasks and assists with removing roadblocks• Assisted with migration of customer database from legacy platform to Salesforce / Fonteva

Montgomery, Al, Us

• Collaborated with client security consultants, loss prevention directors, and internal account managers to understand project scope, timeline, internal budgets, equipment needs, documentation and resource needs to be successful• Facilitated the coordination of qualified field technician schedules to perform POS System, Commercial Security System, and CCTV installations nationally on CBE’s largest revenue account and most profitable territory• Led internal meetings to determine and evangelize technician qualifications, shipment and warehouse needs, financial requirements, inventory reconciliation, and billing for each regional or national project• Identified project risks and constraints for each iteration while simultaneously mitigating unexpected issues through effective stakeholder communication and resource allocation• Managed expenses throughout implementation to ensure project remained within the allotted budget• Analyzed and reconciled invoices after each implementation to ensure quoted time, materials, and billable expenses are accounted for • Audited technician billables for labor and equipment, reconciled invoices, and worked with accounting to process payment of posted invoices• Assessed progress in assigned projects/programs including cost estimates, schedules, and performance supportability baseline requirements by applying known methods and procedure• Assigned and directed licensed contractors in meeting project objectives• Utilized ERP software to schedule and dispatch technicians to implementation sites, generate project reports and analytics, reconcile billing, and coordinate project scheduling in other territories

Atlanta, Ga, Us

• Subject Matter Expert (SME) for Change Management PMO: Largest revenue account – Cybersecurity Banking Operations • Coordinated with key stakeholders to gain line of business approvals during technology infrastructure CAB (IT Governance) meetings for out of scope implementations • Budgeted cost-effective firewall change projects per business requirements and documented client approvals from Project Sponsor and Line of Business decision-makers • Submitted RFCs/CRQs to detail and track the proposed firewall change while organizing internal resources to meet deadlines and facilitate end to end project delivery • Composed documentation of Change Management Processes for team training and coaching to improve daily workflow challenges and establish Incident Management policies and procedures • Resolved priority, international escalations for firewall outages, incidents, and emergency changes for APAC and EMEA in a deadline-driven, fast-paced environment during third shift • Performed Root Cause Analysis to investigate each incident occurrence in which an event caused any networking outages or disruption to banking operations - RCA reporting was delivered within 24 hours to C-suite executives, internal leadership, and all decision-making external partners • Led Quality Assurance (QA) efforts by auditing the Service Request process, providing training support on error reduction, testing process development ideas, and creating strategy plans for performance improvement • Collaborated with process and deployment management leaders to help document and provide feedback for new automation tools • Authorized emergency break-fix requests to quickly resolve critical priority incidents by working with client-side CTOs / CIOs as well as internal implementation teams to restore service or functionality to the banking network infrastructure

Atlanta, Ga, Us

• Business Intelligence & Analytics and Change Management PMO Team • Promoted within 19 months from Sr. Analyst to Advisor after implementing significant process improvement and strategic initiatives • Worked closely with MAC Engineering and the SOC Implementation teams to manage multiple internal and external projects simultaneously while utilizing cross-functional resources to achieve client and company goals • Designated as the mentoring, outreach process expert to guide project manager new-hires for a successful onboarding experience • Scheduled planned service requests and ad-hoc priority incident tickets for implementation of firewall changes • Organized and allocated technical and professional services resources to support each project plan according to the specified budget throughout the Change Management firewall lifecycle • Generated and delivered client-facing reports and presentations for project budgets, financial analytics, Dedicated Team performance, SLA's, network health, systems security threats, device availability, and professional services revenue• Primary liaison for IT Operations team when communicating with Finance and Accounting leaders • Provided internal reporting and metrics to support all levels of management, departments, business units, and cross-functional teams

Indianapolis, Indiana, Us

• Client Relationship Specialist: Chosen to solely manage special telecom projects for Tangoe’s largest revenue client base - Federal Government & Healthcare Enterprise accounts • Processed $1MM in payments for Accounts Payable telecom billing expenses weekly • Led largest revenue project to assign 30,000+ phone lines to new districts while coordinating with vendor PMs and technical experts - resulting in and additional $1MM in revenue • Produced Accounts Payable (AP) and General Ledger (GL) records based on customer specifications to provide critical support and management of their carrier invoices • Trained new hires on best practices and how to audit files and monitor invoices to dispute third-party billing• Scanned paper invoices into cloud storage depository and organized electronic documents and records according to urgency and client prioritization • Hosted weekly status meetings with account executives and external leadership to review budget, cost benefit analysis, savings, device inventory turn-ups, and large invoice variances • Proficiently used interpersonal communication skills to negotiate payment arrangements with vendors to avoid service outage on managed telecom lines • Tested client account files as the end user to configure their software prior to scheduling and coordinating the deployment of new software releases• Reconciled GL & AP files against client-provided data and internal reporting generated with Crystal Reports• Participated in system and web testing in preparation for transition to new, proprietary cloud platform• Provided demos of Tangoe’s software platform to new clients transitioning from legacy platforms or existing clients that were interested in expanding or updating their service contract

Newcastle Upon Tyne, Gb

• Ranked #1 in new-hire training class for best cumulative test score• Provided Tier-1 help desk software support and procedural technical guidance for Sage 50 Accounting Software (seasonal contract) • Delivered an excellent customer service experience by analyzing issues using accounting principles and business acumen to assist in solving technical problems • Documented troubleshooting steps for each support incident ticket in a clear and concise format • Built significant rapport with current customers to influence decision-makers on upgrading to the Sage Business Care Support Plan that aligned with their present and future business needs • Increased user engagement of customer portal by educating them on its benefits and assisting with account setups during every troubleshooting call • Processed customer payments securely through PCI compliant payment portal• Configured software applications according to customer needs or business requirements • Performed regular maintenance of knowledge database contributed articles to ensure team members have access to the most recently updated troubleshooting steps or process changes

Bachelor Of Science, Commerce & Business Administration, Computing Technology & Applications

Education record