• Gathered critical feedback from clients on new report metrics for the company’s main application which allowed for feature adaption rate of 100%.• Designed and implemented new internal bug reporting processes and procedures which incorporated the Asana tracking tool and reduced closure time by 12%.• Increased customer satisfaction scores by 22% through successful management of enhancement requests into development tasks for multiple product lines. • Gathered and structured ideas into actionable product initiatives, building a cohesive multi-year roadmap that aligned with business objectives and prioritized long-term value.• Communicate, negotiate and partner with vendors in product development phase, considering scope, requirement and costs. • Led a cross-functional team of product support specialists, analysts, engineers, technical writers, and offshore developers to achieve a 50% increase in yearly software release frequency.• Create an organizational structure with the talent and resources needed to drive results.• Oversee direct key operational functions including software development/modifications, API testing, • Change the paradigm of IT from a cost center to a value-added function by aligning all technology solutions to broader corporate objectives and the needs of business units.• Work in a matrix structure and utilize cross-functional collaboration to build consensus and support for shared goals.• Serve as a catalyst for positive change and transformation management.• Use real-time analytics/Key Performance Indicators (KPIs) to take a proactive versus reactive response to risks and opportunities.• Improved application reliability by 12% via API testing.

• Led department growth and achieved a 100% staff retention rate.• Oversaw the set-up of on-site and virtual sales project.• Developed procedures and processes for software deployments.• Served in a sales technical support role.• Focused on the creation of client-focused partnerships.• 24/7 technical support for over three hundred 911 call centers in North America with 99.9% up-time.

TECHNICAL SUPPORT MANAGER• Managed a professional staff with responsibility for upgrade of iPhones, desktops, laptops, Apple MacBooks, Toshiba, workstation set-ups, call center support, and network operations.• Focused on one-call user solutions and reduced technical support calls by 15%.Accomplishments• Resolved escalated calls and served as a liaison to over 40 councils and 12,500 members.• Created reports in CRM contributing to an increase in sales calls of 15%.

• Managed complex technology projects including a full EHR implementation and use of Six Sigma methodologies to reduce costs by $400K and support for practice management technology upgrades.

• Formed and managed a core team of Developers that expanded the company’s base of products and resulted in net gain of recurring revenue.• Worked in collaboration with sales and marketing, linking new product development to market and industry trends, as well as profitability objectives.• Cultivated and maintained positive relationships with executive level management from several healthcare organizations including HCA, Symbion, Nueterra, Allscripts, Zirmed, GHN, PayerPath, Medbis, and HealthSouth.• Streamlined and re-engineered the developed cycle to reduce costs.• Restructured the direct service positions eliminating 65% of unnecessary personal overhead.