Darlene Burton Email and Phone Number

Led the development of a Job Placement Center to support low income job-seeking individuals with tailored resources and tools. Conducted needs assessments to identify critical services and resources required for job placement success. Established partnerships with local businesses, organizations, and educational institutions to enhance job opportunities for program participants. Designed and implemented programs for resume development, interview preparation, and job search strategies. Monitored and evaluated the center's effectiveness, adapting services to meet evolving job market demands and the needs of the community.

Collaborated with the Project Manager to lead comprehensive requirements elicitation for SLAs and OLAs, engaging stakeholders and business users to capture precise needs through workshops, interviews, and surveys. Documented insights to drive SLA/OLA development aligned with organizational goals and performance metrics, addressing availability, response times, and regulatory compliance. Negotiated logistical complexities, working with cross-functional teams to establish a scalable framework supporting both current and future operational needs. Oversaw Junior Technical Writer’s documentation efforts, ensuring alignment with Statement of Work (SOW) specifications, providing structured feedback, and maintaining high standards of clarity and quality. Developed Standard Operating Procedures (SOPs) and triage protocols for the Claims Helpdesk, ensuring efficient issue prioritization and resolution processes.

Contributed to the development of a secure, HIPAA-compliant system for healthcare data exchange, enabling interoperability across healthcare providers (NHIN). Led an exploratory team, defining project tasks, setting key milestones, and establishing strategic direction to ensure project success. Played a pivotal role in strategic planning, designing efficient operational workflows, and enhancing process effectiveness. Developed Standard Operating Procedures (SOPs) to standardize and optimize operational processes. Established Service Level Agreements (SLAs) to define and monitor performance and service standards. Authored detailed reports and conducted analytical reviews to facilitate the transition from ICD-9 to ICD-10.

Collaborated with ITIL consultants to develop and refine Service Level Agreements (SLAs) for Asante Medical Group, ensuring alignment with service standards and organizational goals. Created a comprehensive documentation inventory, identifying and cataloging applications supported within the operational environment. Defined and analyzed key performance metrics and escalation triggers to improve service responsiveness and performance monitoring. Conducted process reviews to assess and document workflows for managing technical and aging ticket resolutions. Performed gap analysis to identify staff training needs and support resource planning for optimal service delivery. Developed incident classification standards and defined call level protocols to streamline issue resolution and prioritize response.

Directed project task execution and ensured adherence to deadlines, driving efficient project completion. Managed resource allocation and project timelines using MS Project to optimize team productivity and meet delivery goals. Provided clear project progress reporting and regular status updates, maintaining transparent communication with stakeholders. Collaborated with clients to identify and align project deliverables with business needs, enhancing customer satisfaction and engagement.Conducted quality assurance for IT Security policies to improve compliance and strengthen client relationships. Led teams in requirements gathering and impact analysis, ensuring comprehensive documentation and alignment with project objectives.

Network Analysis of aged Novell servers in preparation for retirement and migration to Wintel2 &VMWare.Utilizing IBM Tivoli partnered with departmental heads with regards to the verification of applications stored and security holes on various workstations.Worked with Human Resources to verify current and terminated employees which held Novell accountsLAN Administrator developing backup and disaster recovery procedures.Attended daily status meetings providing updates on server analysis based on NDS Reporting tools and Console One reporting tool.

Collaborated with technical teams to develop, from conception to roll-out, documentation for a new web-based application which was implemented for CareFirst dental claimsWorked closely with software development teams ensuring up to date documentation for software releaseBusiness Analysis support for the CareFirst Direct web-based applications and the My Account web-based application.Responsibilities include providing support to medical providers and technical professionals with regard to utilizing the website, login administration, and claims operations.Developed test procedures, test plans, and test cases for the clientEnsure data integrity and efficiencies in processing activities as well as defining and documenting system process improvement.Support user base clients with issues of login and missing, incorrect, or corrupted data

Supervision of a 24-hour Tier I/Tier II NOC Help DeskTroubleshooting and maintenance of Domain Naming Server (DNS), Proxy servers, Firewalls, and Novell Directory Service (NDS). Act as a liaison between the Federal Aviation Administration (FAA) and Government Systems Incorporated (GSI) with service requests for assignment of public and private IP addressing and bandwidth analysis.Point of contact between FAA and GSI for connectivity problems related to GSI routers and subsystems. Monitor routers, bridges, and hubs to ensure successful transmission of data to and from the FAA.Supervisory responsibilities including time management, staff overseers; produced and disseminated daily, weekly, and monthly status reporting to upper management and government officials; After hour point of contact for regional system outages.Environment: OS/2, Unix, SunNet Management, AIX, Novell, DNS, NDS, Windows Servers platform, SQL Server, Active Directory, Excel, PowerPoint, MS Office, Zendesk, Remedy

Submitted desktop applications into the Integration Lab to be packaged for phase II of the new managed desktop environment. Managed, supervised, and tracked project activity for the Mid-Atlantic region with requirement analysis, time management, testing, and quality control. Applied effective risk management tools and disciplines across the customer's unique life cycle requirements. Analyzed applications to determine whether they had been packaged and/or distributed throughout Kaiser’s platform. Coordinated with various business users and IT personnel to identify application ownership. Worked with the application owner to gather source media, and generate required documentation. Knowledgeable in-patient confidentiality and data security in regards to HIPAA.Teamed with Integration Lab engineers to identify missing source information and documentation; Software Development, Testing, Configuration Control, & Maintenance via Best Practices

Submitted desktop applications into the Integration Lab to be packaged for the managed desktop environment. Responsibilities included the management, supervision, and tracking of all project activity with regards to requirement analysis, time management, and budget control. Applied effective risk management tools and disciplines across the customer's unique life cycle requirements. Analyzed an application to determine whether it's been packaged and/or distributed throughout Kaiser’s platform. Coordinated with various business users and IT personnel to identify application ownership. Worked with the application owner to gather source media, and generate required documentation. Validated the information by installing the application according to submitted documentation. HIPAA knowledge and sensitivity training

Extension and Summer Programs Registration and Billing Coordinator Responsible for all registration and billing for the Extension as Summer Programs at Gallaudet University (formerly known as Gallaudet College for the Deaf). Responsible for setting up housing and other accommodations for Special Olympics.