Responsible for integration of development teams and software applications to standardize functionality, reduce complexity of support, and increase automation. One task was to determine the feasibility of consolidating multiple applications into Sales Force.com. Support for the proprietary application was nearly impossible to enhance by bringing in outside resources due to its complexity. Normal onboarding time for new developers and contractors was ~six months; SFDC is an internationally… Show more Responsible for integration of development teams and software applications to standardize functionality, reduce complexity of support, and increase automation. One task was to determine the feasibility of consolidating multiple applications into Sales Force.com. Support for the proprietary application was nearly impossible to enhance by bringing in outside resources due to its complexity. Normal onboarding time for new developers and contractors was ~six months; SFDC is an internationally known product with its own certification processes and quarterly releases which created more commercially available resources with much shorter onboarding time. Worked with upstream applications to standardize the data feed. Delivered an automated process to update Astea Alliance (a downstream onsite service dispatching application) and led the effort to design a solution for Rosetta (a client by client translation tool to seamlessly standardize laboratory test ordering codes nationally). Identified several additional opportunities to streamline and automate Show less

Developed and mentored a national team of eleven Managers and approximately 150 field resources. This team was responsible for approximately eighty thousand external client accounts for overall support of Quest Diagnostics Care360 platform. Care360 is used to order and result laboratory tests. This support included application and hardware installation, training and break fix activities. Logistics of this position included fleet maintenance, roll out KPI (Key Performance Indicators), Refinement… Show more Developed and mentored a national team of eleven Managers and approximately 150 field resources. This team was responsible for approximately eighty thousand external client accounts for overall support of Quest Diagnostics Care360 platform. Care360 is used to order and result laboratory tests. This support included application and hardware installation, training and break fix activities. Logistics of this position included fleet maintenance, roll out KPI (Key Performance Indicators), Refinement and roll out of national standard processes using Astea Alliance, management and adherence to time and work tracking by field resources. - Field upgrades of more than twenty thousand CPUs to Windows 7 in twelve months – An additional three thousand were added in March and May due to inclusion of Solstas and AmeriPath accounts. This project was required due to Microsoft discontinuing support of Windows XP. Accomplished within the allotted twelve month period with existing resources by proactively managing resources, some segregation and pooling of resources as-well-as incorporating these additional visits along with the daily site visits. - Key contributor to Invigorate - Invigorate is program initiated by the CEO to reduce overall costs and give the company the ability to be nimble in a changing healthcare environment. On-site Services helped to exceed Invigorate savings for telecom and hardware initiatives. The team exceeded goals by a total of three million dollars over three years. Show less

Experienced Leader responsible for National team of 22 Team Leads and 160 remote Technicians. Measuring and monitoring Key Performance Metrics. The Technical staff is responsible to deploy, train and support Care360 application and associated hardware in client offices and company owned Patient Service Centers.

Budget responsibilities of fourteen million dollars and three hundred and twenty field/back office customer facing resources. This team was responsible for supporting approximately seventy million dollars of externally deployed assets (printers, CPUs, monitors, etc.)- Drove EHR deployment, establishing standard processes for the new product, created new job descriptions for these specialized resources including grading and compensation, implemented promotion & certification criteria to… Show more Budget responsibilities of fourteen million dollars and three hundred and twenty field/back office customer facing resources. This team was responsible for supporting approximately seventy million dollars of externally deployed assets (printers, CPUs, monitors, etc.)- Drove EHR deployment, establishing standard processes for the new product, created new job descriptions for these specialized resources including grading and compensation, implemented promotion & certification criteria to encourage and reward resources to become certified. - Launched national roll out of Tech Touches – unsolicited visits to clients to increase visibility, train and tweak Care360 settings and increase electronic ordering. This effort produced a four percent increase in revenue from clients who were visited compared to clients not visited.- Implemented Astea Alliance – an automated dispatch and asset tracking application resulting in the reduction of twenty two headcount (by attrition) nationally. This was accomplished by optimizing daily service visits based on inventory and skill set. The application also allowed for improved SLAs as it automatically looked at the opened date and addressed service items on a FIFO basis and GPS locations. Alliance also provided real time dispatch to field techs handheld devices. Prior to Alliance; service orders and scheduled site visits were assigned the day before, mainly based on geography. Same day and escalations were handled by a series of calls and shuffling of assigned work using email and phone calls. The efficiency of Alliance allowed for the reduction of twenty-two headcount, Dispatchers and field Technicians, through attrition Show less

Rolled out “Case Handler” model as a national standard – this model, created as a result of a sponsered Six Sigma project, introduced a separation of key responsibilities across resources; Case Handlers, Field Technicians, Hardware and Dispatch roles. This was a result of my sponsoring and participation on a Black Belt improvement Project. Working in the largest Laboratory in the Quest network the backlog of Care360 installation and support requests quickly grew out of control with TAT… Show more Rolled out “Case Handler” model as a national standard – this model, created as a result of a sponsered Six Sigma project, introduced a separation of key responsibilities across resources; Case Handlers, Field Technicians, Hardware and Dispatch roles. This was a result of my sponsoring and participation on a Black Belt improvement Project. Working in the largest Laboratory in the Quest network the backlog of Care360 installation and support requests quickly grew out of control with TAT routinely exceeding 60 days for installations. Because every resource wore multiple hats, including field service, back office support was provided only when there was unallocated field time. By separating roles and dedicating resources to a set group of tasks, within a year we were able to cut the SLA in half to thirty days. Using this foundation the company currently averages four day TAT for Icon installs and fourteen days for hardware. Show less

Originally Teterboro, NJ Client Systems Manger this position evolved into NY/NJ Regional Client Systems Manager. Responsibilities included oversight of installation coordination, on-site break/fix, training of customers and onboarding of resources. Responsible for the creation of Case Handler model via sponsored Black Belt project. This model introduced a separation of key responsibilities between roles; Case Handlers, Field Technicians, Hardware and Dispatch roles. This was a result of my… Show more Originally Teterboro, NJ Client Systems Manger this position evolved into NY/NJ Regional Client Systems Manager. Responsibilities included oversight of installation coordination, on-site break/fix, training of customers and onboarding of resources. Responsible for the creation of Case Handler model via sponsored Black Belt project. This model introduced a separation of key responsibilities between roles; Case Handlers, Field Technicians, Hardware and Dispatch roles. This was a result of my sponsored Black Belt Project. Working in the largest Laboratory in the Quest network the backlog of Care360 installation and support requests quickly grew out of control with TAT routinely exceeding sixty days for installations. Because every resource wore multiple hats, including field service, back office support was provided only when there was unallocated time. By separating roles and dedicating resources to a set group of tasks, within a year we were able to cut the SLA in half to thirty days. Show less

Along with partner we grew a start-up company from sales of zero to more than five million annually, producing, supporting, installing and servicing National accounts such as American Red Cross emergency Services, Standard Register and US Weather Service - Wrote specifications and had oversight of design and development of customized communications devices. - Moved products from customer concept/sale cycle through development, UAT and deployment o Designed and deployed solution… Show more Along with partner we grew a start-up company from sales of zero to more than five million annually, producing, supporting, installing and servicing National accounts such as American Red Cross emergency Services, Standard Register and US Weather Service - Wrote specifications and had oversight of design and development of customized communications devices. - Moved products from customer concept/sale cycle through development, UAT and deployment o Designed and deployed solution for US Postal Service for address mail sorting o Designed, built and deployed solutions for selective printing of weather, Reuters market feeds and UPI news wires - At the request of Damon Labs - Integrated modems into printers (AutoDial) for the lab industry cutting the labs purchasing costs by twenty-five percent - Onsite services for lab result printers for DaVita dialysis centers in the Mid-Atlantic and Northeast geographies - Negotiated and guided the company through sale and transition to a publically traded company Show less

Supported Sales and Marketing by working closely with customers and sales resources to provide demonstrations. Gather and articulate customer requirements. Complete documentation requests for application enhancements. On-site Service technician with a specialty in credit report market.