Deborah Mccourt Email & Phone Number

Tampa/St. Petersburg, Florida Area

Responsible for the operational management of the Infrastructure Team, including Engineers, Systems Administrators and Desktop Technicians. Create and manage the departments operational and capital budgets, negotiate contracts with vendors including large Telco vendors, develop metrics for the department, measure against industry standards. Create and published policies and procedures for Infrastructure that were clear, concise and compliant for HIPAA and CMS regulations.Significant Accomplishments• Stabilized the email environment, virtualizing the servers, adding multiple mail store databases and monitoring the servers with HP Foglight and SCOM.• Stabilized the Network adding a Nexus Server farm and Cisco Routers and Switches.• Replaced outdated poor performing rack servers with high availability UCS blades.• Introduced Metric driven performance measurements.• Installed remedy Force for an ITIL based Help Desk management system for Incident, Change, and Problem Management.• Added a phone queue for faster problem resolution for Associates issues.• Successfully passed a DOI Audit for the State of Texas.

CLIENT SERVICES Responsible for operational management for Client Services, Desktop Support, Deployment and Maintenance for over 4500 computers throughout Wellcare's operating area of all states. Also responsible for all access provisioning for all Associates for system access and physical access to the facility, adhering to all SOX and HIPPA controls. This includes leading and directing the activities of a team of technicians located at the Corporate headquarters in Tampa and a remote staff in New York; Atlanta and a Security Provisioning team located at the Corporate OfficesSignificant Accomplishments:Managed and lead a technology refresh from Dell hardware with Win XP and MS Office 2003 to HP hardware with Win 7 and MS Office 2010. This included identifying any compatibility issues in the 200 plus applications used at Wellcare and remediating all issues.Implementation and administration of BMC's Magic Product for Change Management, Problem Management and Incident Management following the ITIL strategy.Centralized imaging of all desktops and laptops using Altiris . This strategy was used to refresh over 2/3 of Wellcare's desktops and laptops that had reached end of life. The refresh was accomplished in two months with little to no business interruption for the end user.Increased the GOS of the Service Desk to an average over 90% while reducing the Abandonment rate to less than 4% and reducing the ASA to less than a minute. This initiative increased customer satisfaction and promoted a team environment between the first and second level support technicians.Centralized all access provisioning to a central team in IT to remove any Segregation of Duties, SOX issues that might have been identified.Managed a wireless conversion of over 2500 cell phones and 800 Blackberries from one wireless carrier to another, traveling to multiple locations to insure a smooth transition with minimal business interruption for Wellcare Sales teams.

Responsible for telephony management and provisioning throughout WellCare's entire operating area across 7 states. Operational management of WAN and all attached TSU/CSU equipment This includes leading and directing the activities of a team of technicians and analysts responsible for the installation and maintenance of services for systems provided by NEAX, Toshiba, Executone, Intertel and Siemens Rolm PBX's. Additional responsibilities include vendor management and negotiations for contractual services in support of VARs with CLECs and Carriers, budget planning and strategic focus the building of Customer Call Centers.Significant Accomplishments:WellCare was able to realize a reduction in yearly invoicing by $500,000.00 for our Cell Phone Program I implemented through my ability to effectively negotiate with vendors and the management of inventory.Installation of an integrated network of PLX, T3, OC3 services throughout WellCare's operating area reducing the Telecom cost by 1.2 million dollars annually.Planned and coordinated the opening of multiple new satellite offices, installing NEC PBX, Repartee voicemail and ACD servers. Planned all cabling and WAN configurations for these sites. Planned, coordinated and implemented the move of over 1000 Associates from one corporate office to another while keeping connectivity up at both places and handling communication issues through four hurricanes.Maintained Telecommunications services and WAN services in seven states for a Corporation of over 1600 Associates. These activities include the "hands on" analysis, monitoring and testing activities to maintain a high level of availability in support of corporate goals and regulatory mandates.

included planning, developing and facilitating the installation of Frame Relay at approximately 27 sites across the Continental Unites States, which had to be completed within a four-month period. Traveling to locations that needed site surveys and completing them, gathering all engineering, desktop data, and application needs specific to each site.

Responsibilities included but not limited to the support and maintenance of a Local Area Network (LAN) for the entire state of Florida. Installation and troubleshooting of all applications and support for telecom needs.Significant Accomplishments:Performed major software conversions throughout Florida including the upgrading of severs and training of 750 employees. This project was completed on time and within budget resulting in a cost savings of $100, 000 per year through consistent processes and applications.Evaluated the Automated Call Distribution system (ACD) to assess the availability of a more effective phone equipment. Implementation of my recommendation and findings improved the queuing system for the department which received 10,000 calls a month. Results included quicker response to customer calls and substantially improved customer satisfaction.Lead and participated in a hardware and software upgrade that incorporated server and workstation upgrades throughout Florida, Louisiana, North Carolina and Missouri. This upgrade resulted in all commercial line customers having consistent NT environment that combined all office products needed to effectively and efficiently be productive.

Education record

Education record