• Manage customer escalations and leadership communications• Monitor ticket management using My Solution Center including incidents, service requests and tasks• Understand • Manage vendor relationship including collaboration, change and problem management • Identify gaps and opportunities for process improvement• Collaboration with other department management to improve efficiency and customer experience• Partner with other parts of the business to collaborate and improve knowledge and skillsets across teams• Oversee staff SMEs responsible for transportation application support and administration• Support application upgrades, OS maintenance activities• Track metrics according to defined or desired future SLAs • Partner with others to identify best practices relating to application administration• Create and maintain cross functional team relationships • Participate in hiring and onboarding employees• Documenting annual performance reviews and career framework for all direct reports• Engage with security teams to provide evidence to support security compliance audits and efforts

• Oversee daily Operations for SaaS client facing infrastructure and database, revenue generating solutions accruing over $5 million annually. • Provide leadership and mentoring to team members across the organization awarded MVP nominee. • Collaborate with Information Systems staff to ensure efficient and reliable operations of software and systems that fulfill business objectives and processes• Manage relationships across various departments such as research and development, marketing, and client support producing internal and external marketing solution and project improvements. • Analyze root-cause issues, identify continuous improvements, leading communication and task ownership, in policies and procedures across platforms business and technical compliance. • Create and submit proposals to senior leadership to define business requirements, system goals.• Identify gaps and propose improvements utilizing risk assessment and mitigation scenarios• Interact with third party vendor, building relationships to establish company goals• Drive and manage change and problem management process and policies requiring collaboration and communication with various departments for SaaS offerings.• Drive and collaborate system migrations from on premises to Amazon Web Services (AWS) to achieve company goals.• Engage with development teams throughout the entire life cycle of new and existing products to ensure proper implementation and operation maintenance• Partner with security team in SOC II and HITRUST audit requirements to ensure processes are in line with company desired accreditation

• Review daily health and integrity of the e-Prescribing infrastructure supporting revenue generating solution; point person for system solution/application • Coordinate, install server maintenance & upgrades; change management to prevent expiration conflicts. • Third Party vendor POC for all application change awareness; collaborated with development team to ensure all goals met. • Coordinate external and internal notification with Marketing spearhead: application updates, maintenance, interruptions and outages• Maintain and manage documentation in Sharepoint utilized by all company-supported physicians. • Collaborate across various business units such as Client Support, Marketing, Implementation, Account Management, Development and Information Systems to resolve high-priority issues. • Provide reporting data to Analytics team, after hour support, and client escalations while applying monthly medication updates and state requirement changes. • Initiate improvements to the service working with both development and database administrators

• Provide technical support to hundreds of clients and millions of patients spanning full-spectrum of Electronic healthcare software suite in its entirety. • Manage work in Service Desk Express and Salesforce by ticketing systems praised for low wait-time.• Use technical skills to resolve complex issues while using discretion and independent thinking to make recommendations and advise clients regarding best practices and the user of their software.• Train for every major upgrade, while discovering defects and documenting the steps to recreate the issue in-house for development and testers for various supported versions of the software.

• Manage tasks in collecting, analyzing, and packaging highly sensitive and confidential ESI for delivery to the Merck Legal Team and outside counsel • Efficiently utilize various computer applications including SQL, Business Objects, and COGNOS based query tools to extract data according to the SLC documentation providing output in excel, access, and adobe PDF formats• Collaborate with Business Analysts and Project Managers to update SOP's and to test new versions of software to meet deadlines• Administer various systems involving Accounts Payable and Education Program Integration (EPI) which included third party and grant data• Provide support to eDiscovery department processing Ad Hoc requests and checking data integrity for specific case litigation in various jurisdiction