Business Owner of Explanation of Benefits (EOBs), Explanation of Payments (EOP) and Direct Deposit Activity Report along with Advanced EOBs, Provider Good Faith Estimates and Consent.

The Evernorth brand is anchored by Evernorth Health, Inc., a wholly-owned subsidiary of Cigna Corporation, and the parent company of the Express Scripts, Accredo, and eviCore companies.In this current role, I am mainly involved in leading Mainframe, Database (Oracle, Mongo, Postgres, and SQL), BigData (Teradata, and Hadoop), and BI/Content Management focused program teams. Previously I was responsible for overseeing all aspects related to end-user computing, voice technology, identity access management, collaboration tools, internal technical support, and end-user experience focused program delivery.My key achievements for this role have been:• Directed technology integration team for two Forbes 20 mega-companies; Cigna and Express Scripts.• Spearheaded high profile corporate-wide technology initiatives for Mainframe Software Rationalization, Evernorth Launch (Project Dawn), COVID W@H task force, and Cigna to Accredo Employee Moves

During this tenure, I have delivered substantial efforts in directing technology team to build internal apps for operators and tools for clients. Furthermore, I administered client services organization for delivering best audio and web conference experiences to clients.The benefits I brought during this role were:• Oversaw all aspects related to TelSpan business while serving as c-suite executive team member.• Streamlined the business model and expanded in markets assist clients in building SaaS products and live event video productions.

•Manage growing internal vendor program, now 300+ techs, across 70 sites with a $21M yearly spend.•Provided management for the procurement & distribution of $600M in hardware assets to internal users. Ex: desktop, laptop, monitors, accessories, mobile devices, etc.•Implemented support for the 5,500+ AV/VC conference rooms, ie: testing, break-fix, grading.•Consolidated, streamlined & enhanced siloed vendor teams to reduce costs while improving global delivery.•Manager of corporate mobile/cellular plans through the 20+ various global carriers.•Modifying support models on Google M&A companies, figuring out how would support work under Alphabet.

Joined in 2003 as employee 1,233. Ended up building the global internal IT support department and leading the team that provided support for 120k total internal workers by 2015.

•Investigated & presented to our CIO a change in philosophy for Google's “Virtual Techstop” frontline support. •Hire new grads in a 2-year fixed term employee model moving away from vendor first touch model.•Built out new team in dual locations; Ann Arbor, Michigan & Sydney, Australia with 24/7/365 focus.•Hired 25 techs, 3 managers to start, built team up to 60 techs & 5 managers.•Implemented workload reduction & automation focused work shifts to find trends and reduce. •Built new call center support team for Motorola Mobility with core Google support principals •Managed the Vendor support team in the above and below positions as well during this time.

•Manager of 45 vendors, three centers; Mountain View, CA: Hyderabad, India: Dublin, Ireland•Reduced costs by $1.6 M a year with process improvements and automation.•Downsized to Hyderabad only center due to late 2008 financial uncertainties, resulting in $8.5M in savings.•Reduced overall staff 50%, decreasing costs 91% while improving CSAT service.•36k+ incidents a month from a wide range of queries in a diverse work environment & all platforms supported. •Implemented new chat support platform and workflows•Reduced workload down 40% with automation & creating resource utilizations.•Created a new vendor consolidated global team to streamline & enhance siloed teams to reduce costs while improve delivery; inventory, telecom, video conference room support.•Led effort to reclaim legacy deskphones from existing employees and new hires, reducing footprint 63%, netting $8M+ in savings from just the deskphone hardware.•Built a team focused on data metrics to improve automation and utilization.•Built application automation of ticket routing, canned responses, auto actions from approval systems and automatic software package installs.

•Led the team through 2 reorgs within 9 months.•Internationalized the Internal Hardware Operations team of over 50 techs, while mentoring three managers.

•Grew team of 12 support techs in Mountain View to over 250 employees in 36 offices globally.•Expanded the Executive Support team to 3 employees.•Defined strategy and business plan for everything in the internal desktop support space; hiring staff, training, new and expanding offices FDOB, integrating acquisitions (M&As), local hardware differences & importing•Executed countless automation efforts, budget planning, and identified creative ways of support with our non-traditional support agents and huge company growth.

•First tech identified to help create the official non-traditional internal “helpdesk” offering.•Created framework to efficiently & effectively limit the red tape to keep employees as productive as possible.•Lone support technician for 160 members of the Executive Management Group & Admins including CEO Eric Schmidt, co-founders Larry Page & Sergey Brin.•Supported as an individual, team member or manager off-site conferences with internal attendees up to 15k.