Executive responsibility for Tier 2 & 3 technical support across Clinical and Departmental product lines spanning multiple platforms. Executive responsibility for the strategy and execution of the Change Management business line for Clinical, Departmental, and Revenue Cycle product lines on the Millennium platform across the Application Management Services (AMS) client base. This encompasses direct lines of leadership for ~500 associates across the US with significant collaboration and coordination across support hubs in Ireland, UK, Australia, and India. Key responsibilities include strategic planning, driving organizational initiatives, service level delivery, executive escalation management, leadership development, and ensuring overall operational effectiveness and efficiency through transformation, problem management, technology adoption, and process excellence. These efforts and others have achieved multiple consecutive years as the #1 ranking by Black Book for Client Service and Technical Support Performance.

Executive responsibility for the strategy and execution of the Change Management business line for all Millennium solutions across the Application Management Services (AMS) client base. Coordinating efforts of ~160 associates in span and an additional ~80 associates in Bangalore. Ensuring optimal execution of application changes and enabling the delivery of quality care through well-maintained systems. Primary responsibilities include strategic planning and execution of organizational imperatives, ensuring service level delivery on all contractual commitments, executive escalation management, leadership development, and creating operational efficiencies.

Production Support Executive responsible for Tier 2 & Tier 3 Incident and Change Management support for the following Millennium solutions: Laboratory, Radiology/Imaging, Interfaces, Emergency Medicine, Perioperative, and Regulatory Reporting. Additional leadership responsibility for the Dublin global support hub. Associate span ranging from 150-200. Primary responsibilities were executive escalation management, Service Level delivery, leadership development, strategic planning, process improvement, and operational optimization. Project planning and execution of an organizational merger, creating and facilitating leadership training on escalation management and executive communication, internal audit representation, new role creation, and various other strategic initiatives.

Solution Group Manager with leadership responsibility for approximately 1/3 of the Tier 3 Millennium solution support, ~90 associates. Inclusive of the solution areas: Laboratory, Perioperative, Patient Accounting, Charge Services, HIM, Clinical Reporting, and Person Management. Primary responsibilities included leadership development, strategic planning and execution, process improvement, and project management. Additional leadership responsibility for internal tools strategy and team developing a ticket prioritization and management system to be used across the entire organization.

Perioperative Support Team with responsibility for planning and delivery of an optimal support experience for the Cerner Millennium solutions of SurgiNet, Anesthesia, and Supply Chain. Managing a team of Technical Support Analysts and Software Engineers providing Tier 3 technical investigation and defect identification across the client base. Primary activities including escalation management, capacity modeling, project management, process review, IP and Consulting relationship management, associate development, and leadership mentoring.

Performed advanced code & database investigation, defect identification, and knowledge creation for the Cerner Millennium Laboratory suite of solutions. Responsible for securely and professionally operating in clinical production domains, adhering to industry regulations. Collaborated in a team environment, sharing knowledge with peers to achieve the best client and business outcomes.

Performed help desk support for approximately 750 users nationwide. Application development in Visual Basic, Access, and HTML. Support and troubleshooting experience for enterprise applications: JD Edwards, Novell, and Citrix.