Conducted evaluation of clinical application training and support programs for large multi-site health care clinics around the country and deliver reports with recommendations for program structure, staffing, and a training materials package

Defined departmental strategy, roadmap and team goals for the Project Management Office (PMO), Support Desk, and Change Advisory Board (CAB). Partnered with customer and stakeholder leadership in order to fully understand and align IT services with business strategies, goals, and challenges. Created and implemented project governance methodologies and processes with buy-in from executive stakeholders within the Central Health enterprise, including creation and implementation of Agile project management standards with streamlined templates and processes. Established and implemented change management control processes, procedures, and templates based on ITIL change management methodology. Responsible for vendor management, at both a strategic and operational level, including contract review. Oversaw the planning, design, and implementation of automated support software workflows for new employee setups, resulting in a 25% increase in on-time completion of technical setups.

Oversaw an Agile development team and collaborated across multiple teams, including engineering, internal customers, and vendors, to perform integrations, updates, upgrades, enhancements, and implementations of wide-ranging clinical applications. Worked with customers to determine clinical application needs and technical solutions. Developed user manuals, program documentation, training materials, and operational proceduresPlanned, wrote, and edited functional requirements, workflow maps, test cases, UAT test scripts, instructional guides, internal and customer-facing support articles for new releases and updated and maintained technical documentation for existing or enhanced productsAgile project management responsibilities related to clinical application upgrades, integrations, enhancements, and implementations, including project documentation (project plan, project backlog, tasks, risk register, status updates, resource allocation, etc.), project backlog refinement and prioritization, and sprint planning.

Performed clinical application training for all new and existing employees and provided Tier II support for clinical applications Developed training programs and training materials (e.g., training manuals, user guides, Tips and Tricks) and knowledge base articles for clinical application productsPerformed requirements gathering, gap analysis, creation of test plans and testing, training for 500+ users, and go-live support for EHR upgrades, resulting in a return to 100% productivity within one weekCreated a standardized EHR training program using feedback from end users and supervisors, resulting in 15% decrease in Employee Turnover Rate and increased supervisor satisfaction with new employee performanceCo-authored the company’s first technical style guide to maintain consistent technical documentation and created templates and layouts for structuring new technical documentation