• Collaborate with senior executives in the ministries to shape support strategies, evaluate financial budgets, and refine operational standards.• Played a pivotal role in spearheading a Cisco Cloud Telecom Modernization initiative, overseeing its implementation across five Swedish hospitals.• Managed multiple Biomed Master/Service Maintenance contracts while actively identifying opportunities for cost savings.• Contributed as an active member of the caregiver experience committee, dedicated to boosting satisfaction among caregivers across the enterprise, with a specific focus on enhancing high reliability and sustainability engagement.• Identified and rectified operational inefficiencies within the clinical engineering team by addressing process gaps, resulting in enhanced service delivery efficiency.• Collaborated with the ServiceNow team to expand the range of service offerings, ensuring that caregivers have an improved and more seamless experience.• Engage with local clinical and operational teams through rounding and participation in operational processes.• Acted as a dedicated advocate and liaison for the ministry, facilitating the resolution of various escalations as they arose.• Collaborated with our AskIT team to explore strategies for "shift left" opportunities, thereby enhancing the availability of our local End User Support teams to focus on their daily operations.• Played a key role in supporting the seamless transition of the PacMed integration team to the Providence network.• Partner with divisional, service area, and ministry operational leadership to understand the caregiver experience with technology.• Prepare standard and ad-hoc reports as requested by IT executives.

• Direct the daily activities of the End User Support teams for three different regions in Western Washington and the enterprise wide Client Systems Specialist team which totals to four Supervisors and 40+ Technicians.• Develops relationships with regional customers and Executives so that IS/IT infrastructure services are provided according to regional business needs with priority; special emphasis placed on production systems, production incidents and emergencies in this descending order of importance.• Guide team to technology solutions to meet customer requirements with a balanced view towards performance, availability, reliability, data security, and cost effectiveness.• Collaborate with other IS teams to discover and realize innovation for technologies and tools within scope of responsibility.• Standardized policies and aligning documentations with ITIL for Production Operations and Operational User support for the entire IS organization.• Developed and standardized IS policies around Ticket Management, Hardware Deployment Moves, Performance Metrics and Asset Management.• Provide responsive leadership to delegate, coordinate, and motivate staff; evaluate performance for direct reports and for contractors/other peoples’ direct reports; works with individuals and HR to improve performance as needed.• Gathers, organizes, analyzes and reports information in support of complex projects to improve profitability, reduce costs, streamline operations and enhance customer service.• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.• Reviews, recommends and implements changes for End User Support functions and processes enterprise wide.

• Direct the daily activities of a Technology Operations team for three different regions in Western Washington that consist of 4 Supervisors and 50+ Technicians. Teams consist of Network, Telecom and Desktop Support.• Responsible for local and centralized technology implementation, tier 1, 2, and 3 technical support of advanced voice, desktop, LAN, VLAN, and WAN technology, as well as 7x24x365 Production Operations and Operational User support.• Responsible to support operational teams by serving as the highest escalation point for technology related issues; takes ownership to conduct Root Cause Analysis and recommend corrective actions to remediate known issues.• Ensure systems are engineered for optimal availability, reliability, scalability, and performance. • Create documents and refines operational processes.

• Managed 15+ members of the Desktop Support Team.• Communicates schedule needs and goals in weekly team meetings, Leadership and Executives.• Represents business unit and department at cross-functional team meetings.• Ensures effective ongoing communication throughout the team. Communicates and identifies issues and resolves or escalates them as appropriate.• Maintain quality service by establishing and enforcing organization standards.• Re-Organized and created a new structure process for IT equipment for the Southwest Region.• Actively leads with and demonstrates Providence’s Core Values of respect, compassion, justice, excellence, and stewardship.

•Drove organization and execution on EPIC-an Electronic Health Record System •Analyzed and streamlined complex scheduling plans•Managed team priorities for EPIC Deployments•Supported 2000+divices which include PCs, scanners, signature pads and printers•Managed and troubleshoot 25+ incident tickets a week while deploying EPIC