- Manage a team of contact tracers conducting case investigation and contact tracing to help prevent the spread of COVID-19, including investigation guidance and delegation of cases.- Conduct telephone calls with COVID positive cases and their elicited close contacts to ensure access to care and support. Provide education and isolation/quarantine instructions to cases, including symptom monitoring and assessment of needs for medical care and supportive services.- Collect and record information obtained from the case interviews into Salesforce database utilizing established policies and procedures and ensuring completeness and quality of data. Develop Salesforce reports and dashboards used by organization and teams to improve data quality and management of casework. Develop M365 Teams and SharePoint sites to deliver collaboration, information, and resources to initiative.- Collaborate across departments and teams to resolve issues, using independent judgment and established protocols.- Handle personal health information with discretion and professionalism in accordance with HIPAA guidelines.- Train and mentor case investigators and contact tracers to help the department to expand and keep up with demand and quality requirements.

For multi-year migration project (agile and waterfall) led consolidation of three legacy enterprise chat services (60,000 users, 20,000 channels, 2,000 integrations) to Skype Persistent Chat. Included ongoing requirements elicitation and definition, and build or buy decision on migration tools. Conducted senior and peer stakeholder communication and coordination, engagement, facilitation and evangelism for new service including mitigating issues and feature gaps. Contractor and vendor oversight, schedule and effort management for international cross-functional team both long term and daily standups. At completion, legacy infrastructure of 25+ servers and databases decommissioned for operational sustainability improvement and cost savings.Conducted and oversaw QA of chat products, fixes, and enhancements. Designed and executed user pilots for chat services and application integration.To simplify support and automation of user profiles, delivered and iteratively maintained persona schema: separation of workloads (voice, video, external access, etc) based on organizational or regulatory requirements.To improve recovery time, coordinated and contributed to incident management: runbook and recovery preparation, swarm coordination, and stakeholder and management communication. To improve stability, led or managed followup problem management and mitigation efforts. Directed day-to-day and strategic activities of Chat Engineering team of 6 for internal and external chat and RTC products, including consumer IM, MindAlign, Microsoft Lync, Skype for Business, and Actiance Vantage.Engineering oversight for design and delivery of Actiance Vantage compliance services for Lync, Skype for Business, Consumer IM, Symphony, et al, ensuring journaling of regulated events to archival storage.Engineered Microsoft Lync rollout to support transition from PoC to production: replaced end of life desktop video platform and prepared replacement to incumbent chat service.

- As half of UCC Product Management team, responsible for global stakeholder coordination, demand management and service direction and oversight of chat services. On an ongoing basis provided stakeholder and internal customer briefings and feedback coordination for the global collaboration service- Management of vendor execution for external products integrated to UBS chat services.- Having targeted incumbent group chat and video products for replacement given cost, sustainability and end of life concerns, developed RFI for new product selection and coordinated vendor proposals and scoring. Efforts included requirements elicitation and development, stakeholder coordination, product selection of Microsoft Lync, and coordination of internal proof of concept for chat and video workload replacement.- Ongoing service direction and oversight in collaboration with engineering and operations teams

- Configuration and platform engineering for real-time messaging infrastructure, in test, UAT, and production environments and across multiple product versions.

- Performed Testing and QA for real time messaging system including legacy integration. Evidenced rejection of software with and made recommendations for substantive changes resulting in the protection of the firm from potential cost and disruption. - Provided testing, QA, and 1000+ user pilot community support for multiple versions of real time messaging system including ongoing issue management, tracking and reporting.- Carried out configuration and platform engineering for real time messaging infrastructure, in both UAT and production environments, and across multiple product versions.- Developed scripts and automation for system and service maintenance.- Designed and implemented clustered MindAlign solution using Veritas Cluster Server.

- As part of founding team, performed product management and business development for MindAlign product: training and evangelism for international sales and support teams, and research and strategy reports for competitive and component analysis. - Conducted remote and onsite customer workshops and briefings, including eliciting and documenting requirements for new features based on customer feedback.- Managed staff of system engineers providing services to a 50-person software company. Prioritized workload and projects, conducted staff reviews, and directed process design.- Oversaw concurrent special projects, including patentable protection of application features, OEM licensing, documentation design and production, multiple facility, datacenter and infrastructure relocations et al.- Delivered technical and application support for enterprise customers and internal users of MindAlign and provided escalation support for team of field SEs and TAMs.- Listed inventor on patent US Patent 7,512,655, “System and method for managing information and collaborating,” and Australian Patent 780033, "Information Flow Management in Real Time"

Member of team chartered with investigation and deployment of new and exploratory technologies for global investment bank.- Functioned as principal in carve-out of collaborative software product to create Parlano, Inc., including cataloging of intellectual property, patent development, and technical decoupling of application from enterprise environment.- Investigated, evaluated, developed and deployed multiple intranet services for web and LDAP. Delivery platforms included Netscape Enterprise and Suitespot servers, Infoseek UltraSeek 3.0, et al.- Designed and deployed Intranet search engine. Created chat and service desk ticketing integration.