Directs the daily activities of a Technology Operations field team and is responsible for local service delivery, technology implementation and support of advanced voice, desktop, LAN, VLAN, and WAN technology, as well as 24x7x365 Production Operations and Operational User support for Providence St Joseph Health, affiliations, and Community Connect partners. Manages the regional Technology Operations teams with the responsibility to interface and ensure service delivery for Regional Providence St Joseph Health entities. In carrying out these activities, I develop relationships with regional customers so that IS/IT infrastructure services are provided according to regional business need with priority and special emphasis placed on caregiver enablement and experience, production systems, production incidents and emergencies in this descending order of importance. I have the experience working in a distributed environment and managing geographically distributed teams within region. The scope of activities include but, are not limited to technological service and support and those activities associated with Production Systems (network, telephony), end-user devices (thin clients, tablets, mobile devices, etc.) as well as the associated technology infrastructure to support those systems/devices. Additional responsibilities include technology lifecycle replacements, technical staff skills development, operational effectiveness and management of day-to-day staff assignments according to budget and schedule, and annual staff reviews.

Responsible for the Service and Support of the Production Systems, end-user devices, and supporting infrastructure at Providence St Joseph Health locations. These service areas and production activities include and are not limited to: Network-Telecom-Desktop Break Fix, 7x24x365 Production On-Call, Moves/Adds/Changes, Service Requests, Closet Maintenance, UPS Support, Cable Patching, Cable Punch-Down, Vocera Support, Port Activation, Port Turn-up, Hardware Replacement, Local DC Hands-On Support, Circuit Support, Vendor Onsite Coordination, SOP Execution, Backup and Recovery, End-User Training, Knowledge-Based Article Creation. Communicates and escalates service impacting events to appropriate leadership and cross organizational teams.Responsible for supervising the daily activities of support, process, and new project activities for Field Service teams and coordinating the utilization of staff needed to assist with projects. The role is accountable for daily operations of Field Service service delivery teams and attracts, hires, trains, motivates, retains, and develops a team of first-rate customer focused professionals to perform the responsibilities of the various field delivery functions. Makes resource sourcing recommendations that align to service delivery and budgetary requirements.Knows when to proactively communicate with leadership about issues and problems that exist in their own functional area; performs daily interaction with staff; holds regular team meetings.Develops effective working relationships with peer teams, IS management, and hospital management and executive leadership. Maintains technical fluency and works to increase knowledge and skills. Guides team to technology solutions to meet customer/caregiver requirements with a balanced enterprise view towards performance, availability, data security, cost effectiveness, and productivity.Collaborates with other IS teams to discover and realize innovation for technologies.

Provided Application Support for Diagnostics Sales Group on legacy and new CRM Applications. Defining, gathering and refining business and functional requirements, across several functional teams, in support of the current state and future state of their Quote to Cash business process. Developed Agile Software Development Lifecycle Methodology for client, presented methodology to corporate officers and trained staff on new methodology and new software development tracking tool. Managed and performed Functional and Integrated Testing for new CRM system. Develop test cases and test scripts for Functional and User Acceptance Testing. Develop mock-ups based on functional requirements. Prepare business process workflow for the Sales Ordering process for the Sales Operations group. Liaison with Stakeholders, Product Managers, Subject Matter Experts, Marketing Managers to develop lean business process and business rules. Conducted End User training and worked with both technical and non-technical users. Provided IT Project Management Office coordination and support for Beckman Coulter’s $800M acquisition of Olympus Diagnostic Product line and associated assets. Developed reusable project artifacts for the organization to utilize in future acquisitions. Analyzed and developed a strategy to unify IT disparate projects and partnered with the Business to migrate Olympus Diagnostic applications and data into Beckman Standard Business processes.

Gather, define and review reporting requirements for new CRM/Acct application - .NET application with external system integration. Interface with SharePoint Developers in creating groups, folders, security rights and metadata for the applications document delivery. Perform Smoke Test, Application Integration Testing (AIT), System Integration Testing (SIT) and Regression testing. Provide support for User Acceptance Testing (UAT). Provide analysis of reporting requirements for High Level and Detail Design of reports. Performed QA analysis on Detail Design report mockups. Performed ad-hoc queries during SIT on test data to validate reports Validate document delivery to MS SharePoint site along with naming convention and version control.

Work closely with Incentive Design managers to understand business intent, goals and drivers in order to develop thorough and robust business requirement documentation. Develop MS Access based solution from MS Excel spreadsheets to meet business needs and changes by gathering, compiling and reviewing requirements and data, examining and evaluating existing systems and procedures, identifying alternate courses of action. Liaison with the Technology Services Group to implement compensation plans into new or existing systems. Define testing criteria, prepare test scripts and scenarios for user acceptance testing and verify outcome. Develop and implement new and/or revised procedures.

Business Analyst, Orange County Teachers FCU 09/06 to 11/06Research, write and edit technical documentation for IT security policies. Interview key members of information services group to develop policies, procedures, references and administrator guides based on ISO standards.Business Analyst, State Street IMS 06/06 to 09/06Identify existing documentation and create additional documentation and incorporate into Development Process Framework (DPF) methodology. Met with both developers and end users to develop/write design, requirements, deployment strategies, application management, application recovery, technical infrastructure, functional specifications, process models and test cases. Upload documentation into MS SharePoint document repository.

Worked on the conversion of Control Total Module from Walker to Peoplesoft Financials. Created test plans, test cases and test scripts for System Qualification Testing (SQT) phase of the development life cycle based on the functional and technical business requirements. Participated in the execution of the SQT. Provided SQT results and associated documentation. Modified the External Design Document, Functional Requirements, and User Manual. Using HTML and FrontPage, updated the User Manual and Computer Based Training modules.

System Administrator/Technical Support Specialist for Business Objects/Web Intelligence. Provide on-going support for Business Objects universes, including troubleshooting performance issues, adding new objects to universe as necessary, creating new reports, and performing new installations, training and maintaining user level security. Developed System Administrator Operations Manual. Utilized MS Project to track the progress of multiple projects.Work with end users, analysts, and project managers to define functional and technical reporting specifications for clients business units. Worked with user teams and software vendor to coordinate, test, and implement system upgrades and fixes. Managed and participated in the execution of User Acceptance Test (UAT) activities. Created test plans, test scripts and test data for user acceptance test.

Coordinated with equipment and software vendors, service representatives and others for demonstrations and installations of software applications. Participated in the network installation of all FDIC developed systems with the Senior Network Administrator. Maintained records of application software issued to office systems users and software warranties, licenses and registration documents. Completed minor repairs and maintenance on computer equipment. Provide telephone and desktop support on Windows 3.11, 9x, Outlook, MS Office and various DOS applications.