• Responsible for carrier development and leadership of 16 direct reports in Tennessee, Mississippi, and Louisiana.• Management of high-profile customer relationships and escalations in the Gulf Coast/TN region for Patient Care Infrastructure (PCI)/Telemetry, Anesthesia, and Invasive/Diagnostic Cardiology. • Responsible for meeting OPs and driving metrics within the region including PMs, corrective repairs, FMIs, and overtime management.• Built strong cross-functional relationships with sales, project management, and other service and operational teams.• Responsible for training and EHS policies for team members in the Gulf Coast/TN region.

• Responsible for design and implementation of features and improvements to the Opera software package.• Worked with Indian, Canadian, and US teams to deliver on time and high quality software releases using Agile software methodology.• Technology and development stack included: Microsoft Visual Studio, .NET, SQL Server Data Analysis Services, SQL Server PL/SQL, Javascript/HTML/CSS, JBOSS middle tier, Crystal Reports, Windows Client & Server products.

Responsible for driving the efficiency and effectiveness of any and all HCA and FMI projects initiated by the Customer Care Center of Excellent with a particular focus on aligning the services providing value of both internal and external customers. Responsibilities:• Act as the primary contact to for status of FMI Coordinator tasks, assignment of technical resources to FMIs required, and managing related FMI activities. • Develop and maintain the FMI Coordinator processes, procedures, metrics and operating mechanisms, including FMI skill matrix for applicable FMI activities ensuring that all Support teams are aware of the requires training • Execute on and monitor the effectiveness of FMI Coordinator process and responsible for making recommendations for improvement • Provide, develop and maintain Project Plans for all assigned activities • Produce management information, including QPRS, KPIs and reports • Manage high profile and/or complex projects directly by utilizing appropriate resources • Manage internal and external communication for all assigned projects or FMIs • Monitor FMI Queues and work with Resource Owners to engage right FMIs and projects • Develop plans and drive support of change management process.

• Managed team of 14 advanced support engineers based within the United States for the Centricity Cardiology products (DMS/CCI/CCW).• Responsible for scheduling, overtime management, personnel management, budgeting, reporting out to senior leadership, service surveys, and maintaining customer relationships.• Work closely with product and engineering team to assure proper resource allocation and focus on customer issues and service needs.• Built and maintained relationships within the larger support organization, service teams, sales, product and engineering teams to effectively manage customer satisfaction

• Managed team of 15 advanced support, install, and upgrade engineers based within the United States for the Centricity Perioperative and Perinatal products (CPA, CPM, CPN).• Responsible for financial planning and management of team budget including salaries, travel, hardware/software expenditures, bonuses, and training. Had to decrease cost and improve efficiency to improve operating expenses and profit margins.

Management of team of 25 support engineers for the Centricity Perioperative products.Responsibilities: • Hot customer and issue management for the install base for Centricity Perioperative • Attend site visits, regional and national user group conferences to build customer relationships with both end users and executive management • Manage KLAS and Medallia relationship surveys • Develop, interpret, and create actions around a core set of metrics to measure effectiveness of the Periop team • Build and maintain relationships within the larger support organization, ITPS team, Sales, product and engineering teams to effectively manage customer satisfaction • Manage and forecast service support revenue including attrition rates and growth • Work closely with product and engineering team to assure proper resource allocation and focus on customer issues and service needs • Involved in contract negations and approvals for new and existing customers.Highlights: • Worked closely with engineering to redefine escalation process to engineering teams • Restructured and created new positions and key metrics for evaluating and mentoring employees to better support customers • Built support team to support the U.S. Department of Veterans Affairs; Designed and documented escalation, on call, and call routing for specialized team • Site Leader of Knoxville, TN GE facility responsible for EHS, safety, and site security. • Volunteered and actively participated in Service Council initiatives including Common IVR, Consistent metrics, customer web portal, and service utilization • Developed both team support and utilization web site tool using PHP, Javascript, CSS, Javascript, C#, .NET, SQL Server and MySQL for Speciality Solutions teams

Managed engineering team based in North America and India consisting of 18 development engineers and 11 testing engineers.Responsibilities:• Define and prioritized program objectives, critical success factors, and deliverables for the team. Responsible for on-time delivery of products within budget to customers in US, Australia, and Canada• Management of develop of program lifecycle from design until retirement• Work with key customers to solicit product feedback and lead cross-functional teams to drive customer support.• Collaborated with cross-functional areas outside of engineering on development processes.• Work closely with Marketing and Sales teams in the development of strategic roadmap and product planning.• Drive effective communication across businesses and functions.• Cross functional project execution leadership including (but not limited to) conception discussion, program execution, clinical and pilot trials, and product field delivery.Highlights:• Delivered 3 major software releases during 2009-2010 that were consistently on time and with high quality. • Reduced 10+ year backlog of software complaints from 1,300 to 325. Implemented plan to close out remaining issues. • Reduced average response time to engineering escalated issues from 10+ days to 5.

Development and Technical lead for team of 13 engineers within the U.S., Canada, and India for the Centricity Perioperative Manager product.Responsibilities:• Technical lead for engineering and testing team for the product including platform/technology decisions, allocation of resources, and delivery of high quality/on-time feature sets.• Coordinate with Upstream/Down Stream Marketing, Engineering, Technical Support, Software Validation, and Business Leadership Teams to develop specifications and design requirements for future products and enhancements• Responsible for all Quality Management System (QMS) engineering documentation development and delivery including requirements, risk assessments, technical documentation, and NPI checklists.• Development Languages: C# with .NET, HTML, CSS, Javascript, Java, Delphi, Visual Basic, PL/SQL• Platforms: Windows Server, AIX Unix, VMWare ESXi, VMWare Workstation, Windows Desktop clients, JBOSS, Oracle Weblogic, Microsoft SQL Server, Oracle Database (on Windows & AIX)