Responsibilities:• Leader of a multi-million dollar international distribution team.• Responsible for all marketing, P&L and supplier management.• Created an inspiring team environment oriented to trust, open communication and creative thinking.• Familiarized the team with the customer needs, specifications, development process, standards, techniques and tools to support task performance.• Attended local business groups to maintain contacts and grow my knowledge.• Perform ongoing independent studying of business leadership and current technologies.

Responsibilities:• Administrator for multiple on premise and SaaS enterprise applications. Responsible for ensuring application updates occurred as scheduled, implementation, coordinating business training and continued software support. • Responsible for the applicant tracking system during initial rollout phase. Monitoring for potential efficiencies, resolving business needs and ensuring appropriate SDLC is achieved.• Routinely works with vendors on troubleshooting reported issues and escalates to senior level staff as appropriate.• Collaborate with stakeholders to identify needs and gather requirements for reporting, enhancements, changes, etc. as they pertain to assigned applications.• Produce new and maintain existing Operating Procedures and Training Materials.

Technical Product Analyst Responsibilities:• Create Use Cases, User Stories or other required technical assets based on agile business requirements to correct or enhance the Loan origination system.• Provide Tier 3 support and QA Testing for the Loan origination system for the company.• Planning, documenting and implementing new software and all end-to-end testing for third-party SaaS integrations.• Provide technical expertise and recommendations in assessing current and prospective technology solutions.• Document system and data flow diagrams to support the integration of software with the Loan origination system• Point person responsible for development and end-to-end disaster recovery testing for the Loan Origination system.• Serve as Project Manager for a team of five• Maintain relationships with third-party SaaS integration partners.

Responsibilities:• Responsible for vendor selection, documenting requirements, implementation and delivering training of a new Contract Management system for Reata.• Conduct research of potential IT SaaS vendors by gathering data, scheduling demos, performing cost-benefit analysis and creating proposals for the business to review.• Maintain relationships with third-party software integration partners. • Document system and data flow diagrams to support the design of software using Visio.• Document, and track business, user, functional, and non-functional requirements.• Lead internal IT QA testing efforts, requirements validation, and coordinate/facilitate UAT activities.• Responsible for configuring and troubleshooting third-party software system to meet the client’s requirements.• Provide end-user documentation, training videos, and product walk-throughs.• Anticipate and provide on-going analysis, documentation, and prioritization of system change and enhancement requests.• Analyze, develop, maintain and implement operational processes and procedures that conform to the ITIL standard that improve quality performance at Reata.• Serve as the liaison between the business units, technology teams, and support teams.

• Responsible for working directly with Business Development and upper management to implement new or updated drug manufacturer and payor programs into the appropriate business areas such as Training, Operations, Finance, Inventory Management, Reporting, etc. • Directed a team of SQL developers and business analysts to provide drug program reporting requirements and metrics, RFPs, data file transfer agreements (FTAs), change management, and production support for 50+ programs• Serve as primary contact for inquiries from US Bioservices partners regarding new or updated drug manufacturer or payor programs and facilitate their requests and ensure the involvement of the appropriate business areas. • Work with US Bioservices C level executives to coordinate the prioritization of deliverables and serve as the team expert from a technology and business process standpoint regarding manufacturer programs and internal report requests.• Generate timely and concise communications to all key stakeholders. • Responsible for ensuring timely and quality deliverables from the Business Intelligence Systems team.

• Act as a liaison between US Bioservices partners and the Business Information Solutions team to implement/update programs reporting requests. • Interview business areas for the purpose of defining business needs and priorities and assists the business owner by translating these needs into business and functional requirements. • Serve as primary contact for inquiries from US Bioservices partners and facilitate their requests. • Work with US Bioservices lead team to coordinate the prioritization of deliverables and serve as the team expert from a technology and business process standpoint regarding manufacturer programs and internal report requests.• Generate timely and concise communications to all key stakeholders. • Develop SQL stored procedures to assist with the production of daily, weekly and month end reporting.• Responsible for ensuring timely and quality deliverables from the Business Intelligence Systems team.

• Design and develop a data warehouse that met data extract requirements and other key elements to capture manufacturer, payor, provider and patient information for exports/reports.• Responsible for the design of the SQL queries used to build the data warehouse for the Manufacturer Export Business Objects Universe. • Analyzed available data and used Crystal XIR2 to build the exports to meet client data requirements. • Created test documentation and verified the accuracy of the export. • Consult with mid and senior level staff, Program Managers, and Client representatives to elicit and write business and functional requirements. • Performing Ad Hoc report writing, Scheduling of reports and creation of free-hand SQL to fulfill custom and canned report requests from senior leadership team.• Responsible for performing user acceptance testing of various Business Intelligence requests including both SQL and Business Objects internal reports as well as manufacturer specific exports.• Manage priorities to satisfy both the immediate and future needs of the system users and the company. • Provide on-going production support for all Business Intelligence requests including end user support.• Develop, implement and maintain policies and procedures to help improve the quality and customer satisfaction of Business Intelligence project deliverables.• Function as USB Change Coordinator performing activities including facilitating change meetings, documentation of change requests, gathering required approval and coordination of the implementation and post implementation validation.

- Process liaison between our team and external/internal client teams to improve overall quality results and establish and support an improvement in Contact Rate, Customer Satisfaction and FCR scores. - Utilize data to identify trends and opportunities for improvement. - Document and act on key risks and issues impacting the projects and follow up with key individuals for review. - Conduct Focus groups with agents, team leads, and operations managers as needed and take action on items identified.- Participate in vendor call monitoring sessions; identify key improvements that will impact minutes, CSAT, or FCR within the sites. - Participate and coordinate Quality Audits/Operation Reviews to ensure CTD accuracy for all clients. - Incorporate Operational Excellence into the team as the standard to drive performance to the next level and ensure compliance. - Assist ACCS Reporting in designing insightful report views and consult on purchase and design of analytical tools.

- Led a virtual Global Network Operations Center (GNOC) team that created and maintained all reporting functions.- Hold weekly/monthly meetings and training initiatives to ensure accuracy and answer questions. - Manage automation of reports through SQL for incident management and device tracking systems and build web client tool to display them.- Administer and ensure data integrity of SQL Server databases.- Transform existing, develop and implement new processes and procedures that conform to the ITIL standards.- Led the application planning, design the layout and functions, test and train for all GNOC web based applications. - Assist in new client transitions by developing processes, incident management coordination, and training for both the client and GNOC. - Work independently to customize training materials and delivery for new tools that are being added. - Responsible for development and maintenance of orientation training for new hires and existing employees.

Provide 1st level technical hardware, software, and network support to an Accenture personnel base of over 35,000 users in a large help desk environment with 170+ employees. Define and document technical operation processes and procedures for knowledge sharing. Provide training and coaching to new and existing employees in the usage, processes, and procedures of the software that is used in our environment. Analyze and report statistical data for call productivity to management. Support the usage, installation and rollout of various software applications.