Currently, I manage a team who converts HIPAA-compliant patient data (PHI) for use with the company’s products. However, I’ve also functioned as a Program Manager and leading the Networking and Disaster Recovery teams.SERVICE DELIVERY• Grows portfolio by bringing new solutions to market• Acts as the liaison between vendors, clients, executive management, and technical teams• Leads cross-functional teams in managing a portfolio of 2500 clients• 70% improvement in customer satisfaction by creating a service that reduced “case bouncing”• 87% improvement in handoffs between internal teams such as Sales & Support• Participates in contract negotiations to ensure maximum satisfaction for all parties• Effectively manages client relationships through proactive client advocacy & surveys• Led call campaign to optimize bandwidth for 800 customersSTAFF MANAGEMENT• Formal training in Leadership & Management• Conducts regular team & individual meetings to inspire and motivate• Develops training programs to maximize staff potential• Creates a positive team spirit while also ensuring accountabilitySERVICE CREATION & FINANCIAL MANAGEMENT• 83% profit margin while reducing operating costs by 25%• Turned -17% sales decline into +8% growth by creating a new managed services solution• Grows portfolio by bringing new solutions to market• Trains Sales teams on their talk-track to ensure deals are won• Created Sales Incentive Campaign by negotiating with vendor to obtain SPIFF/MDFPROGRAM MANAGEMENT• Led proposal to move clients from current hosting platform to Azure, resulting in 100% favorability by the C-level committee• Led a project that successfully uncovered $300k in missing revenue• Led project that successfully passed SOC2 compliance audits• Led numerous client application and infrastructure implementations• 99% successful at migrating 600 customer network firewalls to new mgmt. system

Managed the IT needs for 6 office locations and 200 users globally serving the Department of Defense.• 100% reduction of hacks/viruses by implementing Cisco AIP• 50% increase in user efficiency by correcting software & infrastructure misconfigurations• Successfully passed ISO audit due to fully executed test plans• Implemented cloud technology to improve email efficiencies• Implemented Disaster Recovery & Business Continuity system using VMware and quarterly drills

Directed all IT strategy for the organization, including departmental direction, compliance, quality, design, installation, development, support, training, and management for all IT services.• Successfully passed FDA and client audits for HIPAA and 21 CFR Part 11• Successfully completed a complex upgrade of company’s core application (Clintrace) and conducted training for entire company• Maintained FDA validation including Installation Qualification, Operational Qualification, Performance Qualification• Implemented Disaster Recovery & Business Continuity system using VMware and Symantec Backup Exec, conducted quarterly mock recovery drills to ensure quick recovery• Created audit-proof SOP’s including Change Control, Systems Development Life Cycle (SDLC), Disaster Recovery & Business Continuity, and Systems Passwords