• Manage the Client Business Intelligence team, requests and workload prioritization for reports in Tableau and flat file exports needed for clinical and financial purposes.• Manage the Altera Managed Services Business Analysts’ who are responsible for Sunrise reports, MLMs and custom coding in the main electronic medical record application, ensuring the purchased hours (7,500+) is appropriately allocated and used. • Obtain and document detailed client specification for reports and custom solutions.• Effectively manage and utilizes staff such that projects, upgrades, milestones and goals are obtained.• Balance the teams' daily tasks with complex and simultaneous projects.

• Manage the Client Business Intelligence team, requests and workload prioritization for reports in Tableau and flat file exports needed for clinical and financial purposes.• Manage the Altera Managed Services Business Analysts’ who are responsible for Sunrise reports, MLMs and custom coding in the main electronic medical record application, ensuring the purchased hours (7,500+) is appropriately allocated and used. • Obtain and document detailed client specification for reports and custom solutions.• Effectively manage and utilizes staff such that projects, upgrades, milestones and goals are obtained.• Balance the teams' daily tasks with complex and simultaneous projects.

• Provided all 1st and 2nd level helpdesk support for Sunrise Acute Care with expert knowledge of Sunrise applications.• Responsible for all user accounts, security and rights on the supported clinical applications.• Facilitated Change Management meetings for Sunrise Clinical Manager and Sunrise Medication manager. Managed change log and validated all changes were properly documented.• Trained new residents annually on all features and functionality in the Sunrise applications.• Aided in the development of the clinical training program and setup, configuration and implementation of the training environment.• Configured numerous application changes in Sunrise Clinical Manager.• Worked with clinical analysts and hospital staff during application go-lives, roll-outs, upgrades and new functionality to provide assistance, configuration and support.• Created monthly helpdesk reports for management and staff.• Assisted manager with coordination of custom reports and MLM requests. Gathered specifications, tested and validated as needed.

• Coordinated all voice and data requirements for 1500+ Verizon employees being relocated by August 2008• Acted as on-site liaison during post move assessments • Facilitated weekly conference calls for various locations and document updates and outstanding issues• Supervised clean out of all voice and data equipment and lines within a large office building

• Managed Security Access Control team that administered access for 35 applications• Exceeded Service Level Objectives as determined by executive management• Trained staff of 18 on customer service, MAGIC of Customer Relations and phone skills to meet department expectations as well as all applications administered by team• Coordinated all new applications, systems and projects for the Security Access Control department• Created and executed guidelines, procedures and policies• Generated and analyzed trend reports for the Security Access Control Supervisor and IT management• Assisted IT Compliance department with audit concerns and requests• Proactively worked with corporate business groups to resolve high volume and recurring issues• Established Security Access Control team as mandated by executive management• Assured controls and processes were Sarbanes-Oxley compliant in 2005 and 2006• Updated and maintained extensive knowledge base and procedure control manuals• Revamped the Functional Account and Sensitive Object guidelines, policy and procedures used by entire IT staff.

• Supervised staff of 16 to assist all technical issues for over 7000 employees and customers• Taught new employees and advised Team Leads in all technical areas and procedures• Worked personally with executive management to resolve escalated problems in a professional and quick timeframe• Developed and implemented procedures and documentation utilized by entire support team and management• Lead and worked on various Helpdesk related projects, achieving completion in a timely manner

• Lead Technical Support staff of 12 while assisting all related issues for over 6000 employees and customers• Trained and coached new employees in all technical areas and procedures• Worked on various Technical Support projects and surpassed expected timeframes• Diagnosed and resolved technical issues for over 4000 employees and customers via phone, email and desk side support; including proprietary software and network connectivity• Created new accounts and granted access to network, email and proprietary applications• Researched and resolved escalated issues• Constructed worksheets and knowledge base utilized by entire support team and IT management

• Created, trained and managed Special Relations Team, dealing with account retention, asset removal and personalized assistance for high-end customers• Created weekly and monthly Excel, Word and PowerPoint reports for executive management presentations• Retained 65 accounts worth over $5.8 million in assets slated for outbound transfer• Hand-picked by CEO to be Customer Service spokesman for internal training and educational videos

• Assisted brokerage customers with all daily problems and inquiries relating to their accounts, including funding, margin calls, bank wires, transfers and company policy and procedures• Supported customers with technical difficulties regarding access, navigation and use of the company website and its features