Serve as source of all customer service and engagement, focusing on complex problem solving and driving seamless execution of complex implementations. Regularly selected to lead specialhigh-stake projects and initiatives. Mentors and trains staff while personally managing implementation cases with hands-onapproach. Served as mentor and educator for Point of Care Customer Service Staff, significantly enhancing industry-leading customer retention rate. Implemented "watch one, do one, teach" learning methodology to foster skill development and knowledge transfer. Created safe learning environment, encouraging employees to learn from failures and develop error-recovery skills. Successfully navigated gender bias in IT environments by demonstrating expertise, employing active listening, and providing viable solutions, resulting in recognition as subject matter expert (SME) and preferred point of contact for cross-organizational technical issues. Facilitated career growth, with many team members advancing to development and more technical roles within the organization. Coached team members in both soft skills and technical troubleshooting, resulting in improved customer satisfaction and issue resolution.  Cultivated leadership skills among team members, contributing to their promotion from analyst positions to director-level roles.

Assessed project readiness and managed diverse client caseload. Expertly triaged incoming projects, ensuring optimal resource allocation and timely execution. Maintained high level of client satisfaction through prompt and effectiveresolution of concerns. Demonstrated agility in addressing critical patient care issues in absence of primary analysts, ensuring continuity of service and minimizing disruption. Led team of 3-5 employees while maintaining personal implementation caseload of 50 projects. Served as first level of escalation for complex problem-solving, enhancing team efficiency and issue resolution speed. Implemented new division of labor strategy, transitioning from single-person management system to distributed team lead model. Designed and implemented workflow system that reduced case resolution time to maximum of 6 weeks, representing significant improvement from previous timelines. Streamlined case management processes, resulting in more effective queue management and faster case management and resolution.

Spearheaded resource procurement and allocation for core projects. Demonstrated proficiency in database management, executing complex queries using Interactive SQL versions 7, 11, and 17, and efficiently exporting data. Specialized in HL7 interface troubleshooting during both implementation and support phases, ensuring seamless data communication. Expertly configured and interfaced Point of Care devices with middleware systems, optimizing HL7 format compatibility.Provided critical after-hours support for go-lives and ongoing operations. Identified critical deficiencies in daily processes and proposed both short-term and long-term solutions, enhancing overall operational efficiency. Spearheaded initiative to improve documentation and education for software updates, leading to revamped workflow for release management. Successfully managed 50+ concurrent projects across multiple states, overseeing hardware and software migrations and implementations. Led customer and vendor calls, facilitating clear communication and alignment of project goals.