Manage and lead the conversion process for existing MEDITECH sites migrating from MAGIC, Client Server and/or 6.x to the Expanse platform or MaaS (MEDITECH as a Service).Oversee and coordinate the setup, mapping, testing, troubleshooting and validation of Acute and Ambulatory data conversions, including: Allergies, Future Appointments, Health Maintenance Items, Home Medications, Immunizations, Past Family and Social History (PFSH), Prenatal Flowsheets, Progress Notes / Chart Notes, Scanned Images, Surgical Items, Visit History and Vital Signs / Growth Charts.Migrations encompass patient information and confidential medical data across both desktop and web-based (Expanse) applications, including: AMB, CWS, EHR, EMR, HIM, LAB, MIS, MPM, OM, PAPD, PCM, PCS, SCH, UPT and WPCM.Lead conversion introductory and overview calls, mapping calls and interactive ZOOM sessions with sites as they progress through the go-LIVE process.Create, edit, maintain and publish both internal and customer-facing conversion setup, testing and validation documentation.

Ambulatory Conversion Coordinator:Manage and lead the conversion process for existing MEDITECH sites migrating from Client Server and/or 6.x Medical Practice Management (MPM) to Ambulatory (AMB) on the Expanse platform. Oversee and coordinate the setup, mapping, testing and validation of data conversions, including: Visit History, Future Appointments, Health Maintenance Items, Scanned Images, Progress Notes and Chart Notes, PFSH, Surgical Items, Prenatal Flowsheets and Vital Signs / Growth Charts.Lead conversion introductory and overview calls, mapping calls and interactive ZOOM sessions with sites as they go through the go-LIVE process.Create, edit and maintain published conversion setup and validation documentation.Ambulatory Product Resources Home Page Representative:Created, update and maintain the customer-facing Product Resource Home Pages for the Ambulatory product. These web-based pages house all of the agendas, training materials, best practice and supporting documentation for the Ambulatory implementation and support process. Three separate pages are supported for the 6.x, Expanse and MaaS (MEDITECH as a Service) platforms.First DataBank Subject Matter ExpertManage and oversee the setup and configuration of First DataBank’s MedKnowledge Framework API for use with the Ambulatory product.First Point-of-Contact for implementation and service troubleshooting, including SQL configuration, database creation, initial loads, full updates and monthly updates.Created, edit and maintain published customer-facing supporting documentation.

Managed and represented the "Core Case" project for the Client Services Division. Core Case would replace the company-wide problem, change and entity management system currently in use.Participated in the implementation and improvement of company-wide support processes and Best Practices, by providing hands-on analysis, project coordination and support of all internal software systems, including both new and existing Advanced Technology software.Researched / Subject Matter Expert regarding the functionality, features and limitations of MEDITECH's current problem and change Case Management software application.Researched application issues and potential solutions with Development, internal staff and customers.Design application screens and functionality that are flexible, meet user needs and are consistent with the MEDITECH User Interface model.Worked with the Development technical staff and Quality Assurance to ensure that designs were appropriately coded, tested and documentedCreated and maintained up-to-date design documentation, demonstrate software and assist in training MEDITECH employees and early adopter sites.Created and maintained an in-house Google Site and Google Group used to communicate the goals and progress of the Core Case project to project participants and senior-level management. The site included project milestones and updates, organizational charts, "how to" documentation, project spreadsheets and other relevant information. Project was retired in 2015.

Active member of one of seven MEDITECH internal audit teams trained toassist with the planning, execution and reporting of the MEDITECH internalaudit process.

A hand-selected group, ATOM members met regularly to share ideas and bestpractices, suggest enhancements to existing technology tools and utilities,and commented on new Advanced Technology efforts within MEDITECH.Members acted as the liaisons for their individual divisions.

Provided technical and customer support for the Medical Records Indexing (MRI) and Scanning and Archiving (SCA) application suites on both the MAGIC and Client/Server (C/S) platforms.Analyzed and tested application enhancements and parameter changes “in-house” before moving to site test system and ultimately to site live system.Supported application integration with Admissions (ADM), Billing and Accounts Receivable (BAR), Emergency Department Management (EDM), Electronic Medical Records (EMR), Laboratory (LAB), Order Entry (OE), Patient Care Inquiry (PCI), Radiology (RAD), Scheduling (SCH) and other applications.Taught online Web-Ex seminars and on-site customer training sessions on MRI application functionality and navigation.Performed Operational Assessments to ensure sites are utilizing MEDITECH applications to achieve optimum performance.Wrote Knowledge Base articles and Development Tracking System code enhancement requests.Assisted in drafting company-wide ARRA “best practices” document for distribution to all supported hospitals.

Configured, programmed and developed support documentation for the use of Triton Connect to facilitate the transfer and use of graphic advertisements on a network consisting of over 900 ATM machines.Installed, configured and developed support documentation for the use of dial up to IP conversion devices as a cost saving communication alternative for the ATM network.

Managed a staff of 35+ full time and contracted individuals supporting data centers for Starwood Hotels, Lotus Early Deployment Center, Pearson Publishing and IBM/Rochester, NY. The various teams tracked the health of the server environments, mainframe (Starwood) and network infrastructure using Tivoli and other monitoring tools. Staff members responded to critical and non-critical alerts, invoked escalation processes, managed major outages and facilitated root cause analysis reports. Participated in Disaster Recovery exercises, scoped new business opportunities, recommended and introduced efficiencies and pursued cost-saving measures. Some locations also administered extensive ATL (Automated Tape Library) tasks that included daily, weekly and monthly backups of critical data. Executed all HR-related resource management including training, mandatory certifications, diversity awareness, career coaching, bonus distribution, salary planning and yearly performance reviews.

Managed a staff of 25 to 35 full time and contracted individuals responsible for providing logical access and security for the John Hancock Financial Services and Schering-Plough commercial accounts. This included, but was not limited to: NT, Active Directory, NetWare, UNIX, Mainframe, Outlook/Exchange, Lotus Notes, e-business portals and many home-grown John Hancock applications.Maintained audit readiness for both internal IBM and external audits. This included Sarbanes-Oxley evidence collection and compliance, ID revalidations, privileged access revalidations, aged ID clean-up and customer information requests.Within three months of assuming the management of the staff, significant improvements were realized, including:• Service Level Agreement attainment improved from 82% to 95%• Work backlog decreased from over 2400 queued items to below 600• Completion of a Standards and Procedures Manual as well as team desk side procedures• Employee retention and morale improved

Participated in managing the successful transition of the John Hancock Boston Help Desk to an IBM facility in Edmonton, Canada. Some achievements included:• Development and implementation of an extensive training curriculum• Migration of the entire Technical Knowledge Base from Boston to Edmonton• Met or exceeded all John Hancock and IBM Service Level Agreement targets during change-over• Maintained staffing levels during heavy turnover due to outsourcing-related severances

Managed a staff of 15 to 30 full time, part time and contracted individuals responsible for providing telephone-based technical support for the John Hancock user population. The team fielded an average of 80,000 technical calls and 50,000 non-technical calls annually. In charge of recruiting, interviewing, hiring, personnel reviews and professional growth. Developed and maintained Service Level Agreements, call center metrics, productivity metrics, policies and procedures. Initiated changes and motivated the staff so as to achieve the following:• A cost reduction from $20 per call to less than $10 per call• The First Call Resolution rate increased from 69% to 85% in 24 months• Productivity increased from 66% to 85%• Customer satisfaction rose from 50% in 1998 to 85% in June of 2002• Achieved CMMI Capability Level 1 Participated in and managed projects including Outlook Web Access, VPN implementation, Webcast support and other application roll-outs and initiatives.

Provided technical phone support and troubleshooting for over 8000 John Hancock Home Office employees, Field Agencies and Dial-in remote customers as a member of the technical support help desk.Developed, supervised and administered the "Priority One" outage communication and problem resolution process; managing critical outages and keeping executive-level personnel informed.

Managed, motivated, and assisted with training of a staff of 60+ individuals. Handled computerized payroll and file management for 90+ employees. Performed concession inventory database management, daily data input of accounts and receipts, and floor operations. Extensive knowledge of computing, purchasing, and billing systems, facilities management, customer relations, concession and cashier procedures, and promotional and selling techniques.

Maintained and repaired of a network of PC-based animated LED advertising displays. Duties included; program installation, management of program files, PC troubleshooting, and testing of modem and file compression systems. Knowledge of PC Anywhere communications software, DOS 5.0, Laplink Pro, Autodesk Animator, Windows 3.0, Professional Write, Quark XPress, and Word for Windows 2.0. Created an inventory system for spare parts and a field maintenance log. Wrote installation and maintenance manuals, assisted with research and development and supervised remote installations.