John L. Email and Phone Number

The Service Delivery Manager, Enterprise Applications is accountable for a particular service that is delivered by internal teams, a Managed Service Provider (MSP), or a set of service providers. The role ensures effective delivery of services to meet or exceed business expectations for such services, while achieving appropriate balance between quality of outcomes, risk to systems and customers, and the life cycle cost of such services. Oversight includes all Enterprise Applications for operational support, including vendor and lifecycle management. The SDM works with MSP counterparts who drive Technology service delivery to a defined service level agreement (SLA).

• Site Closures and Divestitures: Utilize expertise to oversee site closures and divestitures, coordinating all aspects of the process to ensure a smooth transition while minimizing operational disruption.• Timeline Management: Work within tight timelines, developing and maintaining detailed project schedules, and proactively addressing any potential delays or obstacles to ensure project milestones are met.• Documentation: Create and maintain comprehensive project documentation, including project plans, status reports, change orders, risk assessments, and other relevant materials. Ensure all documentation is accurate, up-to-date, and easily accessible to the project team.• Stakeholder Communication: Foster clear and effective communication with cross-functional teams, stakeholders, and vendors. Provide regular project updates, facilitate meetings, and address any concerns promptly.• Risk Management: Identify potential risks and issues throughout the project lifecycle. Develop mitigation strategies and contingency plans to address challenges and ensure project success.• Quality Assurance: Ensure the quality of project deliverables, adherence to established standards, and alignment with company policies and procedures.

• Advise and assist former colleagues and clients with resolution to issues related to PACS, Health Information Exchange, and Integration.• Support prior colleagues with a historical review of issues we faced during previous projects, including issue management resolution, and a review of project specific documentation.• Supply templates, such as sample project plans or project specific documentation drafted that are relevant to their current projects.• Participated in issue discussions regarding solutions to resolve project obstacles.• Supported question on implementing and managing radiology PACS. Experience with PACS systems include Agfa, Phillips, Merge, and General Electric. Experienced with integrating several modalities and manufacturers including Siemens, eClinicalWorks, Fuji Film, Infinitt, Change Healthcare, Merge PACS, Sectra, and Carestream.• Organizations consulted include Massachusetts General Hospital, Phillips Medical Systems, and Baystate Health Systems.

• Responsible for the implementation and integration of electronic medical records from independent clinical practices operating in Western Massachusetts to the Pioneer Valley Health Information Exchange and other Department of Public Health organizations.• Designing and deploying a self-sustainable data center that is fully redundant with mirrored servers, dual networks (including telephone access for back up), and supported by a UPS.• Duties include developing and managing the integration of four hospitals and over 85 clinical practices that included 1 million medical records.• Operationalizing the HIE program to support the program 24 hours per day, 7 days per week.Baystate Health – Information Technology Program Manager, Springfield, MA., cont.• Creating a sustainable financial model for the SAAS designed Health Information Exchange • Responsible for the Patient Portal that gives Baystate Health patients an electronic view of their healthcare, plus secure messaging to the member physicians.• Manage all phases of the project lifecycle using project management practices including risk management, stakeholder expectations, and adhering to the project charter.• Develop waterfall project plans on the established Kanban board for agile projects that include high level milestones to assist in updating stakeholders efficiently and set clear agendas for meetings.• Utilization of Waterfall and Agile methodologies to guide the various projects sprints.• Perform standard project manager duties such as documenting action items, taking meeting notes, following up on action items, driving cross-functional project team members to complete assigned tasks, and manage project status reports.

• Responsible for the implementation of the Health Information Exchange solution engineered by dbMotion.• Duties included the direction of dbMotion and client staff in all aspects of the implementation, managing the client’s business needs, identifying future phases, processing of invoices and collection of cash, and overall client satisfaction.• Managed the integration of several electronic medical record systems into one repository.• Successful integrations to the HIE included integrating with PACS and radiology information systems, laboratory information systems, pathology images and results systems, and pharmacy records.• Designing and deploying a self-sustainable data center that is fully redundant with mirrored servers, dual networks (including telephone access for back up), and support from UPS.• Utilized cross functional teams to create and deliver logical data, viewing customizations, user training, and operational policies and procedures.

• Responsible for the advancement of business opportunities and service offerings based on technical developments created by MGH Radiology and the Physician Group.• Creating a centralized PACS solution for remote Radiology interpretation.• Creating, developing, and growing the teleradiology and community radiology program through projects related to professional service programs and clinical trials.• Designing and deploying a self-sustainable data center that is fully redundant with mirrored servers, dual networks (including telephone access for back up), and support from UPS.• Increase the program's revenue from $1M to 11M, annually.

Service Delivery Program Manager• Global Support for all Computed Radiography Products sold by GE Healthcare.• Duties included software validation, advance troubleshooting engineering validation, integration services, staff and customer education, and new service development.• Created and delivered various training courses for GE engineers and clients to support third party imaging solutions.• Designed and implemented a sustainable support model for non-GE imaging equipment.RIS/PACS Project Manager, Waukesha, WI.• Duties include the coordination and advising of all tasks related to the installation of PACS and CR technology, including HL7 and DICOM integrations, hardware infrastructure installations and operations, and timely program delivery dates within the budgeted appropriations.• Customer services provide include technical advice to current state and future state workflow changes, installation schedules, creation of policy and procedures, and departmental renovations.• Delivered status reports to both GE Healthcare leadership and client leadership teams.

o Duties include the coordination and advising of all tasks related to the installation of PACS and CR technologyo Customer services provide include technical advice to workflow changes, installation schedules, creation of policy and procedures, and departmental renovations

• Responsible for the installation of enterprise wide PACS and Computed Radiography solutions.• Equipment and software configuration, workflow analysis, modality interfaces particularly through DICOM storage, print, and worklist management services, and acceptance testing.• Providing customer services including technical advice to workflow changes, installation schedules, application training, and departmental renovations.