- Supported the digital engagement platform (Drift/ Virtual Assistant) to the next level powered by data and customer insights enabling true Account Based Marketing - Ensure continuous digital end to end customer engagements and business growth with the platform could take place without service interruption- Successfully spearheaded the integration of end-to-end chat (Drift) lead generation with Marketo and our CRM system, optimizing lead capture and management processes, and ensuring seamless data flow between platforms to enhance marketing automation and customer relationship management.-Effectively oversaw integrations with Marketo, Okta, Adobe, 6Sense, Eloqua, Salesforce, and other platforms, optimizing data enrichment and utilization strategies.- Supported the regular Sprint development plans in terms of prototyping concepts, drive implementations with a dedicated development team, testing and analyzing results to continuous improvement - Apply subject matter knowledge to solve a variety of common business requests and work from time to time on problems with more complex scope to evaluate unique circumstances within HPE IT or 3rd party vendors - Acted as an informed member of the digital engagement platform providing analysis of specific information to exercise independent judgment to determine appropriate actions by following established Brand, UX, Legal guidelines and IT policies - Led ramp up efforts for launch of HPE Marketing tools on new acquisitions / domains - Maintained GDPR compliance and automation of PII requests- Successfully led UAT testing processes, ensuring comprehensive E2E testing of products and features, resulting in consistent on-time sign-off for releases- Followed Scrum principles facilitating Agile ceremonies, prioritizing and grooming product backlogs, and fostering cross-functional team collaboration, resulting in consistently on-time and high-quality project deliveries.

- Supervised launch of Software as a Service (SAAS) offering- Implemented DevOps practices, including continuous integration and continuous deployment (CI/CD) pipelines, automating deployments, and ensuring efficient collaboration between development and operations teams, resulting in accelerated software delivery and improved system reliability.- Adhered to Scrum principles by guiding Agile ceremonies, managing product backlog priorities, and promoting cross-functional team collaboration, which led to the consistent achievement of on-time, high-quality project deliveries.- Played a pivotal role in overseeing the entire product development lifecycle, from initial launch to subsequent iteration changes, ensuring seamless transitions and improvements.- Product ownership, including with third-party vendors, to meet business requirement.-Met with internal and external customers to identify business process system and product requirement.- Formulated and defined system scope and objectives using information technology and industry knowledge.-Interacted with engineering and QA teams to drive high-quality product feature implementation- Proficiently oversaw UAT testing procedures, guaranteeing extensive end-to-end testing of products and features, which consistently led to on-schedule approvals for releases.- Initiated and supported improvements in HL7, FHIR, ErX Vendor, Twilio, and Okta integrations to enhance EHR PHI data accuracy, leading to increased clinical and operational efficiency and better decision-making capabilities. -Proficient in maintaining and customizing CRM system requirements, to streamline lead management, sales processes, and customer support workflows, resulting in enhanced customer satisfaction- Performed Scrum duties and ceremonies, including creating stories and holding grooming and planning sessions.

•Revamped mobile application by retiring the legacy version, resulting in improved user experience, enhanced performance, and streamlined maintenance.•Created both internal and external product release announcements 60 days prior to implementation. •Managed Roadmap features and prioritization•Assisted businesses in identification and prioritization of value-add features.•Continued research development to keep platforms competitive.•Created knowledge-based articles for Helpdesk and coaching to improve internal Service Level Agreement (SLA) and reduction of escalations.•Acted as liaison between Development Team and business owners to optimize features and scope.•Tracked and managed Change Control activities for multiple concurrent projects.•Met with internal teams and service partners to plan and review product releases.•Facilitated client sales demos for product features and interoperability•Performed onsite client training, implementation, and requirement sessions.

-Led operational success during new acquisitions and mergers, ensuring a seamless transition and integration process.-Collaborated closely with the Legacy development team to design, test, and implement integrations between current and legacy systems, optimizing efficiency and data flow.-Effectively managed client escalations and requests for detailed reports, maintaining strong client relationships.- Developed and maintained Standard Operating Procedures (SOPs) and training materials to ensure team efficiency and consistency.- Conducted system readiness checks prior to clients' Go-Live, ensuring a smooth implementation process.-Oversaw test cycle continuity and strategic planning for the implementation of new product and service lines.-Facilitated both internal and external readiness for EMR integrations (Meditech, Epic, Cerner), web-initiated intake, and the expansion of Managed Care Clients, contributing to the growth and success of the organization.

- Coordinated company, operational and compliance initiatives (such as HIPPA, JACO) with the Implementation Team, Client Service Managers, Practice Management, Product Development, Data Warehouse Team, and Product Owners.- Created and maintained SOP’s and training materials.- Ensured test cycle continuity and planning for new product and service line implementation.- Worked with internal and external development teams as a SME and Product Manager of Legacy Product Acquisition

- Coordinated company, operational and compliance initiatives (such as HIPPA, JACO) with the Implementation Team, Client Service Managers, Practice Management, Product Development, Data Warehouse Team, and Product Owners.- Lead Six Sigma Team which succeeded in reducing Emergent Consult Dispatch time from 21-minutes to 10-minutes.- Generated workflow, system, and process maps to pinpoint and rectify operational inefficiencies, fostering smoother and more effective business operations.- Identified operational enhancements through meticulous tracking and data analysis, resulting in actionable recommendations that streamlined processes and boosted efficiency.- Supervised the transition from third-party to inhouse call center.- Was a principal logistical planner of the physical move into a new location, including scheduling and call routing.- Stood-up training team for clinical and non-clinical staff.- Created workflows and SOPs for the Consult Coordination Center.- Worked to reduce manual processes or improve as needed.- Monitored shift reports for trends and engaged Client Success Managers when applicable - Interviewed and trained new staff on dispatch and agent roles.- Conducted annual performance reviews of Consult Coordination Center staff.- Worked with management team to derive improvement metrics from raw data.- Worked closely with Application Development, Practice Management, and other relevant departments to assist in prioritizing new feature requests.- Confirmed customer readiness prior to application releases.- Created customer-specific training plans for Managed Service Neurology, Psychiatry, ICU, Hospitalist, and other specialties

- Managed case Intake and Dispatch.- Resolved client complaints.- Assisted providers with CT imaging follow-up and video cart and tier 1 IT troubleshooting.- Completed shift reports and incident escalations to relevant departments.- Interviewed and trained new staff on dispatch and agent roles.- Conducted annual performance reviews of Consult Coordination Center staff.- Stood-up Issue Management escalation path, including Issue Tracker, to identify and resolve problematic patterns across departments.- Developed training materials, operational readiness plans, and workflow maps.- Confirmed customer readiness prior to application releases.

- Held after-action review after missions, training, and incidents to improve squad performance.- Involved in mission planning, and equipment and personnel readiness, for over 1,000+ operations.-Primary liaison between Air Support and Forward Operation Base (FOB) while on convoy.- Maintained communications equipment encryption and readiness.- Oversaw mission convoy coordination.