David K. Email & Phone Number

Livonia, Mi, Us

Livonia, Mi, Us

Irving, Tx, Us

▪ Collaborated with stakeholders at all organizational levels, including senior management and external vendors, to lead agile, cross-functional teams through the comprehensive process of identifying business requirements, providing insights, and crafting strategic solutions. Allocated 90% of efforts towards pioneering project initiatives, with the balance focused on specialized Tier 3 support.▪ Drove the digital transformation of the SDLC process, resulting in significant improvements to business workflows and product development processes. Key contributions included the effective integration and optimization of platforms like Jira Service Desk, Jira Software, Jira Advanced Roadmaps, and Confluence.▪ Orchestrated a pivotal multi-system integration project that significantly boosted operational efficiency by automating the capture of provider preferences in Salesforce, maintaining regulatory compliance via DocuSign, and ensuring seamless preference integration into the LIS system to accelerate order processing.▪ Acted as the chief facilitator in identifying and implementing workflow enhancements and digital transformation projects utilizing Robotic Process Automation (RPA).▪ Developed and implemented sophisticated reporting infrastructures across Jira, LIS systems, and Salesforce, producing crucial insights through tailored dashboards and periodic reports.▪ Reformed the company's project management protocols by instituting standardized procedures for handling product and feature inquiries, equipping the business with essential data and KPIs.▪ Successfully implemented several service management projects across multiple departments, alongside creating a relational asset management system that linked assets with service and incident requests.▪ Created and maintained comprehensive SOPs and troubleshooting guides. Led extensive training programs for organizational users on new products and features.

▪ Led multiple cross-functional, agile teams through the software development lifecycle, driving projects from inception to delivery with minimal guidance, directly aligning outcomes with strategic company objectives. Was primarily focused on project work (80%) with a secondary focus on Tier 2 support.▪ Championed system verification and validation processes with custom-built solutions tailored to business needs, showcasing leadership in ensuring product quality and compliance.▪ Served as the subject matter expert on critical medical report templates, rules engines, and data exchange formats, employing technologies such as JSON, HTML, JavaScript, and CSS to enhance system functionality and interoperability.▪ Transformed Salesforce-driven business processes, significantly improving user experience and operational efficiency through innovative process re-engineering.▪ Developed and deployed a custom Python automation bot, addressing and preventing scalability issues by phasing out legacy processes in favor of modern API-based integrations.▪ Responsible for the continuous improvement and support of Laboratory Information Systems, implementing enhanced processes that bolstered functionality, usability, and regulatory compliance.▪ Crafted and maintained comprehensive standard operating procedures (SOPs) and troubleshooting guides, markedly boosting operational efficiency and system reliability across multiple departments.

▪ Concentrated on the identification and swift resolution of LIS system issues, consistently leading the team in ticket resolution over a two-year period with the lowest rate of ticket reopens.▪ Rescued an existing process for delivering medical reports to clinician offices, enhancing the functionality of over 100 devices spanning two companies.▪ Developed and meticulously maintained standard operating procedures (SOPs) and troubleshooting manuals, significantly enhancing operational efficiency and system dependability within the technical support team. These efforts streamlined support processes and improved the team's ability to quickly resolve issues.

▪ Skillfully addressed a comprehensive range of IT challenges, encompassing desktop, server, telephone, and network issues, guaranteeing maximum system performance and robust support services.▪ Successfully integrated a new Technical Services Analyst into the team within the initial six weeks of employment, ensuring a rapid and effective onboarding process that allowed for immediate contribution to our technical operations.▪ Instituted and administered standard operating procedures (SOPs) and troubleshooting manuals, substantially enhancing operational productivity and the dependability of systems across the IT support team, setting a high standard for excellence and consistency in support services.

Bachelor'S Degree, Accounting

Graduate Certificate, Computer Information Systems (Is)

Education record