Currently managing the ICD-10 initiative for the organization. Provides hands-on project management and actively manages project plan, deliverables, dependencies, and outcome for small, medium, and large project(s) as approved by senior management and key stakeholders.Recent projects include enterprise-wide implementation and deployment of user devices as part of the overall implementation of an enterprise-wide EMR solution; IT Project Manager for all construction projects for each site, and acted as a Project Manager for a our website strategy of relocating our website from an external hosted company back into the organization.Assisted with the implementation an Enterprise Project Management Steering Committee initiative that helps to prioritize all projects within the organization. This includes developing annual budgets and providing resource management.Ensures that project goals and objectives are achieved within the project timeframe and guidelines established by the relevant stakeholders and management committees.Prepares communication plan and related project status reports to key stakeholders and governance bodies to provide project updates on activities and deliverables, as well as risks and mitigation strategies.Identifies and manages overall project dependencies and ensures project deliverables stay on time, on target, and on budget.Defines and determines the role of project management in each project, including specific roles and responsibilities for each project member.Creates and maintains project resource project schedules to ensure that resources understand timelines as it relates to the project.Maintain vendor client relations as it pertains to each project. Obtains approval from key client stakeholders when project is completed, and closes the project.

Managed a team of 17 phone support and desktop support analysts, and datacenter operators.Responsible for developing Service Level Agreements as it pertains to the ITIL framework. Implemented the Service Desk component for the ITIL framework including developing a Call Logging Procedure which included measurable critical success factors and a dashboard for management.Participated and was a champion of the Change Management program as it pertained to the support of the organization.Managed multiple projects on behalf of the Service Desk team including ITIL implementation, device deployments, construction projects, and departmental moves.Developed an education plan for each of my staff on a yearly basis.Developed customer support surveys to our customers and reported metrics to management. Developed a critical path for less than satisfactory metrics to help improve the score for future surveys.Developed a purchasing procedure to be followed at every CHC site. Was the overseer of all IT device purchase requests, including managing the overall care and feeding and capital budgets.Created and managed multiple SharePoint sites for team improvement processes and project work assigned to the Service Desk team.Acted as the IT security liaison between the corporate compliance office and IT.Was the application analyst for the HEAT Service and Support system and was in charge of all software enhancements and upgrades.

Coordinate technology support services between support staff and end-user population. Monitor and measure quality of resolution processes and results. Triage and escalate high-profile issues to ensure infrastructure stability and customer satisfaction.Managed multiple projects as it pertains to the helpdesk including departmental moves, software enhancements, and device upgrades for the organization.Act as escalation point for all computer technical support in a multi-platform, multi-application, varied network environment. Administer Support Center Software system (HEAT Service and Support), including customization of interface, conception and design of all automated services and processes, and dissemination of information from the HEAT system. Develop and deliver new user and ongoing training sessions to technology staff. Administered all software enhancements and application upgrades.Coordinate and plan computer education and training for end-users and technology staff.Manage and control technology department communications with end-users.

Delivered formal training sessions for Human Resources staff on software systems and processes.Coordinated department-wide meetings, travel arrangements for staff, and planned events.Controlled and disseminated public and confidential information to caregivers and patients within the constraints of Hospital policy and Governmental regulations.