Develops and maintains comprehensive training materials, including training programs, modules, and materials for various healthcare technologies, ensuring alignment with company goals, industry standards, and regulatory requirements.Creates engaging and informative training sessions on healthcare technology products and solutions for internal employees, clients, and partners. Delivered through in-person workshops, virtual webinars, or self-paced online courses.Customizes training programs to meet different audiences' specific needs and skill levels, including healthcare professionals, IT staff, and end-users, adapting content based on feedback and evolving technology trends.Oversees daily operations of the help desk, including ticket management, escalation procedures, and resolution timelines.Develops and implements best practices, standard operating procedures, and policies for the help desk team.Monitors help desk performance metrics, such as response time, resolution time, and customer satisfaction, and take corrective actions as needed.Creates and maintains architecture, platform, and system documentation, including diagrams, white papers, help text, and training materials.Monitors industry trends and emerging technologies to identify opportunities for business improvement.Ensures the availability, security, and performance of technology systems and infrastructure.Champions data-driven decision-making processes by effectively using data analytics and business intelligence tools.Drives efficiency and automation across the organization through technology initiatives.Maintains a strong focus on cost management and budget adherence.Cultivates a positive and productive work environment within the technology department.

Consulted healthcare agencies on leveraging technology to streamline operations and processes.Evaluated various Electronic Health Records (EHR) systems to facilitate effective selection and onboarding for companies.Assisted in consolidating policies to ensure organizations' compliance with technology and healthcare standards.

• During tenure with Office Practicum, reduced support issue backlog by 75% and increased customer satisfaction scores to 4.61 out of five by creating a tiered customer support call center and a client support hub where customers could submit tickets, review past inquiries, and obtain the status of existing support cases• Facilitated technical engineer’s ability to focus on more complex customer issues by establishing boot camps that provided support analysts with instructions and opportunities for resolving more basic issues such as printer, connectivity, and scanner problems• Achieved a 15% reduction in customer support cases and decreased the processing time for customer enhancement requests by five hours per week for each support analyst by driving the implementation of the Idea’s Portal, a customer-accessed portal where ideas for future software enhancements were submitted directly to the product team• Built Behavioral Health Customer Support department, establishing key performance measures and managing budgets, call center, key performance indicators, reporting, and the development of customer support processes• Contributed to local community client care by using software solutions to support agencies nationwide and provide the best customer experience to further the agency’s mission • Maintained support of day-to-day client operations for behavioral health and technical engineers for both lines of business• Led numerous projects, including Salesforce automation and transitioning customers toParallels connections, evaluating telephony and SMS messaging solutions• Evaluated and strategized client support to align with leadership to take supporting our clients to the highest level we can reach.

• In IT role at Hillcrest Family Services, addressed continued/increased need for behavioralhealth services during COVID-19 by managing $3.5M in Cares Act technology funding toidentify and establish remote and contactless opportunities to continue service, procuring,planning, and implementing required technology for computer-assisted/accessed care suchas parking lot therapy, pull-up community services, and contactless check-in• Increased data safety and security by developing a disaster recovery plan and proposal,securing a $75K allotment for the purchase of necessary equipment and the establishmentof a secondary data center• Improved ease of use and accessibility for clients seeking services by modernizing existingwebsite and automating documentation forms utilizing new electronic health record systemfunctionality• Supported IT needs of seventeen separate sites across eastern Iowa, including equipmentpurchases, ensuring the security of network integrity, budget development, and procurementof system solutions

• Contributed to a 54% revenue increase, representing $2.2M for Platinum Supplemental Insurance in year one of a product line expansion and diversification initiative by nurturing new partner relationships, identifying and developing onboarding plans, and managing the project team to drive the new product to production in alignment with the established timeline• Enabled internal-team cloud collaboration on documentation, projects, and organizational resources by collaboratively transitioning to Office 365 and improved efficiency with shared resources, links, processes, and documentation by developing a SharePoint intranet• Achieved companywide client CRM customization by incorporating cross-platform features that served senior leadership, independent agents, and other personnel who solicited insurance•Supported handcrafted applications to encourage growth and help sales agents successfully soloist insurance policies using various applications that enrolled consumers into policies, gave sales agents leads, the ability to review a consumers' active policies, and helped them use iOS and iPad technology.

Worked as a server for various restaurants. FOH Manager for The Bank Gastropub.