DIRECTOR, AGILE SERVICESDec 2022 - Present• Lead team that coordinates the delivery of over $4 million in services revenue and approximately $3 million in SaaS Included Upgrade services.• Transform challenging customers into industry allies and referrals. • Collaborate with leaders across the organization to improve the SaaS Included Upgrade offering for customer satisfaction and SaaS License profit margin.• Obtain regular feedback from Account Executives to improve customer satisfaction and identify opportunities for additional revenue.• Generate revenue by presenting proposals to existing clients.• Guide cross-functional teams in issue resolution.• Empower team members to delight the customer in innovative ways.• Plan capacity for Forecasted Resource demand for new and existing customers.• Develop new tools and standards to monitor and report contract success.MANAGER, AGILE SERVICESJul 2022 - Nov 2022• Managed team responsible for software upgrades and partner-led implementations.• Collaborated with team leaders across the organization to create the best solution for client issues.• Built trust with partners, customers, and team members.• Served as Delivery Program Manager for largest implementations partner.• Implemented new Agile Services offering for acquired products.SERVICE DELIVERY MANAGERMar 2020 - Jul 2022• Managed delivery of services for 6-8 contracts at a time.• Secured increased revenue by presenting contract changes to existing customers or acquiring approval for utilization overage fees.

PRODUCT DEVELOPMENT MANAGER (MHC)Aug 2019 - Present• Manage team of developers on a managed healthcare system, supporting multiple clients. • Introduce and transition team to Agile methodologies by developing new policies and procedures• Work closely with QA & UAT leaders to plan monthly releases/sprints for all clients. • Partner with account executives to ensure client needs are prioritized and met to their satisfaction. • Complete detailed capacity plan for team, projecting needs for 3-6 months at a time. • Support company initiatives, working with Product Owner to determine ROI of internally funded projects. IT PRODUCT SUPPORT MANAGER (MHC, AMISYS, EXETER)Aug 2018 - Aug 2019• Managed team of eleven support analysts for three managed healthcare core products, supporting over 30 clients. • Oversaw the daily operations of support while considering short- and/or long-term company or customer initiatives. • Ensured overall customer satisfaction as well as fulfillment of service level and contractual agreements.• Drove and facilitated resolution of the most difficult and complex issues, removing roadblocks for associates. • Interacted with other business units for problem resolution/escalation, leading in the management of customer expectations. • Maximized the output of limited resources through creative resource management and servant-style leadership.CUSTOMER SUCCESS LEAD (MHC)Aug 2017 - Aug 2018• Authored and implemented support policy that was adopted across the Support Organization.• Evaluated trends of reported issues, generating permanent solutions to repetitive problems. • Lead weekly operational meetings with client executives and internal staff.• Improved client satisfaction by proactively identifying and solving potential problems.• Traveled to client sites on a quarterly basis to establish trust.

SENIOR IT MANAGERFeb 2017 - Jul 2017• Managed team of developers responsible for multiple applications.• Acted as a team advocate in Operational Meetings with Senior Leadership and Project Teams.• Managed delivery of project enhancements within both Agile and Waterfall methodologies. • Ensured resolution of requests and incidents within service level agreement timelines. • Documented and implemented operating models for applications within our team. • Organized migration of Agile project management application (VersionOne) to an enterprise-managed Cloud solution.SOLUTION DELIVERY MANAGERMay 2016 - Jan 2017• Coordinated new end to end solution for document management within the member interface of commercial insurance product. • Managed team responsible for day-to-day operations of document and workflow management tool (MACESS). • Developed best practices and standards for document management within the organization. • Identified gaps in solution for large business transformation project, by forming a team comprised of members from different departments and leading them in collaborative efforts for re-design. • Defined operating budget for team.SENIOR BUSINESS ANALYSTApril 2014 - April 2016• Served as Solution Architect, composing Solution Documents based on Architecture Scope and Business Requirements for consumption by both business and technical resources.• Collaborated with Quality Assurance Team on the development of test cases for enhancements.• Acted as Subject Matter Expert for the Enrollment & Billing subsystem of PowerMHS, assisting colleagues in analysis and configuration needs. • Researched and resolved technical incidents, identifying the problem areas when multiple applications were involved. • Wrote and executed queries to collect data that was beneficial for analysis of incidents. • Created and communicated business requirements for enhancements to outside vendors.

• Maintained existing programs to correct software defects. • Provided guidance and assistance to Quality Assurance and Technical Support Analysts. • Executed code reviews, unit testing, and functional testing of maintenance code. • Supervised maintenance work load, making assignments to team and coordinating the schedule for timely delivery of solutions. • Served as technical lead for large client implementation project.

• Produced monthly and custom ad-hoc reporting for ER & specialty physician practices. • Organized monthly invoicing to clients. • Coordinated employee benefits and processed payroll for over 60 employees.• Researched and developed plan for automation of closeout reporting.

PROGRAMMER ANALYST IIIManaged CareJan 1999 - Oct 2004• Supervised, trained, and mentored new programmers. • Designed software modifications and new system functionality for clients.• Modified existing programs to add new functionality or correct software issues.• Reviewed all departmental designs to ensure compliance with system architecture.• Served as Subject Matter Expert in the Flexible Spending domain of the PowerSTEPP system.• Helped organize project to add a GUI interface to the PowerSTEPP system.• Coordinated and executed monthly releases of code changes. TECHNICAL SUPPORT ANALYSTManaged CareJan 1998 - Dec 1998• Served as primary point of contact for 3-5 clients, managing their priorities and projects.• Coached clients through implementation of new system functionality and features.• Researched client issues to determine system defects and procedural problems.• Documented and presented requests for enhancements and defect corrections to Development team. • As Team Lead, assisted colleagues in solving and documenting serious client problems.ASSOCIATE SYSTEMS SUPPORT ANALYSTPractice ManagementMar 1997 - Dec 1997• Provided intermediate-level technical support for physician practice management software.• Wrote small programs for diagnostic purposes.• Collaborated with other departments to solve various support issues.