Responsible for Cerner application support and application build for McLaren Health Care. • Troubleshoot client support cases, diagnose root cause, ensure timely completion and improve customer satisfaction. • Build, test, implement and maintain Cerner PowerChart Ambulatory. • Go Live support and Upgrade support for Cerner PowerChart Ambulatory.• Package, new domain and integrated testing.• Maintain documentation, adhere to escalation path and change control procedures.

Responsible for Allscripts Professional application support, build, project management, implementations and staff training for McLaren Health Care. • Troubleshoot client support cases, diagnose root cause, ensure timely completion and improve customer satisfaction. Configure and maintain application.• Manage key projects, including initial EHR implementation, software upgrades, ICD10, Lab Interfaces, Meaningful Use/MIPS and Patient Portal. • Train staff on new features/functionality, based on regulatory and practice needs.

Vitera Healthcare Solutions provides practice management, electronic health record and business intelligence software for the physician ambulatory care market.Directed and oversaw releases from initiation through delivery of over 15 product lines, with support revenue of over $104M.Product Lines: Practice Management Systems, Electronic Health Records (EHR), EDI, RIS, Imaging, Business Intelligence, Community Health Centers, Platforms | Hardware Releases, Product Conversions, HL7 Interfaces, Portals, End of Life, Regulatory and SaaS | Cloud Projects. • Developed and controlled the project plan; including resource and duration planning, schedules, risks, milestones, communications, project meetings, project tracking and progress | problem reporting. Maintained project management tracking software. Proper planning and monitoring reduced costs, risks, and time-to-market. • Led multiple, complex projects with rapidly changing priorities and deadlines. This included software product release projects (SDLC | Waterfall | Agile), IT facilities projects and client implementation projects. • Led and mentored remote and cross-departmental team members. Ensured teams understood and adhered to responsibilities, scope, timeline, processes and deliverables. Served as a liaison with customers, in-house resources and outside vendors.• Developed and implemented innovative ideas for improving and reducing the product-to-market | implementation process.

Appointed Director of Project Management Office when new Product Management team formed.• Developed, deployed and maintained Project Management Office tool set; including policies, procedures, documents and technology changes. Became companywide best practice standards increasing efficiency and reducing expenses. Reduced time-to-market by 20%. • Developed and controlled the project plan. Ensured adherence to quality standards and project deliverables. Standardizing and implementing quality improvements increased Client Satisfaction Surveys by 28%.

Responsible for education, pilot and project management of all products. Managed 11 local/remote employees. Led corporate wide initiative for product release standardization and quality improvements.• Assisted in creating new company division; National Product Release and Education team.• Managed product pilot testing and rollout of new products to field staff nation-wide; including, feature, documentation, implementation plans, processes and tools resulting in the start of standardization and resource sharing across the 4 regions. • Created and implemented an Online University for 10+ product lines; later expanded for all types of educational needs, including tools and processes. One location for staff | clients for all materials. • Spearheaded the first internal and client elearning programs, using a combination of computer-based training (CBT), online classes and onsite trainings. Generated a large savings in travel expenses and resource training hours. • Directed the first Train-the-Trainers program for enterprise-level clients. A comprehensive product and technical training program, reducing support calls by 25%. • President’s Club Award winner. Nominated by peers; quick results and positive attitude.

Responsible for project, training, custom development and EDI departments. Managed team of 82 local and remote employees across 15 states. • Managed team communications, education, and resource scheduling. Handled client calls escalated by department managers. Mentored teams and encouraged team building. Team Satisfaction Surveys increased 22%. Team turnover very low. • Increased sales and enhanced reputation by project managing strategic, enterprise-level clients. Served as liaison between the company and client in order to ensure that all targets and requirements were met.• Managed pilot testing and release of new products in region when released by R&D. Ensured better standard of product by testing product code, deliverables and processes prior to release.

Responsible for the training department. Managed team of 55 local /remote employees across 15 states. • Developed product implementation process, which reduced training costs and support calls. • Managed team communications, education, and resource scheduling. Handled client calls escalated by managers, which provided quick solutions to urgent issues. • Project Manager of all strategic, enterprise-level clients. Success of these projects was critical to company | product reputation and additional product sales.• Managed migration of all clients to a Y2K compatible system, mandatory by December 31, 1999.

Responsible for the training department. Managed team of 12 employees.