Mark Anthony Bent Email & Phone Number

Canada

Ontario, Canada

• Manage the deployment of OntarioMD Products and Services to both new external health partners, also working with existing health partners interested in enhancing existing functionality ensuring timelines and targets are achieved.• Managed the HIS integrations of 182 Ontario Hospital Units to the HRM service for CCAC (OACCAC) ER and Inpatient report contributions.• Managed the deployment of over 100 Ontario Independent Health Facilities (IHF) to the HRM AIMS feed.• Managed the Validation Project of 8 Virtual Visit Vendor Solutions to the Ontario Market• Provide stakeholders with regular update regarding ongoing IT deployments, roles/responsibilities and technical requirements.• Create and maintain detailed records of customer interactions to promote internal visibility and to assist in ensuring that unresolved issues are escalated to the appropriate departments for investigation.• Conduct conformance and functional testing with new stakeholders.• Create and deliver communication materials and presentations to client stakeholders as required.• Manage and negotiations with vendors to provide conflict resolution using expert problem-solving strategies.

• Work within the OntarioMD Operations Team to support stakeholders in troubleshooting HL7 and XML messaging issues and HRM (Health Report Manager) applications • Provide technical support for various applications including Integration/messaging engines (e.g. Orion Rhapsody), sFTP server application, MS-SQL Databases, syslog, monitoring and notifications tools. • Work with stakeholders to ensure the completion of service requests, resolution of issue tickets, and ensure appropriate communications regarding system statuses and availability. • Support various internal teams (e.g., Deployment, Product Management, QA) in the delivery of OntarioMD Products • Develop documentation of business processes, system configurations (hardware and software), and creation of user guides. • Monitor system performance, review system logs and prepare various operational reports and statistics. • Assist in supporting Microsoft Windows servers (e.g. maintain, backup, and update) • Monitor incident trends and anticipate potential problems for proactive resolution.

Project Management: • Managing and participating in small to large scale system, network and software deployment projects for client companies with input for design, development, production and deployment. • Managing resources for IT deployments and job scheduling with oversight for vendor and consultant management. • Utilizing Microsoft Project to plan project initiatives, communicate goals and provide continual updates on progress. • Analyzing, preparing and documenting operational procedures and technical guidelines. • Define and document Key Performance Indicators (KPI) to assist in qualitatively tracking of support services to assist management in identifying areas of improvement and mitigating client impact. • Provide weekly updated KPI reports to management on outstanding issues (greater than 30 days outstanding) and provide a list of potential solutions that meet the client’s workflow needs. • Coordinating and maintaining communication with development in regard to QA and UAT. IT Project Life-cycle: • Defining technical requirements and creating plans for project life-cycle deployment including the scheduling of project deliverables. • Developing SOP documentation for internal and external implementation. • Coordinating internal IT projects to ensure that implementations are on schedule and meet client specifications. • Resolved over 3,000 escalated Tier 2 support issue with clients with an emphasis on minimal client impact. • Planning, developing and deploying change management initiatives for technical implementation including productivity software, systems, technical application and hardware release. • Coordinating and maintaining communication with development in regard to QA and UAT activities

• Coordinated and supervised a 6-member team of Cross-Functional Helpdesk Technicians to provide World-Class Customer Service. • Trained both internal and external teams for base client software builds and advanced implementations. • Built and reinforced positive relationships with client administrative staff to assist in resolving escalated issues as well as gaining client prospective to further refine clinic workflow. • Defined and documented Key Performance Indicators (KPI) to assist in qualitatively tracking of support services to achieve the highest level of accuracy. • Worked with HR and Support Services to identify and promote Best Practice scenarios and issues preventing the organization from achieving these goals. • Resolved over 3,200 Helpdesk Tier 1 escalated support issues with clients with an emphasis on minimal client impact.

Advanced Project Management

Bachelor Of Science (Bsc), Biochemistry And Biotechnology