• Led the rebuilding of the IT Department and oversaw multiple projects to upgrade the hospital's technology infrastructure in response to a new affiliation with Boston Children’s Hospital.• Expanded department talent by hiring new staff and initiated the development of comprehensive network documentation.• Implemented cybersecurity solutions, addressed network vulnerabilities, and collaborated with BCH security team on extensive security upgrades.

As key member of System Technology Division, supervise 6 Technical Account Managers (TAM) responsible for resolving customer issues related to installations, user training, site updates, and daily utilization of Meditech’s proprietary EHR system, including performance, printing, security patching, and system-level failures. Oversee portfolio of 200+ hospitals across U.S., Canada, and U.K. Plan and manage multiple overlapping projects, working closely with internal technical analysts and technical support teams and interfacing with account CIOs, CFOs, and IT Directors. Initially hired as TAM, promoted to senior TAM after two years, and supervisor two years later

Healthcare /Medical SoftwareResponsible for resolving customer issues related to performance, printing, or system level failure. As a member of the System Technology group my position involved: Co-founded Confluence Documentation Committee and helped steer streamlining of all technical documentation for entire System Technology Division and enabled improved collaboration through implementation of Confluence team workspace. As member of Implementation Roadmap Committee, spearheaded creation of project roadmap and accompanying website for use by all new Meditech EHR accounts for tracking project status. Spurred launch of formal Implementation Team who replaced old task system with new web-based roadmap to drive daily workplan. Chair 5x/6x Merger Committee, leading group of technical support technicians, technical performance analysts, and technical account managers formulating plan to merge 2 major platforms, relevant work processes, and disparate groups that support 600+ customers. Selected to represent System Technology Division in 7 annual ISO/ICE 27001 audit reviews (2013-2019), which addressed daily workflow, training, development, and operations for recertification

Employed by Verizon contractor supporting district call center workforce and customer service. Administered scheduling of 500 staff and assisted with staff development. Created, maintained, and distributed productivity reports. Handled customer service escalations pertaining to installations, order due dates, and service quality

SCOPE: Cross-functional Team Management | LAN & Desktop Support | Server Backups, Upgrades & Troubleshooting | Disaster Recovery | Technical Equipment Inventory | Service Level AgreementsTrained, managed, and developed cross-functional team of 20+ technicians in union-backed environment, tasked with network operations and repair of commercial customers’ backbone circuits, from 56k to T1 and beyond. Sustained repair rates and service levels that exceeded objectives. Challenged employees to reach beyond basic job responsibilities, helping many move up in the ranks. PRIOR ROLES WITH VERIZON: Customer Service Representative (2000 to 2004); Workforce Manager (1999 to 2000), and Sales, Service & Collections Representative (1992 to 1999)