Michael Smith Email & Phone Number

Frankfort, Ky

Project Manager for multiple projects: -Colorado: Health Care Policy and Financing; Project Manager on EPMO team; responsible for multiple projects involving system updates and improved functionality for staff and members. Working with multiple vendors / stakeholders following state and federal compliance guidelines.-Hospital Transformation Project - Worked with State, Vendors, and CMS to ensure acceptance of 1115 Demonstration Waiver. -Nebraska: CyncHealth (formerly Nebraska Health Information Initiative) - Working with the Unite Nebraska team on a project intended to break down barriers between medical and social care providers so they can better address those non-medical issues that affect physical well-being, also known as social determinants of health. -Missouri: Department of Mental Health; Electronic Case Management. Work with State to document current and future requirements, RFP, and IAPD. -Alabama and Idaho: Project Manager of Customer Operations. Responsible for supporting help desk operations, ensuring that quality metrics are achieved. Setup help desk software and developed help desk policies and procedures to be used by all operations personnel. -Kentucky: -Project Manager for Kentucky Department of Public Health helpdesk services during statewide EHR implementation project. -Lead Trainer and Subject Matter Expert, responsible for developing and deploying state-wide training. Traveled throughout the State of Kentucky to perform classroom training for Department of Community-Based Service workers on the Affordable Care Act. -Deployed state-wide webinar training for health insurance agents and kynectors. -Healthcare IT Consultant for Deloitte Consulting and Kentucky Health Benefit Exchange. -Responsible for assisting with problem resolution of escalated issues through the Cabinet for Health and Family Services (Kentucky Health Benefit Exchange and Department for Community Based Services).

Lexington, Kentucky Area

Vice President, Maintenance officer for Cessna 152 AircraftFounded as a non-profit organization in 1953 to provide safe and affordable flying in the Central Kentucky area. Today, the club owns six aircraft and operates with 90 members. Responsible for ensuring Cessna 152 Aircraft maintenance is up to date and complies with FAA regulations. Work closely with an FAA approved maintenance facility for all regular maintenance needs of aircraft.www.lexingtonflyingclub.org

Lexington, Kentucky Area

Technology Consultant. Work with business users and individuals on setup of PC / Mac systems. Data recovery, virus and spyware software removal; hardware replacement, software updates, and hardware upgrades. Wired/Wireless Networking: Setup of networks and recommend options for improvements. Peripheral setup and training – printer, copier, scanner, and fax devices. Web Page Updates: Update webpage links for clients. Training: direct end-user training on iOS, Windows, Mac and on other computer peripherals. Photos/ Video: Create photo and video products for customers. Analog to digital conversion. Audio/Video Setup: VoIP, Streaming services configuration/setup.

Lexington, Kentucky Area

FAA Certified PilotNew Business Development; responsible for generating new business opportunities.Mapping/GPS Data Entry.Aerial survey work of construction sites and personal property.Ensure that operation of aircraft is in compliance with FAA regulations.http://www.kyaerialphoto.com/

Lexington, Kentucky Area

-Contracted with Deloitte Consulting as Lead Facilitator for Systems and Policy/Procedure Training. -Perform Instructor-Led Training (ILT) for Kentucky Department for Community Based Services.-Classroom training on Policies and Procedures for The Affordable Care Act, and how it relates to specific Commonwealth of Kentucky Employees and citizens. -System Training for Kentucky Department for Community Based Services, relating to upcoming release of Kentucky's Health Benefit Exchange System, known as kynect (https://kynect.ky.gov/).Work closely with training teams throughout Commonwealth of Kentucky to ensure training is detailed and is completed in a timely and accurate manner. Part of largest healthcare overhaul in recent history. Kentucky is only one of 13 states that created its own Health Benefits Exchange; our exchange has gained national attention for the great success and ability to gain access to affordable healthcare options for Kentucky citizens.

United States

-Responsible for training State Farm Insurance agencies on use of Cisco VoIP Unified Communication System. -Deliver group, one-on-one and follow-up training to on-site client locations in United States.-100% travel. Training was performed in 8 states over an 8 month period. -Responsible for all travel arrangements. Typically had 2-3 day notice for travel. 100% of locations served without travel delays. -Responsible for ensuring approved training curriculum is followed. Report any issues through support center and ensure that a problem resolution ticket is logged and resolved.-Received all positive feedback on training sessions, which sometimes involved training both technical and non-technical personnel on new VoIP Telephone / Software systems.

Lexington, Kentucky Area

Responsible for post-production development support for all inkjet products. Direct contact for Field Sales, Technical Support, Marketing, and Executive Management. Project Management for scheduling and execution of products that are developed for OEM partners. Work with appropriate teams to confirm government certifications, part numbers, and bill of materials are completed. Facilitate meetings with cross-functional teams to discuss on-going field issues and track issues to resolution. Log issues through problem-tracking system to ensure traceability and closure. Using Product Requirements Document, ensure product definition is accurate for OEM customers and for future products. Write technical requirements based on data from end-users, corporate accounts, and special request accounts. Developed scripts and technical specifications for online video support system, to be used by Lexmark customers and service engineers. Also created Lexmark YouTube channel for helping with immediate customer needs. Received over 114k unique views in less than 24 months, saving support costs. Product analysis of competitive inkjet products. Reviewed and tested competitive models against Lexmark to compare features/functionality. Recommended suggestions for future product improvements. Cross-Functional Team member for re-writing of Lexmark's Fax User’s Guide. Worked closely with customer usability team and customer support data to ensure guide was accurately written and easy to understand.

Lexington, Kentucky Area

Responsible for recruiting qualified participants, creating surveys, and dealing with issues from external and internal evaluators; reported findings to development community prior to inkjet products being released to manufacturing. Data Analyst: Created specific surveys to gather marketing requirements for Inkjet All-in-One products. Report survey results to executive management.

Lexington, Kentucky Area

Developed process for release of worldwide software drivers. Developed cross-functional team to survey customer software issues and developed engineering changes to be released for world-wide customers. Worked with Microsoft WHQL certification team to certify Windows 2000, XP, ME, printer driver software. Development software contact for support escalations. Responsible for duplicating large account customer issues and driving them to resolution.

Lexington, Kentucky Area

Responsible for authorized servicer and customer support of IBM/Lexmark Inkjet, Thermal, and Dot-Matrix products. Developed training classes for US and European Technical Support Centers. Performed on-site training at large-account customer locations. Technical writer for internal Knowledgebase to be used by support agents. Managed group of 12 representatives. Worked with team to grow from four members to over fifty in a four-year period.

Franklin, Ky

Intern position in Franklin, KY. Division of Gruner & Jahr / Quebecor.Database Administrator, Intern Responsible for maintenance and trouble-shooting of on-site computers. Daily backup of network. Remote call-in during networking issues. SQL Database created using PowerBuilder database application.