Michael Gardea Email & Phone Number

San Ramon, California, United States

Product owner and manager of our ServiceNow ITSM instance. Maintain a 2 year roadmap for continuous improvement, enablement of new functionality and upgrades. Lead an agile team for new development and operational support.Manage Service Desk of 8 analysts with a customer base comprised of 700+ internal employees, 5700+ Health Providers including their practice office staff, and 125+ practices utilizing a HPMG configured Epic system.Accomplishments:Procured and implemented a ServiceNow ITSM instance over a 2 year 3 phased project. Designed the IT processes for Service Catalog, Incident, Major Incident, Problem, Release, Change and Knowledge Management. Merged two Help Desks into one Service Desk of 8 employees over a 1 year initiative to unify internal and external support for improved service management. Combined services and processes which required team cross-training and workflow restructure. Redesigned our customer call tree structure for the Avaya to RingCentral Call Center transition which improved the user experience by providing selections and priorities associated to the products we support. Created the first IT work volume realtime metrics dashboard which is utilized by the CIO and IT leadership.

San Ramon, California, United States

Managed the Service Desk team of 6 analysts supporting 700+ employees across four locations. Responsible for end point hardware/software roadmap and budget. Communication and support lead for IT initiative go lives. Accomplishments: Merged the Software Support and Help Desk teams to unify internal support for employees. Unified services and processes which required team cross-training and workflow restructure.Project and technical lead of Webex implementation. Created asset management plan and supported company users going fully remote during the COVID pandemic.

San Ramon, California, United States

Managed Software Support team of 4 analysts supporting 600+ employees across 4 locations. Tier 1 support for internally developed applications of claims payment, authorizations, provider management and contract approvals. Administrator of BMC Remedy Incident and Request management systemAccomplishments:Created the Software Support team and processes to address user support gap for internally developed applications. Completed ITIL initiative which introduced IT leadership to the ITIL framework and how it would address our support challenges. QNXT (Claims processing system replacement) QA project lead.

San Ramon, Ca

Led a team of 5 technical analysts who were responsible for all provider data management and accuracy between multiple systems. Administrator of BMC Remedy Incident and Request management systemAccomplishments:Technical lead for BMC Remedy implementation. Created the Provider Data Management team and processes to solve data accuracy issues. Created first reportable data link between multiple systems to unify provider demographic and claims data.

San Ramon, Ca

Product owner of the Provider Information Management system (PIM). Led consultant team for new development and operational support. Developed MS Access Databases for data capture and reporting. Responsible for monthly loading and QA of data warehouse data. Supported data structures for executive reporting. Supported MS Office suite end users.Accomplishments:Designed, developed, implemented the first unified provider data management system for HPMG from three separate databases and groups across the company. Developer for redesign of the data warehouse into Oracle.Recoded all MS Access databases to be Y2K compliant.