Nathan Hudson Email & Phone Number

Alexandria, Virginia, United States

Call Center: Connect (C3) Help Desk: Centers for Medicare & Medicaid Services (CMS).Oversee and provide program management for all aspects of the program. Serve as a single point of contact communicating directly with CMS COs, CORs, and GTLs.Successfully led the transition from predecessor program.Coordinated the establishment of Joint Operating Agreements.Provide program management of a high-performing team of 14 personnel, across multiple US locations.Ensure that the project team fulfills the terms and requirements of the SOW and contract.Provide a 365/24/7 fully functional and staffed Technical Tier-2 Help Desk supporting the national call centers for the CMS Medicare and Marketplace programs and enterprise suite of systems. Monitor the budget and ODC expenditures for the contract. Review and approve invoices.Present risk mitigation strategies to CMS leadership.Provide comprehensive account support for the contract and have full authority to act for the Contractor in performing all contract requirements, including notifying the Contracting Officer of any direction received that is outside of the scope or terms of the contract.Relay requirements to Help Desk staff in order to identify, plan, develop, and propose desired solutions for CMS.Ensure all teams and shifts coordinate with each other.Provide guidance on adhering to SOW SLAs, meeting objectives, and complying with CMS schedules and acceptable industry standards. Responsible for taking corrective actions in a timely manner.National Institutes of Health (NIH) Office of Logistics and Office of Administration - IDIQ Task Orders (Multiple):Oversee and provide program management for all aspects of the Task Orders (TO).Communicate directly with the CO and CORs for the TOs.Provide price quotes for TO extensions and funding requests.Review and approve invoices.Provide subcontractor workshare allocations.Work with contract teams.Review and approve resource timesheets and allocations.

Rockville, Maryland, United States

Call Center: Connect (C3) Help Desk: Centers for Medicare & Medicaid Services (CMS).Oversaw and provided program mgmt. for all aspects of the CMS C3 HD program. Communicated directly with CMS COs, CORs, and GTLs.Successfully led the transition from the VCS HD program to the new C3 HD program.Coordinated the establishment of and quarterly updates to Joint Operating Agreements (JOAs) with various maintainers of the VCS enterprise suite of systems.Provided program management of a high-performing team of 14 FedPoint Joint Venture personnel, across multiple US locations.Ensured that the project team fulfills the terms and requirements of the Statement of Work (SOW) and contract.Provided a 365/24/7 fully functional and staffed Technical Tier-2 Help Desk supporting the national call centers for the CMS Medicare and Federally Facilitated Marketplace programs and VCS enterprise suite of systems. Monitored the budget and ODC expenditures for the contract. Reviewed and approved invoices.Provided comprehensive account support for the contract and had full authority to act for the Contractor in performing all contract requirements.Provided guidance on adhering to SLAs defined within the SOW, meeting program objectives, and complying with CMS schedules and acceptable industry standards. Responsible for taking corrective actions in a timely manner.Independent Verification & Validation (IV&V): CMS; Telecommunications Expense Management System (TEMS): U.S. Department of Labor (DOL); Customized Network Inventory and Optimization Solution (NiOS) Application: U.S. Nuclear Regulatory Commission (NRC); NiOS Integrated Web-Based Application: NRC; Inventory Support Services for SSA Local and Long Distance Telecommunications: Social Security Administration (SSA):Oversaw and provided program management for all aspects of the projects.Ensured PWS & SOW fulfillment & compliance.Monitored and approved budget, hours, and invoices.Managed project teams.

Rockville, Maryland, United States

Virtual Contact Center Strategy (VCS) Help Desk: CMSOversaw and provided program management for all aspects of the CMS VCS HD program. Served as a single point of contact for the VCS HD contract, communicating directly with CMS COs, CORs, and GTLs.Provided a 365/24/7 fully functional and staffed Technical Tier-2 Help Desk supporting the national call centers for the CMS Medicare and Federally Facilitated Marketplace programs and VCS enterprise suite of systems.Provided program management of a high-performing team of 14 in-house and subcontracted personnel, across multiple national locations. Ensured all teams and shifts coordinate with each other so that the customer’s goals are met effectively, efficiently, and on schedule.Provided subcontractor time allocations for annual subcontract renewals & oversaw the adherence to the contract terms.Successfully led the transition out process for the VCS HD contract to the C3 HD contract.Presented to CMS leadership risk mitigation strategies to demonstrate project transparency and increase the likelihood of better management decisions for business expansion.Provided comprehensive account support for the contract. Had full authority to act for the Contractor in performing all contract requirements, including notifying the CO of any direction received that is outside of the scope or terms of the contract.Provided guidance on adhering to SOW SLAs and complying with CMS schedules and acceptable industry standards.Successfully led the contract through the resolution of a Corrective Action Plan process with the implementation of processing, training, and monitoring improvements and initiatives.Expanded an existing Training Plan document.Implemented cross training to optimize day-to-day operations and provide depth of skill set coverage for all shifts.Developed and instituted a Ticket Quality Plan (TQP)to increase accountability and measure analysts’ individual performance, in accordance with contract SLAs.

Rockville, Maryland, United States

Advanced Provider Screening (APS): CMSManaged a team of ten FTE personnel between the Operations, Helpdesk, and Training teams for the CMS APS project.Responsible for ensuring compliance with SLAs defined within the SOW, resolving issues, and taking corrective actions in a timely manner.Oversaw the subcontractor teams supporting the Infrastructure at our remote data centers.Responsible for delivering a Weekly Operations Report to the stakeholders.Part of the Transition leadership team for the CMS project.Directed Operation, Helpdesk, and Training transition activities related to transfer of knowledge to the new project prime contractor. Directed or lead numerous transition related meetings and shadowing sessions.Worked as the main project point of contact and coordinator for the annual CMS Security Control Assessment (SCA).Participated in Technical Review Board meetings related to project software releases.Approved timesheet submissions & allocations and coordinated PTO for team members.Established and approved modifications for work job code levels for the team members under my leadership.Part of the review team for the monthly format 5 meetings for the project.Responsible for team updates during the monthly IMS deliverable status meetings.Delivered monthly OMB300 metrics related to the Operations, Helpdesk, and Training teams.Assisted the training team with creating, reviewing, editing, and subtitling training videos. Reviewed and edited training documents. Worked with the testing team to generate sample data to fulfill the requirements of training sessions without the use of Personally Identifiable Information (PII).Worked as the project contact on the transition to the CMS 3-Zone connectivity for our production and validation data centers.Worked with the rest of the management team on the project’s transition to the CMS Portal interface.Lead or Participated in weekly vendor, management, and customer meetings.

Rockville, Maryland, United States

APS Project: CMSOperations team lead who oversaw the daily loading processes related to provider data. Assisted other APS project teams with data gathering and release testing functions.Worked as a key team member in establishing the Operations team for the CMS project.Established Standard Operating Procedures (SOPs) for the operations team’s processes, tasks, and deliverables.Oversaw the daily loading process related to provider data, non-government vendor supplied data, and government supplied exclusion lists.Participated in weekly after-hours support rotations.Generated and updated deliverables related to the operations and maintenance processes for each software release.Generated weekly operations reports, exclusion list reports, and Ad-hoc reports related to processing and provider data.Assisted the Data Analytics team with ad-hoc and monthly reporting data requests.Worked with the development team to analyze processing anomalies and solutions. Worked with the testing team to load test data, confirm data, and assist with real-world data scenarios.Worked on the annual security assessment for the CMS project.Assisted the management team with ad-hoc data requests and verifications. Worked with TOAD to run SQLs against the Oracle Database.Worked with SVN to manage project deliverables.

Rockville, Md

APS Project: CMSWorked as part of a help desk team supporting the internal and customer facing functions of the APS project.Worked to establish the help desk roles, responsibilities, and SOPs for the CMS project.Trained in the Remedy ticket management system.Generated XML based test data and test cases for new software releases.Assisted the requirements team with data examples and requirements criteria.Worked in conjunction with the development team to develop SOPs for the daily data loading process. Took part in loading data related to over 1.7 million medical providers in the system.Participated in User Training and User Acceptance Testing for each new software release.

Central Maryland

Provided on-site and remote technical and installation customer support for the server, peripheral, and networking components provided by CompuGroup. Provided on-site and remote technical and installation customer support for the Electronic Health Records and Medical Practice Management software and hardware solutions to physicians, health centers, and hospitals provided by CompuGroup.Installed, loaded, administered, and maintained Physical & Virtual Servers (VMware ESXi) running Windows 2000-2008 & Unix (SCO, AIX, AUOS) for commercial & medical software.Configured, installed & maintained Tunnel & Transport mode VPN connections using Cisco PIX 501/506 and ASA5505 appliances and Microsoft RAS.Implemented Managed/Unmanaged Switches, Access Points, HP JetDirect, IBM Ran, DIGI, and Specialix devices on new and existing LAN’s.Installed, upgraded & maintained Windows XP/Vista/7 (32/64 Bit) workstations & tablets.Monitored, configured, and repaired server backup devices (DAT, DLT, LTO, RDX) and software (BackupExec, BackupEdge).Setup & repaired network peripherals including: printers, scanners, terminals, modems & UPS units.

Baltimore, Maryland Area

Provided on-site and remote technical and installation customer support for server, peripheral, and networking components. Hudson Computer Solutions is a computer software and hardware solutions provider specializing in the Job-Costing and Payroll aspects of the building service industry.Installed and configured Windows and Novell Netware based servers.Assembled, loaded, and installed Windows PCs.Setup Peer-to-Peer and Client-Server networks: Windows, Novell, LANtastic.Loaded and upgraded software packages on network servers and workstations.

Columbia, Maryland

Provided on-site hardware and software customer support for small retail, medical, building service, and non-profit industries.Repaired, installed, and maintained Alpha Micro mainframe computers.Installed computer wiring, RJ-45 patch panels, and network hubs.Setup and repaired Hewlett Packard, Okidata, Texas Instruments, Genicom, and Printronix Laser and dot-matrix printers.Performed board level repairs of Wyse, Televideo, and Esprit terminals.Configured and installed multiplexers and modems to setup remote offices.