Responsibilities:• Directly supervised a team of 12 project managers and technical resources responsible for the successful implementation of customer solutions. Assisted with training of new team members across the department on internal processes, as well as on frequently-deployed solutions. • Assisted project teams in resolving client issues and ensuring customer satisfaction by providing experience, engaging additional resources, escalating internally, directly reaching out to the client, or making difficult decisions which could impact revenue, budget or project time. • Ensured all new projects were staffed in a timely manner and staffing issues resolved through efficient allocation of team members. • Initiated and led several efforts to improve the department’s efficiency, including revamping internal SharePoint site, updating and creating customer facing documentation, creating functional teams of specialists, revamping project documentation, and tracking department’s financial metrics.• In addition to daily responsibilities, piloted a new project position providing sponsor-level support for implementation teams. The pilot effort successfully demonstrated value and led to the creation of four permanent engagement manager positions within the department. Achievements:• Provided coaching and development planning resulting in promotions to team lead or senior roles for six (6) team members.• Team maintained utilization of 85%, compared to global service target of 70%.• Worked with HR to revamp the interview process to better evaluate critical skills required for successful implementations. The process was adopted and further evolved by the entire Global Services Division.• Acted as the senior resource on a cross-functional project team implementing the first OnBase

Responsibilities:• Managed enterprise-wide Document Imaging / Electronic Content Management projects for large healthcare organizations to support their operations in inpatient clinical care, outpatient clinical care, access management, revenue cycle, HL7 interface, accounts payable, and workers compensation insurance. Projects included high-level analysis resulting in recommendations and estimates, time and materials as well as fixed bid efforts, and efforts resulting from direct sales as well as through channel partners. • Developed project plans, status reports, issue tracking, risk analysis, and held weekly project update meetings with counterpart project manager. As necessary, actively engaged in troubleshooting of the OnBase solution and in the configuration.• Facilitated requirements gathering and analysis sessions leading to the designing of unique solutions to accommodate customer specific needs and business processes. • Mentored new project managers in Hyland’s methodologies and healthcare solution knowledge, and provided advice on project issues which arose during their own projects.• Developed services estimates and related assumptions documentation for prospective clients, as well as existing clients requesting assistance with new solution deployments.Achievements:• Successfully managed and guided ECM projects to completion for over 20 customers.• Revised and maintained best-practice documentation collected from all implementation teams experiences during installations. These documents were often provided to customers allowing for faster implementations by eliminating confusion and providing a reference guide for all parties.