Patrick Mclaughlin Email & Phone Number

Portland, Or, Us

Responsible for the development, execution, and health of CareOregon’s information systems support services. Focused on aligning IS resources to CareOregon’s strategic and operational goals, developing roadmaps, vendor management, and active engagement with department leaders across the enterprise. Primary duties include strategic, technical, and operational planning and oversight, as well as resource, relationship, and people management. Responsible for the development of strategic plans for IT Service Management teams, processes, and tools as well as application support services.

Tucson, Az, Us

Responsibilities: Owned comprehensive oversight of all IT service desk operations, consistently achieving and surpassing defined KPIs and elevating customer service standards. Drove the performance of the team leaders for the United States and Philippines based Information Technology Service Desk, Tucson Warehouse, and Client Support to ensure successful delivery against defined goals. Identified and delivered strategic projects supporting the organization’s scalability and efficiency goals. Presented to Executive leadership on department metrics and strategic initiatives.Key Accomplishments:● Led department to dramatic improvements in all Key Performance Indicators including a 25% reduction in response time and a 20% reduction in handle time while maintaining 90%+ QA.● Oversaw the build out and staffing of Philippines Information Technology Services teams and physical move to Manila office.● Improved vendor management by adding new vendors and renegotiating contracts to dramatically reduce costs for the company in key areas of hardware procurement / retrieval and domestic / international shipping.● Redesigned Service Desk processes for efficiency gains. Collaborated with other company leaders to minimize agent downtime. Added offshore level-zero resources and processes leading to improved first call resolution rates.

Tucson, Az, Us

Responsibilities: Overall responsibility for all labor revenue. Led the services delivery department for Managed IT Services Provider for small to mid-sized businesses in southern Arizona. Areas of ownership include IT support, network operations center, project and professional services delivery, sales engineering, and services administrative team. Facilitated organizational leadership meetings. Worked with product management and sales to create and deliver new services.Key Accomplishments:● Led department through global pandemic while maintaining profitability● Oversaw and delivered key operational improvements including the implementation of client documentation system, and redesign of sales engineering and client business review processes● Reorganization of IT support into client centric teams● Expansion of network operations center (NOC)● Created executive and operational dashboards to monitor services delivery

Tucson, Az, Us

Responsibilities: Designed systems, organized and managed initiatives, and led teams to successfully achieve company goals with a focus on technology and process. This included data analyses and reporting, new customer implementations, and projects related to operational and financial efficiency.Key Accomplishments:● Implemented multiple new technology solutions including:1 Core systems migrated and enhanced to cloud solutions2 New backend database infrastructure3 Moved company to new Microsoft Tools including Teams and OneNote4 Enhanced Avaya telephone infrastructure5 Electronic faxing solution● Led company wide technology transformation initiative encompassing data analyses and reporting, new customer implementations, and projects related to operational and financial efficiency.● Launched and led ongoing process improvements program and sub-projects● Implemented technical customer onboarding to greatly expand the current company portfolio● Built and enhanced vendor relationships including IT networking and infrastructure support

Us

Key Accomplishments:Provided strategic IT guidance in Health Information Exchange, Population Health Management and Care Coordination. Spearheaded key initiatives on Business Intelligence, Electronic Health Record and BizTalk Server Integration. Ensured quality and performance standards were met or exceeded.● Led information systems and technology teams including accuracy and security of systems● Responsible for contract negotiation and the growing of relationships with funding agencies, vendors, and clients● Negotiated, approved and managed major IT contracts with vendors● Acted as the HIPAA Security Officer

Uk, Europe, North America And India, Gb

Key Accomplishments:Reorganized the department to reduce cost structure. Increased operational revenue growth by 30% over three years. Responsible for driving $20M revenue annually.● Led teams of service professionals implementation/customization of diagnostic products and solutions in the United Kingdom, Middle East and United States● Directed community connectivity initiative for design and sales of solutions integrating ambulatory and acute EHR data● Managed 40 person R&D team in producing interface between Misys diagnostic systems and vendor systems

Dublin 2, Ie

Key Accomplishments:Led quality delivery of over $5M in annual consulting revenue in new and existing business for major health plans. Built and mentored teams of consultants with varied skills and expertise.● Manager over health insurance projects● Lead significant efforts key operational areas: Claims, Provider Network Management, Membership Account Services● Responsible for business development, client relationship management and project delivery

Phoenix, Arizona, Us

Key Accomplishments:Designed and implemented the Physical Inventory process on SAP Retail ERP.● Team merchandising lead for production managing a team of analysts and developers● Drove business stakeholders to establish specifications and enhancements● Designed data conversion interfaces and user protocols for the transfer of data between legacy systems and SAP

Dublin 2, Ie

Key Accomplishments:Executed gap analyses for multiple system conversions. Designed, coded and tested custom system design enhancements.● Developed functional designs and technical specifications for use by application developers● Supervised a team of application programmers providing production support● Analyzed and developed procedures to transfer client business functionality from separate systems onto a packaged system