• Responsible for leading Incident Management EMR support operations for Pharmacy Inpatient, Pharmacy Outpatient, RxStation, Pharmacy Soarian, Retail Pharmacy, and Point of Care application solutions. This includes three Cerner technical platforms, across two business units, for over 1,000 clients. Operations involve over 70 associates, in 6 different countries, providing support 24 hours a day, 365 days a year• Accountable for and driving core KPIs, such as transactional client satisfaction, SLA’s, client escalations, responsiveness and communication goals, team and individual support ticket productivity, and problem managementProjects• Incident Management process owner for Cerner Support Services Responsible for the creation, maintenance, and auditing of internal work instructions Annually represent incident management in internal and external ISO and MDSAP audits • Ticket audit process owner Have over twelve years of ticket auditing experience for Cerner Support Services Responsible for ensuring audits are completed monthly across the organization and reporting quarterly results to executive leadership Identified opportunities and trends for process/documentation improvement and coordinated with leadership to drive education• Led a 2018 year-long project with every support enterprise group to consolidate existing audit processes, tools, and reporting into one Cerner Support Services audit

Support Manager for Emergency Medicine, MPages and Pharmacy application supportProject• Represented Incident Management in transitioning ticketing system from Siebel ITSM to Remedy, which aligned with ITIL services and flow. One of the largest support project undertakings in Cerner’s history, impacting over 3,000 associates.o I was responsible for initially learning the system and leading train the trainer sessionso Provided system and load testingo Worked with Service Management to development Incident Management work instructionso Redesigned ticket audits to conform to new tools and processeso Reported audit compliance and opportunities to leadershipo Converted knowledge base articles to the new system for my solutions.

Senior Support Team Lead for Cerner Emergency Medicine, Perioperative, and Supply Chain application support

Support Team Lead for Cerner Emergency Medicine support

Technical Solution Analyst, specializing in Millennium Emergency Medicine and Pharmacy Inpatient

Technical Solution Analyst, specializing in Millennium FirstNet