VitalTechVitalTech is a vendor of fully integrated digital health and telehealth systems, and of smart biomedical wearables that provide real-time remote patient monitoring. The company offers a comprehensive system that includes a suite of services to keep all relevant parties – the care providers, patient and family members – involved in patient care through its online portal, wearable technology and mobile apps.The connected-care platform, VitalCare, enables health systems, skilled nursing facilities, home-health providers, physicians and senior living facilities to streamline workflows in a way designed to improve health outcomes, increase patient safety and lower the cost of care. VitalTech’s biosensors integrate seamlessly into its suite of mobile devices and software, which are designed to increase patient engagement and compliance.With telehealth use increasing across the globe to stop the spread of COVID-19, physicians and patients can connect through VitalCare’s platform to video-chat, call or message one another. Additionally, physicians can triage care and monitor patients’ self-reported vitals, nutrition and medication intake. In times like these it’s also important to check in and stay connected with loved ones. VitalCare’s Family Connect App allows family members to monitor falls, view vitals, send messages and set medication reminders from any smart device.VitalTech’s mission is to develop and support emerging health technologies through integrated software platforms. Advanced biometric wearables, real-time data collection and advanced analytics provide actionable data to users and their care teams that are monitored and shared remotely. Through this integrated technology and shared care, VitalTech works to improve patient outcomes, lower overall costs and enhance quality of life and care of patients across the care continuum.

Conduct initial training of Field Enumerators.Manage a team of Field Enumerators to conduct daily operations. Communicate daily with various internal staff such as Area Manages, other FCS staff, and staff in the Regional Census Center (RCC).Ensure the quality and quantity of work produced is monitored and controlled to meet rigid schedules.Responsible for continuous review and analysis of cost, performance and progress reports; makes critical decisions to meet deadlines and to control spending.Provide direction, leadership and coordination of property management activities.Provide oversight and guidance to maximize the useful lifecycle of personal property including acquisition, receipt, utilization and disposal.

Provide PC refresh and infrastructure configuration for small-sized businesses and individuals.Provide wireless and LAN consulting.Provide training to individuals for Office365 products.Laptop repairs and upgrades.

• Manage internal training management tool of 4,500+ member user base, including increased compliance. Development and Project Management for continuous improvement, developed content, course tracking and training documentation for multiple business units and employee roles. • Administer security, users, and roles within the tool. Project managed all system development via a SLDC process and project managed implementations. • Acted as a BU Single Point of Contact (SPOC) for Knowledge Management best practices. Work collaboratively across multiple business units in identifying risks and opportunities in regards to Incident, Change & Problem Management.• Knowledge management and Service Management best practices. Communicate clearly and effectively with all levels of management and non-management, both internal and external. • Acted as business consulting and liaison role, working closely with cross-functional groups including Senior Management, Field Services, Marketing, Cloud Technology Services, Corporate Shared Services, Desktop Support, and HR to deliver timely reporting focusing on accurate and actionable business information. Extensive Ad Hoc reporting using SQL and Excel pivot tables.• Ensure compliance to corporate policies and procedures. Managed CRM data analysis and reporting to develop KPI metrics for continual service improvement, ad-hoc management reporting and executive projects as required.• Worked with Problem Management on Root Cause Analysis to develop Knowledge articles.• Attended operations calls for Incident, Problem and Change management to gather, identify, classify and disseminate new knowledge as defined by role. • Participated in Quarterly Business Reviews (QBR’s) with client executives and senior management.

ITIL Major Incident Cordinator

* Provided operational support to a 380 seat Contact Center handling 3.3 million contacts per year.* Communicate with internal partners ( IT, Telecomm, Remedy CRM, DB systems) to identify and resolve issues related to Contact Center support activities. Cross functional communications with departments to develop processes and procedures to maintain optimal system availability. * Project management for Verint Impact 360 product upgrade. Managed external vendors to develop project plans; implementation, installation, resource availability, troubleshooting, hardware, upgrades and training.* Escalation on call duties and follow through on all reported issues to resolution.

* Managed a team of 35 Support Center Analysts (24x7) to coordinate the daily operations of the Store Support center with 8 to 10 direct reports. Monitor ACD call volume and re-allocate resources during peak periods. Rotating Escalation On Call duties (Blackberry). 24 x 7 availability and remote access. * Foster relationships and manage account contracts with various IT Support vendors. (IBM, HP, Spartan, McBride) Holding vendors accountable to Service Level Agreements.* Perform and maintain agent evaluations, scheduling, Employee Development Action Plans, corrective action documentation, Weekly Team (analyst) meetings, daily/monthly/quarterly reports, mentoring and career-pathing analysts and supporting managers. This included interviewing and hiring responsibilities.* Perform trend analysis of PeopleSoft CRM database to recommend process improvements or training for end users, Help Desk agents, or callers.

* Maintain daily metrics for call queues, reporting and attendance and schedule adherence for a staff of 18 to 24 agents with 6 to 8 direct reports. Monitor attendance, scheduling, productivity reports, agent reviews, corrective action documentation, interviewing and employee selection. * Develop, execute, maintain and improve various Crystal and Excel operations reports, Call Arrival reports, and other ad hoc reports as needed. Creating and maintaining databases in Microsoft Excel and Access. * Creation of Policy and Procedure for the Helpdesk. Develop staff by providing feedback, coaching and direction. Completed various projects as directed by Helpdesk Director or the IT Vice President. * Rotating Escalation On call duties. 24 x 7 availability and remote access via VPN and laptop. * Additional duties include; monitoring Lucent canvases to maintain Average/ACW/AUX, daily Administration and maintenance of the Witness call recording system.

Provide a high level of professional, competent support to customers and supervision for up to 40 agents. Customer Service responsibilities include, escalation process and resolved escalation process using a Remedy tool. Top level contact in escalation path for customer issues. Maintain clear communication with remote client. Administer daily quality control for agents, including feedback, through NICE, Remedy, CSD and Access tools. Assist agents with the best methods to increase productivity through the use of desktop shortcuts, tools, and general familiarity with the processes, and programs. Duties include; monitoring Aspect canvases to maintain AHT/Idle/Wrap, creating and maintaining Aspect Call Control Table's, bi-weekly payroll, daily attendance, scheduling, productivity reports, yearly agent evaluations, corrective action documentation, Monthly Team meetings, daily flash reports, mentoring and career pathing agents, and preparation of Quarterly Business Reviews.