• Subject matter expert and technical resource to internal and external customers with my main focus on Caresphere WS.• Use of Sysmex Tools (Veeva, Sysmex Connect, SAP) and proper Outlook/Teams communication in accordance with Sysmex Policies.• Atlassian Suite Navigation - includes creating pages/documents/macros/DrawlO/Jira status/project types/pulling reports.• Adhere to our Product Development and Design Process and assist with deliverables for product releases.• Confluence management and maintain customer forms, calls, legal documents, and etc.• Provide prompt, factual, and succinct responses to customers (internal/external) in both written and verbal format by linking concepts together and using available resources.• Accuratlely complete Customer provided Technical/Security forms in a timely manner• Redline and comment on Customer legal documentation to protect Sysmex assets and articulate what Subscription Services Sysmex can comply with.• Consult with customers on project timelines, and resources of how Caresphere WS is integrated into their environment.• Provide summaries about how HITRUST compliance is maintained for Caresphere WS subscription services.• Documentation drafting and review of manuals and procedures (creation/redlines).• Consult with the sales organization about Carephsere WS and present to external customers the benefits of middleware.• Consult with customers regarding IT related topics. (VM's, Networking, Incident management, Change Control, Business Continuity)

• Delivered detailed and concise directives to team members and worked closely with organizational managers to facilitate project success.• Used SmartSheet to track and monitor vendor performance and progress against goals.• Utilized Smartsheet to develop project deliverables that report to executive leadership.• Maintained project schedule by monitoring project progress, coordinating activities and resolving problems.• Interacted with clients to interpret needs and requirements.• Supervised installation of materials and equipment for compliance with drawings and specifications.• Coordinated construction planning, material resources and staff scheduling to achieve on-time, under-budget completion of projects.• Modified and approved technical documentation according to customer specifications.• Developed, coordinated, and monitored production tasks.• Managed and planned continuous improvement programs to reduce labor and costs.• Determined project responsibilities by identifying and assigning personnel to project phases and elements.• Managed vendor relations and contracts through strategic partnerships which saved costs and delivered premium contract pricing.

• Created and developed newly formed 2nd level support organization for Roche Diagnostics Services.• Coordinated and monitored inbound and outgoing support calls, keeping abreast of delays and other issues.• Implemented on-the-job training activities to cross-train employees on various tasks.• Identified opportunities to reduce cost and improve productivity.• Managed departmental scheduling to maintain proper staffing for shifts.• Created and enforced policies and procedures for entire support team.• Directed investigations to verify and resolve customer IT complaints.• Generated reports and updated files and documentation.• Led team of 30-40 support representatives in a remote customer contact center.• Created and deployed new hire training initiatives.• Established continuous improvement initiatives to achieve KPIs.• Provided company users with tech support for IT problems and account maintenance.• Evaluated organization's technology to recommend upgrades for hardware and software.• Procured IT resources for strategic and operational computing requirements.• Reviewed and approved project plans prior to implementation.• Lifecycle management of middleware • Assigned projects to team members to meet FDA timelines.

• Managed full project lifecycles beginning at inception and ending with customer-facing deployments.• Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements and timeframe estimates.• Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.• Defined communication and monitoring policies and worked collaboratively to publish status reports and stakeholder updates.• Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.• Arranged ongoing technical training classes for staff members.• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.

● Responsible for meeting and exceeding middleware system placement and total revenue goals in all assigned targeted geographic territories in the Midwest Region – that include 13 states ● Achieved over 100% of target sales in the Midwest Region with responsibility for the Medical IT Sales of customers and support of the field team in areas related to the laboratory and hospital IT infrastructure. ● Foster a collaborative environment at the direction of the Regional Business Manager and Area Business Director.● Collaboration with the Laboratory Process Consultants and Strategic and Key Account Specialists to drive sales initiatives. ● Provided prompt, accurate subject matter expertise to the Centralized Diagnostics and Molecular Diagnostics Sales Team.● Utilize competitive, customer, and product knowledge to aid Field Sales in proving competitive barriers to market penetration by positioning Roche Diagnostic’s solutions.● Aid customers in achieving defined business/technical and personal goals.● Deliver tailored IT presentations specific to customer needs to aid in closing sales contracts.