Program Management:• Directed version upgrade efforts for the Acuitas application.• Developed and coordinated strategy across multiple IT groups for Acuitas’ switch to Edge browser upon retirement of Internet Explorer, allowing the POS application to remain functional upon retirement of I.E.Operational Support:• Provided training to staff on use of regional POS systems.• Produced Point of Sales application troubleshooting guides and enhancement job aids for support staff and support job aids for end users, reducing average issue resolution time.• Provided level 2 and 3 support for Acuitas and iPayment applications, Washington region’s Point of Sales (POS) applications.• Conducted customer outreach, collaborated with multiple departments and analyzed ticket data to diagnose root causes of issues, resulting in elimination of a significant issue backlog.

Program Management:• Devised trainer evaluation process for the Health Plan division, driving consistency across division training.• Delivered professional development seminars to enhance trainer skillset, leading to a significant increase in training evaluation scores.• Conducted root cause analysis, stakeholder interviews, and focus groups to identify process gaps and develop recommendations, leading to increased process efficiency and effectiveness.• Conducted business-needs analysis to determine training curriculum and client-side solution development.• Coordinated cross-functional curriculum with other training departments.• Co-directed Health Plan division’s online Learning Academy, reducing onboarding needed for new hires and enhancing staff currency as apps and workflows evolved.• Co-developed and co-conducted usability studies for Digital Services projects and prepared leadership summaries and recommendations.• Member of 3-person team maintaining the Washington region’s SharePoint and web-based intranet, including departmental consultation and development to enhance the use of the intranet to support workflows and processes. Design and development:• Collaborated on enterprise web-based training design standards that increased training curriculum consistency and reduced the average time for new e-course approval and publication.• Used Adobe Dreamweaver and Captivate to create asynchronous online courses.• Co-developed online leave request solution for Washington medical group using PowerApps, Power Automate and SharePoint that streamlined the review and approval process.• Developed automated evaluation request and tracking system for Ergonomics department using PowerApps, Power Automate and SharePoint• Used HTML, JavaScript, and jQuery to build, customize and enhance department SharePoint sites to leverage the intranet to support work activities.• Authored numerous job aids and guides to support adoption of new tools and solutions.

Program Management:• Participated in redesign of City University MBA degree. • Oversaw implementation of 35 new classes as part of comprehensive Computer Systems degree program redesign. • Co-designed Computer Systems Department accreditation strategy.Personnel Supervision:• Managed Computer Systems Sr. Faculty• Managed class assignments (36 – 40 instructors per quarter). • Refined CS faculty hiring process in consultation with Human Resources Division.

Training Design and Implementation:• Conducted needs assessment of technical trainer skill-set. • Designed and implemented internal training curriculum for new training consultants. • Installed networks and internet connectivity in library buildings.• Conducted library staff training on system administration of the new computers and networks.