Coordinate IS Project Implementations for the Ambulatory EMR team

Manage a team of 11 Engineers to provide high level support to CAC Enterprise and Professional Clients. Providing new goals and training which lead to a team increase of productivity of 15%. Created a new defect remediation process resulting in reduced defect SLA’s and turnaround time and an overall reduction of the defect backlog by 50% within 3 months of implementation. Streamlined the Support Ticketing process and created new standard templates that were pushed out to all Optum360 product lines. Product Owner of the internal CAC Configuration tool, working with Engineers and the end users to gather requirements, write User Stories, and create the Product Road Map. Manage and prioritize project tasks done by the Implementation Engineering team. Act as the technical liaison between Engineering and Implementation teams. Coordinate internal tool testing. Work with Product Management to write and prioritize product defects. Act as the Technical Project Lead on upgrade projects.

Worked with Project Management, Client Support, and Software Engineering to analyze customer data and design creative solutions for their interfaces. Coordinated User Acceptance Testing between various departments; writing test cases, assigning tasks, and reporting defects on new software releases. Responsible for the development and maintenance of Perl, XML/XSL, and JavaScript applications and an in-house expert system rule engine used to customize a Natural Language Processing (NLP) system

Provided ongoing Customer Support including: troubleshooting technical issues, installing and updating software, creating and updating technical specifications, research and data analysis, and training customers on how to use the Actus Suite of Software

Provided store leadership during closing shifts