Manage the hospital’s IT infrastructure including computer hardware/software, peripherals, data processing, servers, network components, telephony and communications systems, and data security. Coordinate new user access and manage IT projects. Lead technical support by reviewing outstanding tickets, strategizing system redundancy, identifying priority, and planning workflow to resolve tickets. Monitor database, analyze data, present results, and suggest KPIs via the incident reporting system.Led in migration from Evident (CPSI) Thrive EHR to Healthland Centriq EHR system.Implemented a work order ticketing system to track and resolve maintenance, technical issues, and housekeeping.Overhauled the hospital’s IT security policies, procedures, and information security processes.Led project to migrate the legacy analog phone system (POTS) to a hosted VoIP digital PBX; reduced costs by 50%.Met and exceeded KPI and goals by improving short and long term IT processes.Ensure 100% reliability of the IT infrastructure as a 24x7 on-call employee.Based on cost analysis, replaced outdated/out-of-warranty printers and negotiated with vendors to reduce costs by 75%.Created Technology How-to-Guides to assist 140+ end users in operating systems and resolve common issues.Selected by CEO to serve on Executive Leadership Council based on outstanding leadership and engagement; recognized as an invaluable asset to C-level leadershipServed as the Council Leader of the Team Ten Teammate Engagement Council.

Provided direct support and technical assistance in IT infrastructure matters, security, application, and system/device issues. Diagnosed and resolved technology issues and escalated problems to vendors and fellow hospital IT staff to reach resolution. Established and maintained positive and effective communications with customers, IT specialists, and vendors.Achieved optimal network performance; monitored, analyzed, configured, troubleshot, and escalated network issues.Maintained network security by overseeing network access, establishing controls, and maintaining technical documentation.

Provided technical support in setup and configuration of AT&T U-Verse family of products (Internet, VoIP, and TV) via a call center environment. Determined the level of support and evaluated when to send new equipment or dispatch field technicians.Troubleshot and resolved customer issues related to connectivity and level of service; documented all customer actions.Promoted to Trainer to improve efficiency and productivity of new and existing agents.Acted as a team player; consistently supported other team members and met/exceeded performance metrics.

Delivered world-class customer service and maintained lasting relationships with customers. Marketed and sold banking products and services including checking/savings accounts, investment accounts, and loans. Analyzed the internal client database to create marketing lists to drive new business development and revenue opportunities.Resolved customer issues; engaged customers to understand financial need and provided thoughtful solutions.Successfully managed a client portfolio of 300+ clients through relationship building and networking.Recognized as an Online Banking subject matter expert (SME); educated customers on online banking navigation via in-person and telephone communications.Built partnerships with Financial Advisors, Mortgage Bankers, and Business Relationship Managers to connect customers with experts to deliver specialized financial needs.Promoted from Personal Banker to Small Business Specialist based on unique ability to attract new business clients.Served on the Branch Management Team; analyzed monthly/annual P&L and created action plans to drive branch growth.Consistently achieved Top Incentive-Earning PB/SBS in the state of Arizona.

Served as a strategic partner to the center operations. Served as a liaison between the client and the company as a Massage Therapist and Business Development & Marketing Leader. Supervised and coordinated workflow for a team of therapists for the Chair Massage Marketing Program.Developed and implemented strategic local marketing plans for the integrative healthcare clinic’s wellness program.Targeted local businesses to improve brand visibility and communicate introductory promotions; successfully drove new business and a retentive clientele.Collaborated with operations leaders to ensure effective delivery of marketing programs to support first-time guest experiences, membership retention, grand openings, and community events.