A working manager who coordinates Interface Engineer,IE, and Solutions Engineer,SE, resources to meet project needs and deadlines. Mentor IE and SE resources on Care Logistics processes, system requirements and obtaining needed information to complete designs and implementations. Develop process guides, work directly with customers and internal resources to support process needs, design and code interfaces between existing customer systems and purchased Care Logistics products and services.

Responsible for supporting customer acquisition process, supporting the client fulfillment process, and providing product management support in collaboration with multiple internal teams. Supports client transformation engagements post contract from the current state through future the state process. Works directly with customers to collect details of current processes, transition details to various teams and to define an integration plan between current hospital systems and Care Logistics. Works with Transition Engineers, Interface Engineers, Project Managers and Application Specialist to define and establish future state processes to meet organizational goals and establish a logistical control system which dramatically improves patient care and throughput.

Led the HzERM Support team remaining as the final team member asked to bring the product to closure while also acting as Team Lead for Bolt-on/Add-on Revenue Cycle products. Kept teams focused on organization goals and customer satisfaction. Worked with varying groups across the company to define cross departmental processes. Partnered with development and DBA resources to identify, document and test resolutions to software issues. Assisted in coordinating resources and efforts to reach high profile deadlines and goals.• Led the support, development and consulting team resources in the shutdown of business operations by taking on project manager tasks, providing support and transition services and providing status reports to upper management• Utilized skills learned during HzERM shut down to reduce management manual efforts by creating Business Objects reports to evaluating support metrics, and ICD-10 knowledgebase progress and opportunities• Worked with management by participating in resolving critical issues, providing early warnings of risks and participating in project updates

Worked directly with initial customers educating on the merge process and completed internal testing including data validation as well as direct customer testing sessions with validation of McKesson and 3rd party results.• Took over ownership of Patient Merge Process working with DBAs, Development and QA teams• Picked up functional DBA skill using SQL to fill internal resource gaps

An original member of the support team and participated in establishing early guidelines and projections for the needed resources, skills and tools to provide direct customer support of a new product line. Traveled onsite and work directly with customers in processing test scripts and documenting results. Assisted services and QA teams by providing scripted and destructive testing. Worked with developers to understand and reproduce unexpected results and document them using STAR Team.• Worked with corporate knowledge team to implement a new knowledge base system. Outlining the department’s needs and determining an outline for future business units to follow• Designed and documented methods for automating data collection from internal systems and producing metrics and management reports to reduce manual efforts

Identified and determined resolutions for customer reported challenges related to Patient Processing, Navigator, and MSE to CITRIX relation issues. Partnered with high profile customers to resolve critical impact issues. Met with development to define and design customer needs for future software releases. Assisted Development and QA teams by reviewing and testing Application Management and Navigator software designs and changes.• Coordinated efforts across product teams and business units to provide cohesive customer responses• Reduced incoming reported issues by educating internal and external customers on Access Management and Navigator functionality

As part of the organizations efforts to obtain CMM Level II certification, obtained a newly defined STAR SQA development role. Designed and implemented the STAR development and support Service Level Agreement (SLA).• Led a cross-functional effort to document and flow-chart policies, processes and procedures in the development lifecycle• Negotiated across 17 separate product areas to define consistent processes and procedures; took initiative to revise outdated process documentation; audited key development projects for CMM II compliance to documented processes and procedures

Developed and supported STAR Payroll software and its customers. Worked directly with customers and third party vendors to deliver issue resolutions. Promoted in position.• Reduced repeated efforts to locate materials and information by establishing a new hire training book• Identified process gaps and defined and documented remediation actions, documentation and training • Participated in the design, development and testing of enhancements, defects and regulatory projects

Supported and maintained commercial banking software packages.