• Technical Support 3,500 employees and non-employees• IT Command Center 24/7/365• Corporate Services Software Engineering – Workday, ServiceNow, Appian, PeopleSoft, IT Service Management (Release,Change,Problem,Request, Incident)• Enterprise Monitoring (Dynatrace APM, SCOM)• Product and Service transformation• Financial Management• Established Live Site practice• Responsible to define platform tactical and strategic roadmap• Cost center Management

Lead and develop a high performing IT Applications team of Scrum Masters, Analysts, Software Development and Test Engineers Work closely with Product Development, Sales and Marketing business capabilities and IT Infrastructure, ITSM, and Architecture to deliver resultsUnderstand the Product Development, Sales and Marketing business and ensure our delivery team enhancements to Microsoft Dynamics, Oracle Siebel, and Middleware are aligned to the strategy and prioritiesEstablish, coordinate and drive transformational learning in team to guide employees through our IT agile transformationRecruit, retain, and hire high performing employees that seek to understand our business strategies and priorities, and work together across teams and functional areas to deliver technology that adds valueDevelop and foster cross-functional relationships to understand and be engaged in the transformation at our company at both the iterative and strategic levelsContinually learn and expand my knowledge of compassionate leadership, transparent cost and value of our delivery, and changes in software development practices, agile practices, and the future of healthcare insurance work

Recruited, retained and hired high performing leaders that understood Operations strategies and health insurance industry standards, and delivered business processes and vendor systems that delivered results.Developed and maintained professional relationships throughout Operations that helped business partners meet their short and long-term goals.Drove performance management of vendor partners with quarterly business reviews that measured against Operations goals and strategies.Partnered with vendors to influence system roadmaps and support expectations aligned with Operations goals.Managed system quality, responsiveness and drove changes based on business capabilities: provider data management, claims custom and national pricing, business process management, and business content management.

Led and developed a high performing team of systems analysts responsible to implement industry pricing, business process management, and provider data management systemsServed as the escalation point for production issues of the core claims processing, enrollment, billing and payment systemsRecognized expert in managing employee and team-based transformations sought-after mentor for leaders charged with evolving how employees showed up, worked together, and continually learned

Led and developed a high performing team of Auditors and Analysts responsible to deliver the Blue Cross and Blue Shield Association BCBSA audit programsSupported and facilitated external audit firms to conduct external audits for key groups/employers seeking oversight of Operations performance guaranteesImproved quality, responsiveness, and key metrics through consultation with business partners based on patterns identified in quality and timeliness