• Partner with senior executives to co-create innovative solutions to complex business challenges and making recommendations • Led requirement gathering and Joint Application Development (JAD) sessions for Military Health System (MHS) software migrations, effectively capturing both business and technical needs. • Guided Agile development teams through backlog refinement, sprint planning, and retrospectives to align product features with business goals. • Developed user stories, process flows, and mock-ups for product development, enhancing stakeholder collaboration and improving workflow efficiency. • Direct the update of enterprise architectural designs per LOBs with the Veterans Affairs (VA), contributing to the delivery of 80 projects and generating $975K in product value. • Automated reporting systems in JIRA, managing 1,000+ active tickets and improving project monitoring during AWS cloud migration. • Achieved a successful Go-Live migration of healthcare systems to Oracle upgrade for over 10,000 employees, modernizing customer finance infrastructureby leading planning, development, and release of adoption materials • Collaborate and develop robust change plan and training materials with a team for multiple healthcare agencies (HHS and VA clients) Additional Achievements: • Conducted gap analyses to ensure HIPAA compliance and enhance medical record systems, improving data security standards by 15% for Pittsburgh Dept of Health.

• Traveled to a variety of federal client sites to provide on-site change management during “Go-Live Support” triaging issues and re-enforced technology best practices • Delivered end-user training for 500+ healthcare professionals on Cerner EHR software RevenueCycle.exe (MHS GENESIS), with a focus on scheduling, registration, and billing processes• Captured lessons learned to modify educational course contents to address current solution design features, functions, and workflows in accordance with the client’s necessities that improve business efficiency and performance• Identified, mitigated risks and escalated unresolved issues to the appropriate channels, communicate incident progressand resolution• Mentored 18+ new associates, providing support and guidance for system usage and process improvements• Achieved company recognition of “Cerner Bravo” (Sept. 2021) in the category of Commit & Deliver

• Gathered and reviewed literature articles (qualitative and quantitative) on adapting businesses to the safest health standard during COVID-19 and educated 50% of variety of industries in the city of Washington, DC virtually• Led and orchestrated a team of 5+ interns to create and document an integrated early-research and development of project training contents digitally for movie industries in Hollywood

• Directed a team of 150+ staff by training and mentoring them to decrease help desk tickets• Increased success rate 20% of using the site through delivering employee guidance/training• Accomplished 100% adoption via leading change management activities for 150+ staff

• Conducted data entry and technical support for students. Researched, diagnosed, troubleshooted and identified solutions to resolve system issues, including account setup and hardware configuration• Provided hardware and software support by utilizing both wired and wireless networks to ensure each device (mobile devices, desktops, windows operating systems) was fully functional • Generated and maintained records of contacts and system problem/resolution logs in the database• Earned a reputation for genuine desire to provide outstanding customer service to callers and staff with patience