- Built the new Customer Care Department by hiring, training, and supporting the newest employees- Assisted with the Salesforce CRM system by building articles in the Knowledge Base and prepared Templates to assist in answering reoccurring client questions-Worked closed ly Project Managers and Programmers to identify/answer client needs, issues, and product functionality

• Maintained the daily analysis and maintenance of 18 active interfaces• Planned pre and post-implementation for new interface set up with a variety of vendors and clients• Coordinated with appropriate personnel including internal and external parties to proactively troubleshoot issues• Assisted the IT Department with daily operations including activating/deactivating staff, supporting workstation activity to include MacOS and Windows, and conducting general help desk responsibilities

• Monitored, analyzed, and ensured compliance with regulatory and accreditation agencies, while evaluating both current and impending standards• Conducted audits and participated in risk analysis, mitigation, and improvement of systems and processes

• Managed comprehensive monitoring, analysis, and improvement of quality and regulatory strategies throughout clinical laboratory services, overseeing 65 employees and 24/7/365 operations• Collaborated with management team and laboratory staff on regulatory compliance, planning, program development, patient safety, and communication initiatives• Maintained quality system responsibilities, including error management, change control, document control, and monthly quality indicator reporting• Supported LIS operations, validation of LIS hardware and software releases, and LIS training for new hires• Acted as an expert resource for IT projects and concerns involving laboratory, hospital, and/or vendors• Ensured quality and regulatory compliance of all LIS and computer operations, including CAP readiness• Directed successful migration of 400+ SOPPs from manual to electronic LIS, maintaining FDA compliance• Managed implementation of CheckPoint real-time monitoring system and new Siemens robotic line within the laboratory

• Facilitated LIS operations, ensuring quality and regulatory compliance of site-specific computer operations and LIS file maintenance• Developed standard operating procedures and policies (SOPPs) and reports

• Supported regulatory compliance, SOPP review, and quality management of clinical laboratory services in preparation for organization’s successful CAP inspection• Provided Sunquest support for Clinical and Research Laboratory • Wrote new and edited existing crystal reports for laboratory data harvesting

• Maintained total information systems management responsibility for this market-leading firm, supporting fast-paced 24/7 operations, 95 employees, and hundreds of highly complex tests in immunogenetics, infectious disease serology, molecular biology, and microbiology• Created IT infrastructure once the company moved to its new location • Managed LIS operations, fiscal oversight, and team leadership• Developed annual IT plan and budget in consultation with COO and corporate strategic plan• Designed and managed all QA acceptance testing and automated reporting• Provided Tier I/II help desk support for 95 laboratory information system users • Maintained information systems in highly regulated environment (CLIA, HIPAA, CAPA, FDA, ISO, & ASHI standards)• Managed interactions with internal and external clients, auditors from clients and accrediting agencies, and third-party vendors, providing development and support services (Aspyra, CH2MHill, SystemLink, and others)• Project managed multiple application design, deployment, and upgrade projects• Coordinated third-party vendors and in-house technical teams • Authored operating procedures for existing and newly introduced systems• Introduced Crystal Reports, now core element of company operations, deploying software and training personnel company-wide, enabling all departments to query the database and generate reports as needed• • Planned and launched laboratory information systems for two new regional offices and networks, including regulatory compliance and security measures• Administered company-wide training, documentation, and technical support• Maintained perfect record for regulatory compliance with zero nonconformance scores• Coordinated migrations from UNIX to Microsoft systems and from a proprietary database to SQL • Managed Client Solutions department for one year

• Managed full project life cycle for implementation of enterprise communication systems, from initial information gathering and project definition through testing and completion• Established and maintained relationships with corporate clients throughout Europe and the United States, consulting with and advising them about integrating technologies into business practices• Directed team of Implementation Analysts to ensure on-time, on-budget completion of projects• Supervised and trained staff, providing regular performance evaluations and coaching • Served as a technical resource for sales team, assisting with writing Statements of Work and closing sales• Managed multi-million-dollar, time-critical projects, effectively controlling costs and mitigating revenue losses for major communications service providers, including Qwest, Qwest Wireless, Verizon, Time Warner Cable, and Vodafone Portugal• Mentored 2 team members who were promoted to Project Manager and 2 others promoted to Senior Analyst

• Coordinated implementation of technology solutions for corporate clients, including custom installations of UNIX operating system, product software, and equipment according to business requirements and specifications• Planned, performed, and documented system acceptance testing• Provided clients with hands-on training, documentation, and ongoing support related to system upgrades, product changes, coding, and other technical issues• Researched support requests and delivered practical, effective solutions• Successfully implemented code requiring 98% accuracy for project completion

• Developed learning tools and resources and facilitated a wide range of group training for tellers, customer service representatives, and bankers• Produced self-study materials to sharpen employee understanding of bank practices• Developed programs to help managers explain, promote, and sell bank products• Established Loan School to provide in-depth training for banking professionals in loan processing and lending regulations

• Trained Personal Bankers across 3-state region in knowledge of bank products and investments, lending policies, regulatory compliance, sales, and operational procedures• Developed training programs for employees of 2 newly-acquired banks, integrating them into Wachovia operations and standards of performance• Managed portfolio of more than 2,000 customers, providing information about loans and bank products