360 Cloud Solutions is a leading consulting firm that has helped hundreds of companies grow through the strategic and expert implementation of cloud-based software solutions for business management, forecasting and budgeting, and subscription billing automation. From licensing to integration, services and ongoing support, we do it all. - Collaborate with Client Engagement Managers in their customer communications- Maintain NetSuite client records to reflect upsell and contract renewal transactions- Liaise with NetSuite representatives on customer needs, track and reconcile revenue- Maintain sales documents, NetSuite documents, contracts, reports and other supporting records for sales conducted and pending- Created quarterly client delight surveys and emails to take the pulse of the client base- Coordinate and manage client visits, training sessions, open houses, management and company meetings, partner events, and other activities held at the Xperience Center- Work with Executive Management, Sales, Consulting, Marketing to schedule and promote activities held in the Xperience Center- Manage and maintain the tech within the Xperience Center- Served as front line IT point person for laptops and software launches- Communicate with NetSuite and other partners on contract-related functions, progress, or issues- Maintain relationships with 3rd party vendors through monthly cadence calls- Provide reports to clients and 360 Management on sales and contract related status- Manage Confluence or ClickUp pages to keep up to date with most recent client engagement team operating procedures - Build customer communication templates

Contracted to Hill-Rom*Worked on the remote services team managing nursing consultation software upgrade/migration projects.*Responsible for planning, coordination, documentation, customer communication, and execution of updating customers to the newest version of software.*Communicate project status and action plans for multiple, concurrent projects.*Proactively identify, communicate, and resolve customer issues that threaten the success of the project both internally and at the customer site.*Used Smartsheets, Microsoft Teams

Contract position at AllscriptsJuly 2017 - November 2017February 2018 - April 2018August 2018 - October 2019Project Manager for high volume (125+) CEHRT 2015 implementation projects to meet the MACRA/MIPS regulatory obligations set by CMS for Medicare reimbursementWorked closely with doctors, practice staff, and internal teams to manage the upgrade, implementation, and install processes of healthcare applications in client environmentsTrained clients on understanding and adhering to the requirements needed to meet their regulatory obligations for MACRA in order to receive their Medicare reimbursementsCoordinated and scheduled resources necessary for successful completion of project deliverables and data submissionManaged budgets in order to recognize revenue as milestones and project tasks are completed, targeting 80% billabilityDocumented project tasks for reports to upper management and other stakeholders to track and properly forecast project statuses for business analysis.Used ServiceNow and Clarity CA PPM to document project tasks and communicate progress to teams and leadership.Facilitated regular calls with clients to monitor progress and set them up for success in maximizing their performance to get best incentive available

Contract position at Allscripts• Assisted sales executives with generating proposals, maximizing profitability in client deals• Liaison between sales, clients, other corporate departments ensuring compliance and timely completion of tasks• Collaborated with legal, operations, finance teams to assess potential liability and agree on acceptable terms• Escalated issues that could result in loss of revenue and not meeting revenue targets• Worked with subject matter experts throughout the quoting and contracting process, using Oracle• Gathered business and technical requirements and interpret needs

• Led successful technical analysis and resolution of cloud-based eProcurement and contract software application (SaaS) incidents• Contract Lifecycle Management (CLM) team representative for defect prioritization and resolution (tracked process with Jira)• Team Captain on CLM support engagement subset; ensured balanced workflow distribution, resource allocation sufficient to team requirements, quality assured all documentation and timely updates to client• Executive level updates to senior management on process and delivery effectiveness • Updated customer databases and application corrections using SQL scripting• Coordinated migration project for batch documents to Salesforce Knowledge base• Equipped support team with tools to troubleshoot issues• Equipped customers with tools to be more self-sufficient by finding answers before a case was needed• Authored transitioning and new hire training plan; Led continual updates of material to ensure information was current. Supported large client focus groups and team members with updated education materials• Supported multiple clients with creating and presenting training documentation; key speaker at annual conference• Knowledge manager, sustained CLM team website on Confluence; ensured current procedures/processes • Business Development, aided client’s business requirement shaping and methods to deliver and meet goals and improve customer experience• Performed Salesforce report management and designed email templates standardizing communications

• Trend and gap analysis; Identified and managed defects and improved product with enhancements• Team player; collaborated with cross functional teams focused on customer retention and expansion• Employee Engagement Council and Wellness Team; care for the business by care of the team members• Facilitated the launch of the knowledge base project which provided articles instructions for navigating the application with the purpose of tapering down the number of how-to cases• Created and maintained internal and external technical documents to aid in troubleshooting and shortening resolution time• Part of a project team that was tasked to work on more effective and efficient use of email that significantly reduced the volume of emails and made meetings more productive.

• Project liaison between Thomson Reuters and state agency NCED managing the NCHESS (North Carolina Hospital Emergency Surveillance System) project; Initiative between NCHA and NCDPH to monitor NC emergency instances in real time for early detection of outbreaks• Analyzed trends for mobile/PDA devices and smartphones, managed client upgrade efforts, identified process and product improvement and tested releases to validate product corrections met client requirements• Diagnosed and resolved customer issues with skills demonstrated on multiple tools (SQL, Oracle, remote access utilities); provided 24/7 support and managed issue resolution using (SalesLogix, SalesForce) Team Lead (March 2006 – July 2011)• Mentored junior teammates, steered team development, served as 2nd level support/escalation• Prioritized and evaluated issues for proper resolution and quality customer support• Collaborated with manager to create and examine business processes, customer relations, and internal procedures providing input for improvements and changes• Developed and delivered training for new hires• Delivered remote and on-site client training, supported end-user through customized documentation development and delivery• Collaborated across departments on product and process improvements, quality assurance, defect resolution, defined and maintained knowledge base of technical documents; Led the knowledge base update project ensuring on-time delivery• Parsed HL7 messages and tested interfaces to ensure data flowed between the HIS and clinical software

Resolved client support needs in a high-volume call center; analyzed and gathered data for troubleshooting and communicated resolutions. Supported client training on application use.

• Partnered with CTU Manager on marketing strategies and tasks regarding the launch of online learning venture.• Researched and provided feedback on new programs and potential areas of expansion.• Advised prospective students on career paths and courses and trained career professionals on various software programs

• Collaborated with subject matter experts to determine necessary training course content, designed and developed course content and training materials and evaluated the training program effectiveness• In a training/lab environment; configured, cabled and troubleshot complex networks; trained field engineers to install, configure, and troubleshoot components of network solutions• Developed instructor setup guides and technical documentation supporting developed courses

• Team Leader, supervised technical team• Developed relationships with customers and vendors both domestic and international.• Benchmarked new hire documentation and training

• Led support for new site/customer implementations, integrated life cycle management• Partnered with customers and vendors in installation of equipment and restoration of network connectivity• Single Point of Contact supporting multiple customer networks (1 international)• Created standard operating procedures, customer support documentation, and training manuals• Facilitated weekly meetings and conference calls; provided progress reports on network performance• Selected by Vice President to develop Employee Trend Presentation; significantly increased employee engagement with record participation on annual survey completion

• Taught software to Naval Aviation Depot personnel at Cherry Point Marine Corps Air Station• Taught software for Continuing Education and Curriculum classes to adult learners

Developed complex technical publications and other documents using government specifications