Establish strategy and lead design, support, define Service Level Agreements (SLAs), administration, and service delivery of workflow and communications to improve patient experiences. Spearhead planning, pre-sales, project development, engineering workloads, issue resolution, and implementation while driving continuous service improvements for clients.• Oversee and develop a team of managers, technical support engineers, electronic service technicians, training coordinators, and project managers.• Utilize a Lean PDCA approach to monitor and adjust key support measurements in comparison to customer satisfaction scores.• Provide assistance in the definition of contractual service level agreements and implement metrics to ensure SLAs are consistently met for increased customer satisfaction and increased sales revenues.• Analyze product support, product failure, and product training data to identify and remediate trends for increased product reliability.• Develop and implement omnichannel support to customers including a self-service portal with a searchable knowledge base.• Foster cross-function participation with product development to drive reliability and consistency in quality.• Serve as Subject Matter Expert (SME); provide technical pre-sales support to the sales organization.• Create, develop and implement tools and training programs to support channel partners.• Define channel partner operational measurements for service, technical skillset, and project management.• Implement and improve service offerings to assist with product adoption and customer retention.• Direct and manage the daily activities of six reports with operational oversight of 14 professionals; inspire a high-performing culture of teamwork, accountability, trust, and blameless postmortem for increased participation and product improvement.• Successfully manage a Cap-Ex budget valued at $300K.

Held direct responsibility for a team of six direct reports and 16 professionals for the development, deployment, repair, and customer satisfaction of IT-based products from initial integration to troubleshooting and support.• Provided IT leadership over development teams to design software and Rauland hardware for enterprise data centers.• Served as pre-sales and post-sales engineer; assisted with customer design and implementation planning.• Successfully built demo solutions to showcase product mix utilizing VMware and Citrix Xenapp.• Established and maintained IT partnerships with vendors for increased cross-collaboration.• Wrote and published installation and maintenance documentation for Rauland server-based products.• Designed and built a lab environment for software development and application testing.• Trained internal technical support engineers and sales team regarding server-based technologies for increased client support.• Created and implemented test plans for Rauland applications on a variety of operating system versions. • Collaborated with customers to understand IT needs; translated those into engineering or business requirements for increased sales revenue.

Successfully led a team of twelve Intel associates that supported multiple customers’ server environments with more than 1500 Windows and VMware ESX servers in this co-located facility.• Served as project manager and lead architect for Citrix Xenapp server environments for multiple customers. as well as Altiris Client Management Suite and VMware ESX server consolidation, with more than 200 servers virtualized.• Created, tested, and recommended Disaster Recovery plans for customer environments.• Served as a member of the ITIL project team; created processes and procedures to align business requirements within the ITIL framework.• Coordinated technical resources to fulfill project needs; conducted weekly project and incident customer status meetings.• Conducted technical assessment interviews of all candidates for increased reliability.

• Designed and implemented clustered and network load-balanced server environments for Microsoft IIS, FTP, SMTP, and SQL server. • Provided daily troubleshooting of problems as they escalated.• Planned the rollout of Innovation’s FDR Upstream as an open systems backup solution to provide a single enterprise backup solution.• Successfully migrated Microsoft SQL Server 7.0 to Microsoft SQL Server 2000.• Created a disaster recovery plan with detailed instructions for the open systems environment.• Installed Microsoft Project Server 2002 with Windows 2000 Terminal Server for remote access as well as implemented Microsoft Windows 2000 Active Directory.• Constructed a Citrix environment as a desktop replacement solution.• Coordinated and implemented EMC Symmetrix Storage Area Network.• Administered DNS for all internal and external records; developed and implemented policies and procedures for all new system implementations.• Managed server consolidation project that yielded more than a 20% server reduction.