• Lead and manage end-to-end project delivery from project initiation to project closure, ensuring timely delivery, quality, and budget compliance.• Coordinate cross-functional teams including developers, engineers, QA analysts, and business stakeholders to ensure project success.• Utilize project management methodologies to manage projects, create project plans, and monitor project progress.• Identify and manage project risks and issues, and develop effective solutions to ensure project success.• Communicate project status, issues, and risks to stakeholders, including senior management, project sponsors, and business stakeholders.• Collaborate with stakeholders to define project requirements, scope, and deliverables.• Implement project management tools and software to enhance project delivery and collaboration.• Develop and maintain project documentation including project plans, status reports, risk registers, and issue logs.• Continuously improve project delivery processes and methodologies to increase efficiency and effectiveness.

• Lead and manage a team of customer support representatives to deliver excellent customer service.• Develop and implement customer support strategies and processes to ensure timely and effective resolution of customer issues.• Ensure customer support team meets or exceeds performance metrics, such as response time, resolution time, and customer satisfaction.• Coach and mentor customer support representatives to improve their skills and knowledge, and provide ongoing feedback to support their professional development.• Monitor customer support trends and work with other departments to identify and address underlying issues that contribute to customer concerns.• Collaborate with product and engineering teams to identify and prioritize customer feedback and develop solutions to improve customer experience.• Manage the implementation of customer support tools and technologies to enhance efficiency and effectiveness.• Analyze customer support data and develop reports to track performance and identify areas for improvement.• Foster a culture of customer advocacy throughout the organization, ensuring that the voice of the customer is heard and acted upon at all levels.• Continuously improve customer support processes and methodologies to increase efficiency and effectiveness.

• Responsible for monitoring work procedures, work schedules, and expedited workflow. • Monitored employee tasks, evaluating performance to gauge business functions and inefficiencies. • Serve as stakeholder and provided design input of new Software features and enhancements. • Technical Subject Matter Expert leveraged in Sales calls to solicit technical design and specifications of future state. • Served as a strategic process improvement partner. • Analyze client business processes to propose optimal software applications for unique requirements. • Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives. • Delivered in-depth training, imparting knowledge of best practices for protecting data and minimizing errors. • Made technical suggestions regarding modifications to documentation, product performance, and failure analysis. • Managed technical initiatives from a program perspective, delivering large, multisystem upgrades entire customer base. • Managed and maintained project roadmaps for Technical Services Team. • Managed project budgets to ensure an on-target delivery

• Hospital Network HIM software analysis and implementation from design phases through post go live stabilization. • Tier III support Escalation resource for Customer Support Team• Technical resource implenting proprietary solutions into complex Healtcare environments• Hotfix Deployment• SQL research• HL7 interface building• Mentor to junior team members

Hospital Network HIM software analysis and implementation from design phases through post go live stabilization. Software support and analysis, troubleshooting, deploying hot fixes, server troubleshooting, SQL research, and customer interacting.

Call Center and troubleshooting using SQL databases. Trouble shooting a CHR software telecom product. Contacting clients and working closely with clients to resolve issues that they run into. Modifying and manipulating database tables using SQL scripting

Managed working crews of labormen. Inspected Fiber Optic Cable during installation procedures, reviewed government standards for installation and insured work was being performed properly and in a safe manor. Insured Saftey on the job site. Managed paperwork and daily logs.