Manage IT policies, technical training, network hardware and EHR software for 3 medical offices in Reed City, Big Rapids and Grand Rapids MI.

Selected Contributions:Designed, developed, implemented and maintained custom websites using Adobe and MS Expressions.Produced multimedia presentations for weddings and special events.Designed and produced direct marketing materials in print and visual media.

Selected Contributions:Managed an Operations support team consisting of 7 supervisors, 92 phone agents and 73 quality specialists.Created, implemented, and conducted a new-hire training program.Researched, documented and resolved escalations and complaints for both internal and external customers. This includes identifying trends, customers at risk, and future technological needs.Key contributor of project team to create/modify current processes and procedures to transition 24 field offices into fully functioning virtual Operational Support teams with minimal impact to our customers.24 offices virtualized since December 2005 while still meeting customer satisfaction survey goals.Project Leader for Operations, including replacing thick-client Incident tracking software with a web-based software that increases agent tracking, reporting and productivity.Certifications Acquired; ITSM Foundations V.3 MS Project DDI Customer Leadership Six Sigma Lean IT JAWS (Vision impaired software) Applications used:MS Office MS Server0 PrairieFyre (ACD) Lotus Notes FrontRange (HEAT&ITSM) Skype & MS Messenger SQL Server Mindjet MindManager McAfee Antivirus SAP HealthCheck Proprietary software

Selected Contributions:Developed a quality monitoring process and database for trouble ticket auditing and agent call monitoring.Created a new-hire training program that included documentation, scheduling and on-going monitoring.Liaison with customer for projects on new or changing applications to determine training and helpdesk impact.Set up rotational training schedule for desktop and phone agents to increase knowledge and improve service.Recreated the on-site helpdesk (training program, policies and procedures) at the off-site Siemens helpdesk. Certifications Acquired:Microsoft Office Master MCSE A+ Applications used:MS Office Suite MS Exchange Server MS Windows (User Based) LANDesk HP Diagnostics BlackICE (VPN) Vantive Proprietary software

Selected Contributions:Technical support for proprietary software created by and for the GE R&D team.Solely responsible for creating and updating Inference Starsearch database entries for team knowledgebase through HTML documents and direct web links.Trained new employees, created/updated training materials, and worked with customers to improve service. Applications used:Lotus Office Suite Lotus Notes CITRIX Proprietary software

Selected Contributions:Created direct marketing materials, brochure design, & releases for non-profit & local government events.Volunteer coordinator, including recruitment, scheduling, and training.Coordinated logistics and overall staging needs before, during and after the event.Developed an accounting system for the 1999 Charleston Garden Festival and conducted an audit of 1998.Created and implemented custom Access databases based on the specific needs of the customer/event.