SUMMARY:

• Accomplished and results - driven technology professional with over 25 years' experience providing direction, management, mentoring and services delivery.
• Success in aligning information technology with business requirements.
• Skilled in effective communications with focus on broad organizational awareness and cooperation.
• Effective in motivating high performing technical teams and conveying innovative concepts to a variety of audiences

PROFESSIONAL EXPERIENCE:

Confidential,Chicago,Illinois

Client Services Manager

• A Remote Hosting / SaaS environment. Client confidence and approval were at an all-time low. I was hired to contribute ideas, expertise, management and effort to achieve an effective client support and vendor management realignment.
• Primary operational challenges were to ensure seamless service delivery between healthcare clients, Confidential hosting services, and service delivery partners. The end goal is improved clinical workflows and enhanced patient outcomes
• Contributed in strategic team meetings to determine current service baselines and define expected future outcomes. Developed specific client relationship documentation and meeting procedures. Regularly awarded the most challenging clients where peer mangers have underachieved
• Achieved a better than 90% success in turning around and maintaining assigned client satisfaction. My specific skills and efforts convinced a strategic and potentially surrendering client to renew their contract valued in excess of 10 million dollars
• Contracted to aid in the transition of mid to senior-level IT management at a metropolitan hospital system as the Interim Corporate Manager (Director) for Infrastructure and Operations. Directed the successful completion of two key initiatives; a Storage Area Network upgrade and Data Center facilities upgrade. In addition, implemented Dell strategic management solutions for a staff of three managers, one administrative assistant, and seven systems engineers. Ensured the successful continuation of all other current IT infrastructure projects and routine workload
• Transition to permanent hire replacement at end of contract was seamless
• Contracted to upgrade an antiquated database and infrastructure with a very limited budget and narrow timeframe for the Massachusetts Mental Health Department. Designed an effective low-cost solution which also incorporated integration with an in-house developed data scraper and added scheduled backup capabilities where there were none before. Accompanied by extensive documentation
• Saved the department tens of thousands in recurring maintenance contract costs while adding improved reliability and scalability

Confidential,Hartford

Director of Technical Support

• SaaS and PaaS for a regional physician group. Initially as a consultant, advised Executive Director on services development, operations, project management, customer service, call center, and personnel initiatives.
• As Director delivered strategic planning which resulted in several key organizational changes. Provided plan, build, run framework.
• Delivered pre-existing and new infrastructure or integration projects by management and hands-on means as required.
• Oversaw a significant improvement in vendor relationships and effectiveness in services.
• Successful project examples; VitalCenter implementation, server virtualization, storage upgrade, thin client deployment, backup upgrade and Disaster Recovery
• Savings on repetitive work elimination and improved application upgrade deployment alone were in the tens of thousands

Confidential,Dearborn,MI

Healthcare Information Technology Senior Consultant

• Systems and infrastructure consulting. Routinely engaged in strategic meetings with client C-level, vendor management, system engineers, analysts and consultants. Working with a national outsourcing client base on short and long-term infrastructure, applications or other engagements.
• Position required application and systems neutrality. A subset of the vendors worked with include; Cisco, Microsoft, VMWare, HP, Dell, iGel, McKesson, Confidential, Siemens, Cerner, Meditech, Passlogix, Activcard and GE
• Engagement reviews which included financial accountability and client satisfaction all were above or well above expectations ensuring the probability of satisfied repeat business clients

Confidential,Worcester,MA

Information Management Manager

• IT outsourcing engagement for client comprised of 5 hospitals with over 10,000 employees. Managed networking, systems engineering, admin teams and all related services personnel. Managed two 24/7 data centers, 260+ servers, SAN, NAS, TSM backup, network, application performance, and server monitoring, as well as remote ICU/CCU (Telemedicine) monitoring and control solution. Ensured efficient daily operations of all assigned teams and facilities.
• Recruited and developed key engineering and administrative personnel. Provided estimates of efforts and costs for diverse IT infrastructure projects. Provided hands-on systems support as required. Championed change management, project management and process reform / reorganization. Actively participated in senior management, stake-holder, advisory, and project management councils and committees
• Results included enhanced personnel efficiency and morale which contributed in reductions to project and operational costs in the tens of thousands

Confidential, Auburn, MA

Independent Systems Consultant

• Design, implementation and support for SMB technology solutions. Offered pre-and post sales consultation for IT, telecommunications and application support
• Responsible for significant cost savings at a physician group IT facility as individual SME replacing multiple contractors on LAN / WAN and backend systems build-out
• Performed research and feasibility studies regarding implementation of strategic technology solutions for University of Connecticut Health Center. Represented the Health Center as liaison to multiple vendors

Confidential,Worcester,MA

Director of Integration

• IT services start-up as part of electrical contracting company’s effort to diversify.
• Developed a business plan and associated budgets.
• Reviewed forecasts and implemented action plan for sales department to follow.
• Provided contract bid consultation for cabling engineers.
• Oversaw in-house IT operations and WAN/LAN, telecommunications, and systems maintenance for home office and several satellite offices.
• Provided network technology consulting, systems design, and integration for key electrical contracting customers/business partners.
• Developed start-up of systems integration, business planning, forecasting, and executive reporting

Confidential, Worcester, MA

Network Engineer

• Contributed extensively on hospital system’s first coordinated network infrastructure overhaul and desktop roll-out to over 5,000 seats and 8,000 users. Performed preventative and corrective IT maintenance as needed.
• Created and maintained catalog of training documentation.
• Managed software migrations and infrastructure elements for planning, coordination, and execution of the UMass Medical Center and Memorial Healthcare merger.
• Provided level two and above Windows systems support.
• Designed and oversaw validation for enterprise desktop builds and deployments
• Among other achievements being integral to the successful conversion from Novell Netware to Windows Server resulted in significant operational and maintenance costs