PROFESSIONAL EXPERIENCE

Confidential,Portland, ME

Management Consultant

Experienced management consultant and technical analyst with large - scale, long-term, (multi-year) healthcare and human resource system oversight, quality assurance and validation experience. Developed technical requirements, Advanced Planning Documents (APDs), and Requests for Proposals (RFPs). Evaluated project costs, implementation plans, staffing resources, management approaches, and analyzed cost/benefits which applying project management methodologies, such as PMI. Independently Validated and Verified (IV& V) system testing and the deployments of applications. Provided on-going monitoring of design, implementation, testing, and operational project tasks. Identified risks/issues and developed mitigation strategies. Provided project management through projects as long as 5 years in duration. Participated in the federal system certification processes and developed recommendations to promote successful implementations.

Project Lead:

• Massachusetts: Executive Office of Health and Human Services (EOHHS) - Capability Matrix (TCM) for the Medicaid MITA State Self-Assessment Project
• Maine: Office of the State Controller - Human Resource Management System requirements/RFP creation
• Maine: Office of Information Technology (OIT) - Business Process Improvement Study
• Maine: Department of Health and Human Services (DHHS) - Pharmacy Benefits Manager Readiness Assessment
• Maine: DHHS - Integrated Health Management System Readiness/Go-Live Assessment
• Vermont: Department of Children and Families (DCF) - Independent Review of Document Management Software

Technical Analyst Lead:

• Massachusetts: Human Resource Department - PeopleSoft Upgrade Project
• Massachusetts: EOHHS - Medicaid Health Information Technology (HIT) Plan project
• Maine: Department of Health and Human Services - Integrated Health Management System - Quality Assurances / Independent Verification and Validation Services
• West Virginia: Bureau of Medical Services (BMS) - Business Capability Matrix (BCM) for the Medicaid MITA State Self-Assessment Project

System Requirements Writer:

• New Hampshire: Liquor Commission - Next Generation Systems RFP creation
• West Virginia: Office of Insurance Commissioner - Health Information Exchange (HIX) RFP

Strategic Technology Planner:

• New York: Westchester County Clerk’s Office -Three Year Strategic Information Technology Plan
• Massachusetts: Office of the Auditor - Four Year Strategic Technology Planning Project

State Lottery Auditor:

• Reconciled reports while conducting SAS-70 audits of Fiscal Agent Operators in the following states: CT, DE, GA, KY, MA, MD, MI, NH, NY, OR, PA, VT

Confidential,Bethesda, MD

Technical Support Manager

• Managed the Technical support needs for the Cosmeo product line, an online homework help tool for children
• Trained level I representatives according to Discovery’s and/or Cosmeo’s documentation
• Managed problematic transactions from start to finish
• Actively involved in weekly meetings to analyze strategic product goals
• Delegated a sub-set of weekly duties to Tier II technical team
• Sharpened communication skills by instructing non-technical clients during inbound calls
• Improved technical writing skills while acting as the department’s key report writer that maintained the desk level procedures

Confidential,Austin, TX

Owner/ Webmaster

• Developed, a fully automated website that emailed customers 128-bit secured time sensitive iPod repair instructions after their purchase by credit card
• Successfully self-taught Google ranking strategies; Most important buzz term ‘iPod Repair’ once received first page responses
• Managed growth - iPod Repair Guide used to receive over 1,000 unique visitors a day

Confidential,South Boston, MA

Global Deployment Specialist/Executive Computer Support

• Broadened knowledge of executive decision making while supporting CEO and executives for immediate support
• Obtained valuable managerial experience while using IBM’s Tivoli software to assist in software rollouts to the 33,000 users world-wide bypassing cultural barriers
• Supported end users by deploying off-site hardware/software upgrade stations
• Actively involved in weekly meetings to analyize the best approach for specific distributions
• Tested and implemented software package releases, such as Wise Wrapper, before global deployment
• Strengthened cost-benefit analysis by evaluation of spyware removal tools

Confidential,Boston, MA

Technical Support Specialist

• Improved time management skills while supporting real-time stock room that generated $48 billion annually
• Sharpened process-of-elimination methodology in troubleshooting problems such as motherboard upgrades that caused monitors to turn off and printers not working due to lack of static IP addresses
• Coordinated remote support among six offices primarily using Mobile Automation
• Strengthened management skills in cost-analysis and procurement choices

Confidential,Boston, MA

Help Desk Support

• Promoted from intern to a help desk specialist position assisting executives with help desk related support functions
• Assisted with the set-up, configuration, image creation, and deployment of the Desktop/Laptop Imaging Server
• Triaged incoming calls and email requests for equipment, loaner equipment e