QUALIFICATION SUMMARY:

• 13+ years leading teams of up to 15 people in Systems Analyst, IT Business Analyst & Project Manager roles.
• Cut ≥ 30% of tech support calls 2 years in a row to meet strategic targets by creating two new iOS apps.
• Executed major operational infrastructure initiatives, from large (3 - year, $12M) to small (≤ 3-month, ≤$50K).
• Natural ability to rapidly learn new technology. Strong systems-level analysis & problem solving skills.
• Skilled in Lean, solution analysis, requirements/design, leading teams/projects, training, customer support.
• Energized by new challenges, new technology, and positively impacting people’s lives through my work.

TECHNICAL SKILLS:

• Systems Development Lifecycle (SDLC), Waterfall, Lean, Agile, Scrum, Kanban
• Project Management, Project Analysis, Systems Analysis, Solution Analysis, Business Analysis, IT Business Analysis, Business Systems Analysis, Project Leader, Technical Contributor, Technical Team Leader
• Lean Business Process Improvement, Requirements, Functional Design, End-to-End Project Execution, End-User Training, Corporate Training, Global IT Support, Customer Support, Customer Service, Business and IT Collaboration, Verbal and Written Communication Skills
• FDA & Internationally Regulated IT Environments, High Security & Validated IT Environments, IT Patient Data Privacy & Protection, e.g., HIPAA (Health Insurance Portability and Accountability Act) and PHI (Protected Health Information) Rules, US/EU Secure Patient Data Transfer & Storage
• Windows, Mac OS X, iOS, Microsoft Office, Access, Excel, Outlook, PowerPoint, Word, Visio, Microsoft Project, SharePoint, Keynote, Numbers, Pages, OmniFocus, OmniGraffle, OmniOutliner, OmniPlan, Parallels Desktop, Box, Dropbox, Asana, JIRA, Knowledge Bases, Customer Relationship Management (CRM) Systems, Knowledge of SQL, HTML

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, St. Paul, MN

Responsibilities:

• Slashed technical support calls 40% by developing an iOS app allowing field reps to calculate pacemaker longevity on iPad vs. calling Technical Services. Won a Value Improvement Project Award.
• Conquered significant challenges to learn the tools and build a Customer Relationship Management (CRM) reporting solution for the Global Service Franchise, using iOS, SQL Server, PowerPivot, Excel, & SharePoint.
• Pioneered a new project portfolio tool for Global Therapy Systems Support with SharePoint, improving visibility & efficiency. Coached project leaders.
• Spearheaded business process improvement efforts, helmed IT projects, and supported worldwide systems/users for the Global Service Franchise and Global Therapy Systems Support. Appreciated by peers, receiving numerous Made My Day Awards for support & guidance.

Principal Technical Consultant

Confidential, St. Paul, MN

Responsibilities:

• Eliminated 30% of technical support calls by leading an iOS project enabling field reps to look up product specifications on iPad vs. calling Technical Services. Won a Value Improvement Project Award.
• Upgraded Windows XP to 7, instrumental in managing project, validating test results, training global teams.
• Broadened IT support beyond US/Europe to Japan/Australia. Received Made My Day Awards for support.
• Expanded cardiac device knowledge to encompass implantable defibrillators & heart failure devices, supporting a wider range of physicians, reps and patients.

Technical Team Manager

Confidential, St. Paul, MN

Responsibilities:

• Celebrated the launch of Confidential cardiac devices in Brazil. Trained new sales reps and local physicians in São Paulo on new device technology. Established IT systems logistics & device support.
• Modernized search capabilities & improved technical support time by deploying a $400K knowledge base.
• Advocated for, coached, & creatively managed call center operations for a team of 15 Technical Consultants providing medical & technical support for implanted pacemakers & other cardiac devices.

Principal IT Business Analyst

Confidential, St. Paul, MN

• Surmounted immense obstacles to successfully replace a $12M Customer Relationship Management (CRM) system for FDA/global reporting, leading a cross-functional team of 15 Business Analysts & business owners.
• Responsible for business requirements, functional design, documentation, data migration, solution validity, change management, risk & issue management, product ownership, Steering Committee, Functional/User Acceptance Testing, training, configuration, production support, and mentoring/coaching.

Senior Technical Consultant

Confidential, St. Paul, MN

Responsibilities:

• Analyzed and solved complex problems with implanted pacemakers, supporting >3000 physicians, reps and patients. Helped identify trends and root cause. Wrote technical documents. Mentored/trained staff.
• Coordinated with Marketing and Engineering to write support documents, train staff, and provide subject matter expertise. Awarded for success of effort.
• Extended Customer Relationship Management (CRM) system to Europe & Japan. Awarded for effort.
• Proposed and led Windows 2000-XP pilot upgrade, gaining >240 wasted hours/year. Awarded for success.
• Created a computer-based training course for team software, improving productivity. Awarded for solution.
• Provided 24/7 IT production support to US and European Technical Services users in a Systems Analyst role.

Medical Research Technologist

Confidential, Rochester, MN

• Co-authored 6 articles in peer-reviewed scientific journals. Presented at national medical conference.
• Executed lab experiments, trained staff, deployed & supported new IT solutions.