Experience

care.ai

• United States
• Software Development
• 1 - 100 Employee

• Director of Client Implementations

  • Oct 2021 - Present

  • Provide operational and strategic leadership on scalable product and services delivery • Develop and enable scalable and comprehensive delivery solutions that maximize overall time to value for customers • Proactively manage customer relationships from sales handoff to successful implementation. • Drive all components and deliverables throughout the implementation process. • Understand the customer use cases and serve as the primary contact for all customer-facing support and… Show more • Provide operational and strategic leadership on scalable product and services delivery • Develop and enable scalable and comprehensive delivery solutions that maximize overall time to value for customers • Proactively manage customer relationships from sales handoff to successful implementation. • Drive all components and deliverables throughout the implementation process. • Understand the customer use cases and serve as the primary contact for all customer-facing support and service issues during implementation. • Work in cross-functional teams to deliver multiple projects simultaneously. Show less • Provide operational and strategic leadership on scalable product and services delivery • Develop and enable scalable and comprehensive delivery solutions that maximize overall time to value for customers • Proactively manage customer relationships from sales handoff to successful implementation. • Drive all components and deliverables throughout the implementation process. • Understand the customer use cases and serve as the primary contact for all customer-facing support and… Show more • Provide operational and strategic leadership on scalable product and services delivery • Develop and enable scalable and comprehensive delivery solutions that maximize overall time to value for customers • Proactively manage customer relationships from sales handoff to successful implementation. • Drive all components and deliverables throughout the implementation process. • Understand the customer use cases and serve as the primary contact for all customer-facing support and service issues during implementation. • Work in cross-functional teams to deliver multiple projects simultaneously. Show less



Consulate Health Care

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director of Project Management

  • Dec 2015 - Oct 2021

  • Responsible for managing workloads, defining deliverables, hiring and mentoring resources, conducting performance reviews, defining PMO processes and ensuring compliance with those processes. • Responsible for providing program oversight on all projects in the IT portfolio, maturing the PMO’s processes, and collaborating with Consulate Healthcare business and operations partners. • Lead the Project Managers’ team and collaborate with other IT Departments in the day-to-day operations… Show more • Responsible for managing workloads, defining deliverables, hiring and mentoring resources, conducting performance reviews, defining PMO processes and ensuring compliance with those processes. • Responsible for providing program oversight on all projects in the IT portfolio, maturing the PMO’s processes, and collaborating with Consulate Healthcare business and operations partners. • Lead the Project Managers’ team and collaborate with other IT Departments in the day-to-day operations, resource planning, and project execution. • Responsible for producing and delivering executive level presentations measuring project progress more.

• IT Project Manager

  • Apr 2012 - Dec 2015

  • Plan and manage the delivery of complex IT Infrastructure projects in areas such as data and voice cabling, voice and data networking, data center design and deployments, office and facility hardware deployment/refresh/recovery. • Lead multi-disciplinary project teams while managing project plans including scope, budgets, schedules, risks, issues, and related activities to completion of project deliverables. • Promoted to Senior Project Manager in April, 2015 • Key Projects: … Show more • Plan and manage the delivery of complex IT Infrastructure projects in areas such as data and voice cabling, voice and data networking, data center design and deployments, office and facility hardware deployment/refresh/recovery. • Lead multi-disciplinary project teams while managing project plans including scope, budgets, schedules, risks, issues, and related activities to completion of project deliverables. • Promoted to Senior Project Manager in April, 2015 • Key Projects: --- Architect the Implementation Process while implementing Electronic Medical Records (EMR) solution in 15 centers. The process would be used to implement EMR in the remaining 177 Consulate centers. --- Implement a standardized network infrastructure design (including WiFi) across all 192 care centers. (Sep 2012-Jun 2015). --- Implemented a wireless network solution across 192 nursing homes. The existing infrastructure varied in each location and proved to be challenging. Each individual care center was a project within itself; from cabling to installing equipment to going live on the wireless network. --- Migrate 118 care centers from legacy domain to current domain utilized by 80 other care centers. (Jul 2013 – Jul 2015). --- Migrate 118 care centers from their current MPLS provider to Verizon MPLS network. (Sep 2013 – Feb 2015). --- Build out infrastructure for disaster recovery site. (Oct 2012 - Jan 2013).



LaVie Administrative Services, LLC

• Director of Technical Support

  • Apr 2009 - Apr 2012

  • Manage and direct technical support services for LaVie and its customers (over 3500 endusers in 123 locations) • Responsible for training and building Technical Helpdesk team members while fostering a positive work environment. • Optimize and manage the use of call tracking tools. Establish standards for the system’s use. • Develop and maintain staffing schedules to meet the requirements of customers in various time zones, and customer requirements during holidays and… Show more • Manage and direct technical support services for LaVie and its customers (over 3500 endusers in 123 locations) • Responsible for training and building Technical Helpdesk team members while fostering a positive work environment. • Optimize and manage the use of call tracking tools. Establish standards for the system’s use. • Develop and maintain staffing schedules to meet the requirements of customers in various time zones, and customer requirements during holidays and weekends • Coordinate team and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. • Documenting and maintaining standard workstation configuration and approved devices. 1900+ workstations, 400+ tablets, 200+ laptops, 170+ servers, and 70+ iPads. • In conjunction with the VP of Technology and CIO, develop policies to guide process and procedure development for Technical Support • Develop, Enforce, and periodically review/revise, procedures for technical support functions. • Assist in the development of business strategies as they relate to technology. • Manage the deployment of acquired equipment and the return of equipment removed from service. • Train Tech Support staff and prepare Tech Support staff to train users consistent with current scope of IT Tech Support group. • In conjunction with IT Management define performance measures for Technical Support; Track and analyze trends in Help Desk requests against performance goals and generate statistical reports. • As a member of the IT Management Team, participates in IT planning and oversees the execution of Tech Support projects for LaVie and its customers. Show less • Manage and direct technical support services for LaVie and its customers (over 3500 endusers in 123 locations) • Responsible for training and building Technical Helpdesk team members while fostering a positive work environment. • Optimize and manage the use of call tracking tools. Establish standards for the system’s use. • Develop and maintain staffing schedules to meet the requirements of customers in various time zones, and customer requirements during holidays and… Show more • Manage and direct technical support services for LaVie and its customers (over 3500 endusers in 123 locations) • Responsible for training and building Technical Helpdesk team members while fostering a positive work environment. • Optimize and manage the use of call tracking tools. Establish standards for the system’s use. • Develop and maintain staffing schedules to meet the requirements of customers in various time zones, and customer requirements during holidays and weekends • Coordinate team and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. • Documenting and maintaining standard workstation configuration and approved devices. 1900+ workstations, 400+ tablets, 200+ laptops, 170+ servers, and 70+ iPads. • In conjunction with the VP of Technology and CIO, develop policies to guide process and procedure development for Technical Support • Develop, Enforce, and periodically review/revise, procedures for technical support functions. • Assist in the development of business strategies as they relate to technology. • Manage the deployment of acquired equipment and the return of equipment removed from service. • Train Tech Support staff and prepare Tech Support staff to train users consistent with current scope of IT Tech Support group. • In conjunction with IT Management define performance measures for Technical Support; Track and analyze trends in Help Desk requests against performance goals and generate statistical reports. • As a member of the IT Management Team, participates in IT planning and oversees the execution of Tech Support projects for LaVie and its customers. Show less



Coastal Administrative Services

• Hospitals and Health Care
• 1 - 100 Employee

• IT Systems Engineer

  • May 2005 - Apr 2012

  • Responsible for Active Directory (6000+ accounts) and Exchange Server (350+ mailboxes) • Responsible for architecting backup solution of 20+ servers (including Exchange and SQL) using Veritas software • Engineered a low-cost, centralized backup process for 120+ remote sites. • Manage clustered Exchange 2003 servers for high-end email users and Ipswitch Imail for SNF employees who need simple access to email. Expanded email use by 500% enterprise-wide. • Project managed a… Show more • Responsible for Active Directory (6000+ accounts) and Exchange Server (350+ mailboxes) • Responsible for architecting backup solution of 20+ servers (including Exchange and SQL) using Veritas software • Engineered a low-cost, centralized backup process for 120+ remote sites. • Manage clustered Exchange 2003 servers for high-end email users and Ipswitch Imail for SNF employees who need simple access to email. Expanded email use by 500% enterprise-wide. • Project managed a centralized Active Directory deployment across 123 sites and 2500 workstations, 6000 users. The former environment was 123 decentralized NT SBS Servers. • In 2007, part of three member team that implemented MPLS T1s to 123 locations in 4 months. Monitor and troubleshoot network connectivity of sites post-implementation • Analyze system faults, troubleshoot and run diagnostic tests on operating systems and hardware to detect problems. • Review and prepare documentation for systems, test and installation of software. Investigate and recommend methods and techniques for obtaining solutions. • Initiate preventive maintenance on the operating systems as well as repair to system/environment problems • Administer systems/ environment solutions for multiple projects with varying schedules. • Interface with vendors for trouble calls. • Maintain servers and related systems and for performing a wide rage of activities in operations, maintenance, enhancements and evolution. • Plan and execute a variety of assignments and execute multiple projects with varying schedules. • Responsibilities in installation, configuration, maintenance, monitoring and troubleshooting of PCs, components, peripherals and software in a multi-platform environment. • Level III support for Help Desk. • Assist in administration of local LAN, including account administration, E-mail server administration, server backup server maintenance and upgrades.

• Senior IT Helpdesk

  • Jun 1998 - May 2005

  • Documentation of technical support in call tracking solution consistent with department policies and procedures and application manual. • Troubleshoot hardware & software issue for internal and external end-users. • Back-up and restore user’s data and replace computer as needed. • Install and upgrade business related software on desktops, laptops and servers. • Configure, image/re-image and upgrade all workstations, laptops and servers as needed. • Change, create or modify… Show more • Documentation of technical support in call tracking solution consistent with department policies and procedures and application manual. • Troubleshoot hardware & software issue for internal and external end-users. • Back-up and restore user’s data and replace computer as needed. • Install and upgrade business related software on desktops, laptops and servers. • Configure, image/re-image and upgrade all workstations, laptops and servers as needed. • Change, create or modify Active Directory accounts as needed. • Setup and secure BlackBerry mobile devices. • Assist with the coordination of contract work provided to customer sites, under the direction of LaVie IT. • Provide mentoring, support and training for the new Support Technicians. • Occasional travel to remote sites. • Was Project Lead on TrackIt! Helpdesk software solution implementation. • Was consistently suggested to be project lead on various special projects.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Log & Dispatch

  • Nov 1996 - Jun 1998

  Job was through Technical Aid Corporation. Responsible for communicating company’s needs to field engineers through work orders. Responsibility of interacting with subcontractors, making sure that the customer’s needs are understood and satisfied. Worked with specialists over the phone to fulfill the customer’s needs. Job was through Technical Aid Corporation. Responsible for communicating company’s needs to field engineers through work orders. Responsibility of interacting with subcontractors, making sure that the customer’s needs are understood and satisfied. Worked with specialists over the phone to fulfill the customer’s needs.