Experience

VeeOne Health

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Sr Implementations Manager, Customer Experience Manager

  • Jan 2022 - Present

  Sr Implementations and project manager - overseeing the installments of nearly 2,000 endpoints to date - in both inpatient and outpatient settings. Clinical Solutions Architect - providing solutions and application engineering leadership for healthcare-based technology, deployed for many healthcare clients directly within clinical environments. Interprets customer, business, and compliance needs to define technical design requirements, providing On Site and remote support Design and development manager - works directly with internal resources and external resources to help design, develop and deliver solutions. Quality control and assurance supervisor - overseeing all deployments and continuously reviewing performance metrics to ensure successful implementation and adoption. Remote Patient Monitoring (RPM) solutions engineer and implementations. Customer Experience Manager - Overseeing all of VeeOne Health support, including the multi-level support Call Center - ensuring a world-class customer experience. Helps develop and troubleshoot VeeOne's telehealth/virtual care applications and platform - resolves customer issues with the help of the development and operations teams. Identifies essential and critical requirements, and effectively trace requirements to design. Works alongside the System Engineering department on new customer installations. Service Now based project management, workflows and customer support. Jira Issue, customer story and project tracking. Collaborates with healthcare systems IT and resolve issues related to our products. Direct provider and clinical staff training and support. Supporting role for Microsoft Windows operating systems, networking, Exchange, DNS and Active Directory, and virtualization platforms. Provides multi-faceted support, including new user setups on VeeOne’s platform, line of business application support, and hosted application support. Creates, maintains and updates training, technical documentation and KB articles. Show less



Stanford Health Care

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Sr Project Manager, Clinical Communications Technologies

  • Sep 2021 - Jan 2022

  Provides project management services related to large-scale renewal and other capital projects for Customer Experience and Support Services for immediate project coordination and future planning/solutioning. Clinical technologies architect and developer - Develops specialty-specific technologies and workflows to met the needs of each department within the healthcare campus. Focused on telehealth-related technologies for inpatient rooms that integrates with EMR systems, paging and other related systems. Agile SDLC processes and SCRUM methodology - project management Develops timelines, project charters, scope details, testing details, work plans and post go-live materials. Coordinates with various IT and support teams to complete project deliverables. Collaborates with clinical user groups at all levels (executive, director and manager level) to understand and document user requirements and sign off on project scope. Solutions implementation and training - works directly with providers and staff implementing and training on cutting-edge technologies and workflows that help keep Stanford Healthcare at the top of quality patient care. Support roll-out of endpoints for interactive patient systems, detailed configurations, mobile devices for clinical communications and infrastructure for corporate proprietary systems. Works with engineering and development teams to create solutions that meet and exceed the requests and expectations of the customers. Show less



VeeMed Inc.

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Sr Implementations Manager, Lead Virtual Care Technology Architect

  • May 2020 - Oct 2021

  Project manager overseeing implementations for both outpatient and inpatient settings. Interprets customer, business, and compliance needs to define technical design requirements. Customer support liaison ensuring a world-class customer experience. Troubleshoots VeeMed’s telehealth platform and resolves customer issues with the help of the development and operations team. Service Now based project managent, workflows and customer support. Jira Issue, customer story and project tracking. Identifies essential and critical requirements, and effectively trace requirements to design. Designs and plans custom product installation roll out within healthcare systems. Works alongside the System Engineering department on new customer installations. Collaborates with healthcare systems IT and resolve issues related to our products. Direct Telehealth provider training and support. Supporting role for Microsoft Windows operating systems, networking, Exchange, DNS and Active Directory, and virtualization platforms. Administers and supports Active Directory, DNS & Microsoft Exchange. Provides multi-tier support, including new user setups on VeeMed’s platform, line of business application support, and hosted application support. Creates, maintains and updates technical documentation. Show less



Adventist Health

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

• Clinical Solutions Architect, Sr. Project Manager - Virtual Care

  • Apr 2017 - May 2020

  Clinical Solutions Architect – developing, engineering and implementing healthcare-based technology solutions across the Adventist Health enterprise consisting of over 20 hospitals and over 200 clinics.Develops cutting-edge telehealth systems and workflows by working with multiple markets to manage projects from inception to launch. Identifies clinical services that align with strategic goals of the organization. Recruits and trains telehealth physicians and clinic staff. Maintains relationships with providers and sites and serves as subject matter expert once telehealth services are in place. Trains and supports providers, clinical staff and technical staff across the enterprise. Manages personnel related to specific projects and implementations.Collaborates with others to plan or administer telehealth implementation as a new service or additional specialties at sites. Serves as an expert and internal resource to staff and/or physicians for healthcare-related technologies. Oversees the design of the healthcare programs’ metrics and goals.Assists in identifying, recruiting, and training new providers. Provides technical and programmatic support once provider has begun services.Manages communication and relationships with key stakeholders. Identifies concerns raised by providers or sites and works with them to develop solutions to issues.Research and Development of Virtual Care technologies – helping to ensure the solutions deployed remain relevant and top-tier. Show less

• Sr Application Specialist - TeleHealth

  • Mar 2015 - Apr 2017

  Designed, developed, tested and implemented several key processes and technologies used enterprise-wide; such as the AH EMR Data Comparison system which automatically compares millions of person records that exist in our EMPI with external databases, and provides matching and orphan record results output.Promoted within 1 year to Sr. ASA for outstanding high level technical development and support work.Corporate presenter and trainer of new technologies and related workflows. Successfully led project to implement person record searches within Cerner greatly reducing the number of person record duplicates and increasing productivity at hospitals and clinicsDeveloped and successfully implemented a support matrix and related documentation for the team by working directly with vendors, support staff and IT site staff and providing user training Configured, developed and tested IBM Initiate MDS system; Team Lead for the MDS: Initiate Department consisting of 10 personnel.Report creation and presentation for senior leaders and executives that provide real-time graphical reporting customized to the precise requests of management.Developed support matrix and processes for the Data Integrity/MDS team and provided comprehensive training to team members, corporate support center and Cerner Core teams.Multiple Server simultaneous support maintaining 4 separate servers that support the MDM/Data Integrity system (Development, Test, and Production 1 &2)Provided 24/7 On Call Technical Support for the MDM/Data Integrity systemDirect Contact for Vendors for support needs and contract negotiations. Show less

• Senior Application Support Analyst

  • Nov 2012 - Mar 2015

  Implemented several key processes and technologies used enterprise-wide; such as IBM MDM Initiate application for EMR patient record management. Corporate presenter and trainer of new technologies and related workflows. Report creation and presentation for senior leaders and executives that provide real-time graphical reporting customized to the precise requests of management.Developed support matrix and processes for the Data Integrity/MDS team and provided comprehensive training to team members, corporate support center and Cerner Core teams.Multiple Server simultaneous support maintaining 4 separate servers that support the MDM/Data Integrity system (Development, Test, and Production 1 &2).Provided 24/7 On Call Technical Support for healthcare solutions.Direct Contact for Vendors for support needs and contract negotiations. Show less

• Application Analyst, PC Support Technician

  • Aug 2011 - Nov 2012

  Application analyst of healthcare-focused technologies.Developed procedures and trained customers to make the issue reporting process more efficientAssisted executive leadership in determining best practices for troubleshooting and support at the corporate office.Provided technical support to 2 office locations single-handedly, consisting of over 300 employees.Completed installation and support services for all aspects of PCs and printers hardware and softwareNetwork Support/Maintenance of the enterprise infrastructure Multi-tier troubleshooting and Heat Ticket Tracking/ResolutionProvided Corporate-level Technical Training to site users across the enterprise. Show less



Cerner Corporation

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

• Senior Integrated Technologies Consultant

  • Apr 2018 - Jan 2019

  Lead team member and technical resource for Adventist Health Virtual Care / telehealth initiatives Primary driver of numerous Virtual Care-related implementations Relentless work effort to ensure Client meets all goals and timelines Subject matter expert on build and technical support of Virtual Care/TeleHealth equipment and technology Project management of high priority initiatives for Adventist Health Coach/train other technical staff Primary resource for technical questions and support. Created several training and instructional guides related to TeleMedicine Directly train the Support Center staff to optimize Virtual Care-related 24/7 support Show less



Superior Vision Services

• United States
• Insurance
• 1 - 100 Employee

• Help Desk Support / Office and Safety Manager

  • Mar 2008 - Aug 2011

  • Team Lead on multiple projects including HIPAA compliancy, software implementation and equipment deployments • Systems Analyst providing effective and accurate system vigilance within our production and test environments • Implemented processes and end user training for both newly hired employees and seasoned professionals resulting in a consistent knowledgebase across the enterprise • Team Lead on multiple projects including HIPAA compliancy, software implementation and equipment deployments • Systems Analyst providing effective and accurate system vigilance within our production and test environments • Implemented processes and end user training for both newly hired employees and seasoned professionals resulting in a consistent knowledgebase across the enterprise



Murphy Business

• United States
• Financial Services

• IT Manager

  • Jun 2006 - Mar 2008

  • Provided senior level technical support for the west coast region which included local tech support, network analytics, application implementation/training, hosting regular IT meetings • Maintained and supported hardware and software used within the enterprise along with identifying additional hardware/software that would potentially better serve the needs of the corporation. • Provided mobile administrative and technical Support for 10+ Agents allowing them to concentrate on their business, without technological issues standing in their way. Show less