Experience

MCG Health

• United States
• Hospitals and Health Care
• 300 - 400 Employee

• IT Technical Support Analyst II

  • Jan 2021 - Present

  Seattle



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Supervisor Tech Support

  • Feb 2017 - Dec 2020

  * Reported directly to Director of IT Operations * Improved response SLA compliance from 60% to 100% * Expanded IT support coverage to include 3 additional clinical or telephony applications * Hired and trained staff on JIRA, CA Agile, and ServiceNow ticketing systems * Completed Deloitte SOX Audits of all access to Clinical applications, and ensured compliance * Acted as project manager for ticketing system transitions and an access management software transition * Acted as… Show more * Reported directly to Director of IT Operations * Improved response SLA compliance from 60% to 100% * Expanded IT support coverage to include 3 additional clinical or telephony applications * Hired and trained staff on JIRA, CA Agile, and ServiceNow ticketing systems * Completed Deloitte SOX Audits of all access to Clinical applications, and ensured compliance * Acted as project manager for ticketing system transitions and an access management software transition * Acted as project manager for transition from established access management process to a new access management process on a new platform * Worked with development to switch existing active directory and LDAP databases to a new integrated system * Developed and implemented the end to end process for requesting, approving, auditing, and working new access requests to our main clinical application * Trained submitters, approvers, and IT staff on the new system

• Technology Support Analyst

  • Oct 2014 - Feb 2017

  * Supported a range of clinical applications with up to 1200 concurrent users, and 2500 total users * Managed a ServiceNow queue with 3 other technicians, 100+ incident reports daily * Served as a bridge between Product, Development, Operations, Client Services, and Reporting teams * Led weekly meetings with stakeholders from IT Dev/Ops, Product, Client Services for each application supported by our team * Applied data fixes to SQL 2012 database * Maintained SFTP data transfer… Show more * Supported a range of clinical applications with up to 1200 concurrent users, and 2500 total users * Managed a ServiceNow queue with 3 other technicians, 100+ incident reports daily * Served as a bridge between Product, Development, Operations, Client Services, and Reporting teams * Led weekly meetings with stakeholders from IT Dev/Ops, Product, Client Services for each application supported by our team * Applied data fixes to SQL 2012 database * Maintained SFTP data transfer between clients, data consisted primarily of client PHI for outreach * Collaborated with clients and internal departments to resolve a wide variety of issues including connectivity, file content, configurations, and database ingest * Successfully led a project to merge all SFTP-related transfers to a separate, existing platform (EDI Pipeline -> MoveIT); three-month project of over 100 feeds. * Promoted to team lead of this group in 2017



Alere Inc.

• United States
• Medical Device
• 700 & Above Employee

• Wellbeing Coach/Quit Coach II

  • May 2010 - Oct 2014

  * Behavior change coaching for weight loss and stress management, participant-facing * Managed a case load of 20 clients on an ongoing basis * Smoking cessation counseling, 15 interventions daily, participant-facing