Technical Program Manager

• Mar 2022 - Present

Sr Tech Project/Program Manager

• Apr 2021 - Mar 2022

• Led customer research, design, architecture solutioning, development, and deployment of a Virtual Agent platform supporting 350k employees cross integrated with various internal platforms• Led and delivered a full knowledge base migration into ServiceNow driving $600k in yearly savings, 22k+ hours of downtime avoidance, and establishing framework for future automation• Created and deployed an Agile PMO structure and Adoption Management Program to coordinate and deliver strategic initiatives across a matrixed organization

ITSD Process Improvement Lead

• Jun 2018 - Mar 2022

TSC Commercial Integration Management Lead

• Sep 2014 - Mar 2022

Communication between Business needs and IT integration, process development and improvement, document creation and improvement (visio, ppt, etc.), networking, training, and functions as the SME for supporting teams.• Work directly with internal / external teams to illuminate service needs & establish best solution / practice fit• Partner with Optum sales, project managers & executives to ensure contractual obligations are adhered to & the customers are completely satisfied• Train the TSC Support Teams, establish the Subject Matter Experts (SME) for ongoing support, & create their process & knowledge documentation• Liaison to the UHC Military & Veterans Help Desk as well as the Commercial Service Desk for questions & directional inquires• Owner of a Hewlett Packard Service Manager (HPSM) Help Desk workgroup for all access management issues involving external client companies

Military And Veterans Analyst

• Feb 2013 - Sep 2014

General phone support, Incident Management, Trainer, SME, Document creation, and provisioning lead.• SME for the UHC Military & Veterans Service Desk team as well as the Senior Incident Management Lead for high priority incidents • Conducted training for entire UHC Military & Veterans Service Desk team of 16 & subsequently created associated process & procedure documents• Provisioning access for all UHC Military & Veterans Service Desk team members as well as UHC Military & Veterans employees at large• Worked with Executive Support & Corporate teams to help establish a basis for new employee on-boarding procedures• Maintained all call metrics at the company standard while delivering quality customer care• Liaison to the following teams & Sub-Contractors: Access Administration, the Office of Information & Assurance (OIAC), the Office of the Chief Information Officer (OCIO), Citrix, Secure, RSA, Active Directory, PGBA, SourceHOV, Cognizant, LHI, and Accenture.

Advanced Repair Agent

• Mar 2011 - May 2012

Hardware Repair, Software Repair, Diagnostics, Computer Maintenance, New Employee Training Hardware Repair, Software Repair, Diagnostics, Computer Maintenance, New Employee Training

IT Supervisor

• Mar 2010 - Sep 2010

Account Management, End User Device/Peripheral Repair/Maintenance Account Management, End User Device/Peripheral Repair/Maintenance

Systems Administration

• Jan 2008 - Jan 2010

Enterprise Level Admin, Server Migrations, Data Migration, MS Exchange Server Administration, New Employee Training Enterprise Level Admin, Server Migrations, Data Migration, MS Exchange Server Administration, New Employee Training