Client Services Coordinator

• May 2020 - Present

Major Incident Manager

• Jan 2015 - Jan 2020

Worked in the Global Command Center (GCC) as the central cog in the IT Major Incident Management. Responsible for the leading collaboration efforts of triaging and speedy resolution of major outages to Internal and External Stakeholders Globally. Interface with business and technical teams to work toward resolution of Unplanned IT Service Interruptions, always attempting to mitigate financial and/or business shortcomings. Utilize various web conference tolls (WebEx) to join technical experts to pursue multiple avenues of troubleshooting to narrow down root cause and use that knowledge to determine permanent resolutions. Utilize Network monitoring tool, Science Logic, to oversee biggest data center in North America, resulting in preventive ticket creation. Direct weekly international team meetings focused on improving procedures, operations, & sharing lessons learned from exchanges.

Medical Assistant - Site Coordinator

• Jan 2008 - Jan 2015

Site CoordinatorManaged employee schedules, overtime, attendance, vacation time, employee performances, and delivered corrective action when required.Implemented new policies, procedures and trained employees on new software upgrades.Troubleshoot technical issues within the office. Delivers excellent customer service through education and leadership by example while upholding standards & expectations.Managed Physician On-Call schedules ensuring 100% hospital coverage at all times. Maintained adherence to HIPAA, OSHA, and Federal/State insurance regulations. Recognized as an all-encompassing focal point of knowledge directly contributing to streamlined resolutions to complex, escalated issues. Led weekly team meetings with a focus on procedural improvements and acting on customer feedback to provide the best overall experience to patients. Primary Medical AssistantOrganized patient charts prior to clinic hours allowing for efficient patient care and processing. Oversaw patient reception and room assignment prior to seeing Physicians. Instructed and monitored patients in the Coumadin clinic.Applied Holter monitors and processing of results following use. Performed Exercise Stress Tests, Nuclear Stress Tests, Tilt Tables, and assisted with Stress Echocardiograms. Observed post procedure wound check follow-up care. Scheduled appointments, triaged phone calls, and set up procedures with the nearby hospitals.Oversaw the basic interrogation and data processing of pacemaker programs. Served as Clinical Team Leader creating team schedules, managing overtime and directly handling escalated situations.