Experience

Microwize Technology, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Technical Operations

  • Jun 2023 - Present

• Support and Client Services Manager ★ Drove Continuous Process Improvement

  • Dec 2007 - Present

  I was promoted to the role to oversee daily operations of technical support and maintained alignment of processes with the client services, product management, and technical project operations teams. In this role, I led a complete turnaround of the Client Services and Technical Support organization.I serve as the liaison to technical support and development teams to assist with high-priority and mission-critical items.SELECTED ACHIEVEMENTS:✔ Spearheaded the implementation of a new customer communication and resolution handling system, which achieved consistency, effectiveness, and efficiency.✔ Limited future issues by developing and prioritizing enhancements lists for products; effectively captured customer feedback and analyzed reporting metrics.✔ Led throughout the software implementation processes, including deployment and delivery of new releases across the customer base.✔ Conducted root cause analysis and developed new processes for prioritizing and processing tickets. ✔ Trained and mentored staff on cross-functional areas, including client services, productmanagement, and technical support.✔ Enabled cross-department training on technical support, which significantly increased individual, team, and company capability.✔ Collaborated with the executive team on defining short-term and long-range strategies that focused on technical support and client services. Show less

• Member, Advisory Board ★ Practice Strategy

  • Dec 2008 - Present

  As a member of the company’s advisory board, I assist vendors on time-sensitive and regulatory government changes. Client’s included McKesson, eMDs, and CGM. In this role, I collaborated with executive-level decision-makers on defining technical support and client services best practices, as well as established a team for Quality Assurance for testing processes.

• Project Manager ★ Drove “Client First” Culture Across the Organization

  • Dec 2017 - Dec 2020

  I was promoted to oversee the full scope of technical projects and programs from project planning, strategy, forecasting, implementation, and post-implementation support.In this role, I supported the company’s transformation into the largest nationwide VAR by creating a culture of best-in-class technical support, product management, and project delivery.SELECTED ACHIEVEMENTS:✔ Determined optimal design with the client’s EHR environment by collaborating with the client and technical teams.✔ Maintained accuracy and consistency throughout the full project lifecycle; established training documents, manuals, processes, and SOPs.✔ Ensured attainment of Service Level Agreements (SLA) and maintained compliance with internal and external policies and procedures, including Federal government requirements.✔ Saved $170K annually by reviewing employee job responsibilities and reallocating employees to other organizations when necessary.✔ Established a client-first culture by ensuring the clients understood they were a priority regardless of project scope or company bandwidth. Show less

• Implementation Consultant ★ Client Services, Product Management, and Software

  • Dec 2015 - Dec 2017

  I was recruited to the organization to support clients and provided project management on technical implementations. I served as an internal Subject Matter Expert (SME) on resource planning, software implementation, process documentation, client services, and product management. Coached and led teams through project implementations, software rollouts, and integrations.SELECTED ACHIEVEMENTS:✔ Achieved best-in-class capabilities by implementing software solutions best practices, increasing technology awareness, legislation, and process improvement.✔ Delivered top client satisfaction by maintaining trusting relationships with clients, quick deployment, as well as adequate training. Show less