Experience

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  Iron Bow Technologies

  • Project Manager
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  Iron Bow Technologies

  • Junior Project Manager

    • Apr 2024 - Present

    Supports the service delivery lifecycle from project inception to close-out, driving the success of initiatives within the Department of Veterans Affairs, Office of Connected Care, Telehealth contracts.

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  Philips

  • Netherlands
  • Hospitals and Health Care
  • 700 & Above Employee

  • Technical Services Consultant

    • Sep 2022 - Dec 2023

    Led the technical scope of implementations for the eICU Enterprise Telehealth software program, eCareManager, its suite of clinical reporting tools, and integrated audio/visual solutions, assuring customer satisfaction and long-term success of the program.• Collaborated closely with internal and external stakeholders to comprehensively assess customer needs, requirements, risks, and project tasks, ensuring successful implementation of the software program for customers (encompassing new installs and major/minor upgrades).• Successfully executed technical implementation deliverables, including system build, configuration, validation, and testing, and creating detailed technical and project documentation.• Gained and maintained extensive understanding of the capabilities and functionality of the program's products to consistently meet customer needs, advocate value, offer recommendations, and perform required duties. • Mentored and trained the trainer, empowering customers with knowledge and skills to proficiently manage their systems and leverage the full capabilities of the program.• Delivered customized stakeholder presentations for all technical aspects of the implementation project, effectively communicating the software product's technical features and intricacies. • Provided escalated support for technical issues related to the program, including enhancement/bug submissions, ensuring smooth operation and functionality of the software for customers.• Provided remote and onsite technical consultation services tailored to optimize the software's performance within diverse customer environments.• Managed and documented customer and product technical information and solutions, providing comprehensive resources for ongoing support and development activities.• Conducted customer meetings to collaborate and engage project updates, feedback, issues, etc.• Secured security clearance for VA and DOD projects, demonstrating professional and personal integrity.

  • Technical Service Engineer

    • Oct 2018 - Sep 2022

    Client-facing role driving client and product success. Managed, and resolved technical product requests and incidents for the eICU Enterprise Telehealth software program, eCareManager and its associated clinical reporting tools, and integrated AV solutions.• Analyzed and resolved application-related issues in the customer environment, covering areas such as application administration, SQL database, server and storage management, network connectivity, AV security, and workstations.• Identified and resolved interfaced data integration issues by examining HL7 code structure and utilizing Rhapsody Management Console/Rhapsody IDE, ensuring compliance with established interface specifications, and providing customer advisement.• Diagnosed and troubleshooted problems with integrated Telehealth video collaboration platforms, acting as a liaison between customers and third-party vendors to facilitate resolution.• Oversaw custom report and enhancement requests, aided identification and reporting of software bugs, and performed proactive monitoring of product demo environments, hosted customer systems in Azure, and data transport systems.• Conducted and coordinated various project tasks, supporting business and customer success. • Performed application and interface configurations, database updates, and customer product training.• Peer-elected onto the Services Leadership Council to orchestrate and align team requirements, strategically devising collaborative initiatives to optimize operational success and drive business excellence.• Collaborated cross functionally with internal development, database administrators, clinical teams, project managers, interface engineers, and technical consultants. • Provided rotational 24/7 on-call availability.

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  Brink’s Inc

  • Hunt Valley, MD

  • IT Support Technician

    • Aug 2015 - Oct 2018
    • Hunt Valley, MD

    In a crucial internal customer-facing role, ensured seamless business operations. Managed technical service requests and incidents, providing adept troubleshooting and remediation for PC-level LAN, wireless, and VPN connectivity issues. Managed configuration, installation, and maintenance of inte...

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  McCormick & Company

  • Hunt Valley, MD

  • IT Security Intern

    • May 2015 - Aug 2015
    • Hunt Valley, MD

    Engaged in a comprehensive program centered on identity access management, infrastructure security, and application security. Collaborated with application, infrastructure, and identity management Security Analysts on internal IT security tasks and projects, effectively resolving security inciden...

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  Tail End Kennels

  • Reisterstown, Maryland, United States

  • Client Services & Administrative Manager

    • May 2010 - May 2015
    • Reisterstown, Maryland, United States

    Provided overall client services and administrative management, enabling smooth operations of daily tasks to run the business and successfully serve its customers. Managed client relationships, including onboarding and specialization in complaint handling and resolution, ensuring customer satisfa...