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Work Background
AdventHealthProgram Manager
Jun. 2023 - Feb. 2024United StatesAssessed program strengths and identified areas for improvement via an evaluation method. Led and organized a multi-skilled team, enabling efficient delivery of overall tasks. Developed prompt communication to resolve project issues and drive sound decision making on services in collaboration with key stakeholders. Maintained accurate and on-time reporting of program status throughout life cycle. Analyzed and mitigated the impact of program risks.
FISService Delivery Manager
Jan. 2015 - May. 2023Denver, Colorado• Strategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationship.
• Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client's geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.
• Works to maintain and grow the client relationship while ensuring ongoing customer service. Leads the sales effort for incremental revenue opportunities and contract renewals. Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Coordinates with the delivery organizations to ensure the delivery of continuous and effective services, and ensures project completion within budget and in accordance with contract requirements.
• Manages operational aspects of projects and is responsible for oversight of vendors and subcontractors.
• May lead personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
FISProject Manager II
Jan. 2015 - May. 2021Plans and coordinates all aspects of infrastructure technical projects from
initiation through delivery
•
Manages project initiation activities that include identifying contractual
obligations, client needs and goals, existing situation, necessary contacts, and
access to existing information as needed
•
Ensures requirements for internal infrastructure technology projects align to
operational standards
•
• Develop alternate requirements or document exceptions as appropriate
Develops, defines and executes project plans, project scope, activities,
schedules, budgets and deliverables
•
• Identifies needed resources for projects, defines and assigns major project roles
Coordinates activities and tasks among project team members, other internal
departments and client or vendor/subcontractor organizations as needed to
meet project goals and ensure project completion is on schedule, within budget
constraints, and of the appropriate quality standards for the project scope
•
Assigns and monitors work of project team, providing technical and analytical
support and direction
•
Interfaces with external clients or field-based employees on technical matters as
needed
•
Manages project risks, issues/problems, and activity progress to ensure project
goals (e.g., deadline, scope and quality) are achieved
•
• Participates with problem resolution or risk mitigation as needed
May manage the integration of vendor/subcontractor tasks, and track and review
vendor/subcontractor deliverables, if appropriate for the project
•
Serves as liaison between technical and non-technical teams, in internal
organizations as well as in client and vendor/subcontractor organizations, to
ensure all project targets and requirements are met
•
Conducts project closure activities to formalize and communicate the project
acceptance, handover documentation and ongoing activities to accountable
teams and complete a post-implementation review to identify areas of
improvement
BT ConferencingService Manager
Jul. 2008 - Mar. 2014Denver, COFirst point of contact for specific clients with questions regarding services. Liasion between help desk engineers and client for any escalated issues. Responsible for client understanding the benefits of their services through reporting and updates. Observe customer trends and usage in order to develop and drive process improvements.
Build excellent service relationships to improve customer satisfaction.
Monitor activity of accounts provide valuable reporting back to the customer on their specific stats in monthly and or quarterly meetings.
Serve as a liaison for the customer for internal BT departments – lead cross functional initiatives to improve quality of service a specific customer group.
Proactively address customer service issue and provide constant communication until issue is resolved.
Assist in developing and promoting customer trainings and service adoption material.
Assist with collections and billing support, make sure all conferences are accurately billed and that BT is able to collect on product and services.
Generate price quotes for video, audio and event services and equipment.
Expand and grow revenue.
Arrange monthly reviews with top accounts to review supports and services.
BT VideoconferencingTeam Engineer
Jul. 2008 - Mar. 2013Cisco TelePresence Concierge Help Desk, frontline support for client questions and technical issues. Responsible for advising clients about situations from Engage scheduler to all meeting options, and instructing site technicians to troubleshoot issues with the devices. Determining whether replacement parts are needed, or if more in depth testing can repair issue. Assisting in installs of Cisco TelePresence units, CTS 500, 1000, 3000, 3200.
Working closely with Product Management overseeing the completion of client sites. Following the process from order, networking, installation, to Day 2 support. Also, working with CRM team to update and manage client facing correspondence of issues and resolutions. Day to day responsibilities include tracking all client requests within Service Desk opening tickets for any issue, and taking on assigned projects and escalations from management, account managers, or from other colleagues. Work closely and establish communication with vendors and BT departments for escalations and assistance with problems that are outside my or the Immersive Team's realm.
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