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Manager Project Management Customer Service New York

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Country: United States
State: New York
City: New York
ZIP: 11221
Posted date: 10/18/2011 … 10/25/2011   all resumes
Contact Info: *********@***.***
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(718) ***-**** (CELL)

Results-driven leader eager to contribute analytic contributions in technology, clinical systems, operations, financial planning, and support services, project management, training, manual writing and communications toward actively supporting a progressive organization as a key full-time staff member. Managing staff and high call volumes over 2,000 per week while providing leadership to key staff members. Create test plans in development and production including deployment. Writing documentation, creating manuals, detailed documents and document analysis.


Information Technology, Master of Science

Computer Science, Bachelor of Science

Teaching Credentials:
2 Years Adjunct Kingsborough Community College - English
5 Years Technical Training College Students- MS Word, Excel, PowerPoint
10 years – Writing Documents- Policy & Procedure, Technology, Manuals, booklets
13 Years NYC Dept of Education –Technology Teacher
3 Years Trainer/Instructor- NYC Department of Education – Software Applications

Experienced Professional with years of success in promoting technical Strategic Vision Planning, Helpdesk management, coordination and liaising, directing, or coordinate activities in such fields as helpdesk, electronic data processing, information systems, systems analysis, and implement computer applications utilizing Microsoft Project, Microsoft Word, Microsoft Excel, Clinical Applications and Project Management. Demonstrates proficient and expert knowledge of current EMR, Patient Registry, and various applications and training experience and medical terminology, Cerner, McKesson, Canopy, Midas, All Scripts, Eclipsys, Epic, Centricity, Siemens, HIS, and MIS Applications. Self-motivated, detail oriented and a proven history of ability to make independent decisions.


Technical Manager of Development & Support
NYC Health & Hospitals Corporation 2007-Present
New York, NY 10038

Implementation, maintenance, support and ongoing training associated with advanced clinical applications including Electronic Medical Record System, Electronic Practice Management System, Patient Registry and Lab Ordering System.
Managing Cerner, and Eclipsys applications with high call volume throughout 12 hospitals.
Develop and maintain custom clinical content . Perform clinical workflow analysis and process redesign. Provides support and maintenance activities for clinical interfaces .
Develops documentation including specifications, project plans and timelines, Act as operational/data liaison with departments to identify and resolve operational workflows issues related to technology,
Knowledge and preparation of BMC remedy change management processes.
Prepare and conform disaster recovery documentation to data center as needed.
Responsible for all application training for physicians, nurses and other clinical staff. Leads IT Projects ensuring and upgrades. It is fundamentally important that the individual in this role understands general clinical workflow and how the software applications are used to support it. Application learning through vendor training, participation on implementation teams and testing.

Manager of Client Services August 2005 – January 2007
City University of NY, NY

Helpdesk Manager of 7 employees. Project management while providing leadership to support students, faculty and staff, troubleshooting daily production of 11 Applications, student email implementation and maintenance, E-Sims, Active Directory, LDAP authentication, Blackboard student/faculty course review and communication. Management of Right Answers Self-Service Portal and Media Services for Faculty. Provide weekly schedule for staff including re-assigning schedules. Provide Website updates of technology services, status reporting, client project team coordination, and quality assurance. Introduced development and applications of client needs assessment and product specification. Define and meet client needs through one-on-one sessions including group trainings. Create, update, and maintain site pages for Technology Page. Coordinate maintained internal technical solutions for managing technical support infrastructure, emergency data and student portals.

Associate Education/ Lead Galaxy Professional June 2002 – August 2005
Helpdesk Lead
NYC Dept of Education, New York, NY

Project Management of Galaxy Financial System. Provide Project Leadership to 4 employees.
Assists Regional Operation Centers, Empowerment, Integrated Service Center and Schools with allocating and monitoring procedures for school operating budgets and creating enhancements to the system. Over 12,000 calls for support throughout the year. Averaging about 3,000 calls per week. Lead project developer for financial reporting. Utilized contemporary design to create concise upgrades for specific client needs. Served as lead over team of six analysts located in other divisions. Assists Regional Operation Centers, Empowerment, Integrated Service Center and Schools with allocating and monitoring procedures for school operating budgets. Provide outstanding customer service resolving financial issues along with analytical planning, documentation, testing and analysis. Tlump analysis prior of all funds entered in to Galaxy system. Prepares fiscal year analysis of expenditures, and prepares financial reporting. Query Tests program software, maintenance and processing applications and provides senior staff with documentation.

Senior I/T Support Manager
Technology Teacher/ Trainer July 1998 – June 2002

Manage and carry out broad range of general management responsibilities for the entire reporting function, including planning, budgeting, and staff management. Establish goals, organize schedules, and manage budgets for report development and enhancement activities. Worked to develop next-gen prototype for IBM Intranet web portal, integrating several legacy financial forecasting tools into a single application. Created fiscal year forecasting while saving company budget of $2 million per fiscal year. Manager of Citrix reporting suite to implement support reports, and editor’s use for news print operations, storing and tagging thousands of user-generated reports. Assisted with proof-of-concept reviews and stress testing. Prepared, designed reconstruction of office, including new office space, & Cat2 wiring to upgrade networking system. Project estimated $1.2 million. Project completion, December 2003. Provide Facilities acquisition and management to ensure safety of employees.

Volunteer, AmeriCorps National Education Service with NYC Public Schools, 1996-1998
Member, National Association for Technical Professional , 2008
Member, St. Francis Alumni, 1998-Present
Member, NYU Polytechnic Alumni- 2003- Present
Community Service- 1975-1986
Employee Impact Award 2006
Education Service Awards 1992-1994


Adobe Dreamweaver
Adobe Photoshop
Adobe Flash
Microsoft Word
Microsoft Power point
Microsoft Excel
Microsoft Project
Galaxy Systems
ATS Systems
FAMIS Systems
MS Office Suite
Electronic Data Email System

SQL Queries

Windows Vista/XP

Specialized Software
BMC Remedy
Track IT

Wireless Network
Anti-Virus Upgrades
Pharos Printing
Active Directory
CIS Society Software
Campus Pipeline
ADM-Email Server
DM-Domain Server
Mail host

ITIL Procedures

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