Customer Service Management

Gina Potenza, CBCP

*** ********* ***** . *********, ** 48306

248-***-****. abjm7f@r.postjobfree.com

DIRECTOR OF INFORMATION SYSTEMS

Business Continuity Planning ~ Project Management ~ System Upgrades

Change Management ~ Performance Improvements ~ Policies and Procedures

Dynamic professional with thirteen years of progressively responsible

positions supervising and planning information technology programs. Hold

master's degree in Telecommunications and extensive training in technology

environments. Perform strategic planning and oversee high-level IT policies

and procedures. Effectively direct projects to improve customer service,

profitability, network reliability, and performance. Control budgets of up

to $1.5M and supervise senior IT professionals and technicians. Utilize

variety of data analysis techniques to create effective programs. Certified

as Business Continuity Planning Professional; adept at performing disaster

recovery and change management planning.

PROFESSIONAL EXPERIENCE

LABORATORY ALLIANCE OF CENTRAL NEW YORK, Liverpool, NY 2003-March 2010

Director of Information Systems, 2008-March 2010

Oversee the day to day maintenance, security, troubleshooting, upgrading

and issue resolution in a high-availability, 24x7 systems environment.

Direct and develop five IT management personnel. Work closely with other

senior managers and operations to ensure business needs are understood

and systems/technology environments meet those needs. Direct business

continuity program. Prioritize and manage all IT related projects. Train

IT staff and assess competencies. Control IT change management process

and develop IT policies and procedures. Oversee planned maintenance

activities. Administer $1.5M annual IT budget; evaluate vendor contracts

and approve purchases.

. HIPAA and regulatory agencies required formalized recovery plan.

Served as project leader for development of comprehensive business

continuity plans, ensuring compliance with accrediting agencies and

resulting in recognition for ability to mitigate, respond to, and

recover from business interruptions.

. Extended system downtimes adversely affected patient care and

employee productivity. Created policies, procedures, and tools to

better assess and track any changes in live information systems

environment, improving efficiency of changes while preserving

patient care.

. Led project to implement financial management system and developed

tools using MS Access, Monarch, and VBA to automate daily reporting

and analysis needs; resulted in more secure and reliable system,

improved audit data, and efficient information reporting functions.

Information Systems Manager, 2003-2008

Proactively identified and applied enhancements to processes and systems.

Provided strategic consultation for system needs, benefits, and

requirements. Served as technical lead for all projects related to

business systems and managed business continuity program. Created and

executed CRM application to track customer experiences, sales

opportunities, and help desk calls. Produced analytical tools to

establish needs analysis studies, ROI reports, and RFPs. Conducted

management training classes. Created inventory management system,

providing data for analysis and decision making.

. Evaluated lab requests for numerous reports which were being

completed manually. Created applications to automate reporting

using MS Access, SQL,VBA and Crystal. Reduced report generation

time from weeks to minutes.

. Managed project to improve courier fleet routing system, saving

fuel costs and meeting FTE requirements, while improving customer

service by providing more consistent routes and faster response

times.

. Utilized Failure Modes Effects Analysis method to evaluate new and

existing process. Analysis reduced risk for laboratory errors and

increased patient safety.

. Enhanced workflow process and established billing process for

laboratory testing, improving turnaround time for new tests and

changes to production.

AMERICAN HEART ASSOCIATION, Syracuse, NY 2001-2003

Business Systems Analyst

Participated in enterprise-wide taskforce for deployment of data-

warehousing tool. Developed workforce database using SQL Server 7.0 and

Access. Streamlined system for employee recruitment and asset management.

Led technology staff and ensured successful rollout of new operating

environment for 150 users. Served as Definity PBX Administrator. Advised

staff on options, risks, and cost-benefits to improve business processes

and system priorities.

. Led implementation team and trained staff, achieving successful, on-

schedule rollout of Siebel CRM system.

. Analyzed telecom environment for 15 locations and developed

proposals to change configurations, saving $10K .

~ Continued ~

~ Page 2 ~

Gina Potenza, CBCP

248-***-****. abjm7f@r.postjobfree.com

PROFESSIONAL EXPERIENCE (CONTINUED)

LINCOLN LIFE AND ANNUITY OF NEW YORK, Syracuse, NY 1997-2001

Manager of Technical Infrastructure

Administered 40-user technical environment. Installed, set-up, and

maintained computer and telephony networks. Managed network and telecom

infrastructure, maintained servers, supported users, and upgraded

systems. Acted as webmaster and provided technology content ownership for

internet and intranet sites. Developed Access database to manage sales

leads for 1,500 agents. Established procedures for Y2K error detection

and event management and restoration. Coordinated with multiple offices

to develop, document, and maintain disaster recovery plan. Ensured

licensing compliance for software and hardware components. Maintained

employee security profiles and access requests to ensure compliance with

company information handling practices.

. Led successful transition of enterprise-wide call center service

bureau, improving fulfillment turnaround time and providing high-

quality customer service.

. Developed and conducted training sessions to increase productivity

and minimize technical work interruptions.

. Received two annual employee recognition awards.

Prior experience in training, maintenance and troubleshooting POS systems,

computers, and software for McDonald's.

EDUCATION AND TRAINING

Master of Science in Telecommunications, SUNY Institute of Technology,

Utica, NY. GPA: 3.84/4.0.

Bachelor of Science in Information Systems Management and Technology,

Syracuse University, Syracuse, NY. GPA: 3.92/4.0.

Relevant Training: Incident Command Systems, HIPAA Administrator, MS FrX,

Access, SQL server, VBA, Crystal Reports, Kepner-Tregoe Project Management,

Definity ECS Administration, Intuity Message Solutions, G3 Expert Agent

Selection, American Heart Association Career Advancement, Employee

Coaching, and Conflicts in the Workplace.

Conferences and Meetings: Association for Contingency Planners, Disaster

Recovery Journal, and Sunquest User's Group.

TECHNICAL SKILLS

Software/OS MS Access, Visual Basic Applications, Monarch, Crystal

Reports/Enterprise 9, SQL Server, MS Exchange, Sunquest

Clinical Information Systems, Dynamics GP, FrX, ESRI Routing

Software, Lab QMS, Paramount Workplace, MS Office, MS Project,

GoToMyPC, PC Anywhere, Visio, Total Access Admin, Analyzer,

Code Tools, Components and Visual Agent, Novel GroupWise

Siebel CRM, Siebel Answers Development Tools, Windows

9x/NT/2000/XP,SPSS, Imaging, Internet Information Server.

Telephony Lucent Definity, PBX, Intuity/Audix Voicemail, PictureTel

Components Videoconferencing, Call Accounting, Digital Recording

Platform, and Basic Call Management Software.

Operating and Windows 9x/NT/2000/XP/Vista, Microsoft Active Directory, and

Networking Novell Netware 4.11.

Systems

CERTIFICATION, AFFILIATIONS, AND PRESENTATIONS

Certified Business Continuity Professional, Disaster Recovery Institute

International.

President of New York Capital Chapter for Association of Contingency

Planners.

Co-chair for Subcommittee for Laboratory Disaster Planning for Clinical

Laboratory Standards Institute.

Past-President of Central New York Network Users Group.

Numerous speeches made at industry meetings and conferences; topics

included: People Continuity Planning, Disaster Preparedness, PPBI Mock

Disaster Scenario, Disaster Preparedness for Laboratories, and Community

Disaster.

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