Customer Service Engineer

William Pearch

nd

*** * ** ***, ********* Alaska 99503

907-***-**** – **********@*****.***

Chief Information Officer

Visionary and goal oriented Senior IT Executive with demonstrated experience in

planning, developing and implementing information solutions to address business

and health care opportunities. Develop strategic plans for Health IT

implementations and operations, training, and business operations. Initiate and

enforce budgetary controls addressing company need and overall vision.

Recognized as a thought leader within Alaska Health IT. Adept at crisis

management, troubleshooting, problem solving, negotiating, and stakeholder

involvement in technology projects. Experience in strategic and capacity

planning, project and resource management, cross functional team building,

system support ‘nuts ‘n bolts,’ and EHR deployment.

Areas of Expertise

Communications Team Building Business Operations

Budgeting Communicating Vision Vendor Management

Board Relations Motivating Change Virtualization

Leadership Strategic Planning Security/Disaster Planning

Selected Achievements

• Implemented two different Electronic Health Records in rural Alaska.

• Led process evaluation and redesign associated with moving from paper

to electronic records.

• Deployed new and leading edge technology to over 75 village clinics in the

past 9 years – allowing community health aids to use the Electronic Health

Record, video conference with physicians, and improve patient care

outcomes at a lower overall cost.

• Created a culture of communication between Medical Staff, Nursing Staff,

and Information Systems.

• Stabilized system uptime through standardization, virtualization and

change management practices. IT just works.

• Implemented a Common Operating Environment on desktops and laptops

reducing support costs, increasing security, and cutting time to repair from

multiple days, to about an hour.

• Implemented a sweeping virtualization campaign that extended all the way

to the user’s desktop.

• Smoothed the budgetary cycle of desktop and laptop replacement from a

major project every 4-6 years to a measured, reasonable and consistent

process.

• Implemented SharePoint to enhance internal communications and work

flows.

• Implemented single sign on to improve overall security while enhancing

the end user experience.

• Effectively worked as the trusted advisor to senior leadership teams.

Experience

Chief Information Officer

Yukon Kuskokwim Health Corporation, Bethel, Alaska – 2011-2013

With a staff of 30, oversaw the technical implementation of Cerner Millennium (32

modules) and Oracle PeopleSoft for over 1700 users. Worked closely with all

departments and at all levels in the organization to identify challenges and

solutions both within the scope of the RAVEN EHR project and outside of the

project. Successfully implemented a unified storage network and virtual

environment for both servers and virtual desktops. Oversaw the deployment of

nearly 600 new ‘zero’ clients and the redeployment of over 400 desktops into a

virtual configuration in 47 remote clinics and 10 Bethel based facilities.

Implemented Single Sign On with proximity cards for all YKHC users. Coached

several staff into higher positions of responsibility and was a cheerleader for

personal and professional development at all levels of the organization. Worked

closely with Medical Staff to develop a Video Conferencing solution that met the

clinical needs of physicians and patients. Managed an annual budget in excess

of $10 million and maintained dotted line relations to a number of ‘shadow IT’

employees throughout the company. Through effective communication and

innovative (and mundane) use of technology, realized a cost savings to YKHC of

nearly $1 million dollars in FY12. Raised the level of customer service to new

heights by engaging and empowering staff, modeling desired behaviors, and

taking part in desk visits with help desk staff to assist with the most challenging of

issues and customers.

Chief Information Officer

Bristol Bay Area Health Corporation, Dillingham, Alaska – 2004 – 2011

Managed staffing, budgeting, software development, system design, integration

of software and hardware, HIPAA Security, and EHR Project ownership.

Responsible for the support of over 450 end users, over 400 workstations,

laptops and servers, WAN connections to 27 clinics, effective interaction between

Meditech and RPMS, and an annual budget of over $3.5 million. Implemented

an effective help desk function and significantly reduced employee frustration

related to communication between IT and the various functional areas of the

organization. Maintained an active role in compliance activities and Joint

Commission survey preparedness.

• Used ITIL concepts in developing a helpdesk and system support model.

• Increased systems supported by 25% over 6 years with no increase in

system support staff.

• Created effective cross department teams to address specific processes

or problems.

Telehealth Systems Engineer

GCI Broadband Services, Anchorage, Alaska – 2001 – 2004

Responsible for customer relations and technical success for all of GCI’s rural

healthcare customers. Provided technical assistance on networking, Microsoft

Active Directory, Exchange, firewalls, wireless and storage management. Acted

as advisor to regional health corporation CIOs. Configured DHCP and DNS for

Norton Sound Health Corporation. Installed wireless and network for Council of

Athabascan Tribal Governments. Designed Active Directory for Bristol Bay Area

Health Corporation. Worked closely with Maniillaq staff on a number of

networking issues. Assisted Eastern Aleutian Tribes with VoIP deployment.

Designed ConnectMD network and implemented the first MLPS network at GCI.

Technical Trainer and Consultant

CompuCom Systems, Anchorage, Alaska – 1999 – 2000

Microsoft Certified Trainer for Windows NT and Windows 2000, Active Directory,

Proxy Server, IIS, and other technical classes. Provided onsite training to YKHC

staff on networking and Microsoft Windows 2000. Provided Y2K support to

Providence Hospital in Anchorage. Active Directory engineer at Phillips

Petroleum for Windows NT4 to Windows 2000 conversion. Developed Storage

Area Network designs for national customers.

Plant IT Coordinator

Kellogg’s, Omaha, Nebraska – 1998 – 1999

Managed staff in support of all IT functions at the Omaha Kellogg’s Cereal plant.

Provided break/fix, email support, and backup/disaster recovery. Implemented

Citrix thin clients on the plant floor to provide access to key systems.

Implemented a document management system with a catalog of all manuals and

reference materials.

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