“Superb leader...Strategic minded, operationally gifted, tactically sound!”

MARK C. ESTORGA

COLORADO SPRINGS, CO

PMP IN PROGRESS • SECRET CLEARANCE

817-***-**** HTTPS://WWW.LINKEDIN.COM/IN/MARK-ESTORGA/ ac74ce@r.postjobfree.com PROJECT / PROGRAM MANAGEMENT • GROUP PRACTICE MANAGER • TEAM LEADERSHIP SUMMARY

Accomplished Project and Program Manager with more than 20 years of experience within a large, diverse organization. Expertise in leading, managing, and inspiring high performing teams providing critical services to a global workforce. Experienced in analyzing, identifying, and solving problems in complex, cross-functional environments, and consulting at multiple levels on continuous process improvement. A natural communicator, effectively liaising at all levels and across organizations, while simultaneously leading multifunctional teams toward a common goal. Success derived from application of lessons learned analysis and industry best practices to ensure personnel development, resource and budget optimization, and efficient processes. United States Air Force Veteran, current Secret Clearance.

AREAS OF EXPERTISE

Project Management Program Management Operations Management Budget / Resource Management Stakeholder Engagement Risk Management / Mitigation Project / Readiness Planner Training & Development Inspection & Validation Medical / Dental Operations Automation / Integration HAZMAT / Infectious Waste CAREER HISTORY

STUDENT / INTERN, ONWARD2OPPORTUNITY – COLORADO SPRINGS, CO MAY – SEPT 2018 In Partnership with the Veterans Career Transition Program, participated in a comprehensive career training, certification, and employment program to launch post-military career with over 30 industry-recognized career tracks / courses, and direct connections to career counseling, training, and access to 400+ employers. UNITED STATES AIR FORCE

MEDICAL GROUP PATIENT ADVOCATE - COLORADO SPRINGS, CO 2017 – 2018 Present hospital patient rights philosophy to patients.

• Resolve patient issues by listening to patients / families and assist in effectively presenting facts to the appropriate hospital representative to develop acceptable patient resolution.

• Address Patient Safety by identifying negative trends and mitigating potential risk.

Reduced patient complaints by implementing processes to trained personnel to listen to patients concerns, and modified practices that caused repeated complaints.

Identified issues by redirecting and counseling medical health professionals and auxiliary staff.

Managed Infectious Waste program per OSHA and Air Force Standards with zero discrepancies, ensuring 100% compliance.

DIRECTOR (SUPERINTENDENT), DENTAL CLINIC OPERATIONS - COLORADO SPRINGS, CO 2016 – 2017 Managed delivery of care within the organization's largest dental care operation, providing support for 7K members across 23 geographically separated unites, producing $3.6M in quality care.

• Managed $375K annual budget, responsible for staff oversight, reporting, and professional development.

• Managed dental service reports and metrics, trends analysis, and process / procedure accountability.

• Guided unit training, responsible for maintaining and tracking training for 170 military / civilian personnel.

• Managed daily schedule for 30 dentists and assistants, forecasting annual leave while ensuring medical requirements were met.

• Develop Strategic plans based on short- and long-range requirements, while defining required resources to achieve mission objectives.

Guided $18M overhaul and construction of a 20-room dental clinic design to ensure FY19 opening.

Integrated a culture of safety by empowering 34 staff with change mindset / attitude, resulting in patient safety rate increase to 100%, exceeding organizational standard by 28%.

Identified manning gap, securing appropriate support to minimize expenditures / save 97% of budget.

Achieved an overall operational satisfaction rate of 98%. DIRECTOR (SUPERINTENDENT), DENTAL OPERATIONS – RAMSTEIN AB, GERMANY 2014 – 2015 Led the largest U.S. Air Force dental operations in Europe, accountable for 138 military, civilian, and local national personnel supporting 239 geographically dispersed units / groups, producing $13.9M in quality care.

• As Group Inspector General Evaluation Management System monitor, supervised 35-member team responsible for conducting inspections to identify shortfalls / issues affecting readiness and training. MARK C. ESTORGA PAGE 2

• Balanced manpower calendar, providing employees time off while simultaneously ensuring medical care.

Directed the largest dental training platform, ensuring new dental personnel were fully trained (eight months ahead of schedule), making them mission ready while maximizing return on investment. Achieved 98.8% readiness rating.

Identified stakeholders to request an Air Force Smart Operations 21 (AFSO 21) event initiation, resulting in critical data being elevated to enterprise executives.

Devised inputs for the inspection dashboard, providing stakeholders current inspection status, benchmarking system for enterprise-wide programs.

Generated strategic transformation of readiness inspection plans, constructing compliance-based, repeatable SOPs that set the pace for new enterprise-level inspection system. READINESS PLANNER, GROUP INSPECTOR GENERAL – RAMSTEIN AB, GERMANY 2013 – 2014 Conducted inspections per Air Force regulation, reporting unit readiness, efficiency, and state of discipline to execute assigned responsibilities and strategy. Direct management responsibility of eight personnel.

• Briefed senior stakeholders on unit requirements validation, conducting readiness inspections and providing feedback across multiple units / groups.

• Directed the largest global dental group, supporting 11K beneficiaries across 130 locations.

• Advisor to senior stakeholders and superintendents regarding staff training and operations.

• Validated unit requirements to identify undetected non-compliance.

Devised leadership dashboard to provide current inspection status to stakeholders. The program was benchmarked for Inspector General programs enterprise-wide.

Fostered German / U.S. relations by building and testing a Major Accident Response Exercise featuring 500 Emergency responders which tested / validated emergency response per NATO agreements. DIRECTOR, CLINICAL DENTISTRY – CITY/STATE 2011 – 2013 Manages dental flight operations, led team in providing $15.7M in dental care.

• Managed daily schedule for 30 civilian and military dentist / assistants to ensure requirements were met.

• Additional duty as human resource manager, tracking civilian and active duty members’ morale and welfare during times of personal crisis.

Guided $1.8M dental facility renovation, creating a roving shift schedule to avert 18% in appointment loss, meeting six-month, $7.4M business target while balancing work requirements.

Leveraged limited manpower to balance group responsibilities with demanding clinical operations tempo, exceeding outstanding customer service, scoring 97.3% on customer satisfaction surveys. DIRECTOR (SUPERINTENDENT) AEROSPACE MEDICINE GROUP – CITY/STATE 2010 – 2011 Managed seven groups encompassing 110 active duty and civilian members across 10 career fields.

• Reviewed all executive correspondence to maintain group business operations. Provided responses and coordinated across all levels of authority to ensure stakeholder objectives were met.

Managed Medical Service Report / data metrics for trends, provided analytical reasoning, and submitted solutions based on critical analysis.

Inspector General Lead Inspector for staff deployment processing. Identified and mitigated potential medical processing errors, and successfully deployed 100 personnel within 72 hours of notification. SENIOR MANAGER, DENTAL OPERATIONS GROUP – CITY/STATE 2006 – 2010 Led clinical operations of a team of 34, managing schedule of 24 dentists / techs to support 3.5K personnel.

• Created and maintained HAZMAT program, ensuring compliance with OSHA and Air Force protocol.

• Assigned work details and scheduled unit appointments, providing manpower to multiple organizations.

Managed $420K dental assistant contract consisting of eight civilians, proving an essential Dental group force multiplier by providing additional support while active duty members were deployed. POSITIONS OF INCREASING RESPONSIBILITY – VARIOUS LOCATIONS 1994 – 2006 EDUCATION CERTIFICATION

BS, Bachelor of Business Management, Wayland Baptist University - San Antonio, TX 2015 AAS, Dental Assisting, Community College of the Air Force 2009 PMP, Project Management Professional Certification in progress, PMI Expected 2019 PMC, Professional Managers Certificate, Community College of the Air Force 2010 Six Sigma Green Belt Certificate, U.S. Air Force - Peterson Air Force Base 2016 COURSEWORK: Basic Inspectors Course, Air Force Inspection Agency; Air Force Civilian Supervisor Course; Intermediate Executive Skill Course; Dental Leadership Course.

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