Manager Customer Service

Patricia Aversano

** ************ ****** ~ Valley Cottage, NY 10989 ~ Home 845-***-**** ~

Cell 914-***-****

Email: ***.********@*****.***

Objective

APPLY MY BROAD EXPERIENCE AND KNOWLEDGE IN INFORMATION

TECHNOLOGY TO A CHALLENGING POSITION OF MANAGING FUNCTIONAL AND

TECHNOLOGICAL SOLUTIONS TO CURRENT BUSINESS ISSUES AND MANDATES.

Experience

BON SECOURS HEALTH SYSTEM - NORTH EAST DATA CENTER FEBRUARY

1998 - OCTOBER 2012

North East Data Center

Customer Service Quality Manager

October 2007 - October 2012

Responsible for assuring overall quality in the reporting,

recording utilization and follow up of support tasks,

assignments and information usage. Provide oversight and

coordination to the information systems support functions as a

liaison between local system and the Enterprise Service Center

(BSHSI - ESC). Maintain a close working relationship with IT

Senior Management and the ESC to ensure that reported issues

within IS operations and systems are functioning efficiently and

meeting the needs of our customers. Provide technical support

and maintenance for upgrading and release management for both

software and hardware of the legacy systems.

o Systems supported and maintained for North East Data Center:

- Quadramed/Affinity (Acute Care Clinical & Financial

software)

- American Health Care/Harmony - (Skilled Nursing Facility

(SNF) software)

- CACTUS - physician/medical staff credentialing software

o Core team member/leader of the following implementation

projects:

- FrontRange Help Desk/ITSM Application - eHeat - between

enterprise and local staff

- Standard Register - Forms on Demand (FOD) and Patient

Link-Up (PLUE)

- AHC/LANSA - PC based documentation for SNF - Minimum Data

Set/Patient Review Instrument (MDS/PRI) integrated with

AHC/Harmony

- CACTUS - merge 3 separate physician databases to one

database to allow access for a centralized medical staff

office and preparation for future EMR.

Schervier Nursing Care Center - IT Site Manager

January 2001 - October 2007

Provide information technology support to all users at Bon

Secours Health Systems New York - Schervier Nursing Care Center.

Assure that all information is accessible and integrated for

management and staff for the continual support and improvement

of their organizational processes.

o Systems supported and maintained at SNCC:

- McKesson/Horizon Home Care

- Siemens Delta/Novius Application - Clinical and financial

application

- Network and local PC software and hardware, example:

Microsoft Office Suite

o Core team member/leader of the following implementation

projects:

- Convert a manual time and attendance and an outsourced

payroll system for over 1,200 employees to an automated

enterprise wide time and attendance (KRONOS) and in-house

personnel/payroll systems (LAWSON)

- Migrated a semi-automated staffing/scheduling system of

over 500 clinical staff to a fully automated and integrated

Nursing department resource and scheduling system (RES-Q)

North East Data Center - Integration, Manager

February 1998 - December 2000

Managed and guided staff through all integration projects via

queries and/or other database export applications available.

Analyze and prepare software and database conversion through

Y2K.

Nyack Hospital

Director, Information Technology

April 1991 - December 1997

Lead and advise administration, management and staff in short

and long range planning of information systems needed to provide

a technological architecture that is aligned with the hospital's

strategic business plan. Administer to a department of 14

employees and maintain an operational budget of $1,600,000.00.

Manage, develop, and implement the department's 24 x 7

operational goals, objectives, policies and procedures.

Projects included:

o Formed and chaired a multi disciplinary Information Systems

Strategic Planning Council to support and maintain both the

clinical and financial technology needs of the organization

and provide a hospital-wide tool for capital budget planning.

o Planned and organized the successful move of the Data Center

from the hospital facility to a remote site. Project

included:

* Development of an enterprise wide LAN/WAN consisting of

a fiber optic backbone, CAT 5/UTP cabling to the

desktops and five T1 lines for remote communications and

processing.

* Upgrade of the IBM AS/400 from CISC to RISC processor.

* Placed more than 240 PC workstations throughout the

institution, assuring proper connectivity to the network

and multiple systems.

o Assessed intra/interdepartmental computing needs, negotiated

proposals/contracts and directed implementation, integration

and support of the following systems:

* Cost Accounting, Resource Utilization and Decision

Support System.

* Contract Management System for tracking of managed care

contracts.

* Optical Imaging System for patient financial and medical

documentation.

* Case Management/Nursing Documentation Information

System.

* Radiology Scheduling and Flow Control Information

System.

* Anatomical Pathology Information System.

* Home Care Patient Financial and Clinical Information

System.

* Interface Engine to integrate all data between multiple

system platforms.

Assistant Manager, Data Processing

January 1984 - April 1991

Coordinate user support of both operational and functional activities

between Data Processing and hospital personnel. Supervise and

coordinate work of Programmer and Systems Analysts through project

design, implementation and maintenance. Lead role in preparing and

implementing multiple computer system conversions including:

o 1984 - Applications developed in-house for Payroll, A/P, G/L,

Budget and patient billing converted to a time-shared system from

Mc Donnell Douglas HDC/HFC (McAuto) running on Motorola IV Phase

hardware.

o 1989 - Mc Donnell Douglas HDC/HFC System replaced by

Baxter/Travenol System (HBO & Co.) running on an IBM System/38.

o 1990 - Migrated applications and databases from IBM System/38 to

IBM AS/400.

o 1991 - Replaced standalone Laboratory Information System with

Cerner LIS running on a DEC VAX 6410 and fully integrated patient

data, orders and results with the IBM AS/400 core information

system.

technical background

> HARDWARE PLATFORMS: IBM AS/400 - RISC MODEL 720, MODEL 510, CISC

MODEL E70, RS6000, SYSTEM/38; HEWLETT PACKARD UNIX SERVERS, DIGITAL

PDP 11/84, VAX 6410, VAX ALPHA; BURROUGHS 1700, 586/PENTIUM PC'S.

> Applications/Software: Quadramed's - Affinity, Document Imaging;

Delta's - Novius; American Health System's - Clinical & Financial;

HBO & Co.'s - Series 2000, Saint, OR/Star, Trendstar, Pathways

Contract Management; MicroHealth Systems; Home Care Information

Systems - Financial & Clinical; Lotus Smart Suite; WordPerfect; MS

Office Suite 2010; Microsoft Exchange E-Mail; Citrix.

> Programming Languages: IBM SQL; JCL; RPG II; RPG III; COBOL.

Education

STATE UNIVERSITY OF NEW YORK, COBLESKILL, NY

Associate in Applied Sciences, Major in Computer Information Systems,

May 1971

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