Operations, Technical Support and Project Management

Location:

Albuquerque, NM

Posted:

June 25, 2024

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Resume:

**/**** - **/**** ******** of Operations and Technical Support

Net Medical Xpress Solutions, Albuquerque, NM

Directed operations at a 24/7 call center specializing in Radiology, interpreting images and disseminating reports nationwide and internationally. Led a telehealth call center delivering continuous services in Neurology, Neurosurgery, Cardiology, and Psychiatry to the majority of healthcare facilities throughout New Mexico since 2013.

Spearheaded the development of a new SaaS-based Electronic Medical Record (EMR) system, overseeing the migration of customer data from an existing PACS system.

Orchestrated enhancements in a quality assurance program, conducting regular audits to identify and rectify service deficiencies. Initiated and managed a telemedicine project to enhance primary care access MIGUEL WILLIAMS

1229 JEANETTE AVE SW, ALBUQUERQUE, NM 87105

Phone: 505-***-****

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

Objective

Seasoned professional with 15 years of experience in IT, technical support, operations management, and project leadership, seeking to leverage a comprehensive background in driving technology projects and optimizing operational processes. Adept at leading cross-functional teams and implementing strategic initiatives that enhance efficiency and drive growth. Eager to contribute proven skills in problem-solving, innovative solutions development, and operational excellence to a dynamic team. Ability Summary

Operations Management: Successfully managed two 24/7 call centers, specializing in radiology and telemedicine services across various specialties including Neurology, Neurosurgery, Cardiology, and Psychiatry. Provided critical diagnostic and treatment support to 80% of hospitals throughout New Mexico, enhancing healthcare accessibility and quality. Project Leadership: Proven track record as a project manager in developing and deploying technology solutions in healthcare settings. Led the creation of a SaaS-based EMR system, transitioning customer accounts from an existing PACS system to enhance operational efficiency. Oversaw the development and execution of a telemedicine program for maritime vessels, significantly improving primary care accessibility at sea. Quality Assurance: Engineered and maintained a quality assurance program with monthly audits, identifying and addressing service shortfalls to consistently elevate service standards. Laboratory Management: Spearheaded the construction and operation of a CLIA moderate complexity lab during the COVID-19 pandemic, developing mobile testing sites in partnership with the NMDOH to deliver timely antigen and PCR testing. Technical Expertise: Over 15 years of hands-on experience in technical support across various sectors, including direct management of technical support teams. Managed VPNs, DICOM tunnels, and imaging software as a PACS Administrator, ensuring robust, secure data handling and system operations.

User Experience Design: Collaborated with physicians across major medical specialties to refine workflows and UI for medical systems, significantly boosting efficiency and user satisfaction. Clinical Trials Management: Acted as a clinical manager for FDA clinical trials within laboratory settings, ensuring compliance and accuracy in trial execution. Marketing and Outreach: Led innovative marketing campaigns integrating social media, sales funnels, email marketing, and SEO to expand reach and engagement, demonstrating a unique blend of technical and creative acumen.

Employment History

for international maritime crews.

Established a CLIA moderate complexity laboratory during the COVID-19 pandemic to facilitate antigen and PCR testing, including the development of mobile testing units under a state contract.

Provided project management support during a critical transition period for Artesia General Hospital's Radiology department, following the disengagement of their original radiology service provider. Maintained critical infrastructure for mobile and hospital-based radiology services, including VPNs, DICOM tunnels, and imaging software as a PACS Administrator.

Over 15 years of technical support leadership, directing a team to resolve issues across various sectors and improving customer service delivery. Collaborated directly with physicians across multiple specialties to enhance user interfaces and workflows, significantly boosting efficiency. Managed clinical operations for FDA-regulated trials within a laboratory environment.

Drove marketing initiatives through social media, sales funnels, email strategies, and search engine optimization to enhance brand visibility and engagement.

02/2015 - 10/2019 Technical Support and Operations Manager Net Medical Xpress Solutions, Albuquerque, NM

Coordinated employee scheduling for a round-the-clock call center, ensuring optimal staffing levels at all times.

Managed physician scheduling within a 24/7 call center environment, facilitating seamless service delivery.

Provided technical support by diagnosing and resolving customer issues, enhancing system reliability and user satisfaction. Administered a comprehensive VPN network, maintaining secure and stable connectivity across the organization.

Led a quality assurance program, implementing rigorous standards to improve overall service quality and compliance.

Addressed and resolved customer feedback regarding physician reports, prioritizing client satisfaction and service excellence. 11/2007 - 02/2015 Operator/Tech Support

Net Medical Xpress Solutions, Albuquerque, NM

Conducted detailed inspections of radiological images and ultrasounds to identify and rectify human or technical errors.

Liaised with physicians to expedite the reading of radiology exams, ensuring timely diagnostic results.

Authored addendums to amend inaccuracies in radiology reports, upholding the highest standards of medical documentation.

Alerted clients to critical findings in diagnostic exams, facilitating immediate medical responses.

Collaborated with x-ray and ultrasound technicians to troubleshoot and resolve equipment malfunctions.

Partnered with hospital personnel to verify patient information for accuracy and completeness in medical orders.

Coordinated telemedicine consultations, ensuring seamless communication between doctors and patients.

Diagnosed and resolved technical issues with telemedicine equipment, enhancing service reliability.

Engaged closely with the University of New Mexico ACCESS program to deliver insightful analytics, supporting continuous improvement initiatives. General High School Curriculum

High School Equivalency Diploma

Central New Mexico Community College, Albuquerque, NM 08/2023 Foundations of Project Management

Google

07/2023 Agile with Atlassian Jira

Atlassian

Education History

Occupational Licenses, Certificates and Training

Honors & Activities

Additional Information

Detailed References

Dick Govatski, CEO

Net Medical Xpress