Senior Change Manager

Process Service Manager Change Manager Technical Project Manager

Qualifications Profile

Growth-focused, dedicated, and highly analytical professional with broad-based experience in all facets of service delivery; backed by strong background in account, project, and process management. Equipped with proven ability to create and execute key initiatives, policies, and innovative solutions as well as to identify risks and opportunities for process improvements. Effective leader and concept-to-execution driver; with solid expertise in implementing and completing various infrastructure projects, including operating systems, software, and server upgrades, while coordinating high-caliber teams toward operational efficiencies and customer satisfaction improvement. Adept at building and strengthening positive work relationships with clients, colleagues, and management to support business operations.

Areas of expertise

Industry-Related Skills:

Change and Incident Management Process Development and Integration

Root Cause Analysis Troubleshooting Customer Service Staff Supervision

Training and Development

Technical Acumen:

Microsoft Office Applications ServiceNow Salesforce Remedy

Professional Experience

Atos (North America Operations) (2006–Present)

Governance Lead, Allscripts Electronic Health Record (EHR) Account Remote Jul 2019–Present

Effectively direct external audits and examinations, as well as any necessary remediation efforts for SOC2 and HITRUST assessments while developing and handling numerous compliance audit programs concurrently

Identify information systems and networks in scope for HITRUST assessments in collaboration closely with key partners and customers

Process Service Manager, Allscripts Electronic Health Record (EHR) Account Remote Jul 2017–Jul 2019

Conducted gap analysis between the client’s and Atos documentation to create customized documentation

Facilitated daily service review meeting with the executive management and cross-functional team leadership

Rendered account-specific coaching to all Information Technology Infrastructure Library (ITIL) process owners

Strategically established the best practice documentation for change management process while responsible for delivering the training to support teams

Performed daily account operational support, including process compliance, client service level agreements (SLAs), and corporate key performance indicators (KPIs)

Worked collaboratively with the following entities to fulfill key initiatives:

–Service level manager in guaranteeing process delivery to the customer;

–Cross-functional team leadership in ensuring process compliance and continuous improvement efforts;

–Business analysis and project managers in defining requirements for the integration of Allscripts and Atos ServiceNow instances

Career Highlights:

Seamlessly improved process through training, which resulted in the reduction of changes related to major incidents

Drove key initiatives toward the delivery of projects within budgets and deadlines, as well as solutions for ServiceNow integration

Earned promotion from team lead, technical project manager, change manager to process service manager for outstanding performance

Change Manager, Allscripts Electronic Health Record (EHR) Account Remote Jun 2014–Jul 2017

Chaired Change Approval Board meetings to ensure receiving of appropriate levels of approvals, included providing compliant change management meeting minutes

Carried out the coordination of the migration of Remedy to ServiceNow ITSM tool

Held responsibility in preparing month-end reporting and proactively developing a workbook, comprised of counts by type and by risk, process violations, unauthorized changes, and changes related to incidents

Accurately created monthly change compliance reports for cross-functional teams and account executives

Provided client and account executives adhoc reports

Technical Project Manager, Allscripts EHR Solutions Account Mountain Lakes, NJ Aug 2011–Jun 2014

Effectively administered the delivery of Allscripts’ client-hosted infrastructure to support the implementation of various EHR solutions in partnership with technical architects and engineers

Worked with third-party vendors to integrate the application into EHR solutions

Handled internal and external client expectations and relationships to guarantee fulfillment of client needs and deliverables based on project requirements

Provided hyper-care activities for client that was part of the go-live activities

Efficiently oversaw the transition of end of project to Operational Team

Technical Project Manager, Chubb and Son Insurance Account Warren, NJ Jul 2006–Aug 2011

Accomplished the planning and management of the following upgrade projects:

–Windows 7 upgrade project for 15,000 end-user devices in several national client branches and home office locations

–Cognos and IBI business intelligence software upgrade

Installed and implemented a VMware virtual platform, including migrating physical Intel servers to the VMware virtual platform, allocating EMC storage, and decommissioning physical servers

Expertly managed the operating system upgrades and Intel and Unix servers refresh project

Headed the implementation of disaster and recovery exercises, including restoration and client application testing to recover Wintel, Unix, and Solaris servers

Guided off-shore project managers involved in the ACS project management office (PMO) organization and the customer account

Career Highlights:

Received Atos accolade award for outstanding service and commitment to Atos and Spot Light Award for demonstrating excellent teamwork

Obtained client acknowledgment for exemplary execution of disaster recovery project in May 2011

Earlier Position Held:

Team Lead of Application Tool Support Team Warren, NJ

Earlier Career

Chubb & Son Insurance Company Warren, NJ

Technical Analyst

Education

Bachelor’s Degree in Business Administration and Project Management: May 2018

DeVry University Naperville, IL (Dean’s List)

Professional Development

Lean Six Sigma Yellow Belt Atos Internal Training

Healthcare Information Technology Essex County College

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