Director of Services and Support Director of Project Management Office

Global Process Improvement Budget Oversight and Forecasting Technical Leadership

Key Strategic IT Infrastructures User-Centric Solutions Team Establishment and Guidance

Business and Technology Transformations Project Prioritization Deployment Profit and Loss Analysis

Qualifications Profile

A project management professional, with proven experience in information technology operations and development as well as project administration within financial and healthcare industries.

Professional Experience

Allscripts/McKesson Corporation, Alpharetta, GA

Assistant Vice President, Client Delivery Services 2017–Present

Establish and manage core Project Management Office (PMO) process that enables all aspects of product development and launches; as well as administer the operations and hosting of PMO

Lead all facets of various projects within the PMO, which include client software implementations, upgrades, migrations; client hardware implementations and upgrades; server consolidation; SOC 2 compliance initiative; as well as product and department risk assessments

Interact directly with each member of the team in resolving problems to ensure proper project execution

Consistently update clients regarding the status of their issues by keeping track of all the outstanding tickets

Facilitate vendor, collaboration, and follow-up meetings; capacity planning; resource scheduling; and peer discussions

Supervise the work performance of a 20-member PMO and 40-member Operational Team

Handle the operational budget amounting to more than $12M to $20M

Direct the development and execution of disaster recovery planning for hosted clients

Provide assessment and approval on changes prior implementation in carrying out the global change management function

Career Highlights:

Developed teams to quickly address client needs in a timely manner

Successfully met the contractual service level agreements (SLAs) on system availability in the hosting environments

Completed over 100 hosting projects on time and within the budget, from high impact, high effort, and high return to low impact

Gave effective and timely solutions to over 5,000 Snow problem tickets and more than 4,000 system alerts in adherence to the published SLAs for critical, high, and standard tickets

Executive Director, Infrastructure Center of Excellence 2017–2015

Conceptualized and implemented an innovative support processes, which included root cause analysis and research to conduct follow-up and provide support

Guided Infrastructure Management Teams in handling four data centers, housing and supporting the following components VM; storage; backup and recovery strategies; disaster recovery; Linux/UNIX, Oracle, Windows Server, and SQL servers

Coordinated with sales and hospital IT leadership teams regarding support process implementation across various platforms

Oversaw the Center of Excellence (COE) matrix model for infrastructure builds, implementations and support

Spearheaded and monitored the performance, compliance, escalation, communication, and IT governance within the department

Created, executed, and maintained OLA’s to create a seamless exchange of information and resolution of issues between teams and across departments

Manager, Project Management Office and Hosting Services 2013–2015

Formed and assisted teams in attaining business objectives and significantly enhancing customer satisfaction

Directed team alignments with SLAs and organizational goals by ensuring exceptional customer service

Took charge of project management programs while establishing and leading all hosting services

Career Highlight:

Identified and created customer care teams and processes, thus obtaining an overall performance improvement of 96%

Senior Project Manager, Application Hosting 2011–2013

Acted as the lead project manager, cross-functional team manager, and strategic planner, responsible for more than $4M in hosting and implementation projects within two years

Assumed full responsibility for system integrations and migrations; large-scale initiatives; as well as business and program and data transformations

Career Highlight:

Accomplished seamless hosting environments from on premise legacy system while guaranteeing consistent, on-time, and under-the-budget delivery of all projects

Manager, Technical Support Services and Revenue Cycle 2009–2011

Monitored the delivery of customer SLAs and helped with the organization’s transition from financial services to healthcare industry

Led and guided cross-functional teams to ensure completion of their assigned tasks

Drove process improvements and strategy development for technical support services

Enforced Six Sigma methods as well as established and implemented the customer-oriented satisfaction program

Provided direct support to all policies and procedures

Earlier Career

Harland Clarke, Atlanta, GA

Director, Customer Experience

Director, Technical Service Center

Director, Enterprise Operations

Assistant Director, Data Center

Education

Bachelor of Science in Management, Shorter University, Rome, GA

Professional Development

Project Management Professional (PMP)

Management Certification (Principles of Management and Business Acumen)

Six Sigma Black and Green Belt

ITIL Foundations, V3

McKesson School of Leadership 101 and 201 Certification

Hargrove Leadership Services, Executive Coaching

Path Builders Percepta Program

STI HelpDesk Director

Activities

Founding Member Appointed Communications Chairperson, John H. Harland Diversity Council

Member, Business Improvement Team, Hargrove Leadership (Executive Coaching) Services

Technical Skills

Microsoft Office: Word, Excel, PowerPoint, Outlook Skype WebEx

Snow (Ticketing System) Clarity (Project Time Reporting)

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