Kaiser Permanente

Microsoft Teams and Microsoft 365 business systems analyst. Strategy, planning, testing, deployment and adoption for key Microsoft 365 applications. Within the Teams framework, enable other Office 365 Teams Apps, custom Power Apps and 3rd party integrations like GitHub, Jira, Jenkins, Lucidchart, Juvare WebEOC (Teams Webhooks connector), BigPanda, Atlas, LinkedIn, Figma, ClickUp, Mentimeter, Service Now, Ansible and Avaamo.

Key Achievements:
	Delivery team consultant for multiple patient facing COVID solutions. Deployed CCU solution in 20 medical facilities for monitoring patients remotely. Over 500 on-site patient education groups transitioned to virtual appointments on Microsoft Bookings, utilizing Teams meeting platform across all eight regions and clinical specialties.
	Responsible for migrating 24,000 WebEx license holders to the Microsoft Teams and Live Events Meeting platforms saving nearly $1 million in annual license costs.
	Responsible for managing Microsoft Mesh / Avatar VR pilot, Horizon Workroom collaboration and 2023 Viva pilots.

Senior Information Technology Consultant

Microsoft

Influencing the future healthcare technology for the patient journey.

Manage the Kaiser Permanente-Microsoft TAP100 testing group. (Technology Adoption Program). Managing Private Preview testing and feedback for beta features in Teams and Bookings. Will manage the Microsoft Mesh Avatar pilot in Q4 2022 and Viva pilots coming in 2023.

Contributor - Modern Workplace Transformation

Aspect Software

Design customer-facing, multi-site solutions with Unified IP enterprise software. Drive all facets of the implementation lifecycle, including discovery, configuration, testing, and support. Conduct training and provide knowledge transfer. Collaborate with technical, project management and customer teams.

Key Achievements:
	Delivered over 40 successful implementations across major industries (e.g., financial services, banking, healthcare, retail and the public sector).
	Served as primary implementation consultant for Health Net Federal Services (client) over a three-year period.

Strategic Solution Delivery Consultant

Restoration Hardware

Gathered requirements and partnered with stakeholders to establish workflow. Evaluated timekeeping practices and streamlined employee ratings. Documented business processes. Conducted cross-functional meetings.

Key Achievements:
	Successfully deployed reporting system for performance management.
	Scoped technology requirements to enable rollout of remote contact center agent.

Technology Analyst/Reporting Developer

Standard Pacific Homes

Managed HR and administrative functions for division and field offices. Led division-wide HR planning, job realignments, talent assessments, and teambuilding.

Key Achievements:
	Instilled structured, data-driven performance review process and ranking system.
	Designed and implemented monthly training program.

HR/Administrative Manager

Zomax, Inc.

Directed all aspects of Telecom, CTI and CRM software in a dynamic Contact Center. Led technology migrations, system upgrades and vendor service contracts. Spearheaded RFI process for disaster recovery vendor selection. Composed RFQs and SOWs, and documented vendor-specific process changes.

Key Achievements:
	Evangelized and implemented Genesys CTI, improving customer service, enhancing IVR functionality, and introducing critical metrics. 
	Conducted extensive RFQ process for call recording system (Witness).

Sr. Telecom Solutions Manager

CSAA

Hired to build out custom call center reporting for senior management and front-line supervisors. Quickly took on the responsibility of administering the primary technology systems of the four Northern California call centers: Aspect ACD, NICE Call Logging and Aspect Workforce Management. Analyzed and reported on the telephony requirements for call centers; including traffic allocation adjustments between sites. Accurate retrieval and dissemination of call center metrics. Coordinated hardware & software installations, maintenance and upgrades.

Telecom Analyst

Senior Office 365 Consultant, specializing in Virtual Patient Care solutions, Enterprise collaboration and third-party software integrations with Microsoft Teams. Proficient in requirements gathering and stakeholder management. Adept workflow consultant; able to facilitate discovery sessions and drive consensus effectively. Proven experience collaborating with business owners and technical partners to develop custom solutions.

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