OBJECTIVE AND PURPOSE: My occupational objective is to contribute as a team facilitator and manager for excellent service, as a key problem solver and as a planner. I enjoy coordinating and managing teams of multi-disciplined staff in both tactical and strategic business initiatives, while utilizing innovative thinking.
Trinity CollegeBurlington, VT, Expected in 1994 – –Bachelors of Science:Business Administration - GPA:
Summa Cum Laude
PMTIDenver, CO, Expected in – –PMP:Project Management - GPA:
Registered for October, 2020 course
Work History
Fedex - Technical Support Apprentice II Bethlehem, PA, 09/2019 - 02/2020
Technical support to owners and dealers of DR Power's property manager equipment
Troubleshooting to determine cause of machine problems and then ordering correct parts
Promoted from Technician Level I to Apprentice II (3 levels) in 4 months
Bend Memorial Clinic - IT Incident Manager Springfield, MO, 07/2014 - 05/2019
Designed, implemented and manage IT Critical Incident Management program for priority 1 and priority 2 events
Management of program included training Incident Commanders to ensure 24/7 coverage, quality assurance on program, root cause analysis, and managing critical IT incidents
Change Control Board member
Collaborating with IT managers and staff, as well as in other areas, to improve systems reliability and operational response
Oversaw vendors performance of the programs after IT infrastructure was outsourced. Programs included T Service Desk, Major Incident and Problem Management.
UVM Medical Center - Manager, IT City, STATE, 11/2004 - 07/2014
Project managed selection and implementation of ITSM system. Afterward became application manager of system
Managed operations of IS Help Desk, IS Security, Telecommunications, IS Education and Training, and Data Operations Center (2004-2008)
Staffing 23 FTE's, budgeting, overseeing projects, and technical troubleshooting were routine responsibilities accomplished successfully
Change Control Board member
Led twenty staff in 24 X 7 operational responsibilities at IT Service Center
Staffing, tracking KPI's, call escalations, and problem management
Prepared IT Help Desk for Epic EHR implementation and ongoing support to clinicians
Aligning operations with strategic planning
Readily applied prior clinical experience in implementing technical changes and understanding the impact on customers
Successfully transformed IS Helpdesk from a problematic operational unit in 2004 -2006 to successful operations with a constructive work environment and a resulting 89% customer approval rating. Project managed upgrade of telephony systems (PBX, Voicemail, ACD call routing) that served 24 sites in 2004
Served on the hospital Emergency Preparedness Committee
Project managed installation of new phone system and moving phones of eighteen clinical areas into new Ambulatory Care Center in 2005
UVM Medical Center - Director, Telecommunications City, STATE, 02/1995 - 11/2004
Created telecommunications department for medical center organization
Led technical problem solving that involved technicians, engineers, vendors, and customers
Responsible for technical and business operations of the telephony systems in 30 sites and 3 FTE staff
Saved $192,000 in annual budget expenses from 1995 to 1XXX
Applied prior clinical experience in implementing technical changes
Led project to integrate three small call centers into one call center. Project was completed in March 1998
From 1996 - 2014. This included de-installing systems at 20 sites and installing an integrated 10,000 line Nortel solution
Worked closely with organizational and executive leadership to strategically affect direction of operations
Improved rate of resolved trouble tickets by implementing a database solution
Served on the hospital Emergency Preparedness Committee
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