Danielle Watts

Experience

• 

  Sul Ross State University

  Aug 2000 - Jun 2006

  Lab Coordinator, Technology Specialist, Information Technologies

  Operated seven campus computer labs for up to 5,000 students while managing a team of 30 student workers. Documented computer processes in a computer user training guide. Provided technical support. • Managed seven computer labs serving campus community• Created training procedures to assist the campus community• First and second level technical support for the campus community• Responsible for assessing technological needs inside the lab environment for a growing campus community Show less

• 

  Microsoft Corporation (via Excel Data)

  Nov 2006 - Aug 2008

  Executive Tier Technician and Technical Specialist, Technology Services Group

  Provided technical support to Bill Gates, Steve Ballmer and other executives delivering keynote presentations. Served as show lead for the Server 2008 World Launch in Los Angeles and area lead for follow up shows.• Chosen for several employee recognition awards recognizing work ethic and high technical standards• Key Player in executing several flawless Microsoft Keynotes• Configure and setup hardware and software to client specifications• Provide troubleshooting and support for hardware, software and network problems as needed• Show lead for Server 2008 World Launch in L.A, Area lead for several Tier One and Tier Two shows• Keynote lead for MMS, SharePoint Show less

• 

  Mantis Technology Group Inc. (MTGI)

  Aug 2008 - Apr 2009

  Tier III Support Specialist and Test Engineer

  Headed client communications and led a test team of six providing onsite testing in Lisbon for technology solution provider. Resolved escalated issues and executed tests to confirm fixes.• Effectiveness of the initial one-week implementation led to a five-week extension of onsite testing services; shared a team Award for Excellence• Independent tester and test lead for client projects• Provide feedback and ideas on the source of tier three issues and execute tests to confirm fixes• Essential member of Support and Testing Teams Show less

• 

  Daptiv

  Jan 2009 - Mar 2012

  Tier II/III Support Specialist

  Conducted outreach to drive satisfaction for project and portfolio management (PPM) tool, enterprise architecture and professional services automation customers. Triaged and resolved escalated issues with clients and internal teams; identified workarounds while the engineering team developed fixes.• Led project to overhaul the customer feedback process; researched and implemented a web community platform, earning the Customer Success Award for vastly improving the client service approach and boosting customer satisfaction scores• Essential in triaging and addressing High Priority Issues• Lead in providing revamp of Customer Feedback Process• Key player in helping escalated customers find work alternatives and ways to do their work while Engineering was working on a fix for their issues within a set SLA• High Priority/Time Sensitive lead in addressing issues that needed immediate attention• In charge of research and ultimately implementation of a new community platform to interface with customers. Show less

• 

  MCG Health

  Mar 2012 - now

  Act as liaison, technical subject matter expert and the voice of the client throughout complex implementations of an application that conveys healthcare guidelines to hospitals and medical clinics worldwide; resolve escalated technical issues. Train clients on use of application. Utilize Microsoft Project, Salesforce.com and the MCG application suite, including Cite CareWebQI, Cite AutoAuth, Indicia and Cite Utilization Review.• Recruited to create the role; developed tools that facilitate communication with cross-functional project teams and enable successful go-live events• Documented technical processes previously held as tribal knowledge and built a central knowledge base• Refined processes for Health Level-7 (HL7), international standards for clinical and administrative data transfers, as well as multi-facility security (MFS) and product owner engagement• Presented product owners with a persuasive analysis of live vs. automated resource costs and reduced the number of team members required for client go-live events from 18 to 4• Led a successful pilot program to remotely implement software for a client in England while meeting UK regulatory standards around moving protected health information; developed a project plan and overcame technical obstacles for a smooth go-live event• Co-led a group of 10 that implemented a system to define the criteria considered when rewarding client advocates with the President’s Customer Service Award; award drove staff engagement and client service• Implemented Cite AutoAuth to automate the real-time acceptance or denial of medical authorizations for an Arkansas’ payor with an annual contract value of $1.4 million; worked with client to build a provider portal permitting providers to electronically submit insurance requests, reducing wait times by up to a week Show less

  • Manager Implementation Analyst

    Nov 2023 - now

  • Lead Implementation Analyst

    Mar 2022 - Nov 2023

  • Senior Implementation Analyst

    Sept 2019 - Mar 2022

  • Implementation Analyst I/II, Customer Success Team

    Mar 2014 - Sept 2019

  • Implementation Specialist

    Mar 2012 - Mar 2014