Karen Angelucci

Experience

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  Unisys Corporation

  Jan 1986 - Jan 2004

  Software Consultant/Support Engineer

  Provided technical consulting with various Unisys products to potential customers, including Document Imaging,Eadiplus, LDK, BAMCS. Installed hardware and software at customer locations.Provided training sessions for new employees.Presented technical seminars to marketing personnel.Evaluated customer requirements and reviewed proposals.Provided problem resolution to issues received internally and externally.

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  Siemens Healthcare

  Jan 2004 - Jan 2015

  Reduced critical incidents and increased system availabilityLed the outage problem management meetings providing status of critical problems to the development and infrastructure teams while driving resolution of critical issues, tracking in JiraProvided outage and root cause analysis results to management team for multiple applicationsProvided training of the problem management workflow to support teamsParticipated in ISO quality auditsParticipated in various Initiatives for improvements of the knowledge database and alert monitoring Show less Provided technical support to internal teams and healthcare clients regarding document management workflow using the Soarian HIM/EDM application including presenting in Customer Outreach programs and Customer Support initiativesLed coordination of resources to drive issue resolution and avoid customer escalationDeveloped and presented boot camp technical educationSolution Coordinator for the Soarian EDM/HIM solution; participating in Beta customer reviews, weekly development sessions, and on-site support for solution deliveryPresented at Siemens client conference and participated in the Ask the Experts sessionsLed development of Soarian HIM/EDM support documentation Show less

  • Technical Project Manager

    Sept 2012 - Jan 2015

  • Programmer/Analyst in Health Services

    Jan 2004 - Aug 2012
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  Cerner Corporation

  Feb 2015 - Apr 2019

  Lead and manage a US and off-shore support staff supporting healthcare clients using Revenue Cycle solutionDrive initiatives and lead weekly team meetings to achieve productivity, and client response and satisfaction KPI targetsLead root cause analysis efforts for major incident reviewsExceed problem management targets resulting in incident reductions, process improvements, and increased availabilityCustomer Support lead for product enhancement project using Agile methodology Collaborate directly with third party vendors to improve application support processesCreate training plans and coordinated sharing sessions to build team knowledge and on-board new associatesPerform monthly 1-on-1 staff reviews, quarterly management staff reviews, and annual performance reviewsKnowledgable in JIRA, Remedy, Agile, and ITIL methodology Show less Implemented proactive problem management processes for Health Services Revenue Cycle applicationsReduced downtime incidents, incomplete functions, and degraded performance issues resulting in improved application availability and client satisfactionCollaborated with development and infrastructure teams to improve change management processesPresented detailed data for review of critical incidents with client executives and account management teamsLed root cause analysis efforts in coordination with application development team for major incident reviews Show less

  • Support Manager

    Jan 2016 - Apr 2019

  • Sr. Solution Architect

    Feb 2015 - Dec 2016
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  Level One, a Doxim company

  Sept 2019 - now

  Manager, Client Success

  Level One is a leading technology provider serving the utility industry, driving innovation in customer engagement, ebilling, payments, print and mail, document processing and channel management, business insights and optimization.