Lori Lochbaum

Experience

• 

  Hanover Direct

  Jan 1996 - Jan 2010

  Responsible for a team of web developers and quality assurance associates responsible for coding, testing and deploying compelling web site solutions for six e-commerce web sites. Managed multiple short and medium-term projects with concurrent schedules in a very fast paced development environment. Communicated with Marketing and Business group stakeholders to prioritize work, validate requirements, and obtain UAT signoff. Served as coordinator with business partners and designers.• Reduced software bugs moving into Production by 14%• Formalized QA testing matrix and created improved test cases• Prepared management reporting for QA metrics with regard to bug tracking and code publishing trends Show less Charged with creating HDI's first formal security department to strengthen security processes, reduce vulnerabilities, and prevent breaches. Developed security center website and educated the user community about security policies and procedures. Continued duties as Help Desk Manager as described below.• Led 2 ½ year project to successfully obtain PCI (Payment Card Industry) certification for HDI as a Level 1 Service Provider• Developed 16 corporate security policies (e.g., Systems Use, Incident Response, Sensitive Information, Encryption, Server Security, Firewall Security, etc…) • Created 10+ IT departmental security policies (e.g. Security Patching, Key Management, User Account, etc…) as well as enforced and audited their compliance• Oversaw the selection of vendors, tools and security services and managed the relationships with security services providers for intrusion detection and external vulnerability scanning • Provided lead support for virus, spyware, and malware detection and prevention Show less Directed the activities of the corporate Help Desk and Desktop Support departments for over 3000 internal customers and various external hosted clients. Analyzed and reported on problem resolution, service level compliance, and call trends. Performed primary liaison duties between the IT departments and the user community within our call centers, distribution facilities, and corporate headquarters. Maintained and upgraded the Helpdesk software, reports and databases. Chartered corporate Intranet initiative and developed a Help Desk website resource for users. • Maintained initial call resolution > 75%• Maintained abandon rate < 8%• Implemented Customer Satisfaction Survey benchmarking for IT Show less Analyzed and reported Help Desk statistics and I.T. problem resolution. Responsible for problem escalation and change management. Created opportunities to promote the Help Desk including a monthly, corporate wide newsletter, remote site visits and training sessions, participation in various user forums for discussion of problems and upcoming projects. Performed the security administration for all IT platforms and ensured compliance for auditing requirements. Provided end user support by troubleshooting reported problems.• Increased Help Desk resolution rate by nearly 30%• Decreased abandon rate by 10% through the improvement of procedures and enhancement of technology and automation Show less

  • QA Manager, E-Commerce Technology

    Apr 2007 - Jan 2010

  • Manager, Corporate IT Security & Help Desk Services

    Jan 2001 - Apr 2007

  • Help Desk Manager

    Jan 1998 - Jan 2001

  • Help Desk Supervisor

    Jan 1996 - Jan 1998
• 

  Hanover Hospital (Hanover, PA)

  Jan 2010 - Dec 2017

  Responsible for managing, implementing, and upgrading the ambulatory Electronic Medical Records system and Electronic Health Exchange for Hanover Hospital's Express Care centers, medical group practices, and affiliated community physicians. Charged with maintaining an effective customer support program to physician practices with 140+ providers and 750+ users utilizing the eClinicalWorks' EMR, Electronic Health Exchange and patient portal systems among 14 separate databases. Supervise EMR analysts, support staff and consultants. Continue all security activities as performed in prior position.• Achieved 98% customer satisfaction with support staff• Implemented Interface for sending Hospital Departmental Reports to community eEHX• Enhanced our training program to include Practice Manager Forums and videos• On-boarded new practices to our community of eCW practices• Attested providers to Meaningful Use Stage 1 & 2• Implemented PACS URL image link in EMR• Upgraded eClinicalWorks EMR to V10.0.80, V10 SP1 B3 and C7 builds, and V10.1.C20.8• Upgraded Community Electronic Health eXchange (V 5.5.18 and V6)• Implemented Interface for sending Hospital Meditech Inpatient Labs/Rads to eEHX• Performed Meaningful Use Risk Assessment that successfully passed MU audit Show less Directly report to the CIO/Security Officer and responsible for the creation and deployment of IT security policies, standards and best practices to ensure information security across the enterprise. Chair the Information Security and Privacy Committee to provide oversight and prioritization of HIPAA and HITECH security and privacy-related policies, procedures and initiatives.Maintain the organization’s information systems incident response framework and provide primary coordination of the incident response team. Act as primary liaison for PCI DSS compliance activities including, but not limited to, completion of annual assessment, screening service providers, and communicating and auditing PCI compliance requirements.• Implemented Encryption of laptops, USB devices, DVD's• Implemented On-line Bill Pay• Achieved PCI Certification• Created 8 New Security Policies• Conducted Clinical Community Security Education Seminars• Provided IT security training and awareness content• Conducted security risk assessments and develop mitigation strategies• Participated in vulnerability assessments, audits, and examinations Show less

  • Manager of Community EMR and Security

    Dec 2012 - Dec 2017

  • Security Analyst

    Jan 2010 - Dec 2012
• 

  UPMC

  Dec 2017 - now

  Responsible for a regional Help Desk supporting 7 hospitals and 200+ ambulatory offices with over 12,000 employees plus affiliated providers, practices, and contractors. Directly managed the IT Service Desk running 24x7/365. Provided liaison activity between the user community (customers, staff, physicians, administrations) and IT in support of applications, end user computing devices, identity management, and infrastructure. Served as a Mentor in the UPMC IT Mentorship Program. Served as a Women in Technology Career Advisor. Show less Responsible for managing and upgrading the ambulatory Electronic Medical Records system for three community physician practices. Charged with decommissioning seven physician EMR systems and managing/removing services to be cost efficient to the organization.• Upgraded eClinicalWorks EMR to version 11• Coordinated extensive testing validation of EMR data for the migration from eClinicalWorks to EPIC for five physician practices• Worked closely with internal and external data teams to identify and resolve issues with data migration and mapping• Coordinated and trained chart abstraction sessions with Community Connect sites prior to EPIC go-live• Provided two weeks of on-site go-live EPIC support for office clinicians and providers Show less

  • Senior IT Manager, Help Desk/Service Delivery

    Feb 2025 - now

  • IT Manager, Service Delivery

    Oct 2024 - Feb 2025

  • IT Manager, Corporate Help Desk

    Sept 2023 - Oct 2024

  • Manager, Central Pa. Help Desk

    Sept 2019 - Sept 2023

  • Manager Information Systems

    Dec 2017 - Sept 2019