Experience

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  Northeastern university

  Apr 2008 - Oct 2011

  Transportation & logistics supervisor

  Provided logistic services for Northeastern, a educational leader in experiential learning, by fulfilling inbound and outbound package services and supporting internal department relocations. - Fulfilled service requests by transporting furnishings and equipment to on-campus sites- Completed internal vendor deliveries and equipment placement to all university departments - Led fellow employees in completing group logistic services effectively- Managed outbound logistics through parcel/oversized deliveries. - Assisted with management of inbound logistics to the university (Parcel – Overzied packages) Show less

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  Harvard business school publishing

  Jan 2009 - Jul 2009

  Technical support analyst

  Support Harvard Business Publishing, a world-class leadership development solutions organization, by providing technical support and hardware maintenance to the organization. Technical support of 300+ users via telephone, workstation interaction, and remote support technologies.Worked with team to estimate product replenishment costs, project costs, and construct efficient ordering methods.Integral member of support staff that services 6,800+ calls annuallyManaged and maintained the deployment of desktops, laptops, and computer hardwareManaged and catalog a library of all purchased softwareManaged the data life cycle for all purchased software based on regulatory and policy requirementsManaged and maintained all desktop and laptop operating system buildsConfigured and maintained technical needs and technical infrastructure for conference rooms and onsite huddle spaces. Show less

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  John hancock life insurance company (u.s.a.)

  Jan 2010 - Dec 2010

  Release engineer & application administrator

  Support US Life Systems, John Hancock's largest development department for internally developed insurance applications, by performing software builds/releases and supporting the developers and hardware associated with the department.- Generated the auditing reports for monthly termination review for the US Life systems department- Provide tear 1 technical team support and account/software administration to the development community 5,000+ users via telephone and workstation interaction- Construct/Update tutorial documents with new processes for the development community- Execute deployments (multiple environments) and all request via INFORMATICA for 10 supported applications- Executed an DNS alias project for all machines managed by US Life systems and server maintenance work for INFORMATICA- Advanced knowledge of Perl and shell scripting- Execute all release engineering SPM task for Clearcase- Served as lead team for management of the Change Management process Show less

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  Massachusetts general hospital

  Oct 2011 - now

  Support Laboratory of Computer Science Systems, by crafting and maintaining secure software operational workflows and quality assurance techniques to deliver clinical excellence to patients and high quality support for faculty. - Managed, select and implemented feedback systems for internal support for new and future supported applications. - Managed, tracked, replaced and purchased technical hardware and peripherals as the needs of the organization changed. - Select, Interview, and hire potential candidates for team expansion as organization needs changed. - Managed creation and implementation of quality assurance procedures based on project requirements, policy and regulatory criteria - Active member of the incident response team for laboratory of Computer Science by ensuring confidentiality, integrity and availability of all supported clinical systems.- Perform manual and develop automated testing and manage the quality assurance process in a highly agile development environment - Provide tier 1 & 2 Technical support, Server Administration, and Account administration for 20+ Mission Critical Outpatient practices (5,000+ users) via telephone, e-mail, and workstation interaction - Managed and maintain support operational workflow and Service Level Agreements for all supported applications. - Served as lead project manager for institutional compliance/regulatory security operational changes of hardware for the Laboratory of Computer Science.- Survey, implement, manage and maintain internal software used to support external and internal web and mobile applications- Act as floating operational liaison to handle organizational projects as needed.- Managed and provided direction for operations management team.- Manage release engineering activities via software build releases to the Test, Staging and Production environments- Construct/update testing documentation for black box testing as logic or software functionality is changed. Show less Support Oncall, one of MGH's electronic medical record systems, by troubleshooting problems reported by users and working with developers to implement solutions and improve the user's experience.- Lead the operations team of 3 members. - Managed software and technical operations for up to 6 different software applications- Perform manual testing and manage the quality assurance process in a highly agile development environment - Built/developed automated test for various web applications using selenium.- Managed release engineering activities via software build releases to the Test, Staging and Production environments - Managed creation and implementation of quality assurance procedures based on project requirements, policy and regulatory criteria - Construct/update testing documentation for black box testing as logic or software functionality is changed. - Provide tier 1 & 2 Technical support, Server Administration, and Account administration for 20+ Mission Critical Outpatient practices (5,000+ users) via telephone, e-mail, and workstation interaction - Evaluate patient & faculty feedback to identify design flaws in software workflows- Execute release engineering activities via software build releases to the Test, Staging and Production environments - Crafted and maintain support operational workflow and Service Level Agreements for all supported applications. - Active member of the incident response team for laboratory of Computer Science by ensuring confidentiality, integrity and availability of the clinical systems.- Served as lead project manager for institutional compliance/regulatory security operational changes of hardware for LCS- Survey, implement, manage and maintain internal software used to support external and internal web and mobile applications- Managed, tracked, replaced and purchased technical hardware and peripherals as the needs of the organization changed. Show less Support Oncall, one of MGH's electronic medical record systems, by troubleshooting problems reported by users and working with developers to implement solutions and improve the user's experience.- Completed "MGH Service Excellence Every Day" training course, and addtionally completed HIPAA compliancy and EDI training- Perform manual test and assist with the quality assurance process in an agile development environment- Perform software build releases to the Test, Staging and Production environments - Assisted with the creation and implementation of quality assurance procedures based on project requirements and certification criteria - Construct/update testing documentation for functional test as logic or functionality is manipulated- Monitor various data services and ensure information queues are actively working- Provide tier 2 technical support and account administration for 20 supported practices (5,000+ users) via telephone, e-mail, and workstation interaction - Evaluate user feedback to identify design flaws in current workflows- Assist with monitoring version control amongst development community Show less

  • Operations Manager

    Jan 2014 - now

  • Quality Assurance & Operations Team Lead

    Nov 2012 - Jan 2014

  • Quality Assurance & EMR Support Analyst

    Oct 2011 - Nov 2012