Tracy Mendez

Experience

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  Perot Systems

  Jan 1997 - Feb 2002

   Delivered Level 2 application support and programming for imaging applications (VIWeb and InputAccel). Tasks included project management; application and scanner testing; software evaluation and UAT; InputAccel programming; technical and end-user documentation; vendor management.  Performed Level 2 support for the IBM Content Manager applications. Tasks included incident and change management; project management; hospital setups and conversions; security administration; development of AFP overlays (Advanced Function Printing) to replace pre-printed forms for use in over 100 Tenet Healthcare hospitals.  Desktop support analyst for internal Perot Systems and Tenet Healthcare corporate locations.Tasks included: Project management; PC configuration and deployment; Technical, onboarding, SOP, and end-user documentation; Conduct Tenet and Conifer training; PBX and voice mail system administration; Acted as liaison between Perot Systems and Intellinet Systems vendor; Level 1 Perot Systems service desk assistance.

  • Imaging Specialist

    Feb 2001 - Feb 2002

  • AS/400 Systems Integration Analyst

    Aug 1998 - Jan 2001

  • Desktop Support Analyst

    Jan 1997 - Aug 1998
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  Dell services and computers

  Feb 2002 - Sept 2017

   Managed 24x7x365 Clinical Service Desk supporting Cerner Millennium, McKesson, Meditech, and NextGen EMR software for physicians and clinical staff for all Tenet Healthcare hospitals, clinics, and physician practices. Developed and applied best practices to drive KPI SLA attainment and customer satisfaction.  Acted as HR manager for 60+ service desk agents and 3 supervisors in Plano and US-remote locations.Tasks included: Incident and request management; Talent management; Recruiting; KPI and staff metrics trending for continuous improvement; Delivered executive SLA reporting; Project planning and execution; Create technical and end-user documentation; ITSM user acceptance testing (UAT) for OPAS; Customer expectations management; Follow High Reliability Organization (HRO) methodologies; On-call escalation. Show less  Acted as HR manager to staff of 12 onshore and offshore Level 3 operations programmers supporting ePremis (claims software), Data Exchange (middleware), 835 Operations (remits and enrollments), PBAR (patient billing, accounts receivable, and admissions) and Document Management (cold storage/imaging) software in a 24x7x365 environment.  Managed service desk team of 8 agents providing Level 2 application support for hospital and clinic admissions, billing, and report archival software to multiple healthcare accounts.  Acted as Change Advisory Board (CAB) leader for Patient Management tower application programming changes. Show less

  • Managing Associate Director – Clinical Service Desk

    Jan 2013 - Sept 2017

  • Patient Management Level 2 Tower Lead

    Feb 2002 - Jan 2013
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  Perot Systems

  May 2002 - Jan 2005

  Image Lab Manager

   Managed team of 55 personnel providing hospital lockbox document imaging (Explanation of Benefits, Remittance Advice, checks, and correspondence) and other various healthcare imaging projects related to healthcare administration. Team provided 24-hour support, Monday through Friday.  Acted as functional manager for offshore imaging team in Noida, India for lockbox document indexing.

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  NTT DATA Services

  Sept 2017 - May 2021

   Ensured delivery across all staff met KPI targets, customer expectations, and senior leadership financial targets. Acted as escalation between NTT onsite specialists and customers’ C-level executives.  Led Clinical Service Desk staff of 200+ agents, 10 managers, and training team geographically located in US, Canada, and Mexico seamlessly satisfied 12 different healthcare customers in a 24x7x365 environment. EMRs supported included Epic, Cerner Millennium, Meditech, and eCW. Ensured delivery functions at or above contractual service delivery targets using Tableau and ITSM/telecom metrics. Guided effort to offshore 33% of staff to lower-cost geographies. Department revenue shifted from loss to profit generating. Tasks include: Facilitate customer-facing meetings; Call center talent management and staffing; Data-driven decision making; Metrics forecasting; New business development; Identify and execute value add project proposals; Incident and Request Management Show less  Partnered with Stamford Health’s C-level executives and NTT’s delivery teams to ensure KPI targets were achieved, customer satisfaction was attained, and continuous improvement for First Call Resolution.  Assisted in transitioning department from “red” status on Service Improvement Plan to “green” status meeting SLA targets and streamlined reporting and operations. Ensured delivery teams are functioning at or above contractual service delivery SLA targets. Acted as functional manager for leveraged Clinical Service Desk Quality Assurance team. Implemented Quality Assurance framework to drive accountability, improve customer satisfaction, and manage out poor performance.Tasks included: Developed and implemented Quality Assurance best practices and procedures; Customer relationship management; Incident and Request Management; Trend analysis; Drive SLA attainment; Process Improvement; Facilitated monthly governance reporting and meetings; Created end-user and internal process documentation; Performed user acceptance testing for Remedy ITSM Show less  Liaised between Tenet Healthcare’s Cerner EMR executives, hospital C-suite staff, and NTT’s delivery teams.  Analyzed KPI metrics for to ensure delivery was consistently at or above contractual SLA targets for all aspects of Cerner delivery across L1 and L2 delivery teams Acted as functional manager and escalation point for Tenet Advanced Clinical Service Desk.Tasks included: Incident, Request, Problem, and Change Management using OPAS ITSM; Trend analysis; Drive SLA attainment; Process Improvement; Identify value add; Executed monthly governance reporting and meetings; Partnered with operations managers for resource allocation on projects, task orders, and discretionary work; Drive process enhancement including policy and procedure development and modification; Assisted customer in on-site hospital go-live transitions Show less

  • Managing Director – Operations: North American Clinical Service Desk

    Jan 2020 - May 2021

  • Customer Delivery Executive

    Aug 2018 - Jan 2020

  • Customer Delivery Executive - Cerner Applications

    Sept 2017 - Oct 2018
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  GuideIT

  May 2021 - Sept 2022

  Senior Manager Service Desk

   Engage with C-suite executives on tactical and strategic planning for Service Desk operations including SLA attainment, financial analysis, operations optimization, staffing, and KPI metrics trending using DOMO. Partner with clients for go-live planning, delivery expectation management, customer satisfaction, and reporting.  Lead Technical and Clinical Service Desk staff of 45 remote agents, 4 managers, and 1 trainer across the US supporting 21 customers in a 24x7x365 environment.  Implement performance scorecards to drive delivery improvements and manage out poor performers. Backfills were hired in lower-cost geographies to improve business unit financial margins. Manage and collaborate with vendors for customer delivery and value add opportunities. Upskill to act as administrator for NICE CXone InContact including telecom/chat build and enhancements. Ensure service delivery meets or exceeds contractual delivery targets using DOMO analytics and Cherwell metrics. Balance concurrent project deliverables for multiple clients with incomplete data and short timelines. Show less

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  Nordic Global

  Sept 2022 - now

  Director Solutions Services