Trusted leader with a consistent record of delivering positive outcomes, optimizing the end user experience, facilitating continuous improvement, and maximizing operational efficiency for SaaS development projects at a leading healthcare technology platform company for workforce solutions.
Work History
AVP, Application Support & Improvement
3 Years 1 Month
HealthStream, Inc. | 07.2023 - Current
Led continuous improvement initiatives that optimized efficiency and increased customer issue net closure rate by 545% YOY
Catalyzed performance driven culture by actively coaching and mentoring direct reports.
Optimized end user experience and internal processes that ensure positive outcomes
Established a framework that facilitates dev team collaboration across the organization
AVP, Integration Operations
1 Year 7 Months
HealthStream, Inc. | 12.2021 - 07.2023
Ensured customer delight by overseeing the delivery and technical operations of customer and partner integrations.
Developed and implemented operational standards, policies, and metrics strategies for a new department
Implemented technical strategies to drive customer and partner integration
Facilitated continuous improvement and operational efficiency through pattern analysis
Senior Director, Quality Assurance
4 Years
HealthStream, Inc. | 12.2017 - 12.2021
Led quality assurance initiatives for 15+ development teams across the organization
Ensured the core value of customer delight was integral to software development and quality assurance practices
Developed and implemented automated test framework to reduce SDLC iteration time and strengthen the end user experience
Developed and implemented framework to facilitate standardized quality release criteria for all software development projects
Education
Bachelor of Science - Neuroscience
Washington & Lee University | Lexington, VA | 06-1995
Project Lead for Barclays Application Support & Incident Management at Tata Consultancy ServicesProject Lead for Barclays Application Support & Incident Management at Tata Consultancy Services
<ul>
<li>Responsibilities -Process Engineering: -</li>
<li>Responsible for making SOP on required process flow for overall manufacturing.</li>
<li>Responsible for doing validation and closing buy off points in line before starting an NPI.</li>
<li>Making process mapping for on scrap and process issues to increase productivity in manufacturing.</li>
<li>Responsible for doing analysis and making actions against failure to reduce production loss.</li>
<li>Achieving standard targets requirement from customer end related to yield and scrap.</li>
<li>Responsible for confirming QOC and OBA failures and as well as making analysis on that and sharing RCA (Root Cause and Analysis) to CFT (Cross Functional Team).</li>
<li>Conducting MOM (Minutes of Meeting) on daily basis Among the Yield, Scrap and Production.</li>
<li>Responsible for preparing PFMEA on process stages inline.</li>
<li>Making a SWR (Special Work Request) for any process change to improve yield and productivity.</li>
<li>Responsible for making reports based on analysis with PPT, and conducting CFT to present reports for failure reduction.</li>
<li>Maintaining good yield graphs toward the given targets.</li>
<li>Time study, standard time and manpower request, capacity analysis, and line balancing analysis.</li>
<li>Preparing DFMA reports of manufacturing and assembly based on criticality. Process improvement activities and continuous improvement of the manufacturing process, material handling, and line layout.</li>
<li>Organizing and executing all process activities, such as rejection and scrap reduction.</li>
</ul> at Sunny Opotech India Pvt.Ltd<ul>
<li>Responsibilities -Process Engineering: -</li>
<li>Responsible for making SOP on required process flow for overall manufacturing.</li>
<li>Responsible for doing validation and closing buy off points in line before starting an NPI.</li>
<li>Making process mapping for on scrap and process issues to increase productivity in manufacturing.</li>
<li>Responsible for doing analysis and making actions against failure to reduce production loss.</li>
<li>Achieving standard targets requirement from customer end related to yield and scrap.</li>
<li>Responsible for confirming QOC and OBA failures and as well as making analysis on that and sharing RCA (Root Cause and Analysis) to CFT (Cross Functional Team).</li>
<li>Conducting MOM (Minutes of Meeting) on daily basis Among the Yield, Scrap and Production.</li>
<li>Responsible for preparing PFMEA on process stages inline.</li>
<li>Making a SWR (Special Work Request) for any process change to improve yield and productivity.</li>
<li>Responsible for making reports based on analysis with PPT, and conducting CFT to present reports for failure reduction.</li>
<li>Maintaining good yield graphs toward the given targets.</li>
<li>Time study, standard time and manpower request, capacity analysis, and line balancing analysis.</li>
<li>Preparing DFMA reports of manufacturing and assembly based on criticality. Process improvement activities and continuous improvement of the manufacturing process, material handling, and line layout.</li>
<li>Organizing and executing all process activities, such as rejection and scrap reduction.</li>
</ul> at Sunny Opotech India Pvt.Ltd