Angela M.

Senior Director IT & s @HCA Healthcare

Greater Nashville Area, US

Responsibilities include service desk management, computer operations, project management, customer account management, & strategic planning2021 - Present: DirectorServiceNow Application Portfolio Management2018 - Present: DirectorProgram director for ServiceNow Service Management Ambassadors to drive adoption & best practices 20••••17: DirectorProduct owner for project portfolio for divisional IT PMO and CIO consumptionProcess owner for company application portfolio Provide consultative services for field application assessment informationAide Sharepoint sites yielding cross-visibility for divisional IT usageLed various industry-recognition award processesDeveloped IT competitive assessment for corporate leadershipFacilitate various leadership & technical classes20••••09: DirectorLed field strategy to develop multi-level plans Create IT annual report20••••07: DirectorCreate balanced scorecards for data center operations to reduce costs & drive actions Outline supporting solutions to manage the process such as a metrics mart & issue tracking solutionDeveloped processes for daily operational issue management processAssisted with facility divestitures Oversight of e-discovery processOversight for ITIL processesCo-led the IT Operational Acceptance Testing (OAT) programImplement an enterprise notification system to rally critical team membersImplement the outage management process defining system down times20••••02: Project ManagerLed enterprise project, telnet migration, with after-hours operational impactManage 40 contractors & 10 full-time employees to implement new equipment/protocols in the - Assistant Project ManagerAssist with Y2K preparation; date change had minimal issues19••••98: Service Desk ManagerProvided 3rd level 7x24 support for core clinical system performance issuesLed on-site SWAT teamsCreated productivity tools (e.g. down-time calendar & network mapping solutions)