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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 916.591.8177 ~



Healthcare Program Management professional, with extensive experience and Subject Matter Expertise, seeking a challenging assignment as Chief Support Executive for Health Care Services for Sacramento County, California



Profile of Qualifications


  Master of Arts, Clinical Christian Counseling, Magna cum Laude Graduate; Bachelor of Science, Christian Counseling and Associate of Arts, Labor Studies

  Certifications as Six Sigma Green Belt, Corporate Trainer, Business Analysis Professional, Master Life Coach, Data Communications/Networking, Project Planning/Management, Information Technology Infrastructure Library (ITIL) and the use of Agile (Agile Certified Professional)

  Particularly skillful in carrying out administrative/support functions for health care services, with excellent capacities for serving as operational policy advisor to management and overseeing all aspects of allied health services, facility operations, fiscal and budget-related activities, contract design and management, and materials/products procurement

  Exceptional skills in providing crucial technical expertise as well as business analytical abilities in working with IT systems; also highly proficient in developing array of business and system requirements to support enhancement of existing systems/data for internal/external customers, with strong capabilities in developing/revising data processing standards and procedures

  Equally adept at serving in liaison role and as management representative during interactions with staff personnel from various institutions, Human Resources at region/headquarters levels and IT/Information Systems


Core Competencies


Department of Health Care Service Support ~ Administration ~ Business Analysis ~ Operational Policy Compliance ~ Fiscal Services ~ Program Cost/Benefit Analysis ~ Project Management ~ System Development Life Cycle ~ Information Technology System/Interface ~ Business and System Requirements Authorship ~ Report Development ~ Data Processing Standards/Procedures ~ Inter-Staff Liaison ~ Evaluation Reviews ~ Cross-Functional Team Support


Microsoft Word/Excel/Access/PowerPoint/Visio/SharePoint, Agile, Waterfall



Professional Synopsis



Staff Information Systems Analyst, Department of Health Care Services 2015 Present

       Effectively provide highest levels of technical expertise as well as business analysis regarding multiple Department of Health Care Services (DHCS) IT systems/interfaces; often utilize Agile/Waterfall software during involvement in multiple IT projects/assignments.

       Skillfully author Business/System Requirements to support system enhancements/reports/data to internal and external customers; continually support cross-functional teams toward achieving objectives during strategic planning sessions with technical groups/customers.

       Expertly design/revise data processing procedures/standards, and serve in intermediary role between IT programmers/stakeholders and non-technical program staff.

       Diligently track projects during System Development Life Cycle and continually provide exceptional input while participating in Joint Application Design Sessions (JADS) for system enhancements

       Design Feasibility Study Reports, Federal Advance Planning Documents, Post-Implementation Evaluation Reviews and Cost/Benefit Analyses; adroitly identify issues/problems connected to work unit operations/assignments to surface causes and potential organizational impact.


Professional Synopsis Continued on Page Two
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Associate Government Program Analyst, California Health Benefit Exchange, Sacramento, CA 2013 2015

       Was active participant in JADS regarding identifying/meeting technology requirements for the Covered California Service Centers; reviewed healthcare regulations of other State departments involved with health care issues during planning/implementation stages, served as headquarters Project Lead for Centers User Acceptance Testing that involved telephony, IVR, CRM and CalHEERS, and tracked any technical defects through the bug/defect lifecycle.

       Designed operational policies/procedures based on Affordable Care Act of 2008; conducted in-depth research into various legislative concerns regarding organizational health plans and worked closely with external affairs personnel to ensure policies/practices aligned with State/Federal regulations for Service Centers.

       Additionally, investigated/assessed executive-level consumer complaints regarding obtaining healthcare and collaborated with Health Plan Carriers to resolve problems/issues.

       Consistently provided technical support regarding feasibility/operational impact to leadership groups.


Field Representative/Organizer, SEIU-UHW, Oakland, CA 2011 - 2012

       In liaison role between Union personnel and Kaiser Corporation, was called on to manage grievance situations and participate in arbitration hearings; analyzed/applied relevant regulations and collective bargaining agreements and designed/implemented healthcare advocacy campaign planning.

       Also provided second-level technical support for local/international database users.


Sales Support Manager/Project Coordinator, AT&T, Sacramento, CA 2007 - 2009

       Managed infrastructure design of telephony and IT solutions for multi-location networks, i.e. T1, DS1-3, PRI, VoIP, and provided technical support for computer upgrades/migration projects; oversaw voice/data project implementation and successfully achieved installation upgrades/services transition utilizing service life-cycle stages (ITIL).

       Was contributing participant in company Network Business Continuity/Emergency Responses activities, served in intermediary role with business customers in resolving network outages problems/issues, and oversaw contracts/service agreements of assigned business customers.

       Skillfully analyzed work flow, implemented infrastructure architecture enhancements and expertly facilitated cross-functional team meetings to develop strategic planning with technical groups/customers; continually utilized Six Sigma Define/Measure/Analyze/Design/Verify (DMADV) methods to develop IT service management disciplines for process improvement and IT Infrastructure Library (ITIL) practices.


From 2002-2007 served as Senior Training Manager and Project Coordinator for AT&T in Sacramento, CA


Education / Training /Professional Certification


Master of Arts, Clinical Christian Counseling, Cornerstone University, 2016

Magna cum Laude Graduate

Bachelor of Science, Christian Counseling, California Institute of Christian Counseling

Associate of Arts, Labor Studies, Los Angeles Trade Technical College

Six Sigma-Green Belt

Certified Corporate Trainer

Certified Business Analysis Professional

Certified Master Life Coach

Certified in Data Communications/Networking

Project Planning/Management (9 years)

Agile Certified Professional

Information Technology Infrastructure Library ITIL (trained)


Commendations / Recognition


California State Senate

Certificate of Recognition for Volunteer Contribution as Steering Committee Member,

United Negro College Fund Annual Walk for Education, 2003


California Legislature Assembly

Certificate of Recognition for Support for African American Community & Labor Leaders Alliance, 2002




California Democratic party African American Caucus, Secretary (6 Years)


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 916.591.8177 ~


 #1. Describe in detail your experience at a manager level where you were responsible for a wide range of programs or services.  You must state how many years of managerial experience you possess.



Beginning in 2002 with AT&T in Sacramento as a Senior Training Manager and Project Coordinator, through roles as Sales Support Manager, Project Coordinator and Program Analyst to my current assignment as System Analyst, I have held managerial experience for more than 15 years.


In my initial Training Manager/Project Coordinator assignment with AT&T, I was responsible for managing the development of a Training Staff, with responsibilities for developing policies/procedures, orienting and training new personnel and achieving multiple global business objectives on all organizational objectives. I designed training schedules to meet global requirements for clients with the United States as well as Canada, and continually worked with Human Resources Operations and key cross-functional Service Center teams to surface key problem areas and develop training strategies as well as training materials and procedures designed to reach training goals. Additionally, I developed and maintained strong, effective partnerships that improved efficiencies and supported the utilization of coaching to disseminate important learning services to business units. I also continually employed Six Sigma DMAIC techniques in support of assuring highest levels of Service Availability, Service Capacity and Service Performance Management.


As Sales Support Manager/Project Coordinator for AT&T, I successfully managed the voice/data project implementation process and oversaw the installation, upgrading and transitioning of services. More recently, as Associate Government Program Analyst for the California Health Benefit Exchange I was a strong contributing participant in the Joint Application Design Sessions for Covered California s Service Center technology development, where I also served as Project Lead for User Acceptance Testing at the Center with responsibilities for monitoring/tracking technical vendor designs and deliverables, tracking and remediating any technical designs and designing operational policies and procedures that aligned with State and Federal regulations as well as those of the Affordable Care Act of 2008.


In my current role as Information Systems Analyst for the Department of Health Care Services, I am tasked with providing technical and analytical expertise in managing the development of Departmental IT systems/interfaces, data processing standards/procedures and guiding an array of assigned projects through various life-cycle activities. I also direct cross-functional team support during strategic planning sessions involving multiple relevant groups collaboratively working toward resolving common goals.



Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 916.591.8177 ~


# 2.  Describe your leadership skills and provide examples of your ability to think strategically and function effectively as a member of an executive management team.



During my tenure as Sales Support Manager and Project Coordinator for AT&T, I continually interfaced with organizational management during such assignments as overseeing the infrastructure architecture design of telephony and IT solutions for key, multi-location networks. In this assignment I strategically led the implementation process for voice and data input to assure success in achieving smooth upgrades and transition of services.


Additionally, I was an involved participant in AT&T s Network Business Continuity/Emergency Responses exercises and provided strategic liaison support while directing and resolving network outage problems/issues for assigned business customers/consumers.


Also for AT&T I worked closely with various organization management teams while fulfilling my role in managing the development of corporate contracts and service agreements between the company and multiple business clientele. I was tasked to manage all aspects of developing and conducting large team meetings that focused on providing functional leadership direction and support toward developing strategic planning involving technical groups/customers.


For the California Health Benefit Exchange, while serving as the Associate Government Program Analyst, I was tasked with comprehensive responsibilities for directing an array of undertakings as Project Lead for all User Acceptance Testing, where I strategically assessed and monitored designs/deliverables from multiple technical vendors and tracked any surfaced technical defects through the remediation life-cycle.


In pursuit of accomplishing my assigned tasking of developing crucial operational policies and procedures for the Covered California health plan that aligned with State and Federal aspects of the Affordable Care Act of 2008, I regularly interacted with members of external affairs to ensure that all practices and policies were acceptable under the set guidelines.


I also worked collaboratively with a wide array of Health Plan Carriers toward resolving a myriad of problems and issues and I continually interacted with multiple leadership groups to provide important technical support regarding the feasibility and operational impact of various policies and procedures.










Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 916.591.8177 ~


 #3. Describe your knowledge of the state of California or other complex health care organizations operations, administrative, personnel, and budgetary procedures.  Include your knowledge of current management trends, including customer service and business organization.



Currently I serve as Staff Information Systems Analyst for the Department of Health Care Services (DHCS) of California. In this assignment I provide crucial support with technical expertise as well as business analysis for various Information Technology systems and interfaces, which includes authoring business and system requirements needed to support system enhancements, reports and data for both internal as well as external customers, continually developing or revising data processing standards/procedures.


I perform broad-based liaison activities between non-technical staff personnel and various IT programmers as well as stakeholders, and track/monitor multiple assigned projects as they progress through the System Development Life-Cycle. I am also an involved participant in the Joint Application Design Sessions (JADS) concerning system enhancements and am tasked with preparing feasibility study reports, Federal advance planning documents, post-implementation evaluation reviews and cost/benefit analyses.


I adroitly identify various problems or issues encountered during unit work activities or in meeting work assignments and skillfully assess the cause(s) as well as possible impact on the organization. Additionally, I continuously support cross-functional team activities directed toward meeting assigned goals during strategic planning sessions involving technical groups and customers.


For the California Health Benefit Exchange, as Associate Government Program Analyst, I was a participant in the JADS activities involving Covered California Service Center technology, where I served as Project Lead at organizational headquarters for User Acceptance Testing. I carefully monitored the design/deliverables from technical vendors and analyzed multiple healthcare regulations from other California state government health-related departments to assist with planning/implementation of actions for the Covered California Service Centers.


I also researched legislative concerns surfaced concerning Covered California health plan and worked with external affairs personnel to ensure policies/practices aligned with the Affordable Care Act of 2008 as well as any prevailing State/Federal regulations. I was also involved with researching executive-level consumer complaints regarding obtaining health care and skillfully resolved multiple health care service requests.

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