Suzanne Barnes

The AMS, founded in 1888 to further the interests of mathematical research and scholarship, serves the national and international community through its publications, meetings, advocacy and other programs. The AMS Information Technology team supports the society by providing all IT infrastructure and custom/vendor application management.

Provide leadership by assessing and planning computing needs for The Heart Center at Boston Children's Hospital, the largest pediatric heart program in the country. Direct all information technology services: oversee the design, development, purchase and implementation of both in-house and commercially developed software Applications, Research support, and Infrastructure design, installation and management for the Heart Center. • Business Process Re-engineering policies and procedures • Reorganization providing more effective, streamlined operations • Enterprise Resource Planning implementations • Strategic Planning, Disaster Recovery and Business Continuity planning/implementation • Oversight of Pediatric application development from prioritization and communication to resource planning and installation. Outdated software and corresponding hardware modified/upgraded for more efficient management, integration and usage. • Recreated all technology for the Heart Center within the Hale Building, a newly constructed building, on five floors with 96 private inpatient rooms, a cardiac clinic with 21 exam rooms and nine pre-op exam rooms, and all cardiac diagnostic and treatments on one floor. Improved technology by enabling enhanced, more efficient custom applications and collaboration tools for the benefit of patients, families, and the teams who deliver and support that care. • Transferred the Heart Center onto Epic’s Electronic Medical Record platform, consisting of new scheduling, medical record, surgical, communications and billing modules, integrating 5 custom applications and 10 vendors, supporting critical hospital functionality while also reprogramming for new business processes.

Led the Information Technology Infrastructure Organization in support of: • Commonwealth Medicine: a healthcare consulting and operations division • MassBiologics: an FDA licensed developer and manufacturer of vaccines • University of Massachusetts Medical School: Graduate School of Medicine, Nursing • and in collaboration with UMass Lowell, Dartmouth, Boston, Amherst and the President’s Office Accountable for implementing and managing efficient and cost-effective technology including: • Replacement of aged server and storage infrastructure with NetApp/Cisco FlexPod • Business Continuity/Disaster Recovery services: designed, documented and tested SOC II compliant/certified coverage of PHI/PII Research and customer data • WiFi Network upgrades and management • Replacement of antiquated telephony and Call Centers with Avaya phone system and VoIP • Earned M&O and SOC II certifications for 7500 sq. ft. Tier3 Data Center • Program/Project Management • DBA and DevOps support • Process re-engineering of daily operations, customer service support and research initiatives • Roadmap development and implementation • Cloud leverage, including MS Office365 Member of the Efficiency and Effectiveness and Research sub-committees.

Responsible for shaping and supporting the use of technology throughout Pathfinder’s global organization, enabling and furthering its mission in 25 countries, to improve the rights and lives of people by delivering a wide range of quality health services. • Stabilized infrastructure and completed upgrades to all key systems including Pathfinder developed applications, the ERP environment, networking, email, backup systems, and data center • Completed technology roadmap in support of strategic goals and have implemented ITSM, Cloud Storage, O365, VDI, dashboard reporting and upgrades to multiple systems . Network analysis, reconfiguration, and upgrades completed world-wide . Developed metrics and SLAs; availability at 99.7% - 100% . Business Process Re-engineering completed: in one instance saved one month's worth of work • Analyzed staffing and completed department restructure in support of Pathfinder's mission. Support High School intern program, mentoring students with interest in IT. • Focus on customer service and building relationships to provide efficient and effective solutions • Facilitate the Global Technology Governance Committee and Data Security team. • Represented Pathfinder at mHealth Summit • New projects include SharePoint Online, HRIS and DHIS2 implementations. Worked with the President/CEO of Pathfinder to manage planning, implementation and resulting metrics to improve staff satisfaction and efficiency within the organization.

RWU Information Technology is recognized internationally! Citrix: Real Life Case Studies of Virtualization in Education http://blogs.citrix.com/2014/02/27/citrix-real-life-case-studies-of-virtualisation-in-education-a-blog-inspired-by-facebook/ Led the RWU Information Technology department, in support of the University ERP system, data warehouse, computer room infrastructure, networking, mobile technologies, telecommunications, security, VDI, PCI, cloud computing, technical support, 7 X 24 help desk services, asset management and training. Provided value added strategic solutions with a customer focus: • Formulated strategic goals aligned to the University's policies and direction • Led the implementation of technology to increase information accessibility and integrated systems management, including a University-wide Process Re-engineering plan, driving analysis and revamp of existing business processes, significantly reducing time to complete requests, effectively re-utilizing resources, improving reporting and data. • Increased focus on service management and standards, adding 7 X 24 hour support • Developed Business Continuity policies and procedures with implementation • Redeveloped existing infrastructure, expanding physical substructure and network access • Redesigned the IT web site for ease of use Roger Williams University has two campuses offering 43 majors, graduate programs and study abroad options. It is home to the only Law School in Rhode Island. RWU has been recognized as one of the best colleges in the nation by Forbes, a best college in the Northeast and one of the nation’s greenest universities by The Princeton Review, and a College of Distinction by Student Horizons, Inc.

As a member of the leadership team, formulated new services, managed cross-functional projects and resolved technology issues in support of the University's goals and objectives. • Managed all customer-interfacing departments in support of Faculty, Staff and Students. Oversaw development and delivery of centralized, integrated end-user computer and information technology support. • Central point of contact ensuring highest level of customer satisfaction, addressing problems that represent broad and highly complex integration issues using new technologies and techniques. • Provided leadership in business, technical and service management across Northeastern. • Implemented Information Technology Infrastructure Library (ITIL) based service management standards, including Change Management, improving cross-functional response and change throughout IS. • Introduced 40% cost savings and improved service, support, and “green” initiatives via management and renegotiation of contracts in areas such as printing and PC/MAC and peripheral purchases. • Launched campus-wide self-help knowledgebase to all faculty, staff and students. Over 2000 custom solutions created as well as 100,000 general knowledge solutions provided. • Redesigned IS web site, incorporating easy to find references, updated data, and an easy process to manage and maintain the site. See http://www.northeastern.edu/infoservices/ • Ran IS Satisfaction Survey. Results include satisfactory response rate of 85% to 95% in all categories under my direction. Service Desk resolving 23% more calls per month, supporting 14% more classrooms and 4% more applications, without adding staff, due to training, process changes, and the addition of self help tools. NEU maintains seven undergraduate colleges, nine graduate schools, two part-time undergraduate divisions, and several continuing education institutes. The main campus consists of thirty-eight buildings.

Strategized and managed Information Technology support and services for Suffolk, headquartered in Boston with offices in West Palm Beach, Miami, San Francisco and Irvine, in conjunction with 125 satellite offices. • Revamped the Information Technology department into a service-oriented, quality producing team, able to respond to user’s needs in a timely manner. • Designed and executed IT Strategic Plan for corporation and sister entities. Results positioned Suffolk IT services for successful support of a corporation which grew by 64% in 4 years. • Designed Disaster Recovery policies, installed firewalls, web blockers and SPAM intrusion technologies. • Introduced cost savings, created corporate Intranet and upgraded Internet, overhauled back up procedures. • Standardized and upgraded infrastructure, implemented Oracle financials and HR modules. • Introduced Change Control to the IT team for better communications amongst groups and documentation of the environment. • Rewrote job descriptions, introducing cross-training methods; implemented time and cost effective policies and procedures.