1. LAURA CANNON
Westminster, CO 80021 ? 720.339.6374 ? lgcannon@msn.com
Professional Highlights
Management Highlights:
•Management & LeadershipConflict Resolution SkillsTeam & Department BudgetingCustomer Service Staff Hiring &
DevelopmentProject ImplementationsCustomer Relationship-BuildingStaff Support & RelationshipsQuality-DrivenCommunication
SkillsStaff Performance Review/FeedbackMicrosoft Word, Excel, PowerPoint Problem Ticket oversight & SLA managementTime
ManagementMicrosoft Outlook
Management Highlights:
♣Manager escalation point-of-contact for application on call tickets.
♣Oversight of problem/event help desk tickets to ensure all team assigned tickets met IT Department SLA's.
♣Management team participant in development of new Change Management application and oversight of improvement and
transtion of Knowledge Base documentation.
♣Participated in the selection of Modis Consultant Analysts to fill positions supporting Legacy systems during Epic
implementation, including coordination of interviews between Dir of Hospital and Physician Billing and consultant candiates to
meet customers expectation and ensure proper talent skills and fit.
♣Directly involved in the team re-structuring and driving the transition of analysts, duties, and documentation back to Denver
Health after calcellation of Managed Service Contract with Siemens Healthcare.
♣Oversaw operations and directed teams of analysts supporting the full Revenue Cycle and General/Financial applications,
ensuring we met contract SLA requirements as Siemens Managed Services Delivery Manager and Denver Health Applications
Manager.
♣Directly involved in team transition activities (Current State application support documentation review & updates by team
analysts) for 2 months leading up to transition from Denver Health Applications Manager to Siemens Managed Services Delivery
Manager role supporting Denver Health.
♣Managed project to update and develop new Help Desk Routing Matrix forms for Help Desk Analysts; oversaw analyst review
and revision requirements and process.
♣Provided management oversight and leadership through the 2 enterprise-wide implementations of new Patient & Resource
Scheduling Applications.
♣Provided management oversight and leadership through project to implement new enterprise-wide bed management
application.
♣Led strategic initiatives to enhance department goals, create solutions, and design better IT Application support operational
processes including documentation, enhancement and upgrade testing, change management review and approval, project
implementation and communication.
♣Grew team from five to eleven analysts in order to improve Application Team support model; changing from silo to team support
model.
Communication Skills
♣Exhibits passion for exceeding customer’s expectations and ensuring satisfaction in a timely manner.
♣Excellent written, oral, and interpersonal communication skills, with ability to interact effectively at all levels of the
organization
♣Addresses disruptive and problem behaviors professionally and respectfully resolving such issues in a positive manner
♣Understands and can speak in technical terms, and able to translate and communicate to customers in the language
they understand
♣Values diversity and builds trust and rapport with direct reports, co-workers, management, and customers at all levels of
the organization
♣Exhibits excellent active and reflective listening skills
♣Communicates ideas, facts and information to others in a timely, personable and individualized way
Other Relevant Skills
♣Enjoys setting and reaching goals and continually works to perfect personal performance standards
♣Strong organizational and documentation skills
♣Six Sigma/Lean events participant
♣Demonstrates professional and personal integrity and strives to see all commitments through to completion while
providing top-quality work
♣Training and Curriculum Development
♣Expresses a positive and flexible attitude, being open to assisting in other capacities as needed

2. Employment Experience
Modis Healthcare IT Consulting Denver, CO Siemens Invision Application Analyst 2015 to Feb 2016
Denver Health Denver, CO Applications Manager 2004 to 2015
Siemens Managed Services Delivery Manager 2012 to 2014
Professional Certificiation
ITIL v3 Foundation in IT Service Management AXELOS Global Best Practice Dec 12, 2014
*Certificate #: GR750140968LC