HAROLD A. GAGE II
Chicago,Illinois
Summary
Certified Scrum Product Owner (CSPO) with 7+ years supporting enterprise IT operations, IT asset management, identity and access management, desktop support, and healthcare technology. Experienced with Epic EMR, ServiceNow, Active Directory, Microsoft Intune, Azure, Salesforce, and ITSM process. Focuses on requirements, backlog prioritization, and delivery alignment with business needs.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Access Specialist
Rush University System for Health
03.2026 - Current
- Managed patient scheduling, registration, insurance verification, and account workflows using Epic EMR to streamline patient access.
- Coordinated with clinical, administrative, and insurance teams to resolve scheduling and patient account issues, enhancing service delivery in a high-volume healthcare environment.
- Identified workflow inefficiencies and collaborated with cross-functional teams to implement process improvements that enhanced patient access operations.
- Maintain accurate electronic medical records and ensure HIPAA compliance while handling confidential patient information.
- Prioritize multiple tasks, manage competing priorities, and deliver exceptional customer service while meeting departmental performance goals.
- Utilize Microsoft Excel and Epic reporting tools to maintain accurate records, support operational reporting, and ensure data integrity.
IT Project Manager
TMS McDonalds
07.2025 - 11.2025
- Led cross-functional teams in tracking deliverables and implementing timely solutions to operational issues.
- Partnered with cross-functional teams to gather project requirements and monitor deliverables, driving continuous process improvements across initiatives.
- Executed strategic process enhancements to elevate service delivery and operational efficiency.
- Streamlined support request management through effective Jira ticket triage and prioritization, maintaining SLA adherence.
- Facilitated stakeholder communication by delivering regular status updates and managing issue reports.
- Developed project status reports, meeting agendas, and executive updates to communicate project progress and key milestones.
- Supported project schedules by monitoring action items, maintaining project documentation, and escalating issues impacting timelines.
Technical Project Manager
Federal Home Loan Bank of Chicago
10.2024 - 07.2025
- Led Salesforce and Service-now enhancement projects, coordinating stakeholders, requirements gathering, testing, and implementation activities.
- Developed project plans, project status reports, stakeholder presentations, and implementation documentation throughout the project lifecycle.
- Tracked project milestones and deliverables, providing regular performance updates to leadership to ensure alignment with project goals.
- Coordinated cross-functional teams to enhance workflows and service delivery across departments.
- Facilitated project meetings, documented meeting minutes, action items, project risks, and dependencies to ensure timely execution.
- Coordinated testing and implementation planning for change management activities, facilitating effective stakeholder communication.
- Analyzed business processes and collaborated with stakeholders to recommend process improvements that enhanced operational efficiency.
- Supported resolution of 200+ monthly IT service requests through trend analysis and process optimization.
- Managed Microsoft Intune mobile device administration, deployment activities, and endpoint support.
IT Asset Project Manager
Oak Street Health
07.2023 - 10.2024
- Supported enterprise IT asset management initiatives to maintain operational compliance and technology governance.
- Used Microsoft Excel to analyze IT asset data, maintain project trackers, monitor inventory trends, and support operational decisions.
- Managed role-based access controls and user account administration across enterprise systems.
- Worked with business partners to gather requirements and implement technology solutions aligned with organizational goals.
- Supported agile ceremonies, including sprint planning, backlog refinement, stakeholder communication, and project tracking.
- Built Microsoft Excel reports using formulas, filters, conditional formatting, and data validation to improve reporting accuracy and provide timely project updates to leadership.
- Improved leadership updates through detailed reporting practices.
- Maintained project documentation, including implementation plans, process documentation, project trackers, stakeholder communications, and status reports.
- Delivered user training programs to support technology adoption and operational readiness.
Education
Year Up Chicago
Chicago, IL01-2019
Skills
- Epic EMR
- ServiceNow
- ITSM
- IT Asset Management
- Jira
- Microsoft Intune
- Azure AD
- Active Directory
- Identity management
- Technical Support
- Device Deployment
- Hardware Lifecycle Management
- Agile/Scrum
- Process Improvement
- Healthcare operations
- Cross-functional collaboration
Certification
- Certified Scrum Product Owner (CSPO), 2025-Scrum Alliance
- Sales Engineering Certification, 2023-Leveld Careers
- Business Communication Certification, 2020-IBTA
Timeline
Access Specialist
Rush University System for Health
03.2026 - Current
IT Project Manager
TMS McDonalds
07.2025 - 11.2025
Technical Project Manager
Federal Home Loan Bank of Chicago
10.2024 - 07.2025
IT Asset Project Manager
Oak Street Health
07.2023 - 10.2024
Year Up Chicago