Case Study

Enhancing Statewide Healthcare IT Resilience at the New York State Department of Health

Premise

As an IT Project Manager at the New York State Department of Health, I was tasked with strengthening the reliability and resilience of statewide healthcare IT systems. This role required balancing stringent state-level compliance, supporting mission-critical healthcare software applications, and ensuring operational continuity for a diverse set of stakeholders across New York..

Considerations

Statewide healthcare systems are complex ecosystems with multiple applications, each carrying significant implications for patient care, public health data, and regulatory compliance. The challenges included:

  • Consolidating fragmented knowledge resources into comprehensive, accessible knowledge bases.

  • Developing robust disaster recovery frameworks that ensured readiness for unplanned emergencies.

  • Equipping frontline helpdesk teams with the necessary infrastructure, codebase, and security insights to provide reliable support.

  • Ensuring all deliverables met stringent timelines and high standards of quality expected at the state level.

Solution

To address these challenges, I:

  1. Spearheaded the compilation of statewide healthcare knowledge bases, organizing complex technical data into structured repositories for faster access and problem resolution.

  2. Developed a comprehensive disaster recovery playbook in close collaboration with subject matter experts (SMEs), outlining detailed procedures to maintain continuity of healthcare services in emergency scenarios.

  3. Delivered critical support to helpdesk teams, ensuring they had actionable infrastructure, codebase, and security documentation to address incidents effectively.

  4. Applied project management best practices to coordinate timelines, ensure compliance, and achieve quality standards under tight deadlines.

Results

  • Created a statewide knowledge base framework that streamlined IT support for healthcare applications across New York.

  • Significantly enhanced disaster recovery preparedness, enabling faster recovery times and reducing risk exposure for critical health systems.

  • Strengthened helpdesk efficiency and confidence, improving first-line response capabilities and reducing resolution times.

  • Contributed to the Department’s overarching mission of delivering reliable, resilient, and secure healthcare IT services at scale.