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Top achiever and inspirational leader with high expectations and dedication to excellence in project delivery. Talent for empowering multidisciplinary project teams and persuading collaboration with assertive, yet affable,  and approachable. Achieve performance advances in demanding arenas by clearly communicating vision, instilling team culture, and igniting a spirit of cooperation.

Professional Experience

American Academy of Orthopaedic Surgeons

Mar 2015Present

Technology and Data Services Coordinator

  • Provides ongoing support to the Chief Technology Officer with various tasks related to the smooth operation of the TDS team. 
  •  Assists with the management of the Chief Technology Officer’s schedule, coordinating meetings, drafting correspondence, and scheduling travel. 
  • Ensures that correspondence into and out of the Chief Technology Officer’s office is processed in a timely and appropriate manner.
  • Supports the Chief Technology Officer’s efforts to maintain a fiscally responsible operation by assisting with ongoing financial tasks. 

   - - This includes tracking costs against budgets, project cost tracking, assisting with the rolling  forecast, annual program or work, and cost center allocations.

  • Drafts preliminary reports showing financial performance of the team and its projects. 
  • Supports the Technology and Data Services team by scheduling meetings, assisting with the development of operational reports, assisting with travel and conference registration tasks.
  • Maintains a shared calendar tracking the Technology and Data Services team’s availability and work schedules. 
  • Responsible for creating and maintaining a file management system that ensures that all Technology and Data Services filing needs are met. 

   - - This includes tracking of new, renewing, and ongoing contracts, project based statements of work, archival project files, and others as needed.

  • Works with the Senior IT Project Manager on project management tasks as needed. 
  • Assists the Technology and Data Services team by ensuring that work order based communications and status updates are provided in a timely manner. 
  • Alerts appropriate staff if work orders become stale or are not closed appropriately.
  • Help to create, implement and enforce standard IT Operation processes.
  • Developed cross functional team plans, performance plans, process improvement documentation, resource plans, staffing schedules, technical documentations, RFP, RFI, change management documentations, communication to the user base and monthly analytic reports for senior management. 
  • Manage day to day activities including mentoring and motivating support staff, monitoring open work orders, resolving customer problems to their satisfaction while seeking feedback on services provided. 
  • Documented issues and monitored all active issues for resolution.
  • Overseeing technical projects and also working with other employees on non-technical projects, where needed.
  • Performs other duties as assigned by the Chief Technology Officer.

 - - Other

  • Identify problem areas and recommend appropriate action and follow up
  • Ensure Help Desk tracking and asset information is accurate
  • Document solutions to problems and recommend fundamental changes to system configurations to prevent recurrences

Captain James A. Lovell Federal Health Care Center - Navy

Jan 2013Jan 2015

Client Relationship Manager / System Administrator

[June 2014 - January 2015 | 40 Hours Per Week] [January 2013 - May 2014 | 20 Hours Per Week]

The Interactive Customer Evaluation (ICE) system is a web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense (DoD). The system allows customers to submit online comment cards to provide feedback to the service providers they have encountered at military installations and related facilities around the world. It is designed to improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments.

  • Prepares a variety of reports and analysis for senior leadership.
  • Promotes the ICE program through a variety of means to include local news paper, Face Book, website, email, training venues, business cards, posters, flyers, monthly newsletter.
  • Ensure organizational relationships and functional categories are lines up correctly with the service being provided.
  • Provides monthly training for service provider managers on customer service and how it relates to the ICE Program as well as ICE site navigation.
  • Evaluates site comments and determine if they should be moved to a valid service provider account.
  • Creates and deletes new ICE manager accounts as needed to monitor the individual service provider accounts.
  • Moves comments within and outside organizational structure of the FHCC that do not belong to the service provider account for which they were originally submitted to.
  • Contacts a random number of customers to determine if they were contacted and their issues were adequately addressed.
  • Developed and maintain strategic plans


LED CHANGE INITIATIVE ◆ Established and Implemented the Interactive Customer Evaluation (ICE) system and designed a plan to site initiate the ICE system within the Directorate of Fleet Medicine,followed by implementation throughout the entire Captain James A. Lovell Federal Health Care center and outlying outpatient clinics, paving the way for the Veteran Health Administration implementation.

IMPLEMENTED CHANGE TO IMPROVE CUSTOMER SERVICE FEEDBACK ◆ The system streamlined the time that customer relation issues were resolved, thus increasing customer satisfaction by 20% and an increase in the volume of comments submitted on a monthly basis by 500%.

 PROCESS IMPROVEMENT ◆ The ICE system led the command in a new direction by being able to data mine 5 years of quality customer service comments and recommendations that could be used to determine what areas needed to be improved.

 PROJECT MANAGEMENT  ◆ Spearheaded the strategic planning and deployment of $20,000 dollars’ worth of computer hardware consisting of 8 kiosks in 4 physical locations and servicing over 40,000 patients annually. Authored, disseminated and implemented security procedures and policy to protect critical IT equipment and data.

Fisher Branch Health Clinic, Captain James A. Lovell Federal Health Care Center  - Navy

Jul 2012May 2014

Clinic Manager (Business Analyst)

[July 2012 - May 2014 | Full Time -  40 Hours Per Week]

Directing, supervising and evaluate work activities of medical, nursing, technical, clerical, service, and other personnel. Maintain communication between staff, department heads, and directors by attending board meetings and coordinating interdepartmental functions.Plan, implement and administer programs and services in a health care or medical facility, including personnel administration, training, and coordination of medical, and other clerical staff.

  • Provided training in key areas required to deliver exceptional personal service.
  • Measure current performance levels
  • Map the service delivery processes
  • Defined service standards and objectives for these essential points.
  • Established service delivery procedures to optimise material service.
  • Trained staff on how to handle customer complaints effectively using the correct mix of empathising, apologising and resolution.
  • Focus on proactive (prevention) as well as reactive (cure) problem solving.
  • Provided training in key areas required to deliver exceptional personal service.
  • Measure current performance levels
  • Map the service delivery processes
  • Defined service standards and objectives for these essential points
  • Established service delivery procedures to optimize material service
  • Trained staff on how to handle customer complaints effectively using the correct mix of empathizing, apologizing and resolution.
  • Focus on proactive (prevention) as well as reactive (cure) problem solving.
  • Developed procedures and systems for establishing, operating, and assessing the effectiveness of administrative control systems such as those designed to prevent waste, loss, unauthorized use, or misappropriation of assets.
  • Researched and investigated new or improved business and management practices for application to agency programs or operations.
  • analyzed management information requirements to develop program or administrative reporting systems including the systems specifications, data gathering and analytical techniques, and systems evaluation methodology.
  • Advised on the potential benefits/uses of automation to improve the efficiency of administrative support or program operations.
  • Conducted studies of employee/organizational efficiency and productivity and recommending changes or improvements in organization, staffing, work methods, and procedures.
  • Developed workload based staffing standards to determine organizational manning levels.
  • Created requirements for plans to feed into project plan.
  • Identify and document requirements risks.
  • Reported on requirements progress as input to project status report.
  • Prepared and conducted requirements
    presentation for senior executives.
  • Determined business objectives.
  • Creating business architecture.
  • Functional requirements and Non-functional requirements.
  • Reviewed design document and ensuring requirements are met.
  • Knowledge of NCQA Accreditation  and Joint Commission Accreditation Policies and Procedures.


  • Improved the flow of care for patients completing the annual periodic health, analyzed the problem, interviewed patients, mapped the current process, determined the resources needed, and ultimately with my leadership help acquire the necessary resources. With the completion of this project, it resulted in a reduction of 93 minutes for patient cycle time, and 85 percent increase in first pass yield for the top four defects, and a complete elimination of necessary laboratory tests. The project culminated with enhanced Fleet Medical Readiness, recaptured man-hours for personnel assigned throughout Navy Region Midwest.
  • Efficiently managed and tracked medical readiness for 14 military facilities; raised Individual Medical Readiness from 42 percent to 82 percent in just 10 months.
  • Supervised and monitored the completion of over 430 Recruit special duty physical examinations for three separate Recruit training groups resulting in a 96 percent on-time graduation and transfer rate.
  • Developed study guides and provided advancement material for five junior sailors and educated all clinical staff tuition assistance, college enrollment, and commissioning programs.
  • As an Aerospace Medicine Technician, assisted in the completion of over 500 flight physicals for recruits aboard Recruit Training Command Great Lakes. Provided Weekly Individual Medical Readiness reports to United States Strategic Command and 287 personnel.
  • Monitored the health and wellness status across seven Healthcare Effectiveness data and information set measures for 3,919 active duty personnel.

Captain James A. Lovell Federal Health Care Center 

Jun 2012May 2014

Records Manager

[July 2012 - May 2014 | Full Time - 40 Hours Per Week]

Administer the organization’s records management program.

  • Coordinating with and/or advising on matters relating to records management with Freedom of Information Act (FOIA)/Privacy Act (PA) staff.
  • Providing advice and guidance to management and staff on the creation, maintenance and use of records, electronic recordkeeping and electronic mail systems; 
  • Ensuring the proper disposition of records consistent with Government wide policies and procedures; 
  • Developing plans and procedures for implementing records management policies, regulations, retention schedules and other policy formulated by policy setting agencies such as the United States Navy and National Archives and Records Administration (NARA).
  • Conducting periodic records management quality control reviews, compliance audits, risk assessments and surveys to measure the effectiveness of electronic systems and for general program improvement purposes; 
  • Organizing records and information based on agency lines of business, and  developing plans for logical filing structures, information access and training; 
  • Analyzing business processes to improve or make use of automated tools, systems and technology to provide accurate and timely responses to records inquiries and requests;
  • Assess records and information practices to ensure they support the principles of transparency and information sharing throughout the organization, agency and Government.

Medical Records:

  • conduct quality assurance reviews, evaluate documents in the record, and identify unrecorded diagnoses, inadequate coding, over or under use of services or resources, inadequate documentation, and other procedural problems.
  • Plan and manage the development and maintenance of a medical records program.
  • Develop and implement policies and procedures to process medico-legal documents and insurance and correspondence requests, and to document, store, and retrieve medical records information conforming with Federal, State, and local statutes.
  • Advise management and staff on medical records procedures and problems and provide solutions to the problems.
  • Advise staff members or research investigators on methods of recording and retrieving health care data for special studies and perform retrieval of data for studies.
  • Coordinate with appropriate personnel to manage, supervise, and perform administrative work to meet procedural, legal, and administrative requirements concerned with the admission, treatment, transfer, and discharge of patients.
  • Plan, organize, implement, and test a hospital's medical records utilization review, quality assurance, and risk management programs.
  • Advise in the design, development, and evaluation of automated systems to meet the changing technological needs for information required to manage resources.
  • Plan for, justify, test, and advise on the use of computer technology for collecting health care information, statistical data, and management of a medical records program.
  • Apply legal principles, policies, regulations, and standards for the control and use of medical records information, handling subpoenas and court orders, and assessing risk.
  • Serve on various hospital committees whose policies may impact directly on the medical records program and contribute to decisions that establish hospital policies for medical records management.
  • Review and analyze information reported into data systems and provide recommendations for more efficient use of resources to medical center management.
  • Make projections on growth of medical records system and implement design changes to accommodate program expansion.

Captain James A. Lovell Federal Health Care Center 

Jun 2012May 2014

Information Security Analyst (Access Management Specialist)

[July 2012 - May 2014 | 20 Hours Per Week]

FHCC Information Security Analyst is the immediate point of contact for all departmental information security / assurance issues and problems. The FHCC ISA assists the Information Security Officer (ISO) by exercising day to day control of sensitive information resources . The ISA is instrumental in ensuring compliance with facility, directorate, departmental, policy and standard operating procedures . The ISA ensures countermeasures (procedural & physical) exist and are working to enhance Information Security.

The FHCC ISA is responsible to review user practices and procedures for possible vulnerabilities which may pose a threat to information security.

  • Ensure compliance with proper media/equipment control and labeling procedures.
  • Ensure “need to know” and “least privilege” rules are enforced.
  • Assist the information security office in conducting information security rounds to assure information security policies and procedures are followed by Department Users.
  • Assist the information security office in investigating and reporting actual and suspected information security violations and report these immediately to the information security office.
  • Research, analyze, and evaluate data for response to information requests.
  • Keeping abreast of recent developments in the field of disclosure, including recent court and department decisions, current legislative resolutions or problems encountered within the FOIA program.
  • Review and analyze appeals from denials of access to records requested under FOIA and recommending final agency decision on release/non-release of records.
  • Serve as liaison to external customers and recipients to clarify and resolve issues.
  • Help develop agency policy and procedures with regard to the administration of FOIA.
  • Process Privacy Act data requests.
  • Providing guidance and advice on Federal privacy policy and processes.
  • Planned and conducted educational training sessions on Privacy Act requirements.
  • Support disaster recovery/business continuity plans as related to user and access management.
  • Develops, creates and maintains documentation related to IAM plans, diagrams, processes and procedures.
  • Administers and provides day to day support of IAM/IDM components and applications.
  • Analyzes business processes to identify account processing workflows
  • Ensure that all information systems are properly managed and process data consistent with facility policy and within their security parameters.
  • Ensure that Department controls, which regulate the use of unclassified and sensitive information, are consistent with facility policy.
  • Maintain accountability and control over all portable media and devices.
  • FHCC Access Coordinator for all Department users requiring access to facility computer systems. Responsibility includes processing all Access Requests.
  • Function as the Application Coordinator for all Department specific applications and participate in training programs to ensure an appropriate level of expertise about the functions and capabilities of these programs.

Department of Defense

Dec 2012Jan 2014

Sexual Assault Victim's Advocate

► Improving the quality of response to sexual assault victims.
► Provide crisis intervention, referral, and ongoing non- clinical support to the sexual assault victim.
► The victim alone decides whether to accept the offer of victim advocacy services.
► Report to and coordinate directly with the Sexual Assault Response Coordinator.
► Attend annual and ongoing training.
► Inform victims of the options to use services providers (e.g., medical, legal, and chaplain) and other resources available to victims.
► When victims are injured or traumatized as a result of crimes, advocates help arrange emergency medical care and counseling.
► Provide support to the victim throughout the medical, investigative, and judicial process, must exercise sensitivity with regard to the victim at all times, but will not counsel the victim.
► Safeguard documents pertaining to sexual assault incidents and protect information that is case related.

Fisher Branch Health Clinic

Jul 2012Jun 2014

Infection Control Officer

► Conducting rounds in the clinic departments for discussing, monitoring and following the practices of infection control with staff.
► Collecting data on infection from clinic departments and maintaining records for every case.
► Conducting training sessions to ensure constant implementation of infection control practices
► Conducting continuous surveillance for detecting the infection source for the purpose of prevention.
► Following and investigating the incidents of hospitals infection, generating reports.
► Ensuring the availability of supplies and place needed for isolation.
► Participating in unit meetings, in-service education programs, and quality improvement initiatives as assigned.
► Preparing monthly statistical information for presentations in infection control meetings.
► Reporting any interference for the implementation of infection control practices.
► Making ensure that the staff is free from any infectious disease.

Naval Hospital Guam

Jun 2009Jun 2011

Leading Petty Officer (Clinic Manager), Physical Examinations Department

Naval Aerospace Medical Institute, Aerospace Medicine Technician "C" School

Feb 2009May 2009

Hospital Apprentice | Hospitalman

Naval Hospital Corps School

Oct 2008Jan 2009

Hospitalman Recruit

Recruit Training Command

Jul 2008Sep 2008

Seaman Recruit

Rooters BBQ and Steakhouse

Mar 2007Jul 2008

Head Chef | Kitchen Manager

► Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities.
► Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.
► Count money and make bank deposits. Investigate and resolve complaints regarding food quality, service, or accommodations.
► Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation.
► Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity.
► Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted.
► Maintain food and equipment inventories, and keep inventory records.
► Schedule staff hours and assign duties.
► Establish standards for personnel performance and customer service.
► Monitor sanitation practices to ensure that employees follow standards and regulations.
► Check the quality of raw or cooked food products to ensure that standards are
► Estimate amounts and costs of required supplies, such as food and ingredients. Instruct cooks or other workers in the preparation, cooking, garnishing, or presentation of food.
► Supervise or coordinate activities of cooks or workers engaged in food



Feb 2015Present

CompTIA Project +



Feb 2015Present

Google AdWords Certified


Feb 2015Present

Google Analytics Certified

Mar 2015Present

CompTIA Cloud +

Mar 2015Present

CompTIA Server +

National Computer Science Academy

Jan 2014Present


Technical Skills

Project Management


Robert Morris University - Illinois

Jan 2015Jan 2017

Master of Business Administration (M.B.A.) / Master of Information Systems (M.I.S)

  • MIS 515 Database Design & Management (Completed)
  • MIS 548 Information Security Management  (Completed)
  • MIS 517 Client/Server Development
  • MIS 521 IT Financial Management
  • MIS 525 Object-Oriented Programming (In Progress)
  • MIS 540 Data Communication & Networking
  • MIS 542 Network & Internet Security
  • MIS 590 Capstone: Connecting Globally
  • MGT 505 Ethics & Communications
  • MIS 531 IT Service Management (In Progress)
  • ACC 510 Accounting for Managerial Decisions
  • MGT 508 Research and Statistics for Management
  • MGT 554 Management & Performance Consulting
  • MGT 545 Leadership Theory and Practice
  • MGT 550 Organizational Design & Change Management
  • MKT 520 Marketing Management
  • PMP 575 Project Management
  • MIS 562 Legal Issues in Information Assurance & Auditing
  • MIS 575 Ethical Hacking
  • MIS 589 Business Continuity, Disaster Recovery Theories & Strategies

Texas A&M University

Jan 2015Feb 2015


  • Cyber Incident Analysis and Response
  • Digital Forensics
  • Secure Software
  • Information Risk Management
  • Cyber Law and White Collar Crime
  • Business Information Continuity
  • Network Assurance

Eastern Illinois University


Bachelor of Arts (B.A.)

University of Maryland University College


Associate of Arts (A.A.)

Green River Community College


Certificate in PC Support

PC Support

Additional Information

"Captain Acosta mentioned you by name and called you "the best Petty Officer in the Navy" at the Navy's Joint Commission conference in Oak brook last week when he gave the keynote speech and spoke about the ICE System" - Ms. LeBlanc, RN BSN CCRN CPPS, Patient Safety Specialist

“The expansion of this program evolved on the East Campus by Austin Vern Songer taking the initiative to learn the program and implement all facets. The response from the patients has been phenomenal and germane to the entire beneficiary population.” - Federal Health Care Center - Total Force Management Committee

"During our time working together, I had the pleasure of participating in a handful of projects with Austin and it never ceased to amaze me how intelligent and astute he was at coordinating said projects. He was able to foresee outcomes and plan for the needs of our team long before anyone else. I would value Austin’s insight and advice above even more senior and experienced members of our team" - LT. Barry Moore, Registered Nurse at United States Navy

"His personal and professional experience to date and enthusiasm in helping people" - Kevin Haws  Nurse Manager at VA San Diego Healtchare System  

"Austin is an intelligent, self starter. Very enthusiastic about all of his endeavors. He has excelled in a very competitive technical field, within the US Navy and is eager to make a quality reputation in his next career. I would stake my not only my career on him, but, my reputation." - Petty Officer Kristofer Pedersen, Recruit Division Commander at US Navy  

Awards and Honors

Navy and Marine Corps Commendation Medal Jul 2014 

  • Awarded by: Captain James A. Lovell Federal Health Care Center Commanding Officer, Jose Acosta, CAPT, MC, USN
  • “Meritorious service in the superior performance of his duties while serving as the interactive Customer Evaluation Program Manager, Captain James A. Lovell Federal Health Care Center, North Chicago, Illinois from January 2013 to July 2014. Petty Officer Songer Skillfully Implemented the Interactive Customer Evaluation System Program (ICE) within the federal health care center. He meticulously tracked 1,150 Customer Comments, which enabled Leadership to address patient Service enhancing the Environment of Patient Center Care. Additionally, He trained 115 Departmental Customer Service representatives on the proper use of the ICE program. Petty Officer Songer's Initiative, Perseverance and Loyal devotion to duty reflected great credit upon himself and were in keeping with the highest Traditions of the United States Naval Service.”

Navy and Marine Corps Achievement Medal Jun 2011

  • Awarded by: Naval Hospital Guam, Commanding Officer, Kevin Haws, CAPT, NC, USN
  • “Professional Achievement in the superior performance of his duties while serving as Leading Petty Officer, Physical Exams Department, U.S. Naval Hospital, Guam from June 2009 to June 2011. Petty Officer Songer was instrumental in the processing of 3,500 Candidates for military service. He revamped standard operating procedures and streamlined the documentation system which decreased processing time by 50 percent. As the department customer service representative, he led the clinic to achieve a 100 percent Customer Satisfaction Rating, The highest in the Navy Medicine for first quarter fiscal year 2011. Petty Officer Song's initiative, perseverance, and loyal devotion to duty reflected credit upon himself and were in keeping with highest traditions of the United States Naval Service.”

Flag Letter of Commendation | January 2011 Commander, Naval Medicine West

Junior Sailor of the Quarter | December 2011 1st Quarter, Fiscal Year 2011 Commanding Officer, Naval Hospital Guam

HM3 Travis Youngblood Award | January 2009 Commanding Officer, Naval Hospital Corps School

  • “For Superior Performance of your duties by going the extra mile volunteering to help shipmates in your division and assisting members of our community. Your exemplary leadership made a great impact upon the people in the community in which we live and has demonstrated to all that being a Corpsman involves reaching out, caring, and serving others. Your exceptional dedication, personnel initiative and loyal devotion to duty reflected great credit upon yourself and were in keeping with the highest tradition of United States Naval Service.”


Electronic Records Management - Planning and Managing [30 Hours]

  • ISBN-13: 978-1507830048
  • ISBN-10: 1507830041

Electronic Records Management - Understanding The Context [ 30 Hours]

  • ISBN-13: 978-1507830017
  • ISBN-10: 1507830017

Easy Guide: Certified Information Systems Security Professional (CISSP) [50 Hours]

  • ISBN-13: 978-1507730102
  • ISBN-10: 1507730101

HM Advancement Exam Study Guide 1 [20 Hours]

  • ISBN-13: 978-1499645217
  • ISBN-10: 149964521X

Hospital Corpsman Study Guide [20 Hours]

  • ISBN-13: 978-1497317277
  • ISBN-10: 1497317274

Civic / Community Service experience

Great Lakes Naval Museum 

Front Desk Coordinator

North Chicago, IL. [October 2013 - Present] 15 Hours/Month

Autism Speaks

Member, Fundraising Committee

Chicago, IL [October 2012 - Present]


Content Management Systems

  • eXo Platform
  • OpenKM
  • Drupal

Electronic Health Record Systems

  • Armed forces Health Longitudinal Technology application
  • Composite Health Care System
  • Veterans Health Information Systems and Technology Architecture (VistA)
  • Computerized Patient Record System (CPRS)
  • Essentris

Workflow Management System

  • Activiti
  • Bonita BPM

Project Management Systems

  • Basecamp
  • Microsoft Project
  • Feng Office


Leading Indicators of Veterans Experience - Veterans Health Administration [23 September 2014]

Meeting Subject: Enhancement of Veterans’ experience of care in VHA by capturing “real time” feedback from Veterans/Family members.

Attendees:Ann Patterson, Joe Francis, Steve Wright, Tony Guagliardo, Lauri Phillips, Laura Krejci, Laura Bowman, Sonja Brown

"Interactive Customer Evaluation System"  by Austin Vern Songer

Summary of what was covered:

  • Average of 300-500 comments received per month at Lovell through kiosks, web applications, comment cards, etc.
  • Expectation of 2K comments per month based on information received from other locations within DoD that used ICE (Naval Hospitals, Walter Reed) 
  • A survey department was developed in DoD that can create survey questions upon facility requests in the ICE application. 
  • Survey questions can be modified with the exception of “Command level” questions at a local level (i.e., clinic, facility, ward) 
  • Comment cards can be created for non-VA providers 
  • Data is stored in the system for 5 years; ICE can be accessed via multiple access points (kiosk, paper cards, OR codes)


  • Association of Information Technology Professionals
  • The Society of the Federal Health Professionals
  • United Nations Association of the United States of America