Richard Graham

At Optum, I own more than half of incidents across the Curo and OCM Behavioral Health platforms, supporting healthcare systems serving 100,000+ users and stakeholders.

I manage and resolve 6,000+ incidents annually while building SQL, Power BI, and Excel reporting that leadership uses for operational decisions. I created a centralized reporting and knowledge hub that reduced research time by more than one hour each day, and I use root-cause analysis to reduce recurring issues and improve turnaround times.

Previously at Midland States Bank, I delivered enterprise technology support, managed hardware and software assets, and packaged and deployed applications across the organization. I also improved deployment processes and operational procedures through cross-functional collaboration.

I'm a trusted escalation resource and mentor, recognized with 50+ Bravo Awards for operational excellence, teamwork, customer service, and business impact.