Managed Services Supervisor Resume

PROFESSIONAL SUMMARY:

Oversee a Managed Service offering that generates over 2 million dollars in annual gross revenue for 100 (+) client organizations
Head the delivery of application life cycle managed services for Confidential HIS medical billing and abstracting software on a quarterly release cycle
Direct a team of operation leads, consultants, capacity planners and technical analysts to meet all business unit objectives
Hire operation team leaders to supervise key account relationships for customers who are among the top 5% revenue generating clients
Shape the relationship of key business vendors to effectively execute critical tasks by developing operational infrastructure, our partners in proprietary knowledge, designing quality assurance reports and continually transforming business processes
Establish project plans by formulating goals and strategies, calculating risks, building contingency plans and directing necessary resources
Coordinate incident response to change control process violations to limit system damage, reduce recovery time and decrease associated costs
Advise senior client leadership on Confidential Managed Services at the point of sale, during onboarding and through the life cycle of the contract
Deliver release management consultation services to client IT and Health Information Management teams
Author, publish, and enforce division level remote access management and change control standard operating procedures
Launch an internal career map designed to define organizational layout and hierarchy, establish career growth pathways as well as to motivate employees to map out and act upon long term goals
Design client dashboards illustrating key service level objectives, customer satisfaction metrics, monthly service request break downs, and quarterly change control events

SKILL:

Release Management
Service Delivery Management
Policy Management
Incident Response

EXPERIENCE:

Managed Services Supervisor

Confidential

Responsibilities:

Centralize and streamline release management activities while managing the partial outsourcing of delivery operations to an external vendor
Advocate for budgetary and personnel changes, while planning for continual and rapid growth
Orchestrate the resolution of complex software problems as a final escalation point for issues affecting National Accounts
Accelerate the collection of customer feedback, examine the results, and refine service delivery to positively influence the client experience
Facilitate the assignment of work projects and curriculum for all direct reports
Coach team members to achieve business unit and individual objectives
Guide employees through the compensation and performance appraisal process as well as regulate corporate policy violations when appropriate

Operations Lead

Confidential

Responsibilities:

Chaired weekly operational meetings and annual on - site visits
Devised strategic initiatives to increase the quality of customer support
Administered cross team communication regarding escalations and projects
Composed and maintained project documentation
Enhanced project issue identification and resolution

Platinum Analyst

Confidential

Responsibilities:

Investigated and solved environmental and product related technical problems
Outpaced all customer satisfaction metrics and cross product goals
Operated internal client review meetings across multiple Confidential HIS teams
Formulated methods to improve communications and efficiency

Technical Services Analyst

Confidential

Responsibilities:

Analyzed and lobbied alternative solutions to meet customer needs
Exceeded all performance goals and objectives
Built credibility and trust with Confidential HIS customers

Health Care Specialist

Confidential

Responsibilities:

Controlled medical operations and logistics for the 949th Transportation Company
Organized medical supply quality control and property management
Motivated and taught junior enlisted medical personnel

Emergency Medical Technician

Confidential

Responsibilities:

Administered basic emergency services to victims of trauma or acute illness before and during transportation to a healthcare facility

Network Operations Engineer & Sales Consultant

Confidential

Responsibilities:

Executed web site modifications, virus removal and network system maintenance
Secured IT outsourcing contracts through direct outreach to C-level decision makers
Spearheaded event promotion and new lead generation through market research

CRM Specialist

Confidential

Responsibilities:

Assembled materials and taught new employees Undergraduate Advising Policies and customer relationship management (CRM) application usage
Programmed database applications using Structured Query Language (SQL) and VBScript
Arbitrated face-to-face information sessions with multiple prospective students
Rapidly earned promotions through multiple tiers of the Undergraduate Enrollment Department

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