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Work Background
Medidata SolutionsTechnical Account Manager
Jan. 2021RemoteMaintain product, platform and industry knowledge to offer broad support to customers increasing the ability to recognize new business opportunities. Facilitate strategic account discussions in conjunction with Sales and Professional Services to ensure positive customer experiences. Collaborated with Technical Support team to ensure a full understanding of the client requirements and needs per market segment. Performed regular analysis of the client support issues to determine resolutions and improve customer satisfaction status. Perform monthly and quarterly trending reports to identify process improvements within the company or client/partner. Development of product documentation and process documentation.
AllscriptsHosting Solutions Client Service Manager - Expert Service Delivery Manager
Jan. 2012 - Dec. 2021Mountain Lakes, New JerseyManaged 5 hospital and physician practices including relationship building and management, case management, monitoring server health environment, overseeing project management across 5 data center locations hosting over 20 distinct solutions. Liaison for software and hosting sales. Focusing on improved client satisfaction, reducing vendor ‘touch points’ and improving overall communication with client healthcare leadership. Providing both incident-based and proactive support functions while escalating SLA impacting events. Directed the clients to other resources to address systemic problems or to conduct assessments aimed at improving operational efficiency. Managed all change control reviews and approvals for all clients. Partnered with technical teams to fast track server deployments, patient safety issues and go-live blocking concerns.
Brown & BrownIT Coordinator/System Administrator
Jan. 1998 - Dec. 2012Responsible for Help Desk, System Administration and IT Management of 7 offices with 120 employees. Maintaining routers, computers, servers and firewalls. Reviewed backup jobs and delivered to location offsite. Managed third party IT vendors and contracts. Handled all hardware and software purchasing decisions. Managed system integrations, data extractions. Coordinated all IT projects and created annual IT budgets for all sites. Accountable for creation of all Visio LAN Topologies for the sites. Managed Sox implementation, as well as, quarterly and annual reporting to corporate office.
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