JASON BIVINS

*** ******* ***** ******, ** ***** 919-***-**** acsk16@r.postjobfree.com

LinkedIn: https://www.linkedin.com/pub/jason-bivins/58/760/45 EXECUTIVE PROFILE

Experienced technical leader dedicated to delighting customers, and to improving a company’s overall service strategy. A passionate client experience advocate focused on building trust in company/customer relationships leading to long-term loyalty, firm growth, and profitability. Intuitive, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic. EXPERIENCE

2011 to

October 2015

Technical Support Manager, CRM Software (Raleigh, NC)

Oversaw the direction, leadership, and quality of the firm's technical contact center operations while maintaining a reputation of being the FinTech industry standard of customer support.

Directed the technical support team, delivering phone and email support to over 14,000 users with a consistent customer satisfaction rating of 98%

Partnered with the sales team, providing technology consultations and hardware assessments to prospective clients contributing to over 200% growth and a 96% client retention rate during my tenure.

Solidified support relationships with vendors and integration partners including Charles Schwab, TD Ameritrade Institutional, Fidelity, Pershing, and more.

Collaborated with product managers and development teams using Agile methodology, helping to evolve products based on metrics and feedback captured by the technical support team.

Developed and initiated processes to track and report key performance metrics to executive management. Created action plans to improve on KPI’s, including the implementation of Zendesk as a ticketing system.

Spearheaded efforts to create a continuous learning environment using educational technology, performance rewards and individual coaching. 2008 to 2011 Technical Support Representative, CRM Software (Raleigh, NC)

Team lead and second-tier support for all product lines including Junxure and ClientView Live

Support liaison for integration partners, including Schwab, TD and AIG

Internal operations support and process planning

Implementation services and additional training resource for clients

Recruiting, interviewing and mentoring for new team members. 2007 to 2008 Application Delivery Technician, Allscripts (Cary, NC)

Completed major EHR software upgrades that entailed Oracle to SQL migrations along with conversions to a new integration engine using standard HL7 architecture.

Allied with technical teams and executive management to help build a cross departmental and cross disciplinary team for a new product upgrade project.

Acted in concert with development and QA to test and troubleshoot upgrade installers, as well as database issues

Coordinated with Interface implementation specialists to develop the documentation and procedures to standardize HL7 interfaces into one transport method using the new translation engine

2005 to 2007 Technical Support Representative, Allscripts (Cary, NC)

Frontline customer support and training for Healthmatics EMR

HL7 Interface support

Secondary account manager for large or at risk clients

New employee training and mentoring

Completed timely after-hours software installs and upgrades EDUCATION

2002 ECPI University: Network Security

Ongoing Trinet Course: HR Fundamentals

Skillsoft Class: Project Management Basics

Skillsoft Class: Effective Communication Skills

In Progress: MSCA Server 2012

TECHNICAL SKILLS

SQL Server administration and basic query knowledge.

MS Windows Tech savvy, with the ability to quickly learn and apply new software applications to the position.

Sound knowledge of networking including TCP\IP, DNS, Active Directory configuration and troubleshooting

Conversant with Agile development methodology

Major Software/Systems Implementations

Process development and documentation

Able to translate technical language for consumption by non-technical audiences

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