Customer Service Quality Assurance

JIM FISHKIN

***** ****** ****** ***** 954-***-**** / 954-***-****

Charlotte, NC 28277 abncvt@r.postjobfree.com

PROFESSIONAL PROFILE

A hands-on IT Management professional particularly strong in Application

Development and Project Management for enterprise software. Blending

business with technology, I understand client needs and gets things done.

Saved every company $500,000 or more in the first year.

Entrepreneurial spirit demonstrated by taking a company from startup to IPO

and successfully restructuring failing IT Operations at three growing

companies. Considered as process oriented, a strong communicator and

strong decision maker.

KEY SKILLS

Strategic planning Strong budgeting and finance

Commercial software experience Quality assurance

Program management Business process management

Lifecycle development process (BPM)

(SDLC) Customer focused

Premier, Charlotte, NC 2008 - 2010

Leading Group Purchasing and Healthcare Informatics organization

Senior Director of Product Development

Led Projects and Development as the installed base grew from 25 to 250

hospitals in 2 years.

. Expanded the infrastructure to handle 2 million HL-7 transactions per day

with designs for 10 million transactions per day in a Software as a

Service (SaaS) model.

. Brought on with the project schedule behind by 4 months and caught up in

8 months. Led redesign of a new user interface while managing existing

client base. Implemented government mandated forms for NHSN electronic

submission.

. Directed SafetySurveillor product the first year saving $600,000 in

contractor costs. Was also given Operations Advisor to supervise the

following year.

. Implemented consistency and standards for report development, working to

reduce 300 reports to 50. Installed project tracking methodology and

release planning, handled 2000 requests, and provided Operations with

product visibility they never had.

. Converted team to Agile / Lean development methodology.

Omnicomm, Ft. Lauderdale, FL 2006 - 2008

Software vendor for pharmaceutical clinical trials (EDC).

Vice President of Development and Projects

Directed development, project management, and technical service teams.

. Implemented company wide process enhancements, reducing time to market

from 47 to 36 days. Increased enhancement response time to customers by

300%. Dropped error rate for programming by 400%. Succeeded where 3

prior hires failed.

. Revamped Study Development, Project Management, and Help Desk to

streamline costs and save over $500,000. Initiated metric tracking and

created 3 week, 3 month, and 3 year plans.

. Developed PMO office and methodology for the company, processing over 500

projects and changes. Reviewed all new development and enhancement

projects.

. Delivered double the development workload with only 35% more staff.

Created streamlined methodology for next software version to reduce time

to market an additional 10 days.

. Standardized multiple lab interfaces to one standard format. Modified

version control process to reduce load errors 250%. Initiated

development team mentoring program.

JIM FISHKIN Page Two

VITAS Hospice Care, Miami, FL 2004 - 2006

World's largest hospice provider, with 8,000 employees worldwide.

Director, Application Development

Led initiatives in C# to redevelop the core line of business software.

. Led 60+ person development effort with offsite contractors with

responsibility for completion, financial analysis, and budget planning.

Renegotiated vendor rates and modified the resource mix, to generate

savings of over $2 million.

. Aligned IT initiatives with company goals by identifying three critical

roadblocks in two key projects which shifted company's focus. Designed

Sarbanes-Oxley compliance.

. Changed software standards to enhance user satisfaction and update GUI

feel. Established performance metrics, project tracking, and a quality

process discipline to improve user requirements and reduce programming

error. Reduced failed folder errors by 800%

. Began data warehouse initiative and reduced reports to be completed from

over 5000 to 300. Managed changes through acquisition of four

businesses. Led the Peoplesoft team.

Systech, Inc., Darien, IL 2000 - 2003

Enterprise-wide software vendor.

Vice President, Development and Customer Service

Recruited to lead the turnaround of this struggling software vendor.

. Initiated project management and development processes to reduce errors

by 50% and increase productivity by 25%. Directed finance department to

reduce receivables by 50%. These changes coupled with customer service

initiatives had Systech profitable in two years.

. Tripled product line offerings. Generated web enabled prototypes for

remote customer integration. Consolidated multiple vendor interfaces

into a handful of standard tools.

. Developed a large, complex software release to one group of clients while

revamping the shared core product. Reevaluated priorities and resources

to deliver both projects on-time and with high client acceptance,

avoiding significant contract penalties.

. Established new procedures to address client requests, reclaiming lost

revenue and reducing software changes by 50%. Initiated cross-training

programs to save over $100,000.

. Drove object-oriented development efforts and client focus groups for all

business and financial systems. Led initiatives to develop data

warehouse / executive information systems.

Datex-Ohmeda, Madison, WI 1998 - 2000

$650MM leading manufacturer of anesthesia devices. Formerly known as Ohio

Medical.

Development and Validation Manager

Responsible for managing projects, development, and quality for a $22M MFG

Pro system

. Directed the cutover and transition of $22 million dollar MFG/Pro ERP

system. Re-designed processes to address issues with supply chain

management and technical service support.

. Established procedures for project tracking and prioritization. Led

sales initiatives for sales force automation, Goldmine for inside sales,

and sales commissions. Served as chief contact and analyst for all

customer requests.

. Identified reclamation of $500,000 in phone costs.

JIM FISHKIN Page Three

MMI/Banfield, Portland, OR 1995 - 1998

First nationwide chain of veterinarians, distributed primarily through

PetSmart.

National MIS Director

Responsible for product development, quality assurance, operations

infrastructure, and help desk

. Recruited to address issues with the enterprise custom clinic software,

which was causing veterinarians to leave the business. Established

project management systems, development methodologies, and reorganized

help desk systems. Reduced errors six-fold, to help grow the company

from 40 to 200 hospitals in three years with increased doctor retention

rates.

. Installed full application development lifecycle including establishment

of programming standards, project estimation/specifications, beta

releases, and version control.

. Drove the completion of a highly complex and profitable project which was

delayed for 18 months. The project, scheduled to take nine months, was

completed in five months.

. Established the Quality Assurance department and the Help Desk department

from ground-up. This increased customer satisfaction and reduced

customer errors over 600%.

. Expanded corporate servers to support projected business volumes and

implemented a disaster recovery plan. Modified hardware support plan to

reduce shipping costs and increase client response time. Consolidated

nationwide phone costs to save $650,000.

Citation/HMDS, Madison, WI 1982 - 1995

Enterprise Revenue Cycle software vendor for healthcare. Joined

organization as its second employee. Entrepreneurial venture experiencing

rapid growth from 2 to 250 employees and IPO.

Director, Application Development and Projects (1990 - 1995)

. Led two redevelopment efforts onto new platforms while maintaining

clients on the current version. First product to market 10 times.

. Created medical software targeted for hospitals 250 beds or less,

clinics, and nursing homes. Key concentration on revenue cycle claims

submission and reimbursement. My expertise centered on this plus

electronic medical records and reimbursement / case mix.

. Directed over 100 enterprise wide conversions with associated interfaces

from prior systems to HMDS systems, as well as associated changes in

business flow.

. Active in sales demonstrations and healthcare committees. Multiple

speaking engagements as an industry reimbursement expert. Initial HL7

committee member.

. Modules included registration, order entry billing with Medicare and

Medicaid electronic claim submission, electronic medical records,

reimbursement, logging, MDS, and collections.

. Created financial software including executive information system,

payroll, benefits, cafeteria plan management, inventory, payables,

general ledger, and ad hoc reporting tool.

Manager (1987 - 1990)

. Led client focus groups to define new products, providing greater client

satisfaction and more accurate deliverables. Managed development

initiatives spanning multiple departments.

. Established policies on software package implementation, including

project timelines for the client and vendor, specific cutover and backup

plans, and training schedules.

. Negotiated delivery dates and directly managed all client requests.

Established procedures to standardize response for client requests

including pricing, formal specifications, and balancing delivery dates

against development priorities.

. Built and established customer service and installation departments from

ground-up. Coached managers with installations, first and second level

support, and technical service.

JIM FISHKIN Page Four

Lead Programmer (1982 - 1987)

. Designed and programmed microKostpak software for Ernst & Whinney. Every

healthcare consultant used this software to complete and submit the final

HCFA filing to the government.

. Developed process and software to track all calls from the help desk with

routing prioritization through development and QA.

EDUCATION

Bachelor of Business Administration - University of Wisconsin - Madison,

WI, 1981

Major / Concentration: Information Systems, Business Management, and

Production Operations

TECHNOLOGIES MANAGED

Languages: Java, Flex, VisualStudio.NET, C#, Delphi, Javascript,

Peoplecode, C++, C, Visual Basic, HTML, Lotus Notes, Visual FoxPro,

Progress, Biztalk, FoxPro, PowerBuilder, CLARION, Paradox, METAFILE,

Reporting Services, Crystal Reports, ASP, XMLC, Jasper Reports

Systems: Peoplesoft, MFG/Pro, Vertex, Solomon, ADP, Ceridian, Goldmine,

ACT, QuickBooks

Tools: MS Office Suite, MS Project, Visual SourceSafe, Magic, PVCS, Star

Team, TrackGear, JIRA, Confluence, SharePoint, Subversion, WebMethods,

Databases: SQL Server, Sybase, Progress, Interbase, BTRIEVE, ORACLE,

Access, MySQL

Environments: Windows XP/NT, UNIX, Client Server, HP3000, Linux

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