Manager Management
Resume:
Jonathan Mathew
Snellville, GA 30039
Phone: 404-***-****
***********@*******.***
APPLICATION SUPPORT MANAGER
Demonstrated success as a customer focused Application Support Manager with a leading software vendor.
With over 6 years of IT experience, managed functional teams of skilled tier 1 – tier 3 analysts who supported
the company’s core application suites in a 24x7 environment. Worked to ensure maximum uptime for
mission critical applications in the customer’s environments. Maintained an attrition rate of less than 5% for
customers and employees. Expertly gathered, analyzed, and defined business and functional requirements.
Created relevant metrics, trend charts, and other decision making tools using knowledge of T SQL and SQL
Server. Directed data modeling and process mapping initiatives. Oversaw design/re engineering of business
processes, workflows, and technology solutions for internal and external customers.
PROFESSIONAL EXPERIENCE
Vertafore, Inc. – Conyers, GA 2010 to Present
PRODUCT SUPPORT MANAGER
Provided leadership to the organization’s Application Support division, supporting over 600 clients nationwide. Managed
large scale enterprise migration projects, systems conversions, and performance monitoring of applications/systems.
Collaborated in the creation of long range technical direction and capacity plans.
KEY RESULTS:
Spearheaded strategy, budgeting, and staffing plans for three product groups within the organization and built teams to
support new products.
Supervised a team of 24 individuals with 12 direct reports that served as an escalation point for complex issues, assist
with sales and professional service requests, and worked with Product Management\Development on defects and
enhancements.
Kept employee attrition to less than 5% through proactive employee engagement and coaching. A collaborative and
empowering environment with consistent communication and feedback utilized in this regard.
Led company’s new CRM implementation, of Oracle CRM on demand and CCA system, through the Requirements
Gathering and Implementation phases. This lead to standardized processes that drove costs down while delivering a
unified experience for the customer base from different areas of the organization.
Gathered and assessed needs from internal business units; created custom solutions to resolve issues (e.g., ad hoc
reports, custom applications and revised process workflows).
Researched, identified, and analyzed overall business performance for support operations.
Worked closely with Technology and Operations Call Center team to identify needed investments to automate key
analytical functions.
Developed standardized metrics and dashboard analytics to evaluate departmental trends and workforce management
by analyzing large date sets utilizing knowledge of SQL and T SQL.
Developed and managed project to realign personal and processes to improve operational efficiencies by creating a
new support model that would be create repeatable and scalable processes. Improved efficiency by 40% while driving
costs down by 60%.
Vertafore, Inc. – Conyers, GA 2007 to 2010
PRODUCT SUPPORT ANALYST
Provided analysis/design, scripting, and testing of company’s proprietary content management software suite for the
insurance industry. Assisted clients with configuration and troubleshooting issues that utilized working knowledge of
Windows OS, VBScript, T SQL, and SQL Server Administration in a 24x7 environment.
KEY RESULTS:
Maintained high customer satisfaction ratings with both internal and external customers.
Partnered with several of the firm’s largest customers on mission critical applications. Provided guidance and solutions
during project planning and day to day operations.
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Identified operational inefficiencies and supplied solutions to management. Responded to performance gaps by
creating custom applications outside of business hours.
Utilized knowledge of various programming languages and concepts to partner with customers as a solutions provider.
Palmetto General Hospital – Miami, Fl 2007
Assistant Risk Manager (part time/concurrent with college studies)
Reviewed patient medical records for accuracy and prepared records for release to authorized parties using Horizon Patient
Folder software. Organized chart holding facilities and assisted in training staff members. Supported the Director of Risk
Management on various projects involving: safety protocols for employees, incident reports, litigation preparation,
compliance with HIPPA and JCAHO laws, metrics reporting.
KEY RESULTS:
Reduced incomplete file count by spearheading a project to procure outstanding documentation.
Demonstrated quick aptitude and delivered accurate work ahead of schedule.
Achieved promotion in the Risk Management office within one month of hire.
EDUCATION
Nova Southeastern university– Fort
Lauderdale, Fl
Masters of Science in Management Information Systems (MMIS), 2011
Florida International Univesity– Miami, Fl
Bachelor of Science in Health Information Administration (BHA), 2007
TECHNOLOGY SUMMARY
Applications: Horizon Patient Folder, Microsoft SQL Server, Microsoft SQL Management Studio, Lotus Notes,
IIS, FileMon, SQLMon, Norton Ghost, Microsoft Project, Microsoft Visual Studio, Microsoft Visio,
AltiGen, WebEx, Macromedia Dreamweaver, Microsoft SharePoint, Microsoft Office
Environments: Windows, VMware, Citrix, Terminal Server
Languages: C, C++, JavaScript, SQL, PL/SQL, VB, Ruby, Ruby on Rails, XML, HTML, PHP
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