Project Manager Customer Support

GREGORY CROSBY

**** ******* ***** ***, ************* Ga 30043 · 404-***-****

adx3gu@r.postjobfree.com

I have over 28 years of Customer Support, Project and Implementation Management experience with over 13 years at the senior manager/director level. I am seeking a position where I can use my experience of creating and combining diverse groups into effective, efficient and happy teams. My teams have always met and exceeded all timelines, client and corporate expectations. I look forward to new challenges and continued success with new teams and organizations. EXPERIENCE

MAY 2020 – JUNE 2023

CUSTOMER SUPPORT MANAGER, AGFA HEALTHCARE

• Managed Tier1 and Tier 2 global support teams during migration of legacy PACS system to new Enterprise Imaging SaaS based PACS system.

• Worked with project and sales teams on implementation, upgrade and migration projects.

• Coached and mentored 2 new global Team Leaders resulting in management responsibilities.

• Managed staffing and training of hybrid global support team to provide support for both legacy and new SaaS based PACS systems resulting in balanced support teams during case volume shift for legacy to new PACS system.

• Successfully managed support teams through several senior leadership and direction changes while maintaining all support KPI’s and SLA’s.

• Created and maintained KPI / SLA Dashboards for inter team and senior leadership reporting.

• Participated in monthly global townhall presentation of current KPI / SLA and Hybrid program.

• Managed multiple support escalations providing communication channels between the customer analyst and leadership, multiple Agfa teams and leadership. Provided Post Incident reviews for each escalation with root cause analysis. MAY 2006 – NOVEMBER 2019

SR TECHNICAL SUPPORT MANAGER / DIRECTOR, ALLSCRIPTS

• Direct management responsibilities for Interoperability Support team supporting integration between third party vendors and 11 Allscripts product or modules.

• Managed multiple global support teams providing Application, Technical and Community support for clinical, financial, registration and community integration systems. 2

• Managed multiple global Support Managers and their teams for financial, registration and community integration support. Each manager and team successfully met all metrics and maintained or improved client satisfaction score.

• Built multiple global support teams, involving hiring the right candidates, mentoring and leading the teams to successful client and corporate outcomes.

• Created support plan for implementation of SaaS based solutions.

• Established and maintain common team procedures across all reporting teams. This has ensured consistent reporting and processes across all teams resulting in measurable improvements in metrics and identifying areas for improvement in team and individual performance.

• Successfully established a new Community Integration Support team to support integration with dB Motion. This included production positioning and pricing for license and support maintenance.

• Provided guidance, support and coaching to promote Community Team Lead to Management position.

• Manage and coordinate all escalations between Support, Development, Services, Project Management, Hosting, 3rd Party Vendors and clients. This is to drive efficient, quick, and complete resolution of incidents. Establish Integration team process to provide root cause for all incidents to clients either verbally, in case comments or RCA documents. This was done prior to ITIL process or other support teams.

• Work with Sales, Professional Services, Development Teams, Solutions Management, and Account Management on product roadmap strategies and support ability for new releases and features.

• Direct responsibility for staffing levels and recruitment requirements for all reporting teams. This involves coordination with managers directly reporting to me and co- managers from our India teams. I have successfully maintained optimal staffing levels to support our clients and products.

• Conduct weekly 1 on 1 meetings with direct reports, and along with bi-weekly or monthly organizational meetings. This ensures all team members receive complete, accurate and timely information and have multiple forums to provide their suggestions, ideas and questions.

• I have created and maintain a motivational work environment which has resulted in very low employee turnover. Team members work extremely well together, with other departments and clients. Employees that had to leave the company for family reasons have returned to work on my team when their personal situation changed.

• I have successfully worked with global support to improve processes for internal onboarding, training and employee retention. Additionally, worked with international support teams on process improvements between support, development, services and sales.

• Created a global team that fosters knowledge transfer and professional growth. Team members knowledge is shared and grows around the globe developing Subject Matter Experts in all countries and teams.

• Participated with Sunrise Directors in setting all support goal yearly goals and strategic plans for past 8 years.

• Participated in creating current Sunrise support job requirements for Platinum and below positions.

3

DECEMBER 2005 – MAY 2006

PROJECT MANAGER (ATHENS REGIONAL MEDICAL CENTER), NEOS TECHNOLOGIES LLC

• Provided full time on-site project management support at Athens Regional Medical Center for the implementation of Eclipsys Sunrise 4.0 Order Entry and Uni-directional Pharmacy Interface.

• Responsible for management of all project timelines, analytics, financial management, communication for all departments and vendor teams.

• Developed activation plan, rollout schedule, and analyst / end user support requirements.

• Set project timelines and activation milestones. Tracked and reported progress for hospital management.

• Coordinated issue resolution and enhancement requests with applicable software vendors.

• Facilitated the process, logistics, and resources for integrated testing of SCM 4.0 Order Entry and Pharmacy Medication CPOE projects. This included issue resolution and vendor client liaisons.

• Assisted Database Administrator with testing and installation plans for Eclipsys Application Service Pack and Hotfix installations.

• Provided report writing support for all SCM generated reports. This includes new report requests and existing reports and requisition support. MAY 2001 – NOVEMBER 2005

SENIOR SYSTEM ADMINISTRATOR, ORLANDO REGIONAL MEDICAL CENTER

• Supervise a team of 9 clinical analysts supporting 6000+ customers across 7 healthcare Facilities.

• Perform SQL System Administrative duties for production, training, testing and development environments.

• Develop and maintained SQL database maintenance and backup plans.

• Installed all application service pack updates and hotfixes.

• Installed and maintained Sunrise Application components on all Applicable Desktop, Windows Terminal Server (WTS) and Citrix Servers.

• Provided application support and assistance with Microsoft Sequel Server (MSSQL) maintenance in clustered and non-clustered environments.

• Provided expertise and assisted the Interface HUB team with interface design for new application interfaces and enhancements problem solving on the existing Sunrise XA, E7000 ADT, Order and Results interfaces.

• Enhanced the Application Support Scripts for Response Center’s use in providing a faster and more comprehensive support request process.

• Provided on-going Database Administrator and Program Analyst responsibilities for mainframe Eclipsys E7000 application.

• Supervised implementation project plan and end user training for migration from E7000 to Sunrise EHR.

MAY 1998 – MAY 2001

4

BUSINESS APPLICATIONS MANAGER OUTSOURCING GROUP, ECLIPSYS / ALLSCRIPTS

• Managed the Information Technology Staff of 17 direct reports for Halifax Hospital. Teams included Business Applications (patient accounting, general accounting, and payroll), Clinical Applications (e7000, Meditech Laboratory), Integration Group

(OpenHub, eGate 3.6).

• Member of the hospitals Clinical Users and Business Enterprise Councils. Provided weekly reports on current projects and service request status. Prioritized future service requests and projects.

• Coordinated communication between 3000+ Clinical and Business system customers across 2 facilities with Information Services staff and multiple software vendors.

• Responsible for development and implementation of Application Support Scripts for customer support representatives use in providing faster and more comprehensive support request process.

• Restructured Information Services organizational structure to improve customer support outcomes.

• Worked directly with several physician groups on developing the Healthcare Systems Physician Order Entry (POE) Strategy.

• Responsible for Project Management for all business, clinical, and integration projects including analytics, decision making, financial management, consultant coordination and multiple departments, vendor, senior management, end user communication.

• Developed overall I.T. Strategic Plan for the Healthcare’s Systems 5-year Plan.

• Assumed coding responsibilities for e7000 service requests including matrix, RFT, table and file coding assignments.

JAN 1989 – MAY 1998

SENIOR APPLICATION ADVISOR / PAD IMPLEMENTATION CONSULTANT, TDS / ALLSCRIPTS

• Managed TDS 4000 to e7000 conversion group of 4 analysts.

• Assisted Research/Development, Marketing and Implementation departments on TDS 4000 to e7000 migration plan and marketing strategy. Participated in final stages of migration code testing.

• Provided Implementation Consulting Support for at least 10 clients at a time. Including multiple on-site visits.

• Assisted Sales and Marketing in RFP process and product demonstration to clients

• Provided application coding support to multiple TDS 4000 and e7000 clients.

• 4-time Implementation Consultant of the Year award winner. EDUCATION

Certified Support Manager - 2013

Lean Six Sigma Yellow Belt - 2014

ESI International (Project Leadership, Management and Communications) 2000 -2001)

(Managing Information Technology Projects)

5

Rollins College (Supervisory Leadership) 2001

Arizona Western College (Computer Science, Programming) 1985 -1988 Eastern Carolina University (Business Administration) 1977 - 1982 SKILLS

• Certified Support Manager (CSM)

• Lean Six Sigma Yellow Belt

• ITIL (Information Technology Infrastructure

Library)

• Salesforce

• Service Now

• Power BI

• SQL Database Administrator

• Project Manager

• Agile and MS Safe Methodology Project

Management

• Microsoft Office (Excel, Word, Power Point,

Outlook, OneDrive, OneNote, SharePoint,

Microsoft Teams)

• Microsoft Project

• SaaS Support

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