Technical Support Web Developer

Gerry Kimball

** ****** ******, **********, **, *1890

************@*****.*** 781-***-****

Summary

Experienced performance-driven Technical Services and Support Director with a proven track record of building and leading successful global technical support and services teams that excel in creative problem solving and building data tools that support a “client first” mentality.

Work Experience

Director of Technical Services and Support Jun 2012 – Oct 2022

symplr, Houston, TX

·Efficiently drove down a mindset of continuous improvement for technical support processes and technical services delivery

·Established department goals and led a diverse team to develop process improvements in line with their individual goals

·Presented operational achievements and progress to senior leadership in quarterly business reviews

·Create and analyze KPI’s and general support metrics from various data sources to assess throughput, understand ticket volume trends, and forecast staffing needs

·Detailed, documented, and clearly communicated internal support processes to business unit stakeholders to improve client experiences and ensure cross-functional alignment

·Responsible for the daily management of a global team of 30 technical support engineers that supported over 1200 clients and 8 products

·Successfully formed a strong leadership bench by recruiting, coaching, developing and actively mentoring team members through team building, 1:1 meetings, team meetings, and regularly scheduled performance check-ins

·Assisted in the architecture and creation of production-scale data flow and automation from internal systems to external partners and clients

Manager, Technical Services and Support Apr 2007– May 2012

HealthcareSource, Woburn, MA

·Led a team of 12 Technical Support Engineers and Web Developers who implemented, supported, and customized a full suite of healthcare specific recruitment tools

·Served as a primary point of escalation for client reported technical issues and business unit stakeholders

·Collaborated with product and engineering teams to promote feature adoption, build custom integrations, prioritize any potential backlog based on client feedback and ensure overall success and usage of the product suite

·Built and supported internal utilities to enable non-technical support and implementation teams to complete otherwise technical tasks using various technologies including SSIS, SSRS, ColdFusion, and HTML

·Developed and implemented project specific quality assurance processes to prevent data corruption in highly customized areas of the product

Database/Integration specialist Feb 2005 – Mar 2007

HealthcareSource, Woburn, MA

·Developed SQL queries, stored procedures and scripts to import, export, and clean data

·Created and supported 3rd party integrations using SSIS, XML and JSON

·Implemented custom integrations, adhering to HR Open standards, with 3rd parties using WCF based web services

·Assisted with on-boarding and training of new hires, providing them with domain and other technical knowledge

Web Developer Sept 2001 – Jan 2005

HealthcareSource, Woburn, MA

·Built and supported career sites, job applications, and report using HTML/CSS/ JavaScript, ColdFusion, and SQL for 500+ domestic healthcare facilities

·Provided services for initial website definition, site development, and site deployment

·Coordinated ongoing search engine optimization to generate strong web presence by using Google Analytics, Google Webmaster Tools, and other search engine products

·Provided monthly server support and general website maintenance

Technical Support Engineer Feb 1998 – Aug 2001

SilverStream Software, Billerica, MA

·Provided enterprise level phone, web, and email support for web services product suite clients for a global client base. Worked directly with consultants, development, QA, and end users

·Supported installation and configuration of software with various application servers, operating systems, and databases

·Provided 24x7 support for critical situations

·Worked with internal development and QA teams to test, report, and resolve software defects

Education

Suffolk University, Boston Massachusetts

Bachelor of Science in Business Administration, Major in Computer Information Systems

Clark University, Boston, MA

Certificate of Web Design and Development

Technology Summary

SQL (MS SQL Server, SQL Server Integration Services, SQL Server Reporting Services) ColdFusion, JavaScript, HTML, CSS, JSON, XML, JIRA, Confluence, BitBucket/Git, SalesForce, SharePoint, MS Word, Excel, PowerPoint, Outlook, Access

REFERENCES - Available on Request

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