Account Management for multiple strategic clients (large hospitals). Managing a team of 20 analysts; mentoring and assisting in ways that can help further improvement in the overall personal and organizational progress

1. Being a Product SME working on issues reported by client day in and day out. Able to handle escalations.2. Ensuring team members meet both project and operational tasks.3. Defining and Analyzing end user requirements for customization work.4. Manage service requests for the team; makes assignments and monitors completion; monitor compliance with practices and SLA measures.5. Lead team compliance with processes related to service, including incident, change and problem management, service communications and project status communications.6. Handle incoming customer calls and cases for Allscripts Sunrise Application.7. Provides client assistance promptly and accurately to ensure client satisfaction by using proper departmental procedures for call control, problem resolution, reporting and escalation.8. Conduct troubleshooting at customer site if necessary.9. Use product specific diagnostic tools and techniques to resolve customer issues.10. Replicate issues, document results and present issue resolution to customers. Work with Product Development Teams to troubleshoot software.

Implementing, training, troubleshoot problems, migration issues, network issues, configuration issues, environment issue, database problems, documentation and testing etc.

Implementing, training, troubleshoot problems, migration issues, configuration issues, environment issues, database problems, documentation and testing.