Brian Hughes Email & Phone Number

Englewood, Co

• Responsible for delivering and facilitating Application and Technical End -User training to Healthcare Clinicians, DBAs, SQL Query Designers/Report Writers related to TriZetto's CareAdvance Enterprise Applications (CAE, TCS, and Content Editor). • Conducts Instructor Led Training (ILT) and Virtual Instructor Led Training (vILT) training programs ensuring training is innovative, engaging and on the cutting edge of training technology;• Collaborate with subject matter experts (SME)… Show more • Responsible for delivering and facilitating Application and Technical End -User training to Healthcare Clinicians, DBAs, SQL Query Designers/Report Writers related to TriZetto's CareAdvance Enterprise Applications (CAE, TCS, and Content Editor). • Conducts Instructor Led Training (ILT) and Virtual Instructor Led Training (vILT) training programs ensuring training is innovative, engaging and on the cutting edge of training technology;• Collaborate with subject matter experts (SME), team members and clients to provide exceptional customer service ensuring accuracy of course materials and relevance to target audience is met; • Supports the Instructional Design team in the curriculum development processes for classroom, virtual, and customized client training materials utilizing the ADDIE methodology; • Assists management in coordinating and developing internal and external training programs and projects; • Responsible for scoping out project and defining efficient work plans for training assignment; • Explains complex technical concepts in easy to understand terms while staying current on technology updates and improvements; • Manage all aspects of the training assignment; including coordination of databases, classroom facilitation, status reports and follow up issues; • Instruct technical end-users; DBAs, SQL Query Designers/Report Writers, on Application Architecture, Design, and SQL Query development for back-end report generation; • Instruct Healthcare Clinicians on the use, features, and functions of CareAdvance Enterprise Application (CAE) and how it integrates with Facets and QNXT Healthcare Claims systems; • Tests and troubleshoots an array of software and hardware problems and tracks issues and ensures they are resolved in a timely manner and escalated as appropriate; • Mentors new Technical Instructors and Consultants; Show less

Lanham, Maryland

• Managed support activities and led a team of 35+ on-shore/off-shore Enterprise Technical Support Specialists, Tiers I – 3, in a 7x24x365 support infrastructure; • Analyzed daily Siebel & Salesforce CRM reports of operational performance, open service requests, reported software bug/defects, escalations, and software enhancement requests, creating Metric Reports to present results to the Senior and Executive Management teams; • Monitored/Reviewed Siebel & Salesforce CRM service… Show more • Managed support activities and led a team of 35+ on-shore/off-shore Enterprise Technical Support Specialists, Tiers I – 3, in a 7x24x365 support infrastructure; • Analyzed daily Siebel & Salesforce CRM reports of operational performance, open service requests, reported software bug/defects, escalations, and software enhancement requests, creating Metric Reports to present results to the Senior and Executive Management teams; • Monitored/Reviewed Siebel & Salesforce CRM service requests assigned to Technical Support Specialist’s for proper follow through and Service Level Agreement (SLA) compliance, ensuring that policies and procedures were being upheld and proper response/resolution times were being met by the Technical Support Specialists;• Planned, coordinated, and led weekly Staff Meetings of on-shore/off-shore Technical Support Specialists focusing on critical/escalated software issues reported to the Technical Support teams, prioritizing software defects by severity to present to Software Engineering and Product/Project Management teams for inclusion in the SDLC and SCRUM;• Planned, coordinated, and led weekly Software Delivery Team meetings with Software Engineering, Product/ Product Management, QA, OS/Platforms Specialists, Technical Writers, Technical Trainers, Customer Communications, and Product Distribution Services teams addressing critical/escalated software issues reported to the Technical Support teams, negotiating timelines for software patch/fix release and work-arounds;• Planned, coordinated, and led “Software Patch, Release, Update, and Enhancement meetings with Customer Communication, Product/Project Management, and Software Engineering teams to create customer-focused communications regarding critical software patches/defects, software release letters, alerts, updates, release changes and enhancements; Show less

Lanham, Maryland

• Responsible for delivering Client, Business Partner, and Internal Application and Technical End -User training programs for Pitney Bowes' Mailing Efficiency, Data Hygiene, GeoSpatial, and Business Intelligence Enterprise Applications;• Designed, developed, and implemented Online Synchronous eLearning courses which increased corporate training revenue by 40%;• Conducted Instructor Led Training (ILT) and Online Synchronous eLearning training programs; • Designed, developed, and… Show more • Responsible for delivering Client, Business Partner, and Internal Application and Technical End -User training programs for Pitney Bowes' Mailing Efficiency, Data Hygiene, GeoSpatial, and Business Intelligence Enterprise Applications;• Designed, developed, and implemented Online Synchronous eLearning courses which increased corporate training revenue by 40%;• Conducted Instructor Led Training (ILT) and Online Synchronous eLearning training programs; • Designed, developed, and maintained ILT and Synchronous eLearning training materials, Instructor Training Guides, training curriculums and lab exercises; • Established departmental policies, procedures, and best practices techniques for ILT and Synchronous eLearning training; • Manage all aspects of the training engagements including; registration, classroom facilitation, training department’s network and website administration, status reporting, and technical resolution follow up; • Served as Subject Matter Experts (SME) for Pitney Bowes' Enterprise Applications to Sales Representatives, Pre-Sales Engineers, and Professional Services Consultants; • Served as a Technical Education Advisor at Industry Trade Shows and Users/Customer Conferences; •Assisted Pre-Sales Engineers performing benchmark testing for new client sales initiatives; •Mentored new Technical Instructors, Technical Support Representatives, Professional Services Consultants and Pre-Sales Engineers; •Implemented SkillSoft’s SkillPort eLearning solution internally which resulted in $75K+ annual savings in the corporate training budget; •Implemented View Central, a web-based self-registration system, which reduced costs, manpower and overhead involved with public seminars and client onsite registrations;•Supporting OS and Programming Languages; Widows/Windows Server, IBM Mainframe, AS400, UNIX (Oracle Solaris, AIX, HP, DG, SCO, SGI); Linux Red Hat, COBOL Programming Language, RPG II/III & SAS Programming Languages, TSO, and MVS/JCL Show less

Lanham, Maryland

• Performed Level I & II technical support in a multi-platform, OS environment, for Pitney Bowes’ Mailing Efficiency, GeoSpatial, and Business Intelligence Enterprise Applications;• Provided exceptional technical support via phone, email, and web service requests to clients and business partners, adhering to the Service Level Agreement (SLA), and logged and monitored incidents in the CRM tracking systems (Siebel & Salesforce)• Researched, analyzed, and performed troubleshooting on… Show more • Performed Level I & II technical support in a multi-platform, OS environment, for Pitney Bowes’ Mailing Efficiency, GeoSpatial, and Business Intelligence Enterprise Applications;• Provided exceptional technical support via phone, email, and web service requests to clients and business partners, adhering to the Service Level Agreement (SLA), and logged and monitored incidents in the CRM tracking systems (Siebel & Salesforce)• Researched, analyzed, and performed troubleshooting on software issues to determine root causes and worked with the Engineering team to identify and validate issue resolution;• Provided assistance with user account management, software installation and upgrades; • Conducted weekly Delivery Team meetings with Engineering, Product and Project Management teams to identify and facilitate escalation and prioritization on application bugs/defects, software patches/work-around, and software enhancements requests;• Managed and published knowledge based articles, FAQs, and best practice techniques for Siebel eService Knowledge Management System; • Mentored and trained new and existing Technical Support Analysts; • Supporting Platforms (OS) and Programming Languages utilized; .NET Applications, Widows/Windows Server, IBM Mainframe, AS400, UNIX (Oracle Solaris, AIX, HP, DG, SCO, SGI); Linux Red Hat, COBOL Programming Language, RPG II/III & SAS Programming Languages, TSO, MVS/JCL, CICS;• Supporting Technologies, and Technical Skills utilized: MS Office, Microsoft Visual Studio (SQL Server, Visual Basic, VB Script, Visual C, C++, C#, Visual J#, JAVA, XML, and HTML), WebEx, LiveMeeting, Siebel CRM, Salesforce CRM. Show less