Brian Cope Email & Phone Number

Clermont, FL, US

Orlando, US

Responsible for the delivery of IT services, project delivery & procurement in the Central Florida Division providing market IT leadership to the acute care facilities in the region and the corresponding physician practices & ambulatory locations. Reporting to the Regional CIO of Central Florida leading multiple site managers and their teams in an.

Orlando, US

• Through technical leadership and interpersonal skills work with a diverse team responsible for managing the consumer computing issues in support of a complex and dynamically changing Healthcare environment in excess of.
• Oversee the successful operations and IT support for 7 Hospitals, 8 off-site ED’s, and multiple acute support locations throughout Central Florida.
• Fostering a team of 6 Leaders and 39 Technical Professionals in an environment necessary to support strategic project implementation, automate process, reduce expenditures, improve workflow, and technology.
• Responsible for the development of project plans for the implementation of hardware, software and supporting technologies.
• Oversee and ensure the departmental resources are properly trained and prepared to support a diverse environment.
• Coordinate with vendors involved in providing consumer activities when appropriate.

Jacksonville, Florida, US

• Accountability for executing the agile capability development within the Florida Blue Network Operations team. This work includes business support, identifying requirements, enhancements and uncovering defects for the.
• Manage day to day operations, budget, forecast, spend, milestones and implementations.
• Oversee Product Owners and Analysts responsible for the delivery of critical system deployments, UAT and training.
• Develop staff to lead with intention. Providing them with the tools and support to create impactful “Why” statements and end state vision of deliverables.
• Prepare for the transformation and deployment of provider data systems improving accessibility of correlating provider records, tools and data points.

Philadelphia, PA, US

• Responsibilities included comprehensive management of the Net Promoter System deployment initiatives to all organizational teams while overseeing the strategic direction for regional operations and development of.
• Project management for deployment of Net Promoter System that certified 2 regions across 6 states while facilitating CX cultural changes for 600 leaders and 2000+ front line employees 2 months ahead of timeline.
• Managed cultural evolution by empowering leaders to increase employee engagement, driving NPS customer scores up by +11 points year over year.
• Utilized customer-reported analytic opportunities and success to enable leadership engagement with employees.
• Created and facilitated monthly presentations for executive level leaders’ organizations.

Philadelphia, PA, US

• Led employees utilizing change management skills through numerous acquisitions, realignments, and organizationaladjustments. Prioritized customer journeys and experiences for employees at all levels. Served and managed.
• Managed critical reporting processes, technology support and new facility builds including regional executive offices and 900 seat call centers. Supported the growth and engagement of multiple direct reports in a.
• YoY end user support customer satisfaction score of 98.73%, average of 3,500 tickets with MTTR at 8.82 hours.
• Produced cost savings annually through projects aimed at optimizing software automation, mobile warehousing,CX digital initiatives, server data consolidation and desktop deployment automated solutions.
• Successful in managing technology challenges while having a wide vision to see future initiative opportunities.

Philadelphia, PA, US

• Coordinated realignment of IT department to synergize corporate culture with the changing business landscape. Aligned standards and practices to integrate with deployment of new call center. Cultivated and nurtured.
• Developed innovative enterprise level systems to seamlessly automate deployment of operating systems and software while minimizing downtime.
• Managed the collaborative relationships and annual contracts for multiple vendors including Dell, Canon and HP
• Established KPI metrics for direct reports and SLA benchmarks for all related customer service and support.
• Headed divisional support operations for acquisition and merger activities centered on technology on-boarding and user info for Adelphia Cable and Susquehanna Communication deals.

Philadelphia, PA, US

• Reconciled IT standards, processes, and work practices across disparate area organizations. Created successful help desk,end user support, telecom, and network teams. Developed and refined best practices for.
• Implemented user support ticketing system to aid employees in the process of issue resolution reporting.
• Instituted security standards ensuring protection of company and customer information.
• Initiated team cultivation to streamline integrated vs. segregated customer experience support methods.

Master'S Degree, Information Technology Management

Business Administration And Management, General

Certification, Mcp, Msca, Mcse, Ccna

Education record