Karl Johnson, Mba, Pmp Email & Phone Number

Middlebury, Vermont, United States

Middlebury, Vt

Manage Manager of Consulting Services, Manager of Support Services, Editorial Manager, and QC Staff. Optimize implementation efficiency thus shorting time requirements with human resources and leveraging existing staff to its highest capacity.Increase customer satisfaction through enhanced delivery services, better documentation, better educated clients, more client education opportunities and a collaborative effort of delivery crossing for partners and peers.Create, implement and maintain system for delivery and implementation activities.Oversee the development and coordinate work with affiliates and office staff to provide effective training to clients prior to and during implementation as well as ongoing periodic refresher type training to clients for Company products.Provide product knowledge training to staff as needed to insure a positive client experience when interacting with staff.SaaS Systems:Coordinate directly with VP of Internal Networks and Systems to maintain and improve the public ASP system environment. Scope, conduct , and provide GAP analysis of annual DR tests. Evaluate, assess and recommend potential system needs and requirements associated with growth opportunities. Oversee the use of documentation staff.Insure that documentation and training materials are available prior to general releaseConduct and manage QC objective utilizing resources from within the supporting staff teams. Create and implement QA PlanCreate and implement Training planCreate & implement a Documentation planManage software & documentation releasesInterface and coordinate with product developmentInterface with and train client services and implementationsManage client product training effortsInsure compliance with SDLC for the release of applications Coordinate release activities. Direct Oversight for L1 and L2 support teams, testing and SaaS systems utilizing teams as efficiently as possible to meet organizational goals.

Coordinate programming activities for Professional Services and Custom programming request. Maintain Quality Control department for software ensuring best possible software for clients. Ensure documentation of software is properly created and maintained. Create statements of work for new business and programming requests. Work with third party integrations managing process to ensure all parties are satisfied and product specifications meet needs. Cultivate and encourage partnerships with clients and third party vendors to increase software integration. Product export in client use and functionality assisting Client Support as tier 2 and 3 support as necessary communicating with Programming on issues and resolutions ensuring desired outcomes for clients and peers.

In charge of coordination and implementation of software solutions at client sites. Also in charge of professional service completion. SOW (Service of Work) Creation and Project completion. Train clients both on technical and non-technical aspects of software across all product lines.

Account management.

Mba, Business

Ba, Technical Sales