David Sugg Email & Phone Number

Houston, Texas Area

-Understand PrimeroEdge software as it relates to our customers and industry. -Lead a team of Subject Matter Experts (SMEs) on all software modules within our suite of products. -Stay abreast of industry and software changes. -Lead regression testing on Back Office modules in new releases before the release is finalized-Review relevant cases, emails, and phone calls to offer positive reinforcement -Manage Customer Care SLAs to ensure that customer expectations exceeded. -Provide clear direction to Team Leads and Customer Care Specialists. -Improvise, think creatively and find the solution when it may not be clear. -Develop and execute a plan with the help of Team Leads to educate internal team members-Oversee daily aspects of business operations -Engage in special projects to support the success of our team and our customers. -Constantly learn and grow your leadership skill set. -Discover opportunities and implement process improvements. -Assist customers with other PrimeroEdge modules during peak times and as-needed. -Remove roadblocks that impede team or customer success. -Coordinate assistance with other teams as needed. -Create and Maintain Team member work schedules -Provide one-on-one coaching to Team Leads and Customer Care Specialists. -Perform annual reviews with all team members. -Participate in hiring process for new team members-Oversee and maintain the freshdesk ticketing system used by the whole company for incident/request tickets-Oversee and maintain the forum used for idea/request from customers-Help setup onboarding process for new employees-Leading and scheduling of deployment of new software to 80 or more customers-Oversee RingCentral phone setup for department-Oversee RingCentral phone queues -Use of Jira software for ticket creation and escalation-Leading a UAT testing team on new software

Houston, Tx

-Use of PrimeroEdge software solutions for Child Nutrition for K-12 school districts-Lead weekly team meetings on upcoming changes and current issues with software-Team Lead for case management of cases in CRM -Team Lead for escalation of cases to level 2 and developers-Lead weekly feedback and training for level 1 support -Lead beta testing on upcoming releases to determine possible issues or errors -Phone and email support with direct customer contact-Team Lead for customer request, questions, and problems-Team Lead for monitoring and responding of support email inbox and distribute email as needed-Team lead of case creation and escalation as need to level 2 and developers-Working with level 2 and upper management on process improvements for level 1 support team-Deploying software updates to schools nutritional software website for level 1 support team-Deploying software updates to Point of Sale machines for level 1 support team-Scheduling software updates for Point of Sale Machines for level 1 support team-Scheduling software updates for schools nutritional software website for level 1 support-Updating CRM for company-Modifying views in CRM-Adding new fields in CRM

Houston, Tx

-Use of PrimeroEdge software solutions for Child Nutrition for K-12 school districts-Investigates and resolves computer software and hardware problems of users-Talks to user to learn procedures followed and source of error-Answers questions and apply knowledge of computer software and procedures-Talk with coworkers to research problem and find solution-Perform beta testing on upcoming releases to determine possible issues or errors -Phone and email support with direct customer contact-Follow up with customers to make sure issue was resolved-Constant monitoring and responding of support email inbox and distribute email as needed-Logging incoming/outgoing phone call in Microsoft CRM-Creating cases in Microsoft CRM and notating all relevant information to the case-Using Cisco VPN software to remotely control computers on site-Using Windows Remote Desktop Control to remotely control computers on site-Using Logmein software to remotely control client’s computers-Use of Go To Assist software to remotely control client’s computers-Deploying software updates to schools nutritional software website-Deploying software updates to Point of Sale machines-Scheduling software updates for Point of Sale Machines-Scheduling software updates for schools nutritional software website-Supporting SAAS software for customers

Conroe, Tx

-Supervise 13 employees-Make Schedule-Assist with processing of payroll for direct reports and approving PTO Request-Maintain accurate attendance records for employees-Assist with or performs employee evaluations with input from Director or manager-Participate in all management meetings for patient access-Continually educate ER registration staff of any changes pertinent to their roles-Make changes to department to improve productivity-Handle any patient complaints are resolve issues as reported by ER Patients or staff-Staff and order supplies according to budget guidelines and department needs-Determines staff qualifications and competence-Supervise and maintain effectiveness of patient flow-Assume on-call responsibilities to ensure adequate staffing and problem-solving-Verify and register patients for various areas within the whole hospital-Maintain QA statistics and report results to the Director and manager as needed-Collect Co Pays on ER Patients -Work Various Reports

- Verify and register patients for all levels of service- All registrations and verifications were done by phone. No face to face contact- Use computer software Health Information System to register patients- Use website called Payer Website Logon to verify active insurance coverage- Use Horizon Patient Folder software to pull prior information that was scanned- Facilitate the collection of patient payments - Mentor new employees- Train all new employees- Help employees get outlook setup with rules needed to separate out emails into different folders- Help employees setup network printers by using IP addresses - Coordinate daily objectives as needed - Registered 40 or more patients per day- Print work list in the morning and afternoon and distributed to 4 employees

- Registered patients for all levels of service throughout the hospital face to face - Registered patients with medictech computer software- Collected payments from patients upon discharge - Documented and verified emergency admission information - Provided coaching for new hires and trained all new employees - On call on a rotating basis once a week every three months

Bba, Computer Information System

Activities and Societies: - Deans List - Beta Gamma Sigma International Honor Society of Business GPA: 3.52

Associates, Liberal Arts