Doug Gilliland Email & Phone Number

Manage a diverse range of products and lead two dynamic software support teams and specialists, delivering world-class service to our valued clients in specialty-specific EMR and Practice Management solutions. Excel at building and leading high-performing teams while cultivating a collaborative and innovative environment. Promote a culture where team members feel empowered to thrive both individually and as a unified group. Drive continuous quality and process improvement initiatives to enhance the customer journey and the support organization. Achieve significant successes in optimizing workflows and enhancing user experiences, consistently surpassing expectations.

Tampa/St. Petersburg, Florida Area

Serve, inspire, and empower our amazing product support team, which provides exceptional service to our healthcare, specialty-focused EMR, and Practice Management providers in Ophthalmology, Plastic Surgery, Dermatology, and Orthopedics.

Temple Terrace, Fl

• Recognized as a leader for demonstrating the ability to successfully manage and implement projects to achieve high results.• Drove continuous improvement as an essential member of the Verizon IT Merger and Acquisition Team. Instituted a method to measure success and led the implementation of critical changes that transformed the onboarding process and increased customer satisfaction in multiple key areas. • A senior member of the IT Governance and COE (Center of Excellence) team. Analyzed areas of opportunity, enforced Enterprise accountability and established a clear vision to help numerous teams improve results.• Pioneered and managed an extensive VOC (Voice of the Customer) program. Improved applications, tools, processes and services for numerous business units. • Optimized KPI, improved SLAs and decreased end-user response time by collaborating with management and key stakeholders to identify and employ multiple solutions for Verizon support teams and service desks. • Spearheaded the development of a new offshore quality team. Established processes and procedures and trained, coached personnel specific to customer escalations, survey research, data analytics/reporting and performing technical audits. Created a method for benchmarking results to establish consistency.• Strengthened customer relationships through analysis and customer advocacy implementing improvements across multiple platforms. • Survey administrator and escalation advocate for all customers issues ensuring complex issues were resolved• Managed the product backlog using Jira to implement and grow/ improve our capabilities across multiple platforms.• Worked with end-users, product owners, support and development teams to improve/increase automation initiatives and grow Verizon’s ServiceNow, self-help knowledge base.• Verizon Certified ScrumMaster.

Temple Terrace, Fl

• Supervised 20-25 Tier 1 and 2 Service Desk Technicians supporting Verizon employees as well as many external commercial customer accounts.• Guided employees to achieve a high level of performance and fostered growth through mentoring, career development and conducting mid-year and end of year performance appraisals for direct reports. • Managed departments contractor program of 100 plus. Responsible for interviewing personnel and working with 3rd party contracting agencies on performance, disciplinary matters and contract to hire opportunities.• Encouraged continuous improvement, ownership and empower/inspire the team to lead themselves.• Ensured customer escalations were resolved and reviewed the root cause to improve processes.• The team consistently exceeded department performance metrics while maintaining high customer service levels.• Developed programs to increase recognition and ways to make the job fun.

• Managed new product support roll-ins and application updates for Verizon and multiple commercial accounts. • Oversaw Verizon’s support efforts for the conversion from Lotus Notes to Microsoft Outlook. Worked with the development team and multiple support groups to assure a smooth transition for customers.• Led and managed multiple projects internally and for our commercial clients that required Verizon’s Service Desk support. • Support liaison for multiple stakeholder groups. • Technical writer/knowledge author. Created and maintained how-to documentation for end-users and technical documentation for support.• Helped lead the outsourcing of commercial work to ensure a successful transition. • ISO 9001 Auditor.

Temple Terrace, Fl

• Transitioned Help Desk from FSG in Atlanta to GTE/Verizon in Tampa.• Trained and led an entirely new staff of 15-20 technicians and re-established all aspects of the operations under the new team with zero downtime.• Maintained and managed a high level of support exceeding expectations.• Transitioned to a larger role in the organization helping oversee multiple accounts.• Assisted technicians with all IT troubleshooting issues for Verizon and 15 plus Commercial Accounts.• Escalation point for upset customers or unresolvable issues.• Worked with other support groups to maintain and resolve issues.• Performed several management projects and duties to include coaching, mentoring and auditing.

Norcross, Ga

• Hired as a Supervisor, quickly promoted to Manager responsible for 17-24 technicians supporting all aspects of IT Support. • Mentored and coached highly skilled staff and created a strong cross-functional team.• Full hire, fire, scheduling and performance appraisal responsibilities.• Maintained departments budget.• Successfully created a business case to formulate a Tier2 position and implemented 5 of them. •Created and maintained the technical knowledge base.

Decatur, Ga

• Hired as a Help Desk Technician working several commercial accounts. Quickly recognized and promoted to a Tier 2 Technician, then the Tier2 Technical Lead, then Account Lead and finally Supervisor managing 15 to 20 highly motivated employees.

• Managed, administered and maintained computer systems, applications, printers and copiers.• Maintained and repaired all communication devices in military vehicles and in the field. • Combat Veteran deployed to Southwest Asia

Professional Certificate In Essential Principles Of Agile Management, A

Essential Principles of Agile Management is an 8-week course that introduces you to the key doctrines, roles, and terminology of an Agile.

Verizon Certified Scrummaster Agile Methodology

Education record

This program provides learners with the skillset needed to ensure a consistent service quality across channels that is in line.

Pursued Bachelors Degree, Computer Information Systems