Ed Doherty Email & Phone Number

Bolingbrook, Il, Us

Addison, Illinois, Us

Addison, Illinois, Us

Technical Support / Customer Support Manager Provide technical support to customer, electricians and installers concerning the medical lights that are installed in doctors offices, hospitals, veterinary clinics and hospitals across the US, Canada and International. Recently was project manager for the implementation of of ERP system, Oracle NetSuite, project was brought in on time, was able to receive, process, ship and invoice orders on the first day and each day since. Currently working on automating order processing, by introducing fully enhanced and integrated EDI processes.

While facilitating post-acquisition integration, continued to direct technical customer service profit center providing 24-hour software/hardware support for automated pharmacy equipment. Supported retail, hospital, mail order, and long-term care pharmacies across US and Canada. (See service center leadership details in prior job section). Post-acquisition staff integration & training:• Integrated existing Canadian customer support engineers into existing US call center. • Coordinated cross-training of US representatives on FDA regulations for new product line• Created training plan to onboard Canadian IT and support engineers from new co. to support US products.Post-acquisition process development, customer satisfaction, compliance & cost control:• Reviewed processes between 2 support centers and implemented changes to improve customer response time. • Re-developed metrics to determine effectiveness of changes; revealed customer inbound answer time reduced from over 5 minutes to less than 1 minute. • Designed, programmed and implemented new phone queues to support customer VIP program.• Reduced redundant escalations, set customer expectations and enhanced customer experience by helping bridge gaps between US/Canada and departments supporting new/existing customers.• Updated/created documentation to comply with FDA guidelines.• Worked with vendor to implement new features to Avaya phone system, including callback and email.• Reduced department operational budget by $50,000 in 2016.

Conshohocken, Pa, Us

Directed technical customer service profit center providing 24 hour software/hardware support for automated pharmacy equipment used by retail, hospital, mail order and long-term care pharmacies across US and Canada. Led 4 supervisors of 45 service engineers, in house and remote. Profit center revenue growth: • Worked with Inside Sales to develop and implement process for proactive customer contract renewal. Promoted service-contract sales by providing ROI metrics demonstrating customer savings.• Created new revenue stream with directive to bill customers without service contracts who called in for tech support; maintained customer friendly culture with free “quick fix”.Process improvement & customer satisfaction:• Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service. Average results 4.5/5 for 2 years.• Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.• Mitigated all escalated customer issues.• Held scheduled conf calls with VIP customers to review system operation.• Championed process improvements, reduced errors in consumable ordering by 90%.• Completed Six Sigma process improvement training, received Green Belt cert.Operational improvements & cost control:• Developed and adhered to depart budget of $15M.• Coordinated cross-functional team to support customers’ end of life computers.• Partnered with field service manager to improve field service from 3rd party vendor. • Monitored service levels, call volumes and schedules; took action to ensure customer satisfaction, cost control, and efficiency. HR / staffing:• Strengthened service development program by integrating strong mentoring / coaching elements into new employee training.• Set requirements for internal training department to develop programs for on boarding new employees.• Responsible for all HR issues.

Us

Plan, organize, direct and control specific short-term and long-term plans of five (5) departments. Establish objectives and procedures governing the performance of the activities for each individual department.Prepare, monitor and maintain annual operating budgets. Directed the expansion of the ground-based network resulting in 20% growth.Managed reliability improvement projects regarding GTE Airfone’s network.Review network system performance against operating standards and objectives.

Washington, Dc, Us

• Supervised team of 15 sailors to maintain communication and microwave equipment. • Maintained various communication and radar electronic equipment.• Served on USS Reeves home port Pearl Harbor HI and US Naval Communication Station in Puerto Rico.