Evan Sasson Email & Phone Number

Philadelphia, PA, US

• Accountable for engagement success, managing a portfolio of projects in the Enterprise Solutions group. Acts as the central hub between the Client, Development teams, and Sales to provide continuity from SOW through.
• Primary domestic conduit between Global Development teams and clients during the initial phase after acquisition of the team.
• Lead multiple projects for custom integration, migration, and automation projects
• Manage the financial health of engagements from budgeting through invoicing
• Presales and Post sales sales assistance in RFP response, pricing, and implementation
• Practice Development- Mentored coworkers in increasing skillsets, collaborated on weekly sessions highlighting processes and best practice, built templates for use across the practice, developed reporting in SalesForce.

Greater Philadelphia Area

• Direct an outward-facing client operations team managing the HealthIT systems of 12 hospitals that have their clinical and financial solutions hosted by Cerner. Oversee each client’s environments and their.
• Worked with executive level and senior leadership to evaluate client roadmaps to ensure application and technology upgrades were effectively planned and delivered on-time to help health networks achieve their strategic.
• Drove system availability through coordination of maintenance events to reduce planned downtime.
• Developed collaborative partnerships across functional and technical organizations resulting in quick issue resolution for clients and the implementation of changes to make operational processes more efficient.
• Partnered in an organizational restructuring, redistributing client assignments across the division and reducing headcount by 10%.

Greater Philadelphia Area

• Directed a global team of 80+ analysts taking 40-50k calls per month in support of over 40 hospitals.
• Built and maintained executive level business relationships with outsourced customers, prospects and corporate leadership.
• Marketed the value proposition of the Help Desk to both internal and external customers.
• Routinely pushed resolution to inter-company, complex problems within multi-departmental and cross functional areas.
• Increased First Level Resolution by over 5% through increased training, proactive datamining, and collaboration with other teams to increase the knowledge level of the Service Center.
• Streamlined onboarding and training of analysts by almost 50% to be productive on phones.

• Owned and managed key customer and executive-level relationships through interaction within various levels of the customer IT organization.
• Served as the single point of contact for monthly service reporting, trend analysis, root cause analysis, planning and delivery of new business initiatives and service change requests.
• Served as a Transition Manager (i.e., Project Manager) or Delivery Manager for successful ownership and management of the transformation process when new services or new customers are brought on board.
• Supported the customer’s business strategy including planned technology upgrades, rollouts and knowledge of the customer’s budget cycles.
• Evaluated Call Center Consulting tools and processes.
• Assisted customer with call and cost reduction planning through trend analysis reporting, training and technology recommendations within the Service Desk team and other IT teams.

Philadelphia, Pennsylvania, United States

• Service Delivery Manager at Morgan Lewis BockiusHeaded the 24x7 Service Desk, receiving 6,500-8,000 contacts per month for over 3,000 clients. Managed 20 staff, including performance management and evaluations.
• Maintained excellent service levels including 80% first touch closure, 85% calls answered under a minute, 3% abandon rate over a minute.
• Produced monthly metrics presentation for regional directors and deputy CIO, including ACD and CMS data showing performance trending over time, analyzing those trends, and making process changes where possible to.
• Monitored analyst compliance to Help Desk procedures with regards to customer service and Quality Assurance.
• Assessed changes in workload and evaluate impact to service levels to make necessary adjustments to each analyst’s schedule
• Reworked procedures and documentation to redefine service level definitions and escalation paths.

New York, NY

• Help Desk Manager at the Fire Department of New YorkManaged the IT Help Desk for headquarters and hundreds of remote units including over 3,000 clients with 5 analysts.
• Reworked procedures and documentation to redefine service level definitions and escalation paths.
• Implemented BMC Magic (Service Desk Express) from v. 6.x to 9.
• Implemented business rules to facilitate service delivery throughout the bureau.
• Part of the change management advisory board assigned to implement and integrate processes within the Magic application
• Increased same day closure from 46% to 79% through partnership with other teams for knowledge transfer and elevated privileges.