Gregory Morton Jr. Email & Phone Number

- Work with other Medidata departments to meet service goals and achieve service level agreements (SLAs).- Work with technical support team to ensure full understanding of client requirements and needs per market segment.- Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues- Perform regular analysis of support issues to help determine and improve a customer’ssatisfaction status- Perform monthly trending to identify process improvements within Medidata or the customer/partner.- Provide reports to management and customers as necessary and to fulfill any contractual obligations- Coordinate support resources for escalated issues, working in partnership with Tier 1 Helpdesk, Technical Support, Professional Services, and/or Product Development/Delivery teams- Participate, as needed, in the development of product documentation, User Manuals, Training Presentations, Exercises, Quick Reference Guides and Other Support Materials- Maintain client specific data in appropriate Tracking Systems or reporting systems.- Documents customer information and recurring technical issues to support product quality programs and product development

- Work with other Medidata departments to meet service goals and achieve service level agreements (SLAs).- Work with technical support team to ensure full understanding of client requirements and needs per market segment.- Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues- Perform regular analysis of support issues to help determine and improve a customer’ssatisfaction status- Monitor customer satisfaction and net promoter score to ensure company goals are met and create action plan if score is trending downwards- Perform monthly trending to identify process improvements within Medidata or the customer/partner.- Provide reports to management and customers as necessary and to fulfill any contractual obligations- Identify, document, research and resolve service and product issues, questions, and concerns in a timely manner- Coordinate support resources for escalated issues, working in partnership with Tier 1 Helpdesk, Technical Support, Professional Services, and/or Product Development/Delivery teams- Inform and instruct key contacts, as appropriate, on new products, features and best practices- Participate, as needed, in the development of product documentation, User Manuals, Training Presentations, Exercises, Quick Reference Guides and Other Support Materials- Maintain client specific data in appropriate Tracking Systems or reporting systems.- Documents customer information and recurring technical issues to support product quality programs and product development

Conshohoken, Pa

-Work with a team of analyst who use a variety of technical, problem solving and collaborative skills to analyze, troubleshoot and debug escalated technical issues related to Medidata CTMS. -Create and Review data correction SQL scripts to fix product defects or user errors(MySQL DB).-Create product defect documentation with suggested fixes, workarounds (if one exist), and communicate this information to the clients and Product for prioritization.-Document and provide training for new hires and provide new functionality and refresher training for Tier I, Tier II and Tier III. -Interview Technical Support applicants (Tier II and Tier III) to determine if technical skill requirements are met.-Analyze and improve issue handling workflow processes and cross department communication. -Communicate complex technical issues to non-technical personnel, both internal and external. -Troubleshoot technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Conshohocken, Pa

-Work with a team of analyst who use a variety of technical, problem solving and collaborative skills to analyze, troubleshoot and debug escalated technical issues related to Medidata CTMS. -Create data correction SQL scripts to fix product defects or user errors(MySQL DB).-Create product defect documentation with suggested fixes, workarounds (if one exist), and communicate this information to the clients and Product for prioritization.-Document and provide training for new hires and provide new functionality and refresher training for Tier I, Tier II and Tier III. -Interview Technical Support applicants (Tier II and Tier III) to determine if technical skill requirements are met.-Communicate complex technical issues to non-technical personnel, both internal and external. -Troubleshoot technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Conshohocken, Pa

-Work with a team of analyst who use a variety of technical, problem solving and collaborative skills to analyze, troubleshoot and debug escalated technical issues related to Medidata CTMS. -Communicate complex technical issues to non-technical personnel, both internal and external. -Troubleshoot technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Boston, Massachusetts

Analyzed client issues and effectively derived solutions to software issues in a timely fashion. Performed routine software updates on client servers. Performed software installation for new clients. Performed Beta testing on new software versions. Provided Technical Support for application specific issues.