Jim Wilcox Email and Phone Number

Provide support the sales and operations teams by managing process and data within Salesforce.

I use my years of experience and expertise to help guide organization with technology planning and decision making relating to communication and workflow. Lateral thinking and planning are the strategies I leverage to develop your vision into a successful implementation.

• Improved business processes by leveraging and customizing Salesforce to be the business’s primary CRM/ERP• Designed and developed a custom solution for lead intake forms using JotForm on various landing pages attributing to a 50% increase in leads• Led meetings with Sr. Management to document existing processes and mapped them to workflows in Salesforce• Collaborated directly with organization’s vendors including a remote call center to develop requirements and training materials• Implemented automation increasing resource capacity and doubling employee efficiency by interfacing multiple (COSTS) systems using Mirth interface engine to transform data between JSON, XML and HL7• Developed dashboards and ad-hoc reports (200+) using Tableau for sales and operations to measure various business KPIs• Exceeded conversion goal established for the migration to Salesforce by 50% due to process efficiency improvements • Implemented workflow and technology for an external insurance benefit verification team to validate and verify insurance information stored in Salesforce without requiring licenses for external team

Providing innovating and top-tier IT services to increase business efficiency and productivity.• Grew organization from an idea to a structured organization with 15 employees in less than 2 years• Develop strategies and recruit the correct resources; achieved profit within the first 16 months• Provide support to over 25 businesses totaling over 1500 employees • Follow the ITIL framework to provide customer playbooks with detailed documentation of customer's systems and business process• Continually develop organizational roles and processes to achieve efficiency and effectiveness • Lead selection of internal and client-facing technologies to include in our service catalog• Set goals and objectives at the organizational and department levels to facilitate business needs• Design and develop reports using Power BI to measure business health and identify areas of improvement• Build partnerships with vendors to fulfill customer needs and business objective by negotiating contracts• Facilitate organizational, department and stand-up meetings to provide clear communication across departments

Responsible for overall design, implementation and support of technology and information systems.• Plan, strategize and prioritize complex projects based on the strategic plan of the organization• Encourage the business to think long term and be innovative using collaboration and leading by example • Manage and motivate a technical development team of 4 and an infrastructure team of 5• Promote the highest level of customer service by mentoring, coaching and developing the help desk• Participate in weekly steering committees with executive management to discuss enterprise objectives• Moderate weekly team meetings to discuss department objectives, project statuses, and priorities• Manage vendor relationships, review contracts and identify opportunities for reducing operating costs• Develop new roles and job descriptions to maintain a motivated and productive IT department• Develop and maintain Monthly Business Reports presented to and reviewed by the executive board • Generate and/or assist with business process mappings within IT and other functional departments• Reduced IT budget by reviewing contracts, executing RFPs to vendors and renegotiating contracts• Improve department productivity by restructuring, mentoring, and recruiting high caliber talent• Reduce FTE costs by automating tasks, improving workflow efficiencies and leveraging technology• Promote high level of patient care by always aligning projects with clinical and operational staff• Create, maintain and meet annual 2m budget which aligns with the business needs and strategies• Establish budgets and forecasts, complete P&L worksheets to demonstrate actual spend vs budget

• Managed 3 developers, 2 network administrators and 1 training engineer, a total of 6 direct reports• Weekly meetings with Senior VP of Operations to discuss technical recommendations and solutions• Maintained a high availability environment and support over 550 users across 60 remote locations• Conducted and hosted Gap Analysis meetings to discuss limitations of current technologies and platforms• Managed vendors and consultants on various simultaneous projects for new facilities and development• Collaborated with functional business areas to evaluate workflows and identify areas of improvement • Implemented technologies to improve and monitor network performance (QoS, NetFlow, WireShark)• Researched and Developed new enterprise services and identified positive impact benefits to the business• Maintained multiple virtual server environments and multiple Citrix XenApp application farms• Mentored and encouraged IT team members to evaluate and research new technologieson.• Hosted Weekly meetings with executive management to discuss technical recommendations and solutions• Planed and Managed internal and external 3rd party vendors associated with new facility construction• Worked with functional business managers to identify software and technologies to improve workflow• Set customer service standards (SLA) and monitored completed tickets for internal helpdesk support

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