Jim Kingman Email & Phone Number

Medina, Tn, Us

United States

Collaboration with other business units to establish best in class processes to improve quality and effectiveness of escalations. Daily review of backlog health and enforcement of SLA’s. Coordinated with project teams to ensure readiness status for all deployments into production, including helping to develop a change advisory board to oversee all deployment activities. ▪ Ownership for all helpdesk, incident escalations and application support including Level 3/Level 4▪ Established best practices for issue documentation and handling▪ Clear definition of support levels with role responsibility of each including growth paths▪ Vendor relationship management▪ Implemented team surveys with emphasis on process improvement to customer experiences▪ Staffing review mitigating SPOF with added staff training, reallocation of staff resources

Weston, Massachusetts, United States

Cultivated strong collaborative processes and practices with Engineering and Product teams to ensure proper issue analysis and resolution. Owned the monitoring and development of software releases. Established standardized processes and a mutually defined Service Level Agreement (SLA) with adherence and oversight responsibility. Responsible for reporting performance to Senior VP of Support Service with escalation reporting to C-suite executives.▪ Managed and oversaw timely incident escalations and application support of technical issues on a global scale.▪ Oversaw software development to address software issues reported both externally and internally.▪ Developed the Global Technical Backlog/Incident Management process, defining Issue identity, proper content collection/issue analysis, severity assignment, ownership assignment, severity-driven communications, and tracking using toolsets of Salesforce, Jira and Power BI.▪ Coordinated several international teams for service, escalation, and implementation support, leading to consistent process and response regardless of geographical location.▪ Incorporated continuous improvement into all processes and established feedback loops to properly implement feedback to external teams based on results from no-fault based postmortems and root cause analysis.▪ Built a highly effective team that utilized Salesforce to manage customer-facing interactions and internal escalations; incorporated Jira to maintain issue management and develop standardized documentation for interactions with Development teams.▪ Achieved SLA goals for all service requests with 100% resolution and initial response times within 24 hours of receipt.▪ Inherited implementation support team in Malaysia with challenges of backlog and complications of communication barriers due to English as second language and time zone differences; incorporated team training and implemented streamlined processes for backlog refinements with Jira and Confluence.

Burlington, Massachusetts, United States

Managed Software Development and Quality Assurance team of 150+, overseeing quality control for the revenue cycle suite of products. Emphasized efficiency of process and automation to ensure high efficiency and quick turnaround of all issues. Directed budgetary expenditures and managed KPIs.▪ Directed several mission-critical software development teams within Allscripts' suite of revenue cycle products, including Sunrise Patient Financials, Sunrise Enterprise Scheduling & Registration, Practice Manager, and Sunrise Decision Support.▪ Developed a highly effective Sustained Engineering organization, demonstrating success in improving backlog numbers and backlog health.▪ Managed and directed functional, automation, performance, and technical testing teams and reduced re-testing errors by 16% within nine months by overhauling QA team priorities and processes through continuous improvement cycles.▪ Expedited review of high-impact and substantial risks by prioritizing issues to ensure the design and development of best resolution paths.▪ Delivered on-time critical healthcare regulatory updates at both the federal and state levels, meeting all compliance requirements.▪ Owned System Engineering team with responsibility for overseeing development environments per deployment schedules, ad hoc requests for internal testing, and provision of Internal team support for all deployment issues.▪ Directed development and roll-out of training for the support organization for installations.▪ Delivered application components for analytics and decision support incrementally and remediated problems with older systems to improve customer satisfaction for newly built system utilizing 3-tier architecture.