James Tucker Email & Phone Number

Powell, TN

Knoxville, Tennessee Area

• Responsible for carrier development and leadership of 16 direct reports in Tennessee, Mississippi, and Louisiana.
• Management of high-profile customer relationships and escalations in the Gulf Coast/TN region for Patient Care Infrastructure (PCI)/Telemetry, Anesthesia, and Invasive/Diagnostic Cardiology.
• Responsible for meeting OPs and driving metrics within the region including PMs, corrective repairs, FMIs, and overtime management.
• Built strong cross-functional relationships with sales, project management, and other service and operational teams.
• Responsible for training and EHS policies for team members in the Gulf Coast/TN region.

Knoxville, Tennessee Area

• Responsible for design and implementation of features and improvements to the Opera software package.
• Worked with Indian, Canadian, and US teams to deliver on time and high quality software releases using Agile software methodology.
• Technology and development stack included: Microsoft Visual Studio,.NET, SQL Server Data Analysis Services, SQL Server PL/SQL, Javascript/HTML/CSS, JBOSS middle tier, Crystal Reports, Windows Client & Server products.

Knoxville, Tennessee Area

• Responsible for driving the efficiency and effectiveness of any and all HCA and FMI projects initiated by the Customer Care Center of Excellent with a particular focus on aligning the services providing value of both.
• Act as the primary contact to for status of FMI Coordinator tasks, assignment of technical resources to FMIs required, and managing related FMI activities.
• Develop and maintain the FMI Coordinator processes, procedures, metrics and operating mechanisms, including FMI skill matrix for applicable FMI activities ensuring that all Support teams are aware of the requires.
• Execute on and monitor the effectiveness of FMI Coordinator process and responsible for making recommendations for improvement
• Provide, develop and maintain Project Plans for all assigned activities
• Produce management information, including QPRS, KPIs and reports

Knoxville, Tennessee Area

• Managed team of 14 advanced support engineers based within the United States for the Centricity Cardiology products (DMS/CCI/CCW).
• Responsible for scheduling, overtime management, personnel management, budgeting, reporting out to senior leadership, service surveys, and maintaining customer relationships.
• Work closely with product and engineering team to assure proper resource allocation and focus on customer issues and service needs.
• Built and maintained relationships within the larger support organization, service teams, sales, product and engineering teams to effectively manage customer satisfaction

Knoxville, Tennessee Area

• Managed team of 15 advanced support, install, and upgrade engineers based within the United States for the Centricity Perioperative and Perinatal products (CPA, CPM, CPN).
• Responsible for financial planning and management of team budget including salaries, travel, hardware/software expenditures, bonuses, and training. Had to decrease cost and improve efficiency to improve operating.

Knoxville, TN

• Management of team of 25 support engineers for the Centricity Perioperative products.Responsibilities:
• Hot customer and issue management for the install base for Centricity Perioperative
• Attend site visits, regional and national user group conferences to build customer relationships with both end users and executive management
• Manage KLAS and Medallia relationship surveys
• Develop, interpret, and create actions around a core set of metrics to measure effectiveness of the Periop team
• Build and maintain relationships within the larger support organization, ITPS team, Sales, product and engineering teams to effectively manage customer satisfaction

Knoxville, Tennessee Area

• Managed engineering team based in North America and India consisting of 18 development engineers and 11 testing engineers.Responsibilities:
• Define and prioritized program objectives, critical success factors, and deliverables for the team. Responsible for on-time delivery of products within budget to customers in US, Australia, and Canada
• Management of develop of program lifecycle from design until retirement
• Work with key customers to solicit product feedback and lead cross-functional teams to drive customer support.
• Collaborated with cross-functional areas outside of engineering on development processes.
• Work closely with Marketing and Sales teams in the development of strategic roadmap and product planning.

Knoxville, Tennessee Area

• Development and Technical lead for team of 13 engineers within the U.S., Canada, and India for the Centricity Perioperative Manager product.Responsibilities:
• Technical lead for engineering and testing team for the product including platform/technology decisions, allocation of resources, and delivery of high quality/on-time feature sets.
• Coordinate with Upstream/Down Stream Marketing, Engineering, Technical Support, Software Validation, and Business Leadership Teams to develop specifications and design requirements for future products and enhancements
• Responsible for all Quality Management System (QMS) engineering documentation development and delivery including requirements, risk assessments, technical documentation, and NPI checklists.
• Development Languages: C# with.NET, HTML, CSS, Javascript, Java, Delphi, Visual Basic, PL/SQL
• Platforms: Windows Server, AIX Unix, VMWare ESXi, VMWare Workstation, Windows Desktop clients, JBOSS, Oracle Weblogic, Microsoft SQL Server, Oracle Database (on Windows & AIX)

Powell, TN

Powell, TN

Powell, TN

Organizational Management, Business Management

Computer Science Technology, Computer Science

Education record