Jesse Touchton Email & Phone Number

Atlanta Metropolitan Area

Atlanta Metropolitan Area

• Same position as with M*Modal before the merge:Provided Level 3 (L3) Support for Fluency for Imaging (FFI), a front-end speech recognition application for hospital radiology departments. Served as Customer / Level 2.
• Guaranteed customer satisfaction by achieving promise of system 99.8% “up time” as a team and voted #1 in KLAS for Speech Recognition: Front-end Imaging for 2023, 2022, and 2020 from KLAS Research.
• Ensured timely issue resolution by communicating between customers, L2 Support, and FFI development team.
• Created and published 200+ Technical Bulletins and 300+ Notice of Field Changes for FFI product, helping to limit system issues and down-time and communicate system release fixes.
• Provided SME for recognition issues and “Feedback” tickets submitted and worked with various tools, improving and / or eliminating recognition issues reducing tickets to development.
• Trained L2 Support team members to successfully diagnose recognition issues resulting in fewer escalated tickets to L3 Support.

Atlanta, Georgia, United States

• Provided Level 3 (L3) Support for Fluency for Imaging (FFI), a front-end speech recognition application for hospital radiology departments. Served as Customer / Level 2 (L2), support as well as team technical writer.
• Guaranteed customer satisfaction by achieving promise of system 99.8% “up time” as a team and voted #1 in KLAS for Speech Recognition: Front-end Imaging for 2023, 2022, and 2020 from KLAS Research.
• Ensured timely issue resolution by communicating between customers, L2 Support, and FFI development team.
• Created and published 200+ Technical Bulletins and 300+ Notice of Field Changes for FFI product, helping to limit system issues and down-time and communicate system release fixes.
• Provided SME for recognition issues and “Feedback” tickets submitted and worked with various tools, improving and / or eliminating recognition issues reducing tickets to development.
• Trained L2 Support team members to successfully diagnose recognition issues resulting in fewer escalated tickets to L3 Support.

Atlanta, Georgia, United States

• Moved from L2 Technical Support to L3 Support for SpeechQ for Radiology, a front-end speech recognition application used in Radiology departments within hospitals. Preformed as team technical writer and managed all.
• Directed communication between development, L2 Support, and customers, optimizing customer success.
• Created all Technical Bulletins and Notice of Field Change documents, enhancing field tech support and maintenance of customer systems, reducing down-time.
• Performed testing and evaluation of all Hot Fixes and Service Packs released, ensuring customer satisfaction.
• Assisted Product Development and Product Management teams with new product requirements and project risk assessment, taking part in bug reviews, requirement reviews, use case reviews, and user and technical.
• Expanded market reach by facilitating and configuring all demonstration systems used in several national trade shows such as HIMSS and RSNA, aiding show success.

Atlanta, Georgia, United States

• Team lead for Atlanta based operations ensuring quality of web-based airline booking tool.
• Network / IT administration of all QA test beds being utilized in the QA lab.
• Support for QA team members in setup, installation and maintenance of test bed hardware and software.
• Create, evaluate, and execute manual test plans and scripts.
• Create, maintain, and execute automated test scripts using Mercury Interactive‘s QuickTest Professional.
• Work closely, and communicate effectively with engineering during the development to help ensure product quality.

Atlanta, Georgia, United States

• Preformed as team lead for all the testing and QA for assigned projects and managed/directed others members on other projects not directly assigned.
• Create, evaluate, execute and maintain manual test plans and scripts.
• Communicate effectively with Product Development to ensure quality and shorten the Product to Market process using experience and acquired domain knowledge.
• Identify, troubleshoot and report product defects using appropriate defect tracking tools.
• Set-up, direct and/or coordinate Beta site installation and support.
• Management of defect resolution by working closely with the product developers.

Atlanta, Georgia, United States

• Developed all classroom curriculums. Taught in classroom environment. Installed, maintained, and updated classroom systems.
• Develop, assemble and write all class curriculums, including technical student notebooks, overheads, presentations, exams, lab exercises, and reference material for assigned courses.
• Conduct training classes for Customer Service Representatives from around the world for assigned courses.
• Set-up and install all hardware and software for assigned course classrooms.
• Interface with engineering, support, and documentation departments to obtain technical knowledge necessary to maintain a technical expertise in assigned products.

Education record

Education record