Joe Shoemaker Email & Phone Number

Philadelphia, Pa, Us

Ardmore, Pennsylvania, United States

Greater Philadelphia Area

Operate variety high-definition cameras while filming from multiple camera positions within Talen Energy Stadium.

Greater Philadelphia Area

• Provide game day technical support for home and visiting NFL team personnel using the DVSport and Microsoft StillShot software program. • Execute full setup and breakdown of all equipment during pre and post game. Includes server, application, and hardware setup.• Provide pregame, in-game, and postgame technical support and consultation to team staff, coaches, and players.• Manage a team of four support technicians.

United States

Comprehend, the leader in Clinical Intelligence solutions, is focused on accelerating treatments to patients. Comprehend's suite of cloud-based SAAS applications provide clinical operations, data management and medical review teams with the critical insights and automation they need to improve the speed, safety and quality of their clinical trials. • Managed and addressed incoming support requests from Comprehend clients that resulted in exceeding customer satisfaction benchmarks.• Identified and resolved complex issues regarding data quality, data ingestion, SQL coding, mappings, and application issues meeting and exceeding SLA expectations.• Worked in partnership with the platform team to monitor and address infrastructure and stability issues ensuring a seamless customer experience in our cloud-based SAAS environment.• Published knowledge base articles addressing common user questions and contributed to product documentation that enhanced our internal and external user experience.• Worked with Product Managers and Engineering to ensure customer concerns are heard and prioritized in a timely fashion.• Worked closely with Customer Success during all phases of customer engagement to maximize customer satisfaction and promote our Comprehend usage.• Routinely resolved complex issues utilizing services like DBVisualizer(PostgreSQL), Github, Mesos, DataDog, and HDFS.• Experienced working with Google G Suite, Slack, TargetProcess, Salesforce, Box.

Philadelphia, Pennsylvania

• Lead consultant for on-going system administration and maintenance services for Amtrak Police Department's InPursuit WebRMS record management software. • Managed all technical support, installation, and configuration of Hexagon's WebRMS public safety software suite for Amtrak Police Department across the entire country.• Responsible for requirements gathering within diverse user groups and stakeholders.• Provided on-going system development, administration, and maintenance services in partnership with our development and engineering teams.• Coordinated with IT Application Development and public safety teams as it relates to development, testing, and root cause analysis to ensure we exceeded customer satisfaction.

Greater Philadelphia Area

Operate variety high-definition cameras while filming from multiple camera positions within Citizen's Bank Park. Proud contributor to MLB's best in stadium production team.

Horsham, Pa

• Responsible for implementation, configuration, support, and maintenance of Connexin Software’s EHR and EPM client-server and cloud-based software applications.• Manage a team of technical support analysts and provide technical consultation to application support teams.• Upon arrival I identified a need for implementation, support, and account maintenance process management. I deployed new guidelines and standards to improve the support and implementation team’s performance resulting in each department surpassing company and client expectations and SLA’s.• Lead small and large scale new and existing client software installations.• Perform server migrations for new and existing small and large-scale clients.• Manage and lead client-server performance cases by analyzing database performance and metrics that includes hardware and network related performance analysis.• Execute Firebird and SQL database implementation, maintenance, and analysis. Includes backup and restore management, job management, performance tuning, script execution, and troubleshooting.• Execute software upgrades and updates in client-server and SAAS environments.• Provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with company protocols as well as maintaining a positive, problem-solving approach.

• Responsible for efficient and accurate delivery of technical support services for NextGen Healthcare by analyzing and independently identifying often complex problems within the software, a client's database, and operating system.• Analyzed, identified, and resolved database and network performance issues related to NextGen Healthcare environments by utilizing tools including, SQL query analyzer, SQL profiler, Performance Monitor, and Process Monitor.• Managed and own my client support ticket queue by executing support calls and WebEx remote connections to diagnose and take the appropriate course of action critical to the operation of the software or system. Routinely performed software upgrades, installations, and hot fixes.• Ensured PC and server operating systems are updated to meet NextGen software requirements through quality assurance reviews and updates.

Greater Pittsburgh Area

• Accomplished in implementation, customer service, issue resolution, and services related to DVSport’s video-editing and game data analysis software resulting in 100% support and maintenance renewal.• Successfully supported clients by troubleshooting software, hardware, OS (Windows XP), network, SQL, and TCP/IP configuration issues.• Supported clients by executing on-site visits, phone support, and remote services including LogMeIn.com and VPN.• Lead small and large-scale software, hardware, and network installation projects.• Delivered individual and group on-site, phone, and remote training on DVSport’s software applications.• Managed many of DVSport’s leading accounts including the Dallas Cowboys, Rutgers University, University of Connecticut, University of Maryland, Big East Conference, the U.S. Naval Academy, and Princeton University. • Cultivated intimate relationships with clients to identify sales opportunities, which resulted in exceeding revenue expectations for my region.• Consistently improved internal business processes to create DVSport team efficiencies.

• Managed customer catalogs, which included SKU management in relationship to fulfillment.• Facilitated communication between internal and external business partners.• Developed tools to help teams better manage large custom catalogs.• Managed and deployed promotions for key retail customers such as Bed Bath & Beyond, Kate Spade and Kenneth Cole.

Greater Philadelphia Area

• Coordinated and maintained strong business relationships with customers that include HBO, ESPN, FOX, ABC, CBS, NBC, CNN, and many other domestic and international networks and production companies by discussing production goals and then providing superior customer service, consultation, and results.• Developed and maintained professional relationships with NFL players, coaches, and executives to ensure customer satisfaction and the prompt completion and success of each project.• Key contributor to earning $9,000,000 in annual revenue for the Media Services Department of NFL Films by having expertise knowledge of the services and products we provide and then consulting clients on how NFL Films will satisfy their professional needs.• Contributed in developing and producing commercial spots for key NFL corporate sponsors (including Coors Light, GMC, Burger King, Gatorade, and EA Sports)• Co-Produced the NFL’s Satellite News Service for every regular and post season feed, including every Super Bowl from 2000 to 2004 and the 2003 Pro Bowl. • Worked in partnership with management in executing the managerial and administrative duties required to run an efficient and successful department.• Assisted in managing and training new and existing employees in departmental operations and policies.

NFL Europe was an American football league which operated in Europe from 1991 until 2007, backed by the National Football League (NFL), the largest professional American football league in the United States.• Hired as an assistant video coordinator and promoted two times within two years.• Managed all video coordinators, video operations, and logistics for all NFL Europe League teams throughout Europe and the United States while coordinating all aspects of team video support as a League Video Coordinator.