John Glidden Email & Phone Number

Business analysis and implementation of Healthcare transactions.• Create requirements, user stories and associated artifacts using Agile & Waterfall methodologies. • Recent projects included Health Information Exchange (HIE) and Essential Health Benefits (EHB) for the Health Care Reform regulations.• Develop and execute trading partner testing and user acceptance testing (UAT).• Authored and maintained customer facing Companion Guides.• Maintain close working relationships with various internal resources.• Host training & reviews for trading partners and providers.

Manage IT implementations and data analysis for medical claims clearinghouse.• Requirements gathering & analysis to create test environments, logic pages and test scripts for the implementation or modification of electronic healthcare claims.• Demand Manager responsibilities to monitor and distribute bug fix and enhancement requests.• Created FTE forecasting model based on analysis of headcount and performance measures.• Created workflow documentation and implementation process checklists.• Managed Business Intelligence projects to build and maintain reports.• SAP/Business Objects Universe design and maintenance for our issue resolution system.

Managed processes and reporting for teams in the Nashville technical support call center.• Analyzed metric data for Dell technical support call center processes and procedures targeting call handle time, escalations and improved customer satisfaction. • Assembled cross-functional teams and used Business Process Improvement methods.• Presented weekly business reports to senior management and hosted weekly manager metrics meetings. • Assisted in the transition from a consumer support call center to a fee-based business customer technical support center. • Completed Six Sigma Green Belt training and implemented a project to improve headcount attrition.

Managed special projects, reporting and operations support to the Customer Advocacy team.• Provided ongoing support structure needs analysis resulting in updated procedures, new support documents, training, feature requests, bug fixes and field notices.• Coordinated a major project aimed at reducing the cost burden of customer support teams.• Provided weekly and quarterly reports of key data using business intelligence software.• Performed headcount and volume forecast analysis resulting in changes to team structure.• Administered Cisco.com technical support web pages.• Edited and authored new software and hardware troubleshooting documents.

Built and managed a Technical Assistance Center that became a highly efficient organization.• Recruited and managed all support personnel for the customer call center team that consistently exceeded customer satisfaction goals.• Coordinated the transition from a single start-up team at Cerent Corporation to a global support structure after being acquired by Cisco Systems.• Chartered a Tier 2 support team for escalations and highly complex problem resolution.• Developed and delivered the customer facing product training programs.• Participated in SDLC meetings representing Customer Technical Support.

Senior Application Engineer: Member of a Technical Marketing team responsible for software and hardware products in a pre-sales and post-sales support role.• Authored white papers, application notes and technical bulletins that were used as marketing collateral and as technical support resources to assist customers. • Performed feasibility studies and test plans that helped customers design their networks.Project Engineer: Member of Systems Integration Group responsible for coordinating special customer projects. • Coordinated, engineered, procured and installed lab and field trials for new telecommunications products and configurations to drive new sales opportunities.• Authored and performed project and test plans for product trials at customer field locations.