John Kagan Email & Phone Number

• Leader of Medical Transcription and Coding technology in the US, India, and Australia. Escalated resource for internal and client related IT issues.
• Built technical solutions to increase performance, reduce costs, and provide a competitive advantage
• Worked with 100+ clients to fulfill complex and varied business requirements
• Coached helpdesk resources, IT staff, and client representatives on technical topics
• Interfaced with client systems using HL7 interfaces, SFTP, B2B VPN, and other secure protocols
• Hardened Active Directory using Microsoft Best Practices

• Responsible for production operations of a mission critical, high volume medical transcription environment servicing clients ranging from large hospitals to individual physician practices.
• Managed support, database, and network staff
• Built a secure computing environment with HIPAA compliance (B2B and Client VPNs, email encryption, secure websites) and Business Continuity (system redundancy, data backup, monitoring & alerting)
• Administered an eCommerce environment for client/staff medical records processing and workflow
• Negotiated competitive prices, Service Level Agreements (SLAs) and multi-provider fault toleranceTechnologies: Linux; Microsoft PCs and servers, VMware; IIS; Cisco; Checkpoint; RightFax; PGP; Oracle; SQL Server; Qmail.

Cleveland, OH

• Transitioned the IVR and Web platform from an “entrepreneurial” level to a high-availability, high-performance environment. Hands-on startup work evolved into an IT management role as the company grew.
• Developed IT policies and procedures including change control, maintenance schedules, system documentation, support escalation, on call processes, access control, and new client startup
• Constructed a comprehensive monitoring and alerting system covering the NT systems, Unix servers, web farm, network infrastructure, ISPs, internal applications, and telephony
• Configured redundant, load-balanced telecom environment using multiple LECs and LD providers with SMS-800 level call distribution
• Replaced a vulnerable, trouble-prone network with a secure, high performance environment using Cisco Level 3 switches and PIX firewalls with HSRP, EIGRP, a DMZ, and VPNs
• Migrated production websites from single-point-of-failure individual servers to a firewall protected, HTTP load balanced web farm with multi-homed BGP Internet connections

• Directed Operations (Unix Systems, PC Systems, Telephony, Ticketing Applications, Databases, and Web hosting facilities) at three operation centers and four corporate offices
• Assembled and led a team of IT resources distributed across the country
• Managed growth of IT Operations team from 6 to 20 members, as the company grew from 30 to 850
• Tuned production ticketing environment to support large volume ticketing "on sales" - 200,000 tickets per hour via call center agents, outlets, venue box offices, IVR, and Web
• Assimilated the technical environments of 5 acquisitions / mergers
• Member of team that converted BASS Tickets from Ticketmaster to the Tickets.com system in 3 months, including 110 outlets, 66 venues, and the call center / production facility

Guilford, Connecticut, United States

• Facilitated the transition from a software developer start-up to major ticketing services provider
• Built a 30-station call center with a Meridian PBX, voice and Internet T1s, HP 9000 servers running a proprietary ticketing application, and a Cisco TCP/IP Frame Relay network linking clients and outlets
• Renegotiated telecom billing, and migrated from POTS hunt groups to T1s over DS3 with DNIS
• Expanded from two HP K210s to four HP K570s with high-availability options
• Migrated from dedicated circuits, 9600bps dialup, managed network services) to an integrated and proactively monitored TCP/IP Frame Relay network with analog and ISDN dial backup
• Built new computer room with keycard access, generator/UPS, certified cabling, and independent HVACTechnologies: HP K class servers, HP/UX; Sybase; Lucent, Intuity Audix, CMS; NT 4.0; Cisco switches, routers, PIXs.

Westport, CT

• Led team supporting internally developed financial trading environment in Connecticut, London, and Singapore
• Achieved extreme availability through rigorously managed change control, redundant system design, extensive QA, and integrated monitoringTechnologies: NeXT; Sun Sparc2, Solaris & SunOS, SNM; Sybase; Auspex; Cisco FDDI.

Windsor, CT

• Supported an engineering analysis and CADD environment
• 500 node DEC PCSA office automation environment and 200 node DECnet engineering workstation network
• IBM RS/6000 client/server engineering applications and VAX CADD systemTechnologies: IBM PS2; DEC VAX 11/780; Novell; IBM RS/6000, AIX

Ms, Computer Science, 4.0 Gpa

Bs, Math/Computer Science