John Rose Email & Phone Number

Lexington, Ma, Us

Boston, Massachusetts, Us

In this role I led a small team of engineers to rebuild athenahealth's corporate data network. The team replaced the company's expensive MPLS/VPLS networks with SD-WAN, redesigned and implemented the wireless network, built a new corporate data center, and replaced all core and access layers in athenahealth's 8 offices in the US and India.I also was the technical lead for an RFP and implementation of a new call center platform, NICE, for athenahealth's call centers in the US and offshore. I also was the telecom lead in facilitating the outsourcing of athenahealth's EHR (Clinicals) document transmissions, migrating over 50 million calls to a different platform without downtime or issues.

Boston, Massachusetts, Us

With the promotion to Director at athenahealth I was given an expanded scope of responsibility, taking over the rebuilding of the company's a/v systems in all offices in the US and India, in addition to managing enterprise telephony and call center operations. As athenahealth underwent a company-wide project to eliminate duplicative internal applications, I led the project to replace our PBX with Teams telephony - including the financial analysis of Microsoft voice vs. Direct Routing. I implemented pairs of geographically redundant SBCs in our data centers, and built virtual SIP trunks with Twilio and moved all calling and DID/TFN management to Twilio. To close the feature gap between a PBX and Teams voice, I also built dozens of applications in Twilio Studio so that there was no loss of functionality or customer experience. This period of time also coincided with Covid, so as soon as we finished the installation of new, networked Teams rooms, the offices closed - soon followed by athenahealth's return-to-office program. In this program, my team and I worked with space planners, UX designers, and technology providers to rethink the reason for going to an office, and designed spaces and technologies in our HQ specifically to foster collaboration in-person and with hybrid participants.

Boston, Massachusetts, Us

I was hired at athenahealth in July, 2009, to manage the telecom team, build out the company's first call center, and expand its nascent telephony-related customer products. As the leader of a team of three, I got the opportunity to be involved in all aspects of technical operations and management. I had never been in a data center before, or negotiated terms with billion-dollar companies like AT&T or Avaya. I was given the opportunity to build our systems as I saw fit, and I grew into that level of responsibility and was able to do that for 15 years at athenahealth. At the time athenahealth had 950 employees, had recently gone public, and was a classic growth company. Soon after I started we created a real skills-based call center and it grew to over 300 agents. athenahealth has an EHR business, and there was a need to expand the faxing of documents (yes, faxing!) to and from providers into a scalable, highly available service. I built the infrastructure for this, and managed the telephone components of this service as it grew from a few thousand faxes a month on one carrier to over 30 million calls per month on over 70,000 customer phone numbers. Highly available and redundant design meant that was never an outage of the service. Over time, the unit cost dropped by 80% through carrier negotiations and technical redesigns.There is also a product at athenahealth whereby the medical providers can schedule reminder calls ("Mrs. X, you have an appointment tomorrow at Dr. Y's office; press 1 to reschedule") and send test results. As with the EHR faxing product, I took this from basically a pilot program to a service with over 20 million calls per month, also reducing unit cost at every opportunity.

Boston, Ma, Us

I moved to Boston in the summer of 1998 and got my first job at Fidelity as a temp, answering customer calls about stock prices, how IRAs work, how to deposit stock certificates, etc. I loved the company and working in downtown Boston, and found a job supporting the call centers as a call routing engineer, designing and implementing routing rules for Fidelity's retail business. Over the ten years at Fidelity, I worked in many different areas of the company. I moved from the retail call centers to supporting the PBX platform for all the US offices and branches. I ran a project to build and install phone systems in Hong Kong and Japan. At times I supported the telephony for sales and marketing, for the insurance business, for the charitable gift business. I worked on the trading floors, with specialized BT "turrets" that equity, bond, and fixed income traders used. While all of these roles were related to telephony, the experience at Fidelity prepared me for my later career as I moved away from telecom-specific responsibilities. I learned how to work with customers, vendors, and cross-functional technology teams. I learned how to build DR plans, and execute those tests. I learned how to spot billing errors in thousand-plus-page invoices, and how to win back those charges. I learned how to design processes efficiently, that could be scaled as the company grew. I learned how to manage products and projects. At times I learned how to deal with failure, and mistakes, and how to react to those problems maturely and with a view to avoiding them in the future. Great place to work.