Joseph Cunningham Email & Phone Number

Troy, Ny, Us

New York, United States

Direct Support Operations in troubleshooting software, maintain client satisfaction in product expectation and service level agreement turnaround and deliver client data packages. Maintain software backlog and prioritize with agile methodologies for both Maintenance & Support, Enhancements, Roadmap and Client billable request. Manage client Project Managers to successfully implement and/or upgrade software applications. Manage all client billable tasks & oversee all work through an intake process. Maintain positive relationships with customers as their primary point of contact, assist clients implement services and plan projects effectively, manage contract terms, invoices and address customer issues with speed and efficiency.Enhanced workflow prioritization by creating a single point of entry for all work from all input channels. The Intake process streamlines all work items to be discussed by a committee before work is committed to the overall backlog for prioritization. Increased Client Supports first pass rate on ticket closure by setting up weekly lunch and learn sessions focused on cross training the team. These sessions allowed the team to grow their knowledge base, which allowed us to close cases on a first pass vs. reaching out for assistance from other units. Expanded Client Supports roles & responsibilities by reviewing other units' processes to identify steps that made better sense in the support role vs. Where it resided. I was able to move a total of 8 processes over to our Support team thus freeing up a more senior developer, saving the organization money

Schenectady, New York, United States

Directed a cross-functional team to troubleshoot, monitor, and ensure usability/security of more than a dozen Member Management applications, inbound/outbound vendor interfaces, portals, 278 issues, and HIXNY ADT data for multi-state not-for-profit health plan with 700K+ members. Systematically gathered functional and technical requirements to minimize risk and disruption of operations. Oversaw all interface data and data extract mapping. Supervised creation of all letter templates for Utilization and Case Management. Derived Technical and Business solutions for complex issues. Challenged the team to make a difference and not settle for how things were done but work to change things for the better. Handled all clinical project implementations. Oversaw all Account Relationships with Vendors and Applications. Liaison for internal and external customers across the platform with a focus on relationships and collaborated with all levels of leadership and staff.Leveraged relationship-building to optimize outcomes, including liaising between Business, IT and Vendors to conduct technical testing/QA activities, overseeing client and vendor accounts, actively participated in Scrum team ceremonies, led teams as Product and Technical Product Owner (TPO), managed backlog and strategically prioritized work for Medical Management Division, created Initiatives, features and user stories, de-composed epics, utilized various estimating methods (T-Shirt and Fibonacci), grouped backlog into themes and maintained overall vision/roadmap, coordinated quarterly virtual user group client round table sharing ideas and generating technical insight in product design. Modeled a continuous improvement mindset by collaborating with internal and external customers to identify system issues, perform upgrades, and execute patch cycles; led root cause analysis to implement countermeasures and resolutions. Spearheaded multiple large-scale technology optimization projects

Chico, California, United States

Managed a geographically dispersed team in multiple states and countries. Documented all technical specifications and created client-based process documentation. Coordinated client requests for proposal (RFP/RFI), reports, letters, rules, interfaces, and Java-based code. Managed client request effectively and quickly. Built lasting relationships with customers to establish long term business growth. Negotiated contract terms. Responsible for client implementations. Observing market trends and being the difference for the customer. Facilitated a 30% increase in custom development satisfaction by mentoring and empowering teams to exemplify a culture of routinely challenging the status quo to exceed customer expectations for business solutions. Increased Custom Development sales generation from existing clients by creating standard rule and interface flows and logic, enabling capability to quickly document and implement based on unique client needs and business requirements.

Schenectady, New York, United States

Oversaw technical operations for Health Management applications, including leading a team to develop rules code and testing changes. Managed 24/7 on-call support coverage. Delivered training and Q&A sessions for on-and off-shore staff. Advanced quality of care and care team communication/productivity by creating an application to provide nurses and case managers with a 360 view of members’ admission, treatment, and probability scores in one centralized dashboard. Boosted organization’s market position by building improved and streamlined testing protocols and release management processes, managing function regression and stress testing, and ensuring positive results of application conversions.