Josh Brewington Email & Phone Number

Overland Park, Kansas, United States

Overland Park, Kansas, United States

Overland Park, Ks

- Serve as Project Manager, Support Director, and Services Director of a group of 5 cross-functional team members.- Implemented new ticketing system (Zendesk), a new Development tracking and repository (Jira) and a new services and support billing integration (Harvest) – Led integration between all 3 technologies- Responsible for establishing new employee onboarding program, new customer onboarding, and redeveloping Implementation process for clients- Report Directly to company President – Directly responsible for revenue and budget in both the service and support departments- Focus on vision for product enhancements and evolution of a small company in a competitive marketplace

Overland Park, Ks

- Led conversion of Salesforce Support ticketing system and integration with existing CRM- Improved overall CSAT (from 83% to 92%) and overall call and ticket metrics – Received General Manager’s Award of Appreciation- Served as primary point of escalation for high profile customer issues- Worked closely with Product Management and Development to prioritize and address product issues and enhancements.- Managed staff of 15 support engineers – established a 3 tier system (Engineer, Specialist, Expert) that provided career development and expectations for those roles.

Overland Park, Ks

- Responsible for leading an enterprise focused, International Support Team- Responsible for delivery of extremely high CSAT scores and positive NPS (both transactional and relational)- Led effort to transition new support technologies, including:o Zendesk Support, Guide, and Communitieso Promoter IOo Pagerdutyo Salesforce (CRM)o All integrations with regards to Existng customer portal, via APIs as well as third party connectors (ie, Zapier)- Report directly to Sr VP of Services, responsible for providing delivered outcomes that demonstrate high value to the company as well as the customer base- Responsible for setting and maintaining departmental budget, as well as hiring and development support engineering team members- Point of escalation for high profile customer issues- Serve as liaison with Development management to prioritize and address product defects.- Lead a working group with regards to constantly improving business process, SLAs, and SLOs for End-to-End customer support and escalations

- Directly responsible for maintaining high CSAT (95% on team) and ensure team maintains high customer satisfaction- Manage multiple roles/teams within Enterprise Healthcare sector- Responsible for setting schedules, team direction, and expectations for all healthcare teams- Assist in setting department budget and metrics as well as delivery methods of employee development (training and technology)- Responsible for hiring and development of VNA/Pacsgear/CSA roles within ESS Healthcare team- Lead worldwide peers with regards to Global Organizational policy and direction- Serve as liaison between all departments and ESS (Development, Professional Services, Marketing and Sales)- Set and document departmental process as well as recognize and develop performance improvement opportunities within Global Support Services- Provide feedback and ongoing career development for all team members- Serve as Project Manager for any critical support issues or product defect needs- Well versed in Rally Defect Suite, Salesforce, Microsoft Windows, MS Office Suite (2003-Current), Google Analytics and Docs, and ININ suite

- Manage team of up to 15 employees- Focus on analytics for team performance as well as engineer success strategies (Manager Toolkit Training)- Responsible for setting up internal processes and technologies to use to improve company performance and manage internal resources- Review legal documentation and contract information for customer entities- Work with various teams on coordinating support efforts

- Managed team of up to 10 employees in both Software and Hardware Support- Responsible for annual budget and all team logistics on Support Team- Main escalation for any customer service issues as well as liaison between internal teams for those issues- Performed annual performance reviews – responsible for career growth as well as ongoing technical training of team- Managed all Support hardware and software assets, as well as maintained Microsoft Certified Professional Certification