Kim Cushion Email & Phone Number

United States

New York, United States

Wakefield, Massachusetts

Billerica, Ma

The Live Study Manager (LSM) is an integral member of the Client Services department and provides support and oversight of a study throughout the project lifecycle. The position serves as an operational interface between the client and Perceptive Informatics.* Participate in study design meetings, along with the Project Manager, Requirements Analyst and project team.* Provide support to the Project Manager on study related duties during pre go-live activities.* Responsible for live study support activities including client contact.* Liaise directly with clients on development and/or live study maintenance issues as needed* Actively perform Live Project Reviews to identify potential issues and highlight these to relevant internal departments or with the client as needed* Propose solutions/efficiencies on live study issues* Actively review Customer Care Operations’ calls on assigned studies* Liaise with global and inter-departmental colleagues on study related issues* Responsible for delivery of study related documents to client within agreed timelines* Create call flow documentation as necessary* Lead client acceptance testing process* Manage the complete project amendment process* Update specifications and other study related documentation as necessary during maintenance phase of study* Communicate with clients as necessary on any aspect of study* Attend investigator meeting as required* Provide support to Associate LSMs with mentoring.

Billerica, Ma

Provide initial site contact and support to the Perceptive project team(s) with follow up communications to Investigator sites as directed by their Supervisor or Project Managers. • Develop and coordinate study related activities in compliance with FDA Regulatory Requirements. • Use computer systems to convert medical image data to digital form. • Maintain a database of medical images and associated results.Work with Investigator Site on Site Surveys and Site Qualification. • Ensure completed study start up packages and requested supplies are sent in a timely manner. • Resolve project related problems and escalate issues that cannot be resolved to the appropriate party. • Maintain completeness and accuracy of image tracking study and databases. • Maintaining central files for Image data/Image Transmittal form/Site correspondence ensuring all files are up to date and accurate. • Perform established image processing techniques. • Video system specific processing – reviewing and copying of image data submitted on videotape. • Downloading and parsing of digital image data across multiple modalities (including but not limited to (CT, MRI, Nuclear Medicine). • Perform administrative tasks including, but not limited to data entry, sending out correspondence, and filing. • Demonstrate knowledge of study operations procedures for Perceptive projects.

Provide users/clients prompt, friendly, courteous and helpful service for all supported projects.Properly document and update issues entered into the issue tracking tool and ensure the issues are worked to resolution or closure per the project SLA and or processes.Resolve product/project related issues with assistance to Support Center Manager and/or Support Team.Conduct system monitoring for supported Perceptive products/projects.Perform administrative tasks.Travel to alternate work location in the event of a disaster.Assist with shift coverage for all shifts.

• Monitor and respond to any alarm activations from client’s homes or businesses.• Communicate effectively with customers to determine if emergency assistance is needed.• Help customers with technical and non-technical questions concerning their alarm system and account information.• Document all communication with customer as well as emergency agency needed.• Communicate effectively with Police and Fire Departments.• Update client’s records in Excel, Access, Lotus Notes and ACT.• File and maintain all clients account information.• Communicate with other team members at the turnover of each shift.• Working to develop new ACT 2008! Database.• Creating work orders when service is required as well as processing work orders for billing purposes.• Assist in providing customers with preventative maintenance or extending warranty agreements.

• Process 3rd Party Invoices in Oracle on a daily basis.• Track invoices received, processed and paid.• Verify serial numbers against customer’s contract.• Match field service repair report/invoice with the service request and verify work performed and charge is per procedure.• Analyze invoices that are not correct and work with 3rd Party Providers to resolve issues.• Create purchase requisitions and ensure payment of invoices for 3rd Party Service Providers.• Track, via Excel spreadsheet, invoices, travel charges and on-site calls.• Provide monthly reports on 3rd Party actual expenses and on-site calls and forecasted expenses to Technical Support Contracts Manager.• Run Extended Warranty Renewal and serial number inquiry reports on a monthly basis.• Identify potential new business sales leads for the contract sales reps.• Prepare, send and track Extended Warranty mailings to existing ZOLL customers on a monthly basis.• Enter and process all orders for the Extended Warranty and Preventive Maintenance Contracts into Oracle.• Enter Extended Warranty contracts into Excel deferred revenue log. • Analyze financial deferred revenue report for discrepancies. • Perform analysis on contract information that does not match finance report numbers.• Provide monthly revenue reports to Technical Support Contracts Manager.• Manage the ACT! contact database on a daily basis.• Execute changes to the design of ACT! as needed.• Update customer and contract information within database.

Serve as a link between several major cellular phone companies and its print vendor in producing andcoordination of the printing and circulation on the monthly bills.Identify, research and analyze data errors or inconsistencies within database via VAX/VMS.Report and trace technical problems within internal tracking system and interface with billingvendor.Monitor and support all production on second shift.Communicate effectively with fellow team members on a daily basis.Resolve financially impacting disputes with other Industry Clearinghouse or Operators on behalf of our clients. All disputes raised must follow official Industry Documentation. Contacts consist of a wide international background.Created, customized and utilized SQL queries to perform research in order to investigate RAP related issues.

Serve as a link between several major cellular phone companies and its print vendor in producing,coordination of the printing and circulation on the monthly bills.Identify, research and analyze data errors or inconsistencies within database via VAX/VMS.Report and trace technical problems within internal tracking system and interface with billingvendor.Monitor and support all production on second shift.Communicate effectively with fellow team members on a daily basis.

Preformed all nightly backups on a daily basis using TMS.Maintained tape library and print rooms.Performed data restores per user requests.Worked and communicated with various departments.Performed preventive maintenance on equipment.Analyzed system problems and interacted with appropriate personnel correct problem.