Matt Wright Email & Phone Number

Nashville, Tn, Us

Nashville, Tn, Us

Brentwood, Tn, Us

Brentwood, Tn, Us

The Manager, IT Implementations role oversees the Premise IT Implementations team. The role is directly responsible for managing IT Implementation Managers and IT Implementation Specialists. This role is also responsible for managing IT Implementations / new site turn up’s, IT refreshes, site closures, moves and special projects. The role partners closely with the Support Desk, IT Infrastructure Services, Premise PMO, Premise Operations Management, and the clinical implementation teams. The Manager, IT Implementations role is responsible for partnering with regional and site operations management to provide guidance and assistance with current and future IT needs. They are required to attend client facing meetings, provide assistance to Premise Sales (RFP requests), and provide overall general guidance in implementing IT Infrastructure solutions in Premise Managed Health Centers. This role reports to the Director of End User Platform Systems.The Manager of IT Asset Management role is responsible for overseeing the Premise asset management program. The role is responsible for ensuring all Premise Health IT assets are managed in the Premise asset management tool (Service Now) from procurement through disposal. This role partners closely with Finance, Accounting, Procurement, IT, and Information Security to ensure that all IT asset management needs are met.

Brentwood, Tn, Us

Key Responsibilities: • Lead new client technology implementation discussions involving hardware, infrastructure and software platforms. Discovery, design, development, training, deployment and maintenance.• Manage technical client meetings, presentations and strategic planning.• Create process flow, procedural, best practice and technical documentation for hardware, infrastructure, software platform implementation, training, support and usage.• Install and configure new IT hardware and software.• Communicate with clients, colleagues, end users and other technology groups and partners for the purpose of managing and supporting the delivery of technology.• Work with Premise operations management to understand IT needs at Premise Health clinics.• Assist the IT Infrastructure network team including remote hands on support for troubleshooting network issues.• Assist the Tier 3 EUPS group with support incidents. Skills and Knowledge:• Solid understanding of technologies including all aspects of Infrastructure, software and technology implementation processes.• Professional internal and client facing verbal and written communication skills.• Strong time management and organizational skills.• Experienced implementing, training and supporting hardware, software and infrastructure systems in a healthcare environment.• Experienced managing client relationships and strategic planning.• Experienced in working with all levels of a company’s organizational hierarchy• Experienced in impacting and influencing decisions on behalf of client.• Reliable, timely, and able to work independently.• Possess strong troubleshooting skills.• Excellent customer service and maintain good relations with customers • Able to work under pressure in a fast paced environment.• Clear and innovative thinker with excellent collaboration skills. • Experienced with wireless and local area networks• Experienced with network hardware, telecom, desktops, laptops, printers, and scanners.

Nashville, Tn, Us

Nashville Metro Division Manager – Help Desk (Contractor)June 29, 2015 – November 11, 2015• Managed 16 direct reports• Responsible for Helpdesk, asset management, and Data Center staffing and support• Provided leadership and direct day-to-day management to helpdesk staff of technicians that support Metro departmental customers on a 24x7 basis• Managed departments’ meeting of Service Level Agreements (SLA’s)• Managed staffing levels and schedules to provide effective helpdesk staff coverage to business users• Developed, documented and maintained formal helpdesk procedures for consistency and increased productivity• Defined, analyzed and reported on Helpdesk performance to track and show trends for incoming call, email and ticket volume • Developed quality control monitoring on helpdesk personnel• Acted as escalation point for all incidents and work orders• Established and maintained effective working relationships within ITS and with other Metro agencies• Defined new functional job descriptions for all levels of support• Created review goals and a program to ensure all goals are consistently evaluated throughout the year• Managed Change Control and developed new process to streamline activities• Assisted in development of, and implementation of Service Manager ITSM software

PS Associate Consultant II (SME) - works in a complex technical environment, resolving and providing solutions to customer problems.Responsibilities:• Has basic knowledge across the related LOB product range including all solution(s) currently released and supported.• Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance Design corrective action(s) to resolve product or system problems with no known solutions. • Gather and analyze information, formulate and test hypothesis • Identify, design, develop and validate solution • Ability to research problems with no known solutions and design solutions for identified problems • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Parties, Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists; whilst maintaining ownership • Ability to manage multiple issues of differing stages of investigation and priority without assistance. • Actively participate in making the team a success by achieving the team objectives • Adherence to GS2 SLA Guidelines & RWG Target • Proper usage of incident tracking tool • Productivity (as per cascaded objectives) • Work all incidents diligently to ensure customer satisfaction targets are achieved • Enhance customer service by dealing with all incidents professionally and adhering to GS2 SLA • Ensure customers are kept updated • Contributes towards identifying processes, products and services areas of improvements and team • Continuously develop and maintain pertinent technical knowledge and troubleshooting skills • Ensure article is created & released for appropriate audience• Appropriately involves others in decisions and plans that affect them. Record and communicate solution creation information in a timely manner

Iselin, Nj, Us

External IT - Cloud computing servicesSupport Services Manager for Levels 1, 2, 3, and on-premises teams (4/2012 – Present)• Manage support levels 1, 2, and 3 for cloud support services. Support services consisted of multiple teams across the United States and Russia. I had 15 direct reports in Cloud Services. • Manage on-premises support team based in San Diego. I had 8 direct reports in On-Premises. • Manage hiring process for all teams including Russia. o Hiring process included creating the job descriptions, posting job openings on multiple web sites, vetting resumes, conducting screening calls, and doing final interviews. • Created and implemented a value based goal system. o Developed an incentive program based on those goals to drive specific performance. • Developed custom reporting for all levels of support by pulling data from 3 ticketing systems and 2 phone systems. Wrote SQL queries to pull the data and format it for reporting. • Created custom reporting for accounting department and account managers in 3rd party software called GoodData which allowed them real-time access to ticket statistics and details. • Handled all employee administrative tasks including yearly evaluations, setting and tracking personal goals, and disciplinary tasks.• Manage administrative duties such as payroll and scheduling. Balanced business need with labor costs to make sure engineer utilization was reasonable while staying profitable and keeping customer satisfaction high. • Monitor multiple ticketing systems (HEAT, ZenDesk, Connectwise, and Remedy) simultaneously to make sure tickets were acknowledged and resolved within goals. • Developed work-from-home program with incentives to ensure productivity remained consistent.

Dallas, Texas, Us

Execute against customer service standards, Manage front-line and escalation support needs for restaurant managers and Area/Regional DirectorsLed employee development and coaching while promoting productive team environment.Participated in recruiting process Managed training for newly-hired employees as well as on-going training for tenured analysts Build relationships with IT support vendors, process supplier invoices and represent both Restaurant and IT Support Services requirements in project teams.Analyze ACD and CRM data to scale workload to meet business needs.Provide strategic input on change management Manage administrative duties such as payroll, scheduling and minimizing overtime.

Dallas, Texas, Us

Job SummaryProvide third tier technical assistance and act as technical escalation point for the Brinker Restaurant Support Center, restaurant managers, vendors, and service providers. This assistance includes support for in-house developed and approved third-party applications, schedule and follow up of service with vendors, hardware/network/peripheral device installation and troubleshooting. Key Performance Elements / Essential Functions:• Identifies new problems and develops plan to evaluate and form action plan for problem resolution• Defines assumptions underlying customer requirements• Assists in solving complex problems outside of BRS but within support infrastructure • Makes decisions based on broad perspective and understanding of business impact• Applies a comprehensive knowledge of delivering quality service and satisfying IT customers• Ensures accuracy of call data and provides input for monthly reporting to brands/IS leadership• Properly document call details in call logging database• Communicates upwardly within IS organization regarding potential/existing issues• Serves as a technical escalation point to other analysts • Appropriately prioritizes work and manages time with minimal supervision• Integral part of defining and redefining technical processes and procedures• Ability to communicate effectively beyond the normal scope of store interaction (can handle AD, RD, RVP escalations with minimal management assistance)• Applies a comprehensive knowledge of delivering quality service and satisfying IT customers• Project representation for support role as Subject Matter Expert

Dallas, Texas, Us

Job SummaryProvide technical assistance to restaurant managers, vendors, service providers with the following: critical system failure, hardware or software issues, general questions, clarification on operational procedures, or require one-on-one training for specific functions with their personal computer. This assistance includes support for in-house developed and approved third applications. Schedule and follow-up of service with vendors; provide hardware, network, and peripheral device installation and troubleshooting.Key Performance Elements• Vital customer service link for IS/IT to stores, vendors, service providers, and franchisees. • Provide phone based support on basic computer operations, proprietary BOH/POS software, hardware, and network questions • Provide support for approved third-party applications such as MSOffice Products, Adobe, Flash • Troubleshoot all applications and hardware for problem resolution. • Resolve fatal system crashes• Resolve time critical issues such as end of night issues, payroll and end of period/year updates. • Ability to diffuse caller’s frustrations • Follow escalation matrices • Properly document call details in call logging database• Coordinate maintenance with vendors/service providers • Assist service providers with configuration information, parts ordering, troubleshooting • Assist in installation of new equipment and applications• Provide specialized one-on-one training for specific application needs

Biology, General

Education record

High School