Rick Metz Email and Phone Number

• Improved customer satisfaction by expediting support engagement and reducing turnaround time for both internal and external stakeholders• Managed the transition of support services between two providers, ensuring uninterrupted support for the business and maintaining high levels of service• Fostered a collaborative and supportive team culture within Global Production Support, resulting in improved development processes and enhanced collaboration among team members• Collaborated with senior leaders, customers, and external stakeholders to develop, implement and monitor operational capabilities and performance, serving as a key member of the leadership team that helped drive the company's strategic direction as it relates to Strategy, Engineering, and Operational Excellence• Ensured prompt and effective resolution of global data product-related issues while maintaining a focus on accuracy and timeliness

• Led data warehousing initiatives for Nike, providing reliable systems to support business intelligence reporting• Maintained critical relationships with 3rd party cloud data warehouse vendors to prioritize feature delivery and support Nike's evolving data landscape• Acted as Engineering Manager and Product Owner, partnering with Program Management to follow Agile development practices• Managed key deliverables for on-shore and off-shore teams, providing 24/7 internal Nike support through a combination of full-time and contracted team members• Collaborated with India Technology Center to build out the Data Warehouse team, including Managers, full-time employees, and contracted team members

• Spearheaded the development and implementation of platform Best Practices, resulting in over $10M in cost avoidance• Led the communication, observability, reporting, and self-education strategy for 3rd party data warehouse solution, resulting in successful adoption of a consumption-based platform• Maintained consistent end-user and vendor engagement through regular touchpoints, ensuring alignment with challenges and future needs• Streamlined and simplified onboarding processes for teams, reducing time to market for data products and applications

• Successfully led a coordinated technical effort of 120 hours per week to deliver end user support and customization implementations for over 120 VA facilities with more than 3,000 daily users nationwide, resulting in the collection of over $3 billion dollars annually for 2015 through 2018• Managed the technical delivery of all contract additions requested by the VA to improve service delivery and revenue cycle performance, ensuring compliance with all VA IT requirements and timely completion of deliverables• Supervised a team of 5 technical resources for our VA efforts, in addition to 3 technical support resources for existing clients, while also coaching and mentoring 6 individuals on career development to help guide them in the right direction for their interests and strengths

• Managed and maintained strong relationships with client IT, internal teams, and functional groups to ensure high-quality deliverables• Utilized Scrum methodology to prioritize product changes and communicate backlog status to stakeholders• Conducted client-side customizations, including report modifications, server configurations, enhanced analytics, and end-user troubleshooting, and provided standard and urgent end-user support as part of a team

• Implemented and customized Revenue Cycle solutions for Healthcare institutions, including the VA• Translated functional requirements into high-quality, sustainable technical solutions• Met client needs and expectations by delivering successful implementations

• Led US frontline support for a leading 3rd party database management tool• Conducted comprehensive training sessions for clients of all levels through WebEx• Enhanced user experiences by streamlining processes and improving documentation tools• Performed rigorous QA testing on new releases across diverse database systems, including Microsoft SQL, Oracle, IBM, and more. Played a pivotal technical role in numerous partnership ventures

• Conducted one-on-one interviews to assess eligibility for various forms of public assistance and community services• Assisted clients with form completion and provided valuable advice throughout the application process• Played a key role in leading technical changes aimed at standardizing procedures to ensure consistency• Contributed to the improvement of eligibility determination processes for governmental and community service programs