Rick Stotts Email and Phone Number

- Direction and implementation of vendor partner services including service management and enterprise service desk team.- Set-up toll-free helpline for streamlined access to enterprise service desk and standardized ITIL foundations framework in the organization.- Spearhead the implementation of strategic initiatives aimed at elevating customer support services, with a focus on enhancing overall satisfaction and operational efficiency. Leading the recruitment, training, and performance management of support staff, I am dedicated to fostering a high-performing team.- Additionally, I develop and maintain protocols for incident escalation, resolution, and tracking, ensuring a timely response to critical issues. Collaborating with cross-functional teams, I identify and address recurring technical issues, driving continuous process improvement.- Operational implementation of key Service Management processes utilizing the ITIL v3 framework. (Service Level Management, Change Management, Release & Deployment Management, Asset & Configuration Management, Knowledge Management, Event Management, Incident Management, Request Fulfillment, and Problem Management).- ITIL processes focused on continual service improvement and maturity using ITIL v3 framework.- Overseen service improvement recurring meetings: Weekly Change & Problem Management Meetings, Weekly Aging Ticket Call, Weekly Service Desk Customer Satisfaction Review Call and Monthly Service Level Management review.- Assisted with the migration of ITSM platform from Dell OPAS Remedy to ServiceNow in 2015.- Created Catalog items on our service portal for our customers to submit request items throughout the enterprise by implementing support process via the ServiceNow platform.

- I tackled significant challenges related to the implementation of hardware for Meditech modules, PCS upgrades, Bedside Medication Verification (BMV), operating system upgrades, and departmental moves. I actively bridged the communication gap with physicians and medical staff, engaging in discussions, troubleshooting, and resolving software/system issues while delivering solutions for increased operational efficiency.- In addition, I successfully completed the recruitment process, handling tasks such as interviewing, hiring, and training a LAN Support Center team consisting of 10 employees, by scheduling 24x7 support with new LAN support staff. My focus is on driving successful hardware and software implementations, fostering effective communication, and building high-performing teams for optimal operational outcomes.- Installed workstation mounted stations along with barcode scanners for ensuring more efficient and accurate bed side patient care for our patients, minimizing medication errors, and reviewing and maintaining medical records.- Implemented Office 2007 upgrade to 1400+ workstations via Maury Regional Medical Center System to include physician offices.- I tackled significant challenges related to the implementation of hardware for Meditech modules, PCS upgrades, Bedside Medication Verification (BMV), operating system upgrades, and departmental moves. I actively bridged the communication gap with physicians and medical staff, engaging in discussions, troubleshooting, and resolving software/system issues while delivering solutions for increased operational efficiency