Rob Gardner Email & Phone Number

Marietta, Ga, Us

Alpharetta, Georgia

Alpharetta, Georgia

Alpharetta Ga

Responsible for:-Defining and communicating supportability requirements by being an active participant in the software development processes - including Core Team participation, JAD sessions, Sprint Reviews, Release Planning, alpha/beta testing (in-house and on-site), etc.-Understanding and communicating potential risks and impacts to the customer, team, department and tools and ensuring mitigation plans are in place-Ensuring the Support Team and support tools are prepared to support new software releases-Provide technical review and updates for user documentation associated with new releases-Analyze and communicate root cause and product component information from support cases to business unit for prioritization of software fixes and education delivery-Manage the “Maintenance Road Map” and ensure Service Packs are scheduled regularly-Own and manage the Release Management Process for Support-Communicate, define, prioritize and manage requirements for Service Packs-Provide tracking to ensure hot fixes and Critical Patches are rolled up in the next releases.-Interface with and implement the EMI MRB (materials review board) standards and best practices with the Document Management business unit.-Serve as a product specialist consultant for extremely complex problems where a historical understanding of product requirements and/or customer use is needed.

Atlanta Ga

-Manage all aspects of day to day escalation activities within EMI-DM Support.-Interact with all departments within the business unit and other Mckesson Support centers to resolve customers’ business needs and coordinate inter-product interactions.-Represent the Customer Support department at the business unit core team providing key input into product supportability and customer satisfaction issues.-Report on software escalation trends, root-cause analysis and lessons learned.-Maintain a position of key input for new product development, working with Product Management and Development teams to review functional and non-functional specifications.-Develop policies and procedures for Customer support activities as related to escalations, software releases and Support Alerts for the customer base.-Prepare and deliver webinars to customer base and serve as a product expert for Q&A sessions to groups of 100+ customers.

Alpharetta Ga

-Oversee the tier two support team for day to day operations and serve as an escalation point to expedite closure of unresolved customer issues.-Responsible for providing software support for healthcare based document imaging systems. -Partner with other business units, to provide requirements for system monitoring applications with automated alerts to identify potential problems within the Horizon Patient Folder (HPF) document imaging systems.-Identify and document software defects in development issue tracking system and participate defect review process.

Atlanta Ga

-Responsible for providing software support for document imaging systems installed in the US and Europe. Engaged in regular international travel for new installations, providing feedback to development on feature improvements and internationalization of application messages.-Responsible for creating support documentation and reviewing technical documentation prior to publication to customers.

Los Agneles County Tax Collector

-Provide single point of contact for a high profile customer. Responsible for gathering requirements for customized document imaging software with workflow components.-Work with development team to feed back information on software defects and feature enhancements, driving the advancement of the product.-Maintain all aspects of a customized, workflow driven, document imaging system.-Ensure all imaging system hardware and software is fully maintained and at current versions. This included optical jukeboxes, microfilm digitizing jukeboxes and hi-resolution document workststions.

North Arlington New Jersey

-Responsible for providing on-site hardware support and servicing of document imaging systems in the New York Metropolitan area.-Played a key role in the rollout of multimillion dollar implementation of imaging systems throughout the Washington DC area, including installations at the Pentagon, CIA and Social Security Administration.-Trained Support Engineers on all aspects of the imaging systems.-Designed and implemented a case tracking system to log customer issues as well as trending for specific component failures.