Steven Bernitz Email & Phone Number

Austin, Tx / Canada

January 2013 - PresentRole: Director of Professional ServicesProject: LifeLabs Medical Laboratories Customer Facing Project LeadResponsible for the Deployment, Support Management and Maintenance of the CardioHub software suite from its early inception thru its adoption and maturation.Accomplishments:Oversaw the setup, deployment and support of 1500 PCs and Laptops at 523 remote locations throughout ON & BC Canada.Built and managed a support team of 25 agents providing 24/7/365 serviceDesigned the workflow processes and procedures for computer installation, system and software supportCreated and maintained the Knowledge Base information, utilized by all support agents, to provide a standard support experienceDelegated responsibilities to support agents via team and individual meetingsImplemented a Train-the-Trainer program for distribution of information to support agentsOversaw the implementation and integration of the FootPrints ticket system for Support Issue managementManaged the migration of service desks to an internal support team, utilizing MS Altiris -a new, different ticket systemCustomer Success:Embedded in client’s location for training and computer deploymentWrote the test scripts for User Acceptance TestingCreated online training program for End UsersGenerated monthly ticket reports breaking down the ticket types and numbersIdentified support trends to identify resolution pathsAdditional Roles:Convention Presentations and Demos Pre-SalesLiaison between client an 3rd party vendorsSeptember 2008 - December 2012Role: Director of Professional Services and Incentive ProgramsProject: eHealth Made Easy / Imagine EHRPQRI, PQRS and EHR Meaningful UseEnsured the success of Medical Providers participating in the PQRI, PQRS, and EHR programs.Provided both support and information on the government program as well as end user support on using our software suite to succeed in reporting.

Managed the day to day administration and operations of an internet based international shipping companyMaintained courteous, efficient customer supportLed the Web Design team in the creation of the 'Look & Feel' of the next, more robust release of USGlobalMail.comImplemented testing standards and benchmarks to ensure stability and completeness of the up-and-coming releaseCurrently consulting on the design of the up and coming website release

Designed and implemented features associated with the Quark Xpress HTML Export moduleWorked closely with QA to recognize and detect bug related issues in preexisting softwareCo-led an international team designing and implementing new software features