Tyler Engel Email & Phone Number

Mission, Ks

• Lead and mentor teams responsible for customers post sales (support, customer success). Provide employee training and development, set goals, and manage workload• Work with team managers to oversee completion of deliverables, identify skill gaps and potential risks and issues, serve as escalation point of contact, improve upon existing playbooks, and scale processes• Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes• Work collaboratively across departments to implement new processes/workflows and improve communication to drive better customer outcomes• Lead an empowered, creative, and ‘can-do’ working environment, with a focus on delighting clients• Maintain high level of knowledge and understanding of the product, industry, business, and market• Maintain existing and implement new processes aimed at managing / reducing client churn• Available to assist in after-hours emergencies as they occur• Supports the preparation and promotion of non-standard or Customer Service contracts• Responsible for cost control, forecasting, and assisting with development operating plan• Act as Service Delivery Manager for Third Party Vendors as it applies.

Mission, Ks

• Manages engagement and service delivery to all clients, including contractual performance, consistently across all regions and countries.• Provides planning and direction by gathering pertinent business, financial, service, and operations information, and keeping the Service Managers informed.• Responsible for identifying and evaluating trends and options, choosing a course of action, defining objectives and evaluating outcomes.• Works with executives and decision-makers in order to identify and qualify service agreements within the applicable product line.• Acts as an escalation point for support problems that may require expedited resolution.• Manages strategic initiatives for our customers and partners, working closely with cross-functional management.• Drives required SLA adherence and consistent KPI reporting. • Develops staff by recruiting, selecting, orienting, and mentoring employees, maintaining a safe and secure work environment, and developing personal growth opportunities.• Provides direction to Service Managers regarding staffing functions and performance reviews.• Acts as Project Manager for specific engagements.

Mission, Ks

The Pharmacy Systems Support Manager leads a team in the daily technical support of ScriptPro's Pharmacy Systems customers. The candidate will manage technical support-related operations, including day-to-day contact center operations, scheduling and staffing, ticket resolution, product improvement requests, and service level adherence. He or she will also be responsible for working directly with customers to resolve technical and service concerns and will be familiar with a variety of the field's concepts, practices, and procedures.Scope of the Role: • Conduct themselves in a professional manner and demonstrate ScriptPro values• Create or update documentation including group policy and process.• Create and review daily, weekly, and monthly reports to evaluate and determine performance opportunities.• Drive continuous improvement in product quality, customer acceptance, and cost by working with Managers, Field Operations, and Engineering to identify issues driving a high Service Level Metrics.• Monitor overall service levels and customer satisfaction. • Manage overall employee performance and operational overhead.• Establish and maintain operating procedures and ensure that employees maintain an acceptable level of quality and standards.• Respond to cross department inquires and calls after-hours, regarding initial or ongoing technical support service requests.• Ensure analyst adherence to ScriptPro policies, processes, and procedures.• Lead and direct the work of team members.• Any other duties as assigned by Manager.

Acted as point of escalation for technical issues or customer requests and complaints. Primary responsibilities include, but not limited to, write and deliver monthly and annual reviews for team of seven Technical Support analysts, supervise and evaluate Technical Support analysts, interview and assist in selection of personnel, training new team members on a proprietary pharmacy system, responsible for mentoring junior and senior analysts in each of the core competencies.Additional responsibilities include establish and maintain operating procedures and ensure that employees maintain an acceptable level of quality and standards, provide advanced remote technical support of all ScriptPro products and systems through advanced troubleshooting for Tier II analysts and customers, respond to cross department inquiries regarding initial or ongoing technical support service requests, analyze and determine the most effective method of problem resolution/escalation among ScriptPro teams, acquire and maintain a current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers, handle other projects as required, communicate needed information to Technical Support personnel and other departments, take responsibility for quality of technical solutions and customer experience with Technical Support, maintain training standards for technical proficiency among Tier II Technical Support analysts, and participate in an on call rotation.

Providing advanced internal/external technical support for ScriptPro proprietary software systems. Support activities include encoding, debugging and testing of ScriptPro proprietary software systems by writing and editing software programs after conducting a technical analysis and review of system performance. Proper documentation of software changes, network diagrams and call notes. Provide technical support for communication hardware (routers, switches, firewalls, print capture devices, print servers, modems, etc.) including serial and TCP/IP Network configurations. Complete remote software configurations and upgrade support for new system installations. Complete software configuration and upgrade support for installed systems. Write interfaces using Perl to communicate between Pharmacy Host System and Scriptpro Robots.

Provided support for: laptop hardware and software, networks, printers, fax machines, Tranzmit. Audix and Avaya phone switch administration and updatesCreated and updated local intranet site. Created and updated laptop and desktop images, database administration in MySQL and SQL. Provided USFOOD.COM training for customers and Territory Managers. Created and Administered Rightfax™ server. Created scripts on Automate™ and Altiris™ servers

Associate'S Degree, Computer Repair

Education record