Sue Harris
Sr. Support Manager at VerisVisalign, an Ark Technology company at VerisVisalign (an Ark Technology company)- Claim this Profile
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Bio
Credentials
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Customer Service: Handling Abusive Customers
LinkedInSep, 2019- Nov, 2024 -
Managing Customer Expectations for Frontline Employees
LinkedInSep, 2019- Nov, 2024 -
Writing Customer Service Emails
LinkedInSep, 2019- Nov, 2024 -
Learning SQL Programming
LinkedInApr, 2019- Nov, 2024 -
Phone-Based Customer Service
LinkedInMar, 2019- Nov, 2024
Experience
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Ark Technology Consultants
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Sr. Support Manager at VerisVisalign, an Ark Technology company
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Feb 2023 - Present
* Supervised and provided leadership to a team of 9 direct reports within a fast-paced managed service provider (MSP) environment. * Managed the IT help desk operations, ensuring efficient resolution of technical issues for 15 different clients. * Drafted and implemented comprehensive Desk SOP to streamline service delivery, enhance customer satisfaction and improve response times. * Established key performance indicators (KPIs) for direct reports, resulting in enhanced accountability,… Show more * Supervised and provided leadership to a team of 9 direct reports within a fast-paced managed service provider (MSP) environment. * Managed the IT help desk operations, ensuring efficient resolution of technical issues for 15 different clients. * Drafted and implemented comprehensive Desk SOP to streamline service delivery, enhance customer satisfaction and improve response times. * Established key performance indicators (KPIs) for direct reports, resulting in enhanced accountability, performance tracking, and improved service levels. * Collaborated closely with clients to understand their unique requirements and provide tailored IT solutions and support. * Oversaw incident management, ensuring timely and effective resolution of technical issues and minimizing downtime for clients. * Conducted regular performance evaluations, provided coaching and mentoring, and identified training opportunities to foster professional growth within the team. * Maintained strong relationships with stakeholders, including clients, vendors and internal departments, to facilitate effective communication and seamless service delivery. Show less * Supervised and provided leadership to a team of 9 direct reports within a fast-paced managed service provider (MSP) environment. * Managed the IT help desk operations, ensuring efficient resolution of technical issues for 15 different clients. * Drafted and implemented comprehensive Desk SOP to streamline service delivery, enhance customer satisfaction and improve response times. * Established key performance indicators (KPIs) for direct reports, resulting in enhanced accountability,… Show more * Supervised and provided leadership to a team of 9 direct reports within a fast-paced managed service provider (MSP) environment. * Managed the IT help desk operations, ensuring efficient resolution of technical issues for 15 different clients. * Drafted and implemented comprehensive Desk SOP to streamline service delivery, enhance customer satisfaction and improve response times. * Established key performance indicators (KPIs) for direct reports, resulting in enhanced accountability, performance tracking, and improved service levels. * Collaborated closely with clients to understand their unique requirements and provide tailored IT solutions and support. * Oversaw incident management, ensuring timely and effective resolution of technical issues and minimizing downtime for clients. * Conducted regular performance evaluations, provided coaching and mentoring, and identified training opportunities to foster professional growth within the team. * Maintained strong relationships with stakeholders, including clients, vendors and internal departments, to facilitate effective communication and seamless service delivery. Show less
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BioTelemetry, Inc.
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United States
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Biotechnology Research
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100 - 200 Employee
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Application Support Leadership
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Jan 2020 - Feb 2023
* Lead a 24/7 operations team of analysts based in US and EU. * Successfully cleared a substantial backlog of unresolved support tickets, improving team efficiency and customer sat. * Designed and implemented a comprehensive root cause analysis process, reducing the resolution time of critical issues * Spearheaded the definition of Level 2 and senior analyst roles, fostering career development and specialization within the support team. * Optimized the on-call process, resulting… Show more * Lead a 24/7 operations team of analysts based in US and EU. * Successfully cleared a substantial backlog of unresolved support tickets, improving team efficiency and customer sat. * Designed and implemented a comprehensive root cause analysis process, reducing the resolution time of critical issues * Spearheaded the definition of Level 2 and senior analyst roles, fostering career development and specialization within the support team. * Optimized the on-call process, resulting in quicker response times and more effective handling of production issues during after-hours, minimizing downtime and enhancing system reliability. *Provided coaching, mentoring and identified training opportunities to foster growth within the team along with conducting regular performance evaluations and 1:1 meetings. *Curated a dynamic library of SQL queries for troubleshooting common product issues, enhancing support efficiency. Show less * Lead a 24/7 operations team of analysts based in US and EU. * Successfully cleared a substantial backlog of unresolved support tickets, improving team efficiency and customer sat. * Designed and implemented a comprehensive root cause analysis process, reducing the resolution time of critical issues * Spearheaded the definition of Level 2 and senior analyst roles, fostering career development and specialization within the support team. * Optimized the on-call process, resulting… Show more * Lead a 24/7 operations team of analysts based in US and EU. * Successfully cleared a substantial backlog of unresolved support tickets, improving team efficiency and customer sat. * Designed and implemented a comprehensive root cause analysis process, reducing the resolution time of critical issues * Spearheaded the definition of Level 2 and senior analyst roles, fostering career development and specialization within the support team. * Optimized the on-call process, resulting in quicker response times and more effective handling of production issues during after-hours, minimizing downtime and enhancing system reliability. *Provided coaching, mentoring and identified training opportunities to foster growth within the team along with conducting regular performance evaluations and 1:1 meetings. *Curated a dynamic library of SQL queries for troubleshooting common product issues, enhancing support efficiency. Show less
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NextGen Healthcare
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United States
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Software Development
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700 & Above Employee
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Interop Support
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Aug 2015 - Jan 2020
*Provides direct customer service and technical support to Nextgen end users as required via phone, email, or community posts. Provide professional and personal assistance to customer inquiries. *Simulate or recreates user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. *Follow standard help desk procedures. Tasks include logging all help desk interactions… Show more *Provides direct customer service and technical support to Nextgen end users as required via phone, email, or community posts. Provide professional and personal assistance to customer inquiries. *Simulate or recreates user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. *Follow standard help desk procedures. Tasks include logging all help desk interactions, administering software support, redirecting problems to appropriate resource, identifying and escalating situations requiring urgent attention, tracking and routing problems and requests and documenting resolutions, staying current with system information, changes and updates. *Able to accept and complete tasks in a timely manner from senior level team members. *Utilized SQL expertise to diagnose and resolve complex system and database issues for clients. Show less *Provides direct customer service and technical support to Nextgen end users as required via phone, email, or community posts. Provide professional and personal assistance to customer inquiries. *Simulate or recreates user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. *Follow standard help desk procedures. Tasks include logging all help desk interactions… Show more *Provides direct customer service and technical support to Nextgen end users as required via phone, email, or community posts. Provide professional and personal assistance to customer inquiries. *Simulate or recreates user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. *Follow standard help desk procedures. Tasks include logging all help desk interactions, administering software support, redirecting problems to appropriate resource, identifying and escalating situations requiring urgent attention, tracking and routing problems and requests and documenting resolutions, staying current with system information, changes and updates. *Able to accept and complete tasks in a timely manner from senior level team members. *Utilized SQL expertise to diagnose and resolve complex system and database issues for clients. Show less
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Decusoft
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United States
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Software Development
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1 - 100 Employee
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Implementation Analyst
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Nov 2011 - Jul 2015
*Configured and tested new hl7 interfaces and certified new webservice connections for vendors acting as a contractor for Quest Diagnostics. *Maintained records, plans, status reports, and other related documentation. *Act as go between for users and professional team to facilitate communication. *Interfaced with users to ensure satisfaction and understanding of the product. *Provided 30 day hand hold support for newly implemented sites. *Leveraged understanding of SQL… Show more *Configured and tested new hl7 interfaces and certified new webservice connections for vendors acting as a contractor for Quest Diagnostics. *Maintained records, plans, status reports, and other related documentation. *Act as go between for users and professional team to facilitate communication. *Interfaced with users to ensure satisfaction and understanding of the product. *Provided 30 day hand hold support for newly implemented sites. *Leveraged understanding of SQL scripting to locate and resolve post go live issues. *Leveraged understanding of .net interfaces to implement, certify and support customers. Show less *Configured and tested new hl7 interfaces and certified new webservice connections for vendors acting as a contractor for Quest Diagnostics. *Maintained records, plans, status reports, and other related documentation. *Act as go between for users and professional team to facilitate communication. *Interfaced with users to ensure satisfaction and understanding of the product. *Provided 30 day hand hold support for newly implemented sites. *Leveraged understanding of SQL… Show more *Configured and tested new hl7 interfaces and certified new webservice connections for vendors acting as a contractor for Quest Diagnostics. *Maintained records, plans, status reports, and other related documentation. *Act as go between for users and professional team to facilitate communication. *Interfaced with users to ensure satisfaction and understanding of the product. *Provided 30 day hand hold support for newly implemented sites. *Leveraged understanding of SQL scripting to locate and resolve post go live issues. *Leveraged understanding of .net interfaces to implement, certify and support customers. Show less
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Education
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Ocean County College
Community
