Antonio Nicolini
Technical Support Manager
- Role
- Manager Customer Support at Change Healthcare
- Location
- Sarasota, FL, US
- LinkedIn followers
- 500 followers
About Antonio Nicolini
Specialties: Sales Force ISO Technical Support Account…
Experience
Manager Customer Support
Mar 2017 — Present
Staff ManagementResponsible for overseeing the customer facing technical support for the IWS product suite.Managing support teams who are diagnosing, troubleshooting and debugging highly technical and sophisticated software.Ensures engineers are current with the latest technology. Develop a consistent knowledge culture and delivery program to ensure staff and customers have wide and ready availability to relevant information.Establishes operational objectives and assignments, allocate resources and delegate assignments. Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff.Customer SupportDevelop Best Practices including strategy, definition, roll-out planning, implementation, certification and results tracking.Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment to McKesson.Provide regular feedback to the other members of the management team with respect to customer concerns and/or feedbacks.Continually seek opportunities to increase customer satisfaction and improve customer relationships.Continually seek feedback from customers. Analyze recommendations/metrics and implementing improvements to work processes and quality management. Track and report results on new initiatives.Traveling, on occasion, to customer sites to attend customer meetings as well as part of the on call manager after hours pager rotation.Establishes and maintains lines of communication with internal and across department peers (product engineering and design, product deployment, upgrades, sales, etc,) on development, design, reliability, implementation, and maintenance issues. May be involved in customer installation and training programs.
Skills
- Healthcare
- Healthcare Information Technology
- Microsoft Sql Server
- Teleradiology
- Medical Imaging
- Pacs
- Emr
- Microsoft Exchange
- Cerner
- Salesforce.com Administration
- Ris
- Help Desk Support
- Blackberry Enterprise Server
- Salesforce.com
- Information Technology
- Vpn
- Network Administration
- Servers
- Team Leadership
- Healthcare Information Technology (Hit)
- IT Service Management
- Radiology
- Software Implementation
- Informatics
- Mckesson Pacs
- Software Documentation
- Hp
- IT Management
- Active Directory
- Windows Server
- Disaster Recovery
- Hl7
- Hl7 Standards
- Troubleshooting
- Dicom
- Hipaa
- Technical Support
- Integration
- Picture Archiving and Communication System (Pacs)
- Tcp/Ip
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