Paul Hendrickson

Oversee all levels of direct customer application support across all Summit products, manage support team training, escalations and communication, as well as direct administration of support systems and tracking. Work directly with leadership across all company groups to ensure customer success and retention.

Manage all support interactions, resolution documentation, metrics, and ticketing system administration. Supervise and train support team, as well as function as primary and escalation resource across all Summit Healthcare products. Work directly with Development team in identifying bugs or opportunities to improve products, as well assisting with QA and escalation.

Oversee team responsible for customer support on all applications across Summit Healthcare's Integration, Automation and Business Continuity product lines, as well as providing direct front-line support for standard and escalated items. Manage internal support training, tracking and ticketing system administration, as well as reporting. Work directly with department management at all levels to provide internal communication toward current opportunities as well as long-term planning and process improvement.

Responsible for overseeing and monitoring standard and escalated customer application support across all Summit products, including HL7 interoperability suites, scripting automation, and business continuity solutions. Similarly involved in working directly with Product Development and QA teams to identify, replicate, and resolve bugs or otherwise unexpected behavior, as well as building and implementing successful workarounds when required.

Responsible for the effective and timely triage, resolution, and documentation of application support requests for full array of Summit Healthcare products. Directly involved with assisting in the identification and documentation of any software bugs or opportunities for enhancement. Also tasked with assisting in product implementations, Quality Assurance, and technical sales support.

Responsible for scheduling, building and completing application training sessions with end-users, both via remote and on-site. Also serve as a primary point of contact for customer and technical support inquiries, from the solution development phase through post-deployment support, to ensure complete customer satisfaction. In addition, I regularly support the sales team within a technical sales role, building and performing product demonstrations, addressing questions and concerns during development phases, and working one-on-one with clients and co-workers to develop and execute customized project plans successfully.

Tasked with researching industry and marketing trends to develop and execute practical, effective methods of gaining new business and market attention. Also involved in many levels of contact between the NEdocs sales team and sales prospects, as well as existing customers, to create and strengthen business relationships.

Responsible for all hiring, training, in-store bookkeeping, and scheduling, as well as reviewing sales history and trends to create projections reports, on which to base future product orders. Oversaw all store operations and sales.

Tasked with training and supervising a hardwood flooring crew, specializing in the finishing/repairing process. Worked directly with contractors and customers to deliver a superior quality product within set deadlines, and to provide excellent on-site customer service.