Scott Hyndman

• Managed client relations by building significant long-term relationships with key customer contacts, aligning enterprise clients with Oracle Health Support and Product divisions.
• Developed strategic account plans to drive customer engagement and retention across diverse healthcare organizations.
• Orchestrated proactive guidance to align Client Teams with Oracle Health Support, ensuring seamless service delivery and maintaining a 100% focus on customer satisfaction.
• Delivered regular analysis and recommendations to optimize Oracle Health environments and solutions, enhancing the overall service delivery and operations experience for my assigned enterprise clients.
• Acted as a central advisor for high-visibility engagements, driving technical coordination and risk mitigation across the product lifecycle.
• Works with Sales and Customer Success for roadmapping and recommendations on the successful planning and support of the Oracle environment.

- Streamlined organization wide onboarding by creating the process and associated documentation for current and future new employees

- Elevated client sentiment within 6 months by implementing a proactive feedback and engagement loop to address concerns and improvement areas.

- In addition, due to my proven positive outcomes, I was assigned an additional strategic enterprise Client to apply my proven improvement strategies to.

• Intake customer service requests, product inquiries and system errors; resolve when possible or escalate to the appropriate delivery teams for next-level activities
• Developed deep understanding of customer business models
• Help customers understand and optimize the value received in products and services
• Leverage customer data to provide clear, informative and relevant information to drive improvements and solve complex problems
• Track customer key performance indicators (KPIs); create and maintain Success Scorecards
• Coach customers on best practices and advocate for customer needs
• Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience
• Develop strong, collaborative, relationships internally and externally
• Provide peer support and/or mentoring to Client Success Team members
• Participate in Client Success Team collaboration sessions; create case studies, artifacts or tools to support continuous learning and knowledge sharing
• Identify value add business development opportunities; provide leads to Account Executives
• Responsible for Product/SaaS issue management, escalations and CCB
• Mitigates service risks and implements corrective action plans
• Advocates for the customer during corrective action planning.

• Partnered with Client to manage and oversee application environment management strategies: documenting environments portfolio, environment management, deployment, and promotion processes
• Lead multiple medium to complex projects in a matrixed environment
• Created and maintained a detailed deployment schedule in collaboration with various stakeholders
• Maintained deep understanding of product and customer ecosystem, its interdependencies, and leveraged various tools available for environment management & stability
• Managed and standardized programs to meet the release/deployment and quality criteria with a focus on standardization & repeatability in a continuous improvement environment
• Lead the effort on cross-functional collaboration with Leadership, TechOps, Product, Professional Services, and Dedicated Teams
• Created solutions to challenges and make informed recommendations to ensure uninterrupted business and high-quality service to customer
• Developed many processes for the Cloud Operations Team including but not limited to customer facing and internal Architecture Diagramming, Playbook Auditing, Customer Environment Inventory, Environment Manager Onboarding, Vulnerability Remediation, Ticket Queue Auditing.

• Managed and supported Internal Development and Quality Assurance Environments for Clinical Software Development
• Worked with Development Teams and Stakeholders to install, configure and maintain enterprise level software and 3rd party software during the Development Lifecycle
• Leveraged Azure and VMware infrastructure to manage several hundred SQL, Citrix, IIS, and enterprise services servers.

• Installing and upgrading enterprise grade software (Soarian Enterprise Solution) on internal environments as well as external customer sites
• Installing and upgrading Soarian common components and third party software including IBM Websphere
• Coordinate customer Hotfix applies and Service Pack events with US based and India based teams
• Provide environment and application support to multiple development teams and their internal environments using the ITIL model
• Provide support to Siemens ASP installers and Software Deliveries teams during Production Upgrade, Service Packs, and Hardware Migration events
• Experience with CA Automation(Orchestration) used to build net-new internal environments, application installs, internal upgrades and service packs, and customer upgrades and service packs
• Provide support with general administration for virtual servers hosted on VMWare using VSphere Client.

• Perform troubleshooting of Citrix connectivity issues and various published applications
• Build published applications for several applications
• Experience using CA-Unicenter to deploy OS images and build servers according to application specific requirements and needs in ASP environment
• Coordinated change management activities with external customers and across corporate groups; managed and executed Beta and GA software changes for multiple applications
• Responsible for the scheduling and apply of MS Security patches, 3rd party software updates, and maintenance of multiple Infrastructure and ASP retail environment servers
• Work with IT Architects to develop, test, and implement hardware and software project plans
• Guided over 75 projects within a matrixed team environment to successful conclusion
• Required Skills: System Administration skills with Windows Server 2000, 2003, and 2008, and VMWare, Clustering, Active Directory, IIS, and SQL Server implementation and maintenance.

• Provided first level Interface Support for all Siemens customers
• Diagnose and repair software problems for all Siemens Health Services products and systems
• Coordinated support for hardware and software problems from initial open through resolution to ensure a high level of customer satisfaction
• Conducted problem analysis, researched possible solutions and developed solutions to meet immediate customer needs
• Provided first level support for multiple Siemens Clinical and Financial application suites as a member in a fast paced, 24x7 support environment
• Conducted Network troubleshooting with the customer and the Network Operations Center to resolve various connectivity issues.