Josh Moncrief

Application Operations Lead

VaxCare

Dec 2023 - Current (2 years 11 months)

• Leadership and Team Management: Oversaw the Application Operations team, driving Tier 2 application support, incident management, and process standardization for internal and external applications.
• Process Improvement: Identified inefficiencies and implemented repeatable solutions, enhancing operational workflows and team performance.
• Incident Management: Owned and executed the incident management framework, defining severity, assessing priority, and driving resolution with clear communication and tracking.
• Stakeholder Collaboration: Partnered with Product Managers, Development Leads, and CTO to align on goals, address concerns, and ensure seamless customer and stakeholder communication.
• Team Development: Facil

Payment Operations Specialist

VaxCare

Sep 2023 - Dec 2023 (4 months)

• Customer and Internal Support: Acted as an advocate for both internal and external customers by addressing production issues and coordinating closely with Customer Care, RCM, and PSM teams.
• Incident Management: Tracked, reported, and prioritized incidents, providing clear visibility into system health and collaborating with development teams for resolutions.
• Data Triage and Analysis: Leveraged tools like SQL, SSRS, and Application Insights to research and resolve data-related issues, ensuring accurate claim and billing configurations.
• Process Maintenance: Performed manual data maintenance tasks such as correcting claims, patient data, and configuring insurance or billing fields to meet customer needs.
• Automatio

Operations Project Manager

VaxCare

Jun 2022 - Sep 2023 (1 year 4 months)

• Collaborated with Integrations Team and Leadership: Partnered with the Integrations team, business stakeholders, and leadership to oversee and track new integrations with Electronic Medical Records (EMRs) and State Registries, ensuring seamless implementation and compliance.
• Performance Tracking and Reporting: Monitored team performance metrics, conducted trend analyses, and regularly reported major issues and insights to leadership, facilitating data-driven decision-making and continuous improvement.
• Issue Escalation and Resolution: Managed issue escalations within the Integrations space, coordinating cross-functional efforts to resolve challenges promptly and maintain operational efficiency.
• Process Organization and

Interfaces Operations Specialist

VaxCare

Feb 2021 - Jun 2022 (1 year 5 months)

• Orchestrated customer go-lives by facilitating data extractions from their EHR systems and validating data integrity.
• Diagnosed and solved customer integration issues as they Ariosto, using a primary toolset of SQL Server, Microsoft Azure Application Insights and iNTERFACEWARE Iguana integration engine.
• Clearly communicated project and issue status and expectations to internal and external stakeholders.
• Established effective customer and vendor relationships, always respectful yet able to influence to successful outcomes.
• Worked with VaxCare Interfaces team (developers, product, QA, ops), vendors and external stakeholders to establish achievable implementation plans, then executed plans to meet targets.
•

Site Reliability Coordinator

JobNimbus

Nov 2020 - Feb 2021 (4 months)

● Developed and documented processes around site reliability domains: incident management, DataDog monitors, and CI/CD (Jenkins) pipeline jobs.
● Maintain, admin, and document processes surrounding DataDog, OpsGenie, and other Ops specific systems.
● Minor coding/scripting in Groovy / Jenkins / JS.
● Analyzes and updates development and operations monitors to better maintain site uptime and resilience.
● Act as an interdepartmental POC for outages, regressions, and downtime.
● Provide general testing for changes made in the upstream pipeline for DevOps prior to being rolled out to development or production environments.

Data Integration Specialist

JobNimbus

Nov 2019 - Nov 2020 (1 year 1 month)

● Meet with clients or management to understand data migration requirements and needs
● Strategize and plan an entire project, including moving the data and converting content as necessary, while considering risks and potential impacts
● Audit existing data systems and deployments and identify errors or areas for improvement
● Cleanse or translate data so that it can be effectively moved between systems, apps, or software
● Oversee the direct migration of data, which may require minor adjustments
● Test the new system after the migration process as well as the resulting data to find errors and/or points of corruption
● Document everything from the strategies used to the exact migration processes put in place—in

Business Analyst

JobNimbus

Mar 2019 - Nov 2019 (9 months)

Engaged with the product and development teams to understand planned and newly developed functionality, acting as the subject matter expert internally and for end users. Supported the internal organization by providing processes and content for technical documentation to support the training and education of our internal staff and end users.  
Acted as the primary liaison and lead for internal automations processes (Zapier) and partners integration requests (API). Personally tested and escalated issues found in a tier 4/5 support position and provided general guidance for troubleshooting and resolving issues outside the normal scope of technical customer support. Oversaw and/or participated in the project management of partner integrat

Project Manager

JobNimbus

Sep 2018 - Mar 2019 (7 months)

Managed the implementation and roll-out of third-party training and admin services solutions for the corporate company. Functioned as the primary Scrum Lead/Master for an interim period of 5 months. Provided general communication and scheduling facilitation between departments.  
Helped establish several business practices including Software Demo Piloting oversight, use of a task-based management system for organizing department and team workloads, and acted as the central POC for several internal projects. Additionally acted as the centralized POC for technical support requests regarding API integration requests.

Technical Specialist (Tier 3 Support)

JobNimbus

Mar 2018 - Sep 2018 (7 months)

Provided Tier 3 support for users experience issue with the JobNimbus CRM platform.
Diagnosed, facilitated and provided fixes for issues across multiple operating system (OS) platforms, web-browsers, and mobile operating systems including: Windows 7, Windows 8, Windows 10, Mac OS X (El Capitan, Sierra, High Sierra), iOS (9, 10, and 11), and Android (5.0 - 8.0).
Worked independently and as a member of a customer support team to resolve ongoing issues, address outages/service interruptions, cross-train with other team members, and provide internal expertise, as needed.
Provided internal/external documentation for ZenDesk Help Center for various topics on the use of the system, step-by-step guides, and general troubleshooting st

Technical Customer Support Representative (Tier 1 and 2 Support)

JobNimbus

Mar 2017 - Mar 2018 (1 year 1 month)

Provided Tier 1 and 2 support for users experience issue with the JobNimbus CRM platform.
Diagnosed, facilitated and provided fixes for issues across multiple operating system (OS) platforms, web-browsers, and mobile operating systems including: Windows 7, Windows 8, Windows 10, Mac OS X (El Capitan, Sierra, High Sierra), iOS (9, 10, and 11), and Android (5.0 - 8.0).
Worked independently and as a member of a customer support team to resolve ongoing issues, address outages/service interruptions, cross-train with other team members, and provide internal expertise, as needed.
Provided internal/external documentation for ZenDesk Help Center for various topics on the use of the system, step-by-step guides, and general troubleshoot

T

Support Technician

The Villages Technology Solutions Group

Jun 2016 - Mar 2017 (10 months)

Provided tier levels 1, 2, and 3 technology support in person and over the phone for software and
hardware.
Assisted with software and technology packages including: Google G Suite, Microsoft,
Educational Software, Windows 2007, Windows 2010.
Ensured the timely creation of Active Directory and Google Admin Console accounts.
Repaired and replaced laptop and chromebook internal parts: HDDs, SSDs, RAM,
motherboards, cards, screens, touchpads and keyboards.
Created internal training site for collaborative and enterprise use by teachers and staff within
the client site, encompassing training previously created and including newly created items.

PC Technician

Central Florida Health Alliance

Nov 2015 - Jun 2016 (8 months)

Troubleshoots multiple tiers of user errors and issues from a work order ticketing system.
Provided support for Windows (N, Mobile, XP, Vista, 7, 8, and 10), Android, OS X, and iOS.
Provided a range of support for installing, backing up, maintaining and installing Microsoft
applications (such as Office, Visio and Project), McKesson clinical systems,
eClinicalWorks, StarNavigator, Dragon Dictation, Mmodal, and other various software
programs relating to healthcare, billing, and general business.
Provided diagnostic services and repair for various peripheral devices including network
printers, pillow speakers, nurse call systems, and paging devices (Vocera).
Provided network technician functions such a

Helpdesk Technician

Central Florida Health Alliance

Jun 2015 - Nov 2015 (6 months)

Provided Tier 1 technical support for both the Leesburg Regional Medical Center and The Villages Hospital to end users, patients and doctors over the phone. Provided basic trouble shooting of issues regarding McKesson clinical systems, Windows 7 and 8 Operating Systems, and various other software suites. Provided general hardware troubleshooting for resolving printer issues physically, within CUPS, or shared within the Active Directory / Domain. Created, maintained and updated users, computers and groups within Active Directory. Utilized a ticketing system to escalate and queue issues regarding further troubleshooting and support. Performed user and system administration within various systems by creating and updating accounts and resetting

MSP Client Delivery Specialist

DCR Workforce

Jun 2013 - Jun 2014 (1 year 1 month)

Responsible for the capture of client needs, developing HRIS and workforce management solutions with business leaders, and conducting business meetings and training. Provided direct support to program managers, project managers and C-level executives as an internal “solutions” consultant. Ensured the timely delivery of full services offerings to meet client needs, at all costs.

On-Site Program Coordinator

DCR Workforce

Jun 2012 - Jun 2013 (1 year 1 month)

Served as primary point of contact and administrator of contract labor at client sites. Ensured the timely upkeep of filing, payroll, human resource needs, and corporate office support. Facilitated the on-boarding, off-boarding and full-life cycle maintenance of contract workers (W-2 and 1099). Acted as a primary point of contact for labor and job requisitions by client hiring managers.

Financial Management Technician

US ARMY

Mar 2006 - Sep 2011 (5 years 7 months)

Provided multiple levels of support in both garrison and war-time environments serving as a(n) payroll cashier, payroll clerk, AR/AP clerk, and systems administrator. Participated in additional duties / roles, as needed or as assigned, such as Ammo Handler, Driver, Combat Lifesaver, and Field Sanitation.

R

Legal Assistant / Courier

R Gregory Colvin LLC

Jul 2004 - Jan 2006 (1 year 7 months)

Provided filing, administrative, and phone support to the law office part-day and participated in the fetching and delivery of legal documents and payments from other law offices, courthouses, and clients.

About

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Josh Moncrief

About

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Behavioral traits