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Nicholas Portillo

@nicholasportillo

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Former Sr. Manager of Customer Care at GHX, I have led international teams to help improve customer outcomes.

United States

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What I'm looking for

I'm seeking a leadership position with a company that values its people and is growth oriented.

At Global Healthcare Exchange (GHX), I managed a 10-person support analyst team across India and the U.S. and consistently achieve 100% positive CSAT from customers. I also assist with customer upgrades and quarterly business reviews.

At Syft (acquired by GHX), I managed a 27-person QA product testing team and helped reduce bug escapes by over 50% in my first six months. I co-led customer business reviews, project managed upgrades, and completed RFP forms for potential customers.

Earlier, I supported healthcare software implementations and systems, including LabVantage, BRAIN, SynergyTrak, and laboratory systems. I hold an MBA from Eastern New Mexico University and am seeking a leadership position with a company that values its people and is growth oriented.

Experience

Work history, roles, and key accomplishments

Current

Sr. Manager Customer Care

Current

Global Healthcare Exchange (GHX)

Jan 2022 - Present (4 years 8 months)

Manage a multi-national team of 10 support analysts, consistently achieving 100% positive CSAT. Assist with customer upgrades and quarterly business reviews, and developed a skill matrix for team growth.

Customer Support CSAT Team Management Skills Matrix Customer Upgrades Business Reviews

Senior Director of QA and Customer Success

Syft

Jan 2020 - Jan 2022 (2 years)

Managed a multi-national team of 27 QA product testers, defined QA best practices, and reduced bug escapes by over 50% in the first 6 months. Co-led quarterly business reviews, project managed customer upgrades, and completed RFP forms.

QA Customer Success Team Management Bug Reduction RFP Project Management Business Reviews

Director of DevOps

Syft

Jan 2019 - Jan 2020 (1 year)

Established clear communication channels between developers, product, QA, and sales. Managed a U.S. based team of 3 QA product testers, defined best-practice processes for internal communications, and performed product sales demonstrations.

DevOps Communication Skills Team Management QA Sales Presentations

Research Systems Analyst II

Moffit Cancer Center

Jan 2018 - Jan 2019 (1 year)

Led the support and growth strategy for LabVantage and BRAIN softwares. Met with key stakeholders to establish enhancement request requirements and participated in daily scrum meetings.

LabVantage LIMS Brain Stakeholder Management Scrum Requirements Gathering

Implementation Analyst

Management Health Solutions

Jan 2016 - Jan 2018 (2 years)

Responsible for full spectrum implementations including business analysis, workflow optimization, project management, and software delivery. Successfully implemented clinical software at St. Francis hospital and co-led an implementation for the University of Michigan.

Implementation Business Analysis Workflow Optimization Project Management Clinical Software

Enterprise Applications Analyst

Synergy Health

Jan 2014 - Jan 2016 (2 years)

Responsible for implementation, analysis, support, and development of SynergyTrak instrument tracking software. Managed transition of over 6 hospitals to one off-site sterile processing facility, developed training materials, and provided hands-on training.

SynergyTrak Implementation Training SQL business process flow diagrams

Lab/Mic/TQC Systems Analyst II

Soft Computer Consultants

Jan 2010 - Jan 2014 (4 years)

Provided front-line support for Lab, Micro, Total QC, and Security Management softwares. Specialized in EHR setup, billing reports, and Rule Based Systems calculations, and assisted customers with meaningful use certification.

Electronic Health Records (EHR)Billing Rule Based Systems Lab Micro Total QC Security Management

Education

Degrees, certifications, and relevant coursework

Eastern New Mexico University

Master of Business Administration, Business Administration

Grade: Magna Cum Laude - 3.9 GPA

Graduated with a Master of Business Administration, graduating Magna Cum Laude with a 3.9 GPA.

CompTIA

A+ Certification, Computer Hardware/Software

Earned the A+ Computer Hardware/Software Certification, renewed every 3 years.

University of South Florida

Bachelor of Science, Biomedical Sciences

Earned a Bachelor of Science in Biomedical Sciences.

United States Navy Reserve

Electronics Technician, Electronics

2003 - 2009

Activities and societies: Attended Merchant Marine Academy for Fiber Optic Cabling concepts course; worked at European Central Command (Germany) to establish an MS Access doc database; honorably discharged at contract end; received Admiral's Award for superior performance of duties from Rear Admiral Mark Kenny.

Served as an Electronics Technician, progressing from Seaman to Petty Officer 2nd Class and receiving an Admiral's Award.