Mike Burris - References - Jennifer Maul

To the prospective employer of Mike Burris:

I worked with Mike for several years at Sunquest in the Interface Support team.  Mike played a senior role in the 10-person team, where he solved the toughest problems that came our way from a very demanding set of hospital customers.  At the time we worked together, Sunquest had over 500 customers each with complex interfaces for ADT, order entry, and results.  The interfaces were connected to name-brand HIS systems like SMS, McKesson, and the like.  Mike was part of the turnaround team for Interface Support, who accomplished the following:

• Through new call management processes, workflow/tool improvements, and morale boosters, revitalized 9-member team. 
• Increased customer satisfaction by 12% within 20 months. 
• Implemented 'Task Rotation' which increased weekly incident closure rate by 22% in 6 months and decreased call backlog by 52%.
• Developed and facilitated team's comprehensive teaching agenda for annual Sunquest Users' Group meeting

Mike was an outstanding contributor on the team in terms of call resolution, low cycle time, and customer satisfaction.  He was often mentioned by name in customer satisfaction surveys.  In addition, Mike developed an automated migration/upgrade tool which ported customers from one release to the next by programmatically updating the underlying configuration settings, replacing a labor-intensive manual process.

I've known Michael most of my professional life, over 15 years.  I admire his ability to get the job done right for the customer, his insatiable appetite to learn new things, and his thoughtful approach to life.  I would hire Michael again in a heartbeat - he will be a great asset to SCI.

Best regards,

Jennifer Maul
SVP, Vendavo Global Solution Delivery
[email protected]
650-960-4402