Krysta Scharlach

Experience

• 

  AOL

  Nov 1997 - Apr 2016

  Quality Assurance Lab Manager

  Progressive career beginning in entry level inbound sales and driving upstream from Tech Support to QA and Development. Built and maintained a high-tech test lab to support AOL’s multiple internet properties and applicationsDeveloped and implemented a mobile development lab with simple check out procedures, tracking and reporting which was scaled upwards throughout the entire company. Tested and identified wearable peripherals in their early stages to determine if they were relevant to overall company strategy. Developed customized matrices to focus trends in mobile and desktop testing; tracked and analyzed equipment usage as well as web and consumer trends to identify and budget for new device purchasesSupervised testing efforts and led UAT sessions for new products to train and mentor non-technical users on process and documentation of issues. Show less

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  Avizia

  Jun 2016 - Jan 2019

  Responsibilities include:Management of Onsite SupportEyes-On-Glass Fleet MonitoringTelemedicine Cart DeploymentPartner TrainingTier 3 Customer Support Internal Escalation of Customer Issues Telemedicine Hardware Support specialist responsible for troubleshooting advanced telemedicine collaboration equipment. Specializing in video conferencing hardware, wireless networking, telemedicine peripherals, and integration in hospitals and clinics of all sizes. Responsible for developing training for partner teams, onsite support and advocating for customer needs to internal escalation teams.

  • Technical Services Manager

    Jul 2018 - Jan 2019

  • Senior Support Engineer

    Jun 2016 - Jul 2018
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  American Well

  Jul 2018 - now

  Responsible for leading the best team in Telehealth Support. We work with customers throughout their Telemedicine journey to ensure they are successful and that their technology works, especially when they need it most. Management of Onsite SupportEyes-On-Glass Fleet MonitoringTelemedicine Cart DeploymentPartner TrainingInternal Escalation of Customer Issues

  • Director, Hospital Support

    Jan 2019 - now

  • Technical Services Manager

    Jul 2018 - Jan 2019