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JAMES T. HARTFORD JR
279 West Fifth Street
Boston, MA 02127
w(781-862-9002) h(617-269-1776)
Email: Jacob1967@hotmail.com
Objective: Seekinganon-managerial opportunityasanexperiencedcustomerservice professionalto
utilize myyearsof provenexperience andhighlevel of workethic. Ihave workedinmanyroleswithina
supportorganizationandfeel Icanapplythese skillstoanysituationwhilelearningandbuildingmy
skillsinventory. Customeris kingandnothingbringsme more satisfaction thanbeingable toresolve
eventhe mostdifficultof situationsandhavingcontactwithina customerservice capacity.
Professional Employment:
SiemensPLMMOM NA, Inc. LexingtonMA.
February 2015-Present
 Memberof integrationteam, coordinatingandmovingCRMandKnowledge base
systemstoSiemensTAC(CRM) as well Aspect(Phone Queue) systems.
 Continue incapacityasmanager of group,assistingtheminthe transition.
 Continue tobe an escalationresource for customerandProductSupportRelated
Issues
 Continue tomentorandtrain SupportTechnicianinprocessandproductfunctional
features
 AssistTechnical Serviceswithhostedservice environmentinmaintainingand
Priority1 tickets
 Continue tobe the primaryFAQ/Technical DocumentWriter, postedforCustomer
to use for self-help
 Work withMOM segmentmanagementteamindevelopingProductSpecificTerms
and unifyingprocessesacrossMOMProductofferings.
 Work withMOM segmentteaminrecommendchangestoTACand Aspectqueue
systemtomeetneedsoff customerspecific terms.
 Wrote and maintainbridge processesduringthe transitionperiodbetweenoldand
newinfrastructures.
 AssistSales,AccountingandMSRs(ContractManagement) inhandlingerrorswith
regardsto contracts management/maintenancerenewals.
 Involvedinproductreleaseprocessandstagingforcustomerdownload.
 InvolvedwithProductManagementwithregardstoDesigninputforfuture.
Enhancements. Integral inprovidingthe customerperspectiveasitrelatesto
currentfeature change requestandnew feature additions. Organizedesigninput
for DesignReviewtriagesbase onseveral criteria.
 Monitorand reviewkeyperformanceindexesaswell andreviewandrespondto
customercommentsassolicitedfromourissue surveys.
2
 AssistSupportAnalystsindealingwithcustomerthatare ITARcompliant.
 Available tohandle critical customerissuesafterhoursasnecessary.
 Continue tomanage incoming issuesqueue aswell asindividuallycontribute by
handlingincomingissue directly.
IBS America, Inc. Lexington,MA.
June 2002- February 2105
Technical Support Manager:
 Managed all activitiesrelatedtothe Technical SupportDepartment
 Hired10 supportanalystovera 13 year period.
 Mentoredandtrained supportanalyststoprovide assistance forover500 hundred
active maintenance customers. Guidedthemindevelopingandmaintain long-term
customerrelationships.
 Supportisprovided for3 product lines (CompliantPro,QSISystem, andQSIReports).
These products aidcustomersinachievingelectroniccompliance inareassuchas:ISO
9000, 9000a, 18000, 14000, and FDA compliance standards.
 Proactively,overseedepartmentqueue toensure customerexpectationsare beingmet
basedon contractedSLA.
 LiaisonbetweenCustomerSupportandProductDevelopment/QualityAssurance. Assist
indevelopinganddocumentingsoftware bugs,documentedwork-around(s) andsetting
queue priority. Gate keeperforall submittedProductNCMRs(non-conformance)
designenhancementsuggestionsandtechnical bulletins.
 Provide andrecommendstepsforissue resolution,testforproblemreproducibility.
Assistthe analystduringaschedule WebEx sessionstoresolve the customerissues as
required.
 Developed,implementedandmaintainedsupportprocesseswhichgovernthe customer
supportdepartment’sdailyactivities. These processesare the connective tissue
betweencustomerandthe supportorganizationaswell asinternal bridgesbetween,
ProductDevelopment,ProductManagement,Implementationservices,Contracts
Management,Salesandmarketing,andTechnical services. These processesare integral
inguidingthe SupportDepartmenttosucceedinpromotingcustomersuccess.
 Involveddirectlywith the ProductManagementDesignenhancementreview team. This
teamis comprisedof membersof Development,Implementation ServicesandProduct
Management. Proctoredandconductedperiodicmeetingstoreview customerdesign
enhancementinput. These designlevel suggestionsare prioritized, evaluatedandthen
queued forfuture productdevelopmenttobe includedinthe PRD.
 Developed,implementedandconducteda quarterlycustomersatisfactionsurvey. This
surveyisconductedtogather keymetrics toensure customerneedsare beingmetas
described indepartmentSLA. Keymetricsbeingmeasuredare:Time toResponse,Time
to closure,Professionalism, Technical Skill andoverall customersatisfaction. These
metricsare presentedtomembersof seniormanagementduringregularlyschedule
managementreviewmeetings andaswell duringourannual external surveillance audit
to maintainISO9001 certification. Thisisone of my crowingaccomplishmentsasIhave
beenable tomaintainyearafteryeara customersatisfactionrating of over90%,most
recentbeing95%.
3
Otherkeymetricsmonitoredare:call volumes,implementationsuccessandcustomer
loyalty.
 In additiontomanagingthe department,Imaintainarole asan individual contributor.
Overseeingthe departmental queue,Iwouldprovide suggestionsandsolutionsaswell
as handle incomingissuesmyself. I playthe role of both2nd
and thirdtierescalation
levels.Allissuesare reviewed,approvedand closedbyme.
 Enhance and maintainahome growncustomertrackingand defectmanagement
system. Thisconsistsof three LotusNotesapplicationswhichare linedtogether
providingcompletetraceabilityfrom: initiatedissue report,tonon-conformitiesand
customersubmittedenhancementrequests.
 MaintainedandenhancedCustomerSupportWebsite.
 Ensure deliveryof newproductrelease andreleaserelateddocumentation toexisting
and newcustomerbase.
 As calledupon,Iassistintestingproductduringthe QualityAssurance phase of a
productrelease.
 As calledupon,IassistSalesandMarketingduringthe sellingprocessasitrelatesto
CustomerSupport SLA,currentsatisfactionlevels andaswell productknowledge.
 AssisttrainerswithinImplementationserviceswhenonengagementswithcustomers.
 DevelopedBETA programand managedinitiatedprocess.
 DevelopedandmaintainedTechnical Knowledgedatabase. Involvedinwritingtechnical
contentforover 1500 How To andFAQ documents.These documentsassistcustomers
and internal supportandtrainingpersonnel inresolvingissues/questions.
 Assistthe QualityManagementRepresentative incorrectingissueswithinthe IBS
QualityManagementsystemasrequired. Actas escalationpointforDocumentControl
processes,corrective actions andnon-conformances. Ascalledupon,assistininternal
auditsas an internal auditorinpreparationof the externalsurveillanceaudit. Wasan
integral partin achievingISO9001 registrationandmaintainingit consecutively each
Year. CustomerSupportisconsistentlycalledupontoprovide service level data.
 Currentlyinvolvedinthe integrationprocessbetweenIBSAmericaCustomerSupport
and the Siemen’sPLMSupportgroup.
 Contributorinannual customeruserforum.
 Solicitandprovide solidcustomerreferencestobe used byIBSSalesandMarketing
 Receivedmanylettersof recognitionforexceedingcustomerexpectations
 At special requestof the IBSProductMarketinggroup,onJanuary 13th
, presentedan
impromptuWebTV presentationforQualityDigest. Thistopiccoveredthe importance
of productlabelinganditstie tocompliance. See following:
https://www.youtube.com/watch?v=ZevABOpt0JE
Quality SystemInternational,Inc
January 1999-May 2002
Front Line Technical Support Supervisor:
4
 Managed the day-todayactivitiesof the front-lineTechnical SupportDepartment
 Overseenhiring,traininganddevelopmentof supportresources
 Wrote and ImplementedSupportProcessesfromthe highestandmostfinite levels
 Implementedandmaintainedthe telephonequeuingsystem
 DevelopedandmanagedBETA process
 Supportedthe LotusNotesbased QSISystem
 AssistedinQA testing duringproductreleasephase
 CompletedLotusNotesAdministration1and 2 Training
 CompletedLotusNotesDesignertraining
Quality SystemsInternational,Incc.
January 1998-April 2002:
Technical Support Analyst:
 Trainedonthe QSISystemforCompliance Manage
 Supportedthe breadthof the ProductSuite (System9000, 9000a and 14000)
 SupportedLotusNotesatNotesClientandthe AdministrativeandDesignclient
levels
August 1994-December 1998:
PilotSoftware, Cambridge,MA
March 1997-December 1998:
Product Integrator (Project Leader):
 Managed the Data Miningprojectat the integrationlevel
 Createdandupdatedtestplansas needed
 Monitoredday-to-dayprocessesfortestingexistingandadditional functionality
 Managed consultantsusedforproductvalidationof DiscoveryServer,DataMining
Tool
August 1994-February 1997
Technical Support Engineer:
 Providedday-to-daytechnical supportusingthe PilotDecisionSupportSuit(OLAP)
 AssistedInternalTrainingasaninstructorfor SalesEngineer’sand Consultants
 Contributed
 Scheduledforovernightsupportonperiodicbasis
 Participatedinroll-outand of call trackingsystem
 Participatedinthe roll-outof QSISystemforcompliance management
 Assistedinprovidinginputfordepartmental processes
 Participatedininternal auditingtoachieve ISO9001 certification
RequiredKnowledge:
5
 PilotAnalysisServer: Multi-Dimensional OLAPEngine
 Supportedmultiple configurations:clientorclient/serverconnectivity
Special Achievements:
 Receivedanumberof awardsrangingfromMost Valuable TeamPlayerperiodic
bonusesinrecognitionof myaccomplishments
 Contributedwork-around(s) andnew ideastobettermanage keyactivitiesand
promote the successof the group
 Workedon numerousproductmanagementteams comprisedof resourcesfrom
Development,Integration,DocumentationandMarketing.
 Helpedtoenhance CRMtool withfeaturesthathelpedtosave time in
documentingcall reports.
 Wrote processdocumentationtoassisttechnical supportengineersinusingthe
CRM tool
February 1993- July 1994
PlatinumSoftware, Laguna Beach,CA.
Technical Representative:
 SupportedaFinancial andAccountingSoftware application.
 Managed the Payroll module
 CreatedinterimpatchesandaddednecessaryState andFederal Tax table
updates.
 Supportedvariousaccountingmodules:GI,AP,AR,PO,Payroll andSystem
Manager.
November1984-January 1993
The Stop & ShopCompanies,Inc. Quincy, MA 02169
Junior Location Research Analyst:
 Workedwithgravitymodelingtodeterminepotential marketshare fora
particularmarketsegment.
 DevelopedprogramsinSASthatwere usedto readsurveyeddatafor
demographicanalysisandappliedresultstothe correspondingmarket
segments.
 Workedon annual share of marketreport foreach of the 118 stores whichwas
usedduringannual operationsmeeting.
Education:
SuffolkUniversityBoston,MA.
BSBA inManagement/Finance,May1991
Skills:
XML
Apache Tomcat
6
Apache Directory Server
8.5 Domino Server
8.5 Domino Administrator
SQL ManagementClient
Remote Desktop Manager
Hyper Visor Management
AD
Lotus NotesDomino Directory
JVM
Jconsole Resource Monitor
MS Office
Browsers: IE, Chrome Fire Fox
LBE AD Browser Tool
ApplicationsSupported:
CompliantPro--aWebBasedcompliance managementsoftware application. Thisisusedfordocument
managementactivitiessuchasDocumentControl,CAPA (corrective actions,non-conformances,
customercomplaintsandactionitems) Assessments,MasterData,TrainingandQualification,
Environmental ManagementandHealth,FDA andSafetyManagement. Thistool ishighlyconfigurable
and allowforthe mostadvancedusersto developthe applicationassuitstheirorganization’sneeds.
QSI System—Documentmanagementsystemwhichisanoutof the box application. Thisis developed
inLotus Notes. Thiscoversindustrystandardssuchas: ISOS9000, S9000a, 14000, 18000 and FDA.
QSI Reports—OLAPtool developedinLotusNotes. Thisisa reportingtoolsusedtocomplimentthe QSI
Systemandassistmanagersinrecognizingtrendsandimplementingcontinuousimprovement
measures. Thistool can be usedforany Lotus Note relateddatabase.

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JTH_Resume_2017_posted

  • 1. 1 JAMES T. HARTFORD JR 279 West Fifth Street Boston, MA 02127 w(781-862-9002) h(617-269-1776) Email: Jacob1967@hotmail.com Objective: Seekinganon-managerial opportunityasanexperiencedcustomerservice professionalto utilize myyearsof provenexperience andhighlevel of workethic. Ihave workedinmanyroleswithina supportorganizationandfeel Icanapplythese skillstoanysituationwhilelearningandbuildingmy skillsinventory. Customeris kingandnothingbringsme more satisfaction thanbeingable toresolve eventhe mostdifficultof situationsandhavingcontactwithina customerservice capacity. Professional Employment: SiemensPLMMOM NA, Inc. LexingtonMA. February 2015-Present  Memberof integrationteam, coordinatingandmovingCRMandKnowledge base systemstoSiemensTAC(CRM) as well Aspect(Phone Queue) systems.  Continue incapacityasmanager of group,assistingtheminthe transition.  Continue tobe an escalationresource for customerandProductSupportRelated Issues  Continue tomentorandtrain SupportTechnicianinprocessandproductfunctional features  AssistTechnical Serviceswithhostedservice environmentinmaintainingand Priority1 tickets  Continue tobe the primaryFAQ/Technical DocumentWriter, postedforCustomer to use for self-help  Work withMOM segmentmanagementteamindevelopingProductSpecificTerms and unifyingprocessesacrossMOMProductofferings.  Work withMOM segmentteaminrecommendchangestoTACand Aspectqueue systemtomeetneedsoff customerspecific terms.  Wrote and maintainbridge processesduringthe transitionperiodbetweenoldand newinfrastructures.  AssistSales,AccountingandMSRs(ContractManagement) inhandlingerrorswith regardsto contracts management/maintenancerenewals.  Involvedinproductreleaseprocessandstagingforcustomerdownload.  InvolvedwithProductManagementwithregardstoDesigninputforfuture. Enhancements. Integral inprovidingthe customerperspectiveasitrelatesto currentfeature change requestandnew feature additions. Organizedesigninput for DesignReviewtriagesbase onseveral criteria.  Monitorand reviewkeyperformanceindexesaswell andreviewandrespondto customercommentsassolicitedfromourissue surveys.
  • 2. 2  AssistSupportAnalystsindealingwithcustomerthatare ITARcompliant.  Available tohandle critical customerissuesafterhoursasnecessary.  Continue tomanage incoming issuesqueue aswell asindividuallycontribute by handlingincomingissue directly. IBS America, Inc. Lexington,MA. June 2002- February 2105 Technical Support Manager:  Managed all activitiesrelatedtothe Technical SupportDepartment  Hired10 supportanalystovera 13 year period.  Mentoredandtrained supportanalyststoprovide assistance forover500 hundred active maintenance customers. Guidedthemindevelopingandmaintain long-term customerrelationships.  Supportisprovided for3 product lines (CompliantPro,QSISystem, andQSIReports). These products aidcustomersinachievingelectroniccompliance inareassuchas:ISO 9000, 9000a, 18000, 14000, and FDA compliance standards.  Proactively,overseedepartmentqueue toensure customerexpectationsare beingmet basedon contractedSLA.  LiaisonbetweenCustomerSupportandProductDevelopment/QualityAssurance. Assist indevelopinganddocumentingsoftware bugs,documentedwork-around(s) andsetting queue priority. Gate keeperforall submittedProductNCMRs(non-conformance) designenhancementsuggestionsandtechnical bulletins.  Provide andrecommendstepsforissue resolution,testforproblemreproducibility. Assistthe analystduringaschedule WebEx sessionstoresolve the customerissues as required.  Developed,implementedandmaintainedsupportprocesseswhichgovernthe customer supportdepartment’sdailyactivities. These processesare the connective tissue betweencustomerandthe supportorganizationaswell asinternal bridgesbetween, ProductDevelopment,ProductManagement,Implementationservices,Contracts Management,Salesandmarketing,andTechnical services. These processesare integral inguidingthe SupportDepartmenttosucceedinpromotingcustomersuccess.  Involveddirectlywith the ProductManagementDesignenhancementreview team. This teamis comprisedof membersof Development,Implementation ServicesandProduct Management. Proctoredandconductedperiodicmeetingstoreview customerdesign enhancementinput. These designlevel suggestionsare prioritized, evaluatedandthen queued forfuture productdevelopmenttobe includedinthe PRD.  Developed,implementedandconducteda quarterlycustomersatisfactionsurvey. This surveyisconductedtogather keymetrics toensure customerneedsare beingmetas described indepartmentSLA. Keymetricsbeingmeasuredare:Time toResponse,Time to closure,Professionalism, Technical Skill andoverall customersatisfaction. These metricsare presentedtomembersof seniormanagementduringregularlyschedule managementreviewmeetings andaswell duringourannual external surveillance audit to maintainISO9001 certification. Thisisone of my crowingaccomplishmentsasIhave beenable tomaintainyearafteryeara customersatisfactionrating of over90%,most recentbeing95%.
  • 3. 3 Otherkeymetricsmonitoredare:call volumes,implementationsuccessandcustomer loyalty.  In additiontomanagingthe department,Imaintainarole asan individual contributor. Overseeingthe departmental queue,Iwouldprovide suggestionsandsolutionsaswell as handle incomingissuesmyself. I playthe role of both2nd and thirdtierescalation levels.Allissuesare reviewed,approvedand closedbyme.  Enhance and maintainahome growncustomertrackingand defectmanagement system. Thisconsistsof three LotusNotesapplicationswhichare linedtogether providingcompletetraceabilityfrom: initiatedissue report,tonon-conformitiesand customersubmittedenhancementrequests.  MaintainedandenhancedCustomerSupportWebsite.  Ensure deliveryof newproductrelease andreleaserelateddocumentation toexisting and newcustomerbase.  As calledupon,Iassistintestingproductduringthe QualityAssurance phase of a productrelease.  As calledupon,IassistSalesandMarketingduringthe sellingprocessasitrelatesto CustomerSupport SLA,currentsatisfactionlevels andaswell productknowledge.  AssisttrainerswithinImplementationserviceswhenonengagementswithcustomers.  DevelopedBETA programand managedinitiatedprocess.  DevelopedandmaintainedTechnical Knowledgedatabase. Involvedinwritingtechnical contentforover 1500 How To andFAQ documents.These documentsassistcustomers and internal supportandtrainingpersonnel inresolvingissues/questions.  Assistthe QualityManagementRepresentative incorrectingissueswithinthe IBS QualityManagementsystemasrequired. Actas escalationpointforDocumentControl processes,corrective actions andnon-conformances. Ascalledupon,assistininternal auditsas an internal auditorinpreparationof the externalsurveillanceaudit. Wasan integral partin achievingISO9001 registrationandmaintainingit consecutively each Year. CustomerSupportisconsistentlycalledupontoprovide service level data.  Currentlyinvolvedinthe integrationprocessbetweenIBSAmericaCustomerSupport and the Siemen’sPLMSupportgroup.  Contributorinannual customeruserforum.  Solicitandprovide solidcustomerreferencestobe used byIBSSalesandMarketing  Receivedmanylettersof recognitionforexceedingcustomerexpectations  At special requestof the IBSProductMarketinggroup,onJanuary 13th , presentedan impromptuWebTV presentationforQualityDigest. Thistopiccoveredthe importance of productlabelinganditstie tocompliance. See following: https://www.youtube.com/watch?v=ZevABOpt0JE Quality SystemInternational,Inc January 1999-May 2002 Front Line Technical Support Supervisor:
  • 4. 4  Managed the day-todayactivitiesof the front-lineTechnical SupportDepartment  Overseenhiring,traininganddevelopmentof supportresources  Wrote and ImplementedSupportProcessesfromthe highestandmostfinite levels  Implementedandmaintainedthe telephonequeuingsystem  DevelopedandmanagedBETA process  Supportedthe LotusNotesbased QSISystem  AssistedinQA testing duringproductreleasephase  CompletedLotusNotesAdministration1and 2 Training  CompletedLotusNotesDesignertraining Quality SystemsInternational,Incc. January 1998-April 2002: Technical Support Analyst:  Trainedonthe QSISystemforCompliance Manage  Supportedthe breadthof the ProductSuite (System9000, 9000a and 14000)  SupportedLotusNotesatNotesClientandthe AdministrativeandDesignclient levels August 1994-December 1998: PilotSoftware, Cambridge,MA March 1997-December 1998: Product Integrator (Project Leader):  Managed the Data Miningprojectat the integrationlevel  Createdandupdatedtestplansas needed  Monitoredday-to-dayprocessesfortestingexistingandadditional functionality  Managed consultantsusedforproductvalidationof DiscoveryServer,DataMining Tool August 1994-February 1997 Technical Support Engineer:  Providedday-to-daytechnical supportusingthe PilotDecisionSupportSuit(OLAP)  AssistedInternalTrainingasaninstructorfor SalesEngineer’sand Consultants  Contributed  Scheduledforovernightsupportonperiodicbasis  Participatedinroll-outand of call trackingsystem  Participatedinthe roll-outof QSISystemforcompliance management  Assistedinprovidinginputfordepartmental processes  Participatedininternal auditingtoachieve ISO9001 certification RequiredKnowledge:
  • 5. 5  PilotAnalysisServer: Multi-Dimensional OLAPEngine  Supportedmultiple configurations:clientorclient/serverconnectivity Special Achievements:  Receivedanumberof awardsrangingfromMost Valuable TeamPlayerperiodic bonusesinrecognitionof myaccomplishments  Contributedwork-around(s) andnew ideastobettermanage keyactivitiesand promote the successof the group  Workedon numerousproductmanagementteams comprisedof resourcesfrom Development,Integration,DocumentationandMarketing.  Helpedtoenhance CRMtool withfeaturesthathelpedtosave time in documentingcall reports.  Wrote processdocumentationtoassisttechnical supportengineersinusingthe CRM tool February 1993- July 1994 PlatinumSoftware, Laguna Beach,CA. Technical Representative:  SupportedaFinancial andAccountingSoftware application.  Managed the Payroll module  CreatedinterimpatchesandaddednecessaryState andFederal Tax table updates.  Supportedvariousaccountingmodules:GI,AP,AR,PO,Payroll andSystem Manager. November1984-January 1993 The Stop & ShopCompanies,Inc. Quincy, MA 02169 Junior Location Research Analyst:  Workedwithgravitymodelingtodeterminepotential marketshare fora particularmarketsegment.  DevelopedprogramsinSASthatwere usedto readsurveyeddatafor demographicanalysisandappliedresultstothe correspondingmarket segments.  Workedon annual share of marketreport foreach of the 118 stores whichwas usedduringannual operationsmeeting. Education: SuffolkUniversityBoston,MA. BSBA inManagement/Finance,May1991 Skills: XML Apache Tomcat
  • 6. 6 Apache Directory Server 8.5 Domino Server 8.5 Domino Administrator SQL ManagementClient Remote Desktop Manager Hyper Visor Management AD Lotus NotesDomino Directory JVM Jconsole Resource Monitor MS Office Browsers: IE, Chrome Fire Fox LBE AD Browser Tool ApplicationsSupported: CompliantPro--aWebBasedcompliance managementsoftware application. Thisisusedfordocument managementactivitiessuchasDocumentControl,CAPA (corrective actions,non-conformances, customercomplaintsandactionitems) Assessments,MasterData,TrainingandQualification, Environmental ManagementandHealth,FDA andSafetyManagement. Thistool ishighlyconfigurable and allowforthe mostadvancedusersto developthe applicationassuitstheirorganization’sneeds. QSI System—Documentmanagementsystemwhichisanoutof the box application. Thisis developed inLotus Notes. Thiscoversindustrystandardssuchas: ISOS9000, S9000a, 14000, 18000 and FDA. QSI Reports—OLAPtool developedinLotusNotes. Thisisa reportingtoolsusedtocomplimentthe QSI Systemandassistmanagersinrecognizingtrendsandimplementingcontinuousimprovement measures. Thistool can be usedforany Lotus Note relateddatabase.