More than Just Lines on a Map: Best Practices for U.S Bike Routes
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.