Experience

Forest Lawn Memorial Parks and Mortuaries

• United States
• Individual and Family Services
• 300 - 400 Employee

• Senior Software Support Engineer

  • May 2021 - Present

  Address technical software and setup issues for users, technicians, and engineers. Develops technical solutions and perform troubleshooting activities. Implement workaround procedures when standard methods have failed to ensure issues are addressed as quickly as possible. When necessary, escalates urgent problems to vendor support or internal resources. Address technical software and setup issues for users, technicians, and engineers. Develops technical solutions and perform troubleshooting activities. Implement workaround procedures when standard methods have failed to ensure issues are addressed as quickly as possible. When necessary, escalates urgent problems to vendor support or internal resources.



Green Compass, LLC

• United States
• Farming
• 300 - 400 Employee

• Team Lead

  • Dec 2019 - Jan 2022



Market Basket

• United States
• Retail Groceries
• 700 & Above Employee

• Deli Clerk

  • May 2019 - Jul 2021

  Work in the deli and seafood department servicing customers by fulfilling their orders. Work in the deli and seafood department servicing customers by fulfilling their orders.



Batesville

• United States
• Manufacturing
• 700 & Above Employee

• Senior Manager, Customer Support

  • Sep 2012 - Sep 2019

  Supervised a team of 12 Support Specialists nationwide. Served on post-merger and acquisition team after acquisition of HMIS, Inc. that facilitated integration of systems, technologies, technical resources, and processes. Served as account manager for strategic customers and new customer implementations and new upgrade releases. Developed job aids and process improvement documentation for transition to new Daptiv project management system and Oracle CRM. Created replicable processes and templates in Daptiv to streamline the turn-over of new projects to the web implementation team, creating accountability, repeatable processes and roll out to our backend software team to utilize. Managed both our back-end software and website support team members. Helped transition software products from DOS to Windows; client server to web-based platforms with a Cloud / SaaS model. Managed multiple product upgrades as well. Implemented metrics for both support and web implementation team. Implemented variable after-hours resources to enhance the customer support experience moving to a 365 day, 7x24 service model. Managed scope, timelines, and costs to ensure project goals met for Data Migration, Custom Forms, Customer reports and Mapping. Learned how to quote our Mapping module and assist sales to meet revenue demands ultimately being responsible for that revenue stream. Provided revenue and resource forecasting. Responsibilities also included processing billable time worked as well as making collection calls. Committed to teamwork, accountability and continuous improvement while building strong lasting customer relationships. Point of contact for customer credit request and approvals. Conducted performance evaluations and encouragement for continuous development. Show less



HMIS

• Merrimack, MH

• VP, Customer Support

  • Dec 2002 - Sep 2012

  (Batesville acquired in September 2014) During tenure at HMIS also managed the Training Services, Data Migration, Custom Forms and Reports team while utilizing project management tools (SharePoint) for accountability and planning. Administrator of CRM (eResolve) for support cases as well as was point person maintaining phone system (Cisco). Identified goals, objectives and development opportunities for reporting sub-ordinates. Overseen Windows product development, quality assurance and release schedule; managed Data Migration, Mapping and Forms/Reports department projects and support. Worked with team members and customers to ensure project on track and budget. Show less



Sun Microsystems Incorporated

• Burlington, Mass

• Customer Service Manager

  • Jul 2001 - Dec 2002

  07/01 – 12/02 Sun Microsystems Incorporated Customer Service Manager Managed the development and implementation of all programs/processes and projects assigned by upper Management. Monitored ongoing programs/processes and projects if other groups that have a direct interface relationship with my organization’s assignments. Developed, communicated and acquired approval, and implemented effective changes to existing strategies that enable the organization to meet and exceed listed goals. Developed business plans to support the strategic direction of the business to include project plans with deliverable dates. Provided leadership, work direction, development and growth plans for direct reports. Ensured adherence to published standards and quality processes and assisted with audits. Developed and delivered quality presentations to various management customer groups. Demonstrated a high level of crisis management skills. Show less



Rational Software

• Software Development
• 1 - 100 Employee

• Technical Support Manager

  • Dec 1995 - Apr 2001

  1/98 – 04/01 Rational Software Corporation Technical Support Manager (Unix ClearCase/Multisite) Built and lead a support team that consistently provided outstanding support. Responsible for training, and mentoring team members. Ensure they are progressing as expected. Develop Technical Support Engineers and provide written focal reviews and quarterly development plans. Held regular one-on-one meetings. Responsible for hiring and developing of ourWest Coast (Cupertino)ClearCase support team. as well as assisted in hiring and developing the Colorado ClearCase support team. Periodically review customer support cases for timely/effective responses and resolution. Maintained budget and forecast providing both monthly and quarterly updates. Active member and project lead in attaining Software Center Practices Certification (SCP). Worked with internation support team in Eurpore to ensure customer success and satisfaction. 09/97 – 01/98 Pure Atria Software (Acquired by Rational) Senior Software Support Engineer/Account manager (Responsibilities were the same as listed belong, along with being an account manager for large accounts). 12/95 – 01/98 Atria Software (Acquired by Pure) Technical Support Engineer Provided effective and timely communications with resolutions to customers issues. Provided test cases when escalating issues to development. Provided patch fixes via ftp, email or data. Effectively managed open and pending issues and prioritized for timely resolution. Provided accurate and updated technical report on escalated issues to management. Continuously learning new functionality to deliver superior support. Provided second level support to overseas Sales and Distributors. Show less



Wang Laboratories Inc.

• Lowell, Mass

• Manufacturing Material Process Coordinator

  • Jun 1985 - Mar 1988

  06/85 – 03/88 Wang Laboratories Inc. Manufacturing Material Process Coordinator Monitored inventory availability for high volume product schedule. Ensured proper Bill of Material (BOM) coding for new products. Maintained daily contact with production and material planners. Worked directly with Engineering to “scrap” damaged product parts. Assisted on production line when opportunities presented itself. 06/85 – 03/88 Wang Laboratories Inc. Manufacturing Material Process Coordinator Monitored inventory availability for high volume product schedule. Ensured proper Bill of Material (BOM) coding for new products. Maintained daily contact with production and material planners. Worked directly with Engineering to “scrap” damaged product parts. Assisted on production line when opportunities presented itself.



Wang Laboratories Inc.

• Lowell, Mass

• Manufacturing Expeditor

  • Jun 1979 - Mar 1981

  06/79 – 03/81 Wang Laboratories Inc. Manufacturing Expeditor Moved product parts off docks to drop off locations. Worked directly with delivery personnel, planners/buyers daily to ensure timely deliveries. Provided timely updates to Managers and Directors. Worked directly with stock personnel to ensure timely delivery of product to production floor. Assisted stock personnel in “picking” materials needed for kits ordered. Ordered corrugated parts and boxes needed from various vendors for product shipments. Show less