Experience

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  Harte Hanks

  • Remote

  • Global Software Development and Administration Director

    • Jun 2022 - Present
    • Remote

    Directing a team of full-stack software engineers, administrators, and managers to strategize, design, create, integrate, and deploy complex customer care, digital marketing, and corporate solutions for global clients and business partners.• Management of daily operations to support solutions for websites, call centers, integrations, server infrastructure, and applications for client and corporate solutions. • Implementation of custom and out-of-the-box solutions for many of the biggest names in business-to-business and direct-to-consumer products and services in the world.

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  ContiTech (Veyance Technologies, Inc.)

  • Remote

  • Global IT Team Lead CRM

    • Sep 2014 - Jun 2022
    • Remote

    Leading a team of global project managers and application developers to support the sourcing, planning, implementation, development, and maintenance of software solutions for a diverse global userbase.• Project Management – Leading IT projects within the scope of Salesforce CRM, Case Management, Field Service, eCommerce, and Contact Centers. Managing internal and external project resources/managed service providers• Budget Forecasting – Allocation and planning for ~1 Mil USD yearly budget considerations for licensing, projects, hardware, and external managed service providers, vendor management• Application, Database, and Server Administration –Management of high-ticket volume on-premises and cloud hardware and software using ITIL methodologies• Maintaining relationships with global business partners, vendors, and other external service providersKnowledgebase• Cloud Telephony - 8x8 Contact Center, Interactive Intelligence Contact Center, SIP Softphones, Toll-Free and DID management, eFax• CRM - Salesforce CRM, Case Management, Field Service, Configure Price Quote, eCommerce• Enterprise Content Management - OnBase Document Retention, Document Imaging, Archiving, Business Process Automation• Finance Solutions - Invoice Management, Order Confirmation, Approval Workflows • Human Resources - Workday and SumTotal Payroll Management, Workforce Management, Timeclocks• ITSM - ServiceNow, BMC, HPSM, ITIL, Service Operations, SLA & KPI, Change, Enhancement, Escalation Management, Staff Forecasting• Legal & Compliance – Contract Management, Regulatory Requirements (FDA, HIPAA, IEEE, GDPR)• Manufacturing - SAP, ThingWorx, PIM, PLM, DAM, ERP• Project Management – Confluence, Jira, Agile Methods, Waterfall, Training, RFP/Q’s, Risk Management• Windows Client, Server, Database Administration LANdesk, Patching, Server and Database Management, SQL Query Writing, Citrix, Azure, VM

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  STERIS Corporation

  • Mentor, Ohio

  • Enterprise Content Management Specialist

    • Sep 2013 - Sep 2014
    • Mentor, Ohio

    Managed efforts to plan and implement enterprise content management solutions for the Manufacturing, Marketing and Service departments.• Project Management – Lead IT projects to design and implement solutions for IoT in manufacturing, Digital Asset Management websites, and Field Service documentation solutions• Team Leader – Coordinate development efforts for internal and external resources to deliver solutions

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  Veyance Technologies, Inc. (Goodyear Engineered Products)

  • Fairlawn, OH

  • OnBase Technical Analyst

    • Nov 2012 - Sep 2013
    • Fairlawn, OH

    Managed the OnBase application which included daily support for users, application configuration, and enhancements• Business Process Automation for Accounts Payable, Customer Service, Human Resources, and Legal Departments• Salesforce, SAP, and MS Office Integration development and maintenance (.Net, ABAP, Web Services)• Server and Database Administration, Patching, and Disaster Planning, high-volume ticket management and prioritization

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  Hyland Software

  • Westlake, Ohio

  • Technical Support Analyst

    • Nov 2010 - Nov 2012
    • Westlake, Ohio

    Provided phone and email technical support to customers in the Healthcare Industry using EMR integrations with OnBase Enterprise Content Management solutions.• Support for document imaging, business process automation, and electronic medical record solutions• Remote and onsite implementation support for data migration and document import

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  Time Warner Cable

  • Garfield Heights, Ohio

  • Customer Service Representative

    • Feb 2010 - Oct 2010
    • Garfield Heights, Ohio

    Provided billing and technical support to cable customers over the phone in a call center setting.• Workforce Management - monitored call center activities to identify and communicate downtime or resource allocation issues• Provided subject matter expertise to colleagues during issue escalation and prioritization

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  Acroment Technologies, LLC

  • Lakewood, Ohio

  • Technical Support Specialist

    • Aug 2008 - Sep 2009
    • Lakewood, Ohio

    Monitored and managed customer client and server resources as a technical support representative.• Remote and onsite user support for application services including MS Office, Email Servers, and Backup management• Installed and configured Windows clients, servers, and applications

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  Micro Center

  • Mayfield Heights, Ohio

  • Service Technician

    • 2006 - 2008
    • Mayfield Heights, Ohio

    Diagnosed and fixed customer computers as a certified bench technician (Apple and PC). Assembled and configured custom computers for sale.• Hardware and software subject matter expert• Computer system and peripherals sales and service