Contact Information

Jeremy Burnham

Fort Worth, TX

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Professional Summary

Highly efficient and process-oriented leader with extensive experience in implementation management, support, and quality assurance in a SaaS environment. Proven track record of leading teams, managing complex projects, and providing strategic improvements to promote accountability, efficiency, and scalability.

Professional Experience

Markettime LLC

Director of Implementations

June 2021 – Present

  • Managed the Implementation Department consisting of 8-10 employees.
  • Implemented various processes to promote accountability, efficiency, and scalability.
  • Improved resources through internal/external documentation, automation, and visibility.
  • Thoroughly trained new team members on MarketTime software suite.
  • Developed processes for migrating users from legacy software to current products.
  • Worked with third-party partners on automation and order delivery solutions.
  • Oversaw offshore team in providing "white glove" service to users.
  • Deployed UserGuiding to offer self-service software use through UI-based walkthroughs.
  • Provided feedback to the Product Owner team on new/existing features.
  • Assisted with feedback and documentation on the MarketTime public API.
  • Regularly updated company leadership on key progress points.
  • Assisted with customer-facing product release notes.

Support Department Manager

January 2017 – May 2021

  • Managed 2-5 Tier I Support Agents (both in-person and remotely).
  • Created and maintained internal Support documentation and SOPs.
  • Onboarded and trained new employees according to SOPs.
  • Ensured Support Department goals were met and reported to leadership.
  • Managed scheduling of Support Staff during peak seasonal times.
  • Oversaw rebranding of internal and external documents after company acquisition.

Quality Assurance Manager

January 2017 – May 2021

  • Assisted in internal QA testing of Android and Apple applications and new web-based software.
  • Entered tickets into the JIRA ticketing system.
  • Communicated with developers to ensure issues/improvements were addressed.
  • Tested internal builds and provided feedback.
  • Allocated resources for testing features as needed.

Tier II Support Agent

June 2016 – January 2017

  • Handled support escalations from Tier I Support Agents.
  • Managed key accounts for high-priority issues.
  • Supported in-house client networks including equipment installation, repair, and setup.

Tier I Support Agent

February 2016 – June 2016

  • Provided remote and in-person support for RepTime Sales Software users.
  • Conducted personal training sessions on RepTime Sales Software and various Office applications.

Education

Certifications

Core Competencies

Technical Skills