Contact Information
Jeremy Burnham
Fort Worth, TX
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
- POST GRADUATE PROGRAM IN CLOUD COMPUTING, The University of Texas at Austin
Certifications
- Project Management Professional (PMP) Certification, Udemy (expected 2024)
- AWS Solution Architect Certification, Amazon Web Services
Core Competencies
- Ability to lead with efficiency
- Proficiency in Project Management
- Deadline Oriented
- Process Oriented
- Strong presentation skills
- Problem Solver
- Knowledge of agile development process
- Excellent written and verbal communication skills
- Ability to develop and maintain professional relationships with clients
Technical Skills
- Azure, AWS (Amazon Web Services)
- Amazon EC2 (Elastic Compute Cloud), Amazon VPC (virtual private cloud), AWS Auto Scaling
- SaaS (Software as a Service)
- AWS Managed Services (RDS, Athena, SNS, S3, Lambda)
- CSS (Cascading Style Sheets)
- Docker
- Git, GitHub
- Google Workspace (Drive, Docs, Gmail, Calendar, Meet)
- HTML
- Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Teams, Drive)
- Miro (Visualization, Project Management)
- Python
- SQL (Structured Query Language)
- Teamwork (Project Management)
- Zapier (Automation)