Gene Hurley Email & Phone Number

Natick, Massachusetts, Us

MMT (Massachusetts Materials Technology) was founded in 2014 based on advanced research in contact mechanics, material science, and data analytics at MIT.As part of the executive team have overall oversight responsibility over all functional areas within the Operations team, including budgetary responsibility. Provide technical systems and process guidance across the organization, transforming how the business is managed.♦ Restructured the Operations team to realign personnel against changing business model, reducing costs by 20%.♦ Designed and implemented online reporting portal, delivering KPI data across all facets of the business.♦ Selected replacement 3rd party IT service provider; Oversaw transition to new vendor, reducing costs by 5%, while gaining improved service capabilities.♦ Budgetary responsibility across 6 functional areas within Operations.♦ Supporting our field services certification program, successfully launched online learning management system, reducing training team effort by ~5 hours per trainee.

Natick, Massachusetts, Us

I joined Massachusetts Materials Technologies on 2021 and was soon promoted to Director of Operations to lead operations in accordance with set regulatory requirements. Collaborating with the executive leadership team to evolve the software and data services teams, optimizing services and ongoing business operations.The following are the highlights of the value that I bring to the organization;♦ Expected 40% growth in 2023 by revamping and scheduling the data services team in line with business' requirements.♦ Rolled out two software tool upgrades through collaboration with software and data services teams, which optimized report delivery services for customers and reduced effort by ~50%, bringing report production down to average 2 hours.♦ Created strategic plans for major releases in 2023, targeting an additional 25% reduction in report delivery effort.♦ Designed intake and prioritization process to enable senior leadership team to focus on the most strategic projects for the business, resulting in boosting productivity and operational efficiencies.

Natick, Massachusetts, Us

Here, I structured and optimized technical support services to provide world-class on-demand support for MMT's premium products. I delivered technical recommendations, troubleshooting, training, and certification programs for all MMT equipment. I also selected, hired, and onboarded Tech Support staff team members in accordance with MMT's standards. I procured all manufacturing-related parts and items in line with budgetary requirements. I established and maintained professional relationships with IT service and on-site security system providers.The following are the highlights of the value that I bring to the organization;♦ Structured required IT service for the organization through collaboration with 3rd party IT service provider♦ Delivered training and coaching plans/programs, boosting productivity and teams' efficiencies.♦ Drove business growth by developing customized solutions, automating processes, modifying systems, and implementing custom applications to meet business needs.♦ Implemented, configured, and optimized inventory management system, integrated inventory and QuickBooks accounting systems, and initiated technical support "one-stop shop" to meet customer needs.

Pittsford, New York, Us

LenelS2 is a global leader in advanced physical security solutions, including access control, video surveillance and mobile credentialing.During my time as a Director of Technical Support, I managed and developed technical support team to deliver best-in-class technical support services as a strategic differentiator in the security industry. I also directed overall activities of local and remote technical support engineers in line with set SOPs. I identified and swiftly resolved issues for the integrator community, LenelS2 Sales, and other teams across the organization while acting as an escalation point of contact. I planned, organized, and chaired weekly cross-functional case escalation meetings with members of senior management, development, QA, product, and program management to discuss progress and resolve any impeding issues.The following are the highlights of the value that I bring to the organization;♦ Directed five teams in revamping the Salesforce UI and underlying processes to improve efficiency by ~30%.♦ Optimized support team processes to reduce case time and improve customer service, achieving 100% YOY case volume growth while consistently exceeding operational metrics for straight three years.♦ Spearheaded business process transformation project, integrating pre-buyout legacy Carrier Rochester and EMEA Technical Support and Sales teams into production Salesforce.com instance.♦ Through cross functional collaboration across the organization, participated in new product launch related initiatives.♦ Coached tech support engineers and built new support training lab to troubleshoot the product suite from hardware installation through back-end systems.

Waltham, Ma, Us

As a Advisory Support Engineer, I directed a team of nine engineers, prioritizing all work and addressing product issues. I selected and hired new employees and assessed yearly team performance to analyze and resolve performance deficiencies.The following are the highlights of the value that I bring to the organization;♦ Received outstanding performance awards for six consecutive times by exceeding stakeholders' expectations.♦ Designed strategic customer care initiative' program, delivering white glove support, consulting, and product development services to OpenPages' Top 25 customers♦ Created and optimized four feature prototypes, resolving 1000+ internal and external issues as primary contact for embedded Cognos BI solution.♦ Programmed custom integration between salesforce.com and quality center bug tracking system, which automated ticket escalation process between support and engineering teams, saving 15 minutes of manual effort per ticket.Additional ExperienceSenior Technical Project Manager, Harvard Business School, Boston, MASenior Project Manager, Interactions LLC, Franklin, MAAnalyst Programmer II, Massachusetts Institute of Technology, Cambridge, MAImplementation Specialist, Meditech, Canton, MA

Bachelor Of Science In Business Administration, Accounting

Education record