Joe Hackett Email & Phone Number

Philadelphia, Pa, Us

Malvern, Pennsylvania, United States

- Led successful transition from Scrum to Kanban by assessing existing workflows, gathering team input, constructing a comprehensive proposal, and delivering a persuasive presentation that gained approval from both team members and management.- Collaborated cross-functionally within Amazon to establish streamlined customer support processes, leading to significant reduction in customer resolution time.- Developed automated Monthly and Quarterly business reports, presenting them to executive-level stakeholders, enhancing data-driven decision-making within the team.- Orchestrated collaboration between engineering and customer support leadership to create innovative warranty tools, resulting in substantial cost reductions.

Malvern, Pennsylvania, United States

- Designed and implemented Program Management policies for my team- Implemented document standards for our team, automated the creation of such documentation when needed- Coordinated with product teams to receive internal customer feedback and ensure requests were properly prioritized in the backlog- Removed blockers for team members and implemented permanent fixes where possible- Coordinated with management to establish team policies- Coordinated with team members to understand their workflows and improve team member efficiency through tooling

Malvern, Pennsylvania, United States

- QA Lead for Release Processes- Conceived, advocated for, and oversaw the implementation of the fundamental workflow tracking process utilized by my team.— This process effectively captures and documents all escalations to the team, including intricate details and resolution steps, including when hardware was passed across multiple partners.- Played a pivotal role in the hiring process by contributing insights and evaluations to select qualified new team members who would positively impact our team's success.- Provided valuable mentorship to onboard and guide new team members, facilitating their seamless integration and fostering a culture of continuous learning and growth.- Delivered previously unavailable training to new team members and L2 customer support teams, enhancing their skill sets and knowledge base.

Malvern, Pennsylvania, United States

- Developed and implemented comprehensive test plans, ensuring seamless build deployments by proactively identifying and resolving blocker bugs, thereby minimizing downtime and maximizing efficiency.- Thoroughly tested Z-Wave and Zigbee implementations using a combination of physical and virtual hardware to ensure optimal functionality and compatibility.- Collaborated with QA leads and team members to establish standardized processes, fostering clear and consistent communication within the QA team and across the organization.- Collaborated closely with automation team members to initiate the development of strategies for automating build tests, enhancing efficiency and reliability in the testing process.

Exton. Pa

- Worked in a Scrum environment- Wrote and maintained our iOS application's software test suite- Manually executed test cases on defect resolutions and new features- Assisted in the analysis of Mobile Automation solutions- Tested iOS based applications (iPad and iPhone)- Tested Android based applications (Tablet and Samsung GC100, GC200 and NX Cameras)- Trained Client Services on new Mobile applications as features were released.- Coordinated with Client Services to ensure test case/workflow suite were accurate and stayed up to date.

West Chester, Pa

- Managed ten direct reports- Interviewed and hired new employees.- Established team expectations, goals and policies to improve team efficiency and performance.- Refined training procedures to include an ongoing mentor program.- Worked closely with HomeNet's software and business development teams to refine the products provided to HomeNet's customers.- Coordinated with our development team to further our proprietary data acquisition software.- Coordinated with partners to understand their needs and established policies and documentation to ensure their needs were met.- Developed project plans - Acted as Client Services Director when Client Services Director was absent.

West Chester, Pa

- Processed the data acquisition for newly placed service orders- Scheduled and assisted remote customer installations of HomeNet's data acquisition software 'DataCaster' via remote administration software (variety of products over the years)- Answered and handled support calls from direct clients and 3rd party re-sellers of our product - Assisted in the development of the new employee training program (Data Team)- Trained new employees via the established training program (Data Team)- Filled the role of Acting Manager while the Team Manager was absent- Supported and expanded our Customer Data Acquisition process (Dealer sales data)- Established as a direct point of contact for high priority customers and escalated issues- Executed team project plans and ensured team goals were met