Jon Mack Email & Phone Number

Frederick, Maryland, United States

• Consulted with clients on current software issues and future iterations• Lead discovery sessions with clients• Collaborated with software developers to develop software solutions• Supported the Sales team with project estimates and timelines• Facilitated discovery sessions with clients and documented findings in Confluence• Provided clients with project updates• Performed product demos to key stakeholders• Owned/managed multiple product development backlogs in Jira• Prototyped software solutions with UI/UX wireframes • Created process maps for current and new systems• Performed quality assurance testing and created bugs/stories based on findings• Built out product roadmaps• Strategized with clients to determine which future products would deliver the most value to their organization

Clive, Iowa, United States

• Collaborated with multiple development teams to modernize user interface for flagship product Springboard (call center and back office application)• Worked with Philosophie (vendor) to develop new user interface based on legacy application and client feedback• Partnered with Scrum Masters and Product Owners on best practices to manage Springboard project• Developed processes to improve current project development• Created, managed, and prioritized user stories in Azure Dev Ops• Created process and data maps• Assisted with sprint planning

Des Moines, Iowa Area

• Gathered business requirements for data warehouse requests• Provided support in migrating from legacy data warehouse to Health Catalyst data warehouse• Created process maps for new and existing workflows• Standardized forms and documents for requests (business requirements, change requests, production turnover requests, customer request forms) • Provided training sessions and documents on new procedures/solutions• Managed backlog and set priorities accordingly• Worked with third party vendors to procure new software solutions (Jira, Service Desk, Project, Portfolio, Tempo, Confluence) to replace Smartsheets• Gathered business requirements from the seven teams within the Analytics department to determine architecture for new system• Collaborated with the Service Now team to build and release new request forms• Utilized Smartsheets to manage customer requests, projects, and time tracking• Worked with the Compliance department to make sure that new systems met all HIPPA compliance requirements• Presented team managers/directors with possible solutions for new systems• Configured projects in Azure DevOps for Agile/Scrum• Mentored Application Development team on how to setup/use Agile/Scrum methodologies• Performed Scrum Master duties for Application Development and ETL Teams• Utilized Agile methodology to create user stories and then break down into tasks • Created a Kanban board for system development • Facilitated opportunity for improvement meetings (Just do it, A3, GE workout)• Participated in the Robotic Process Automation initiative with the Process Improvement team and Application Development teams

Des Moines, Iowa Area

• Participated in Daily Standup, Backlog Grooming, Sprint Planning, and Retrospective meetings (Scrum)• Project Manager/BA for all projects that I was assigned• Gathered business requirements for new/existing applications and enter them into TFS• Collaborated with team members that were offsite, and offshore.• Created use cases to document current workflows and how new features would be used• Performed quality assurance testing of changes and new features to eLIMS, and other various applications • Smoke tested laboratory processes after new releases • Created business process documents• Trained end users on new applications and process improvements• Supported Eurofins systems (CRM, eLIMS Microbiology, eLIMS Chemistry, EOL, Commlims) using OTRS ticketing system• Created and updated Eurofins SharePoint sites Projects:DQCI Milk Mobile App• Gathered requirements from business stakeholders for new Milk mobile app• Designed mobile app user interface and features(MockPlus)• Broke down new mobile app into phases for development and set deadlines for each phaseEuroCSR• Gathered requirements from Customer Service Representatives for functionality of new system• Analyzed issues with legacy CSR system (QuickView)• Storyboarded new application functionality with MyBalsamiq• Designed user interface for EuroCSR with MyBalsamiq• Created product backlog items in Team Foundation Server• Instructed offshore team on what development changes needed to be made• Tested new development changes and provided feedback to developers• Trained CSRs on the new application

Des Moines, Iowa Area

2014 Ticketing Accomplishments• Assisted in the IT support of 3,000+ employees across the U.S.• Resolved 3624 IT tickets in 2014, which accounted for 18% (8 Service Desk members) of all tickets in the U.S.• Closed 97% of the 3624 tickets in 2014 within SLA• Achieved a 99.7% positive response on ticket surveysResponsibilities• Provided technical support via phone, email, and instant messenger to U.S. employees• Installed and supported eLIMS, ComLIMS and StarLims (laboratory database software)• Responsible for ordering and managing IT inventory• Managed Verizon Business Account• Setup and managed Verizon Conference calling accounts• Managed door access points for Des Moines using Millenium Expert• Traveled to sites of recent acquisitions to participate in new business integrations • Created procedure documents for end users• Identified network issues and escalated to Operations Team • Troubleshot issues with Lawson (time management software)

• Re-imaged computers and added to Ames Lab network• Installed and updated requested software• Diagnosed computer hardware problems• Set-up VPN for users and PGP software for Thunderbird• Provided Help Desk assistance and documented on Maximo• Assisted in server set-ups• Used Active Directory to manage users• Documented procedures on Ames Lab internal Wiki page

Management Information Systems, Information Technology

Management Information Systems, Management Information Systems And Services