Jon Francis Email & Phone Number

Concord, Massachusetts, United States

Team Lead, Customer Support and Product Expert for ProcessUnity (workflow) and CyberGRX.ProcessUnity acquired CyberGRX in late 2023.

Concord, Massachusetts, United States

Concord, Ma

Technical Product Specialist / Support Engineer at ProcessUnity, a leading provider of cloud-based applications for the Governance Risk and Compliance space. Responsibilities include:• Maintain expert working knowledge of ProcessUnity products and platform features and best practices.• Entrusted with a high level of platform access, which entails delicate responsibilities and duties. • Involved with leading the support adoption of CyberGRX. ProcessUnity acquired CyberGRX in 2023, and CyberGRX is a Global Risk Exchange that houses the world’s most extensive collection of third-party risk assessments. • Working familiarity with API Web Services solutions. Assisted customers with basic Web Services troubleshooting, and built internal Web Services solutions to understand the underlying mechanism. • Entrusted with Salesforce Administration duties, which entails organizing the Support Center and Customer Portal• Strong customer focus. Primarily offering expert assistance via email/messaging, while also participating in web calls to ensure Customer success. • Participated in Customer Summits, where I gave an expert presentation on the ProcessUnity Product. • Maintain knowledge and familiarity with existing support resources (help center, webinars, videos, etc.)• Interface closely with QA and Product teams for support-related topics.• Support/assist sales engineers and implementation team members to resolve platform issues, challenges.• Work with MS Excel including expression writing, function knowledge, vlookup, pivot tables, etc.• Utilize knowledge of VBA / scripting languages.

Waltham, Ma

Focusing on functional and technical consulting services that support Quality, CAPA, SOP’s, Validation, CQV, CSV, Regulatory Affairs, SAS, Statistics, Data mapping, FSP, Data Management, Clinical Project Management, Study Build, EDC, and Rave. Whether you need an individual consultant, an entire project team, or the complete outsourcing of a project, our unique combination of technical expertise, industry experience, and a process focused model enable Softworld to consistently provide the most intelligent solutions for your life science requirements. Think Strategic. Think Tactical. Think Softworld.

Woburn, Massachusetts

Signature Consultants is the 14th largest staffing firm in the country, and has won several awards for being both “One of the Best Staffing Firms to Work For” and “Top 125 Training Organizations in the U.S.”. I work for part of a national accounts team, helping place I.T. professionals for clients across the country. • Quickly obtained a leadership role within the National Accounts group. Added responsibilities include leading daily standup meetings, mentoring several new-hires, and interpreting both team and client data to propose new ideas to increase team efficiency.• Currently assigned as ‘Region A Lead’, acting as the Lead Technical Recruiter for Signature’s North-East locations (Boston, New York/New Jersey, Richmond, and Washington D.C.) within the National Delivery team.Responsibilities• Identify client needs and implement effective sourcing strategies to successfully place candidates.• Gained a strong, baseline understanding of how I.T. Infrastructure works, qualifying and placing consultants in technical positions such as Systems Administration, Systems Engineering, Network Administration, Network Engineering, DevOps Engineering, and Data Architecture, among others. • Experience reviewing team data & identifying if that data matches organizational expectations. I also have experience illustrating this data to internal clients, and explaining how process/organizational improvements can lead to increased profitability.• Utilize Microsoft Outlook daily, setting up custom tasks, rules, shortcuts and templates to help automate functions• Utilize Excel to review data daily, using that data to evaluate the team’s efficiency between different clients and locations. Areas of focus include: Large national accounts (Wells Fargo, Bank Of America, Accenture), mid-sized Insurance, Financial, and Healthcare clients across the US.

Leominster, Ma

• Replaced non-functional hardware components and diagnostic for proper functionality.• OS re-installation using Windows Setup and DISM tools, with proper setup including various software installations.• Troubleshot network connections and proper network setup for optimal connectivity.• Shipped and received units for service center repairs.• Trained new agents and associates from other departments to reduce bottlenecks in overall client experience.• Learned and tracked Precinct Metrics (scorecard) to assist with coaching other Agents on productivity and efficiency.• Trained other departments in how to identify products that were eligible to be Geek Squad Certified.• Taught all Agents how to more efficiently set up clients’ mobile phones during rapid exchanges.

Associate In Science, Cis Computer Information Systems

• Completed May 2020 with Honors • The curriculum includes classes on Oracle PL/SQL, Network Security, Supporting Private Clouds.

Bachelor’S Degree, Business Administration And Management, Minor In English Literature