William J. Hartman Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Business Continuity/Disaster Recovery Analyst for WaFd Bank, a large and growing bank with more than 200 branches in 9 western states.

Product Support for division-wide multi-site enterprise software implementation. Lead support analyst for tax report generation, tax file transmittal, and online information portal. • Division-wide subject matter expert for client-facing customer website providing technical support, pre-sales support, and ad-hoc training as needed.• Revitalized User ID setup process in partnership with IT and Product Owners reducing the steps required for User ID setup from 27 steps to 8.• Trained and supervised three global Business Analysts located in Hyderabad, India.• Liaison between IT and the Financial and Compliance Services Division.• Facilitated the completion of requests for User ID setup, permissions assignment, and access revocation ahead of SLA.• Ensured that company was able to deal with service interruptions through serving as the Disaster Recovery/Business Continuity Coordinator. Tested systems quarterly for back-up system operation.• Reduced client-impacting report and file processing delays by 63% during year end 2019 versus year end 2018.• Ensured that company was able to deal with service interruptions through serving as the Disaster Recovery/Business Continuity Coordinator. Tested systems quarterly for back-up system operation.• Security Steering Committee Chairperson bringing together Security Analysts, IT, and Security Champions across business units to brainstorm solutions to challenging process and technology-related problems.• Proactively reduced security incidents by 90% over prior years by identifying top causes for incidents and allocating resources by volume and severity.

San Dimas, California

Product Support for division-wide multi-site enterprise software implementation. Lead support analyst for tax report generation, tax file transmittal, and online information portal. • Reduced requests for manual database updates by 80% by identifying the leading cause of requests then partnering with IT to implement a software-based interface.• Division-wide subject matter expert for client-facing customer website providing technical support, pre-sales support, and ad-hoc training as needed.• Ongoing training of new team members in general operations, support policies, and strategies.• Lead Security Champion analyzing and responding to internal security threats.• Security Steering Committee Chairperson bringing together Security Analysts, IT, and Security Champions across business units to brainstorm solutions to challenging process and technology-related problems.

San Dimas, California

Project Manager/IT liaison for division-wide customer relations management software implementation. Division-wide Security Champion and chief-liaison to Data Security department. Ongoing training of new team members in general operations, support policies, and troubleshooting strategies.• Represented Employment Tax Division in eFile, Kaizen, and Six Sigma projects acting as the “voice of the customer”, subject matter expert, and organizational readiness.• Oversaw the capacity enhancements needed to expand the client user base from 1400 to 500,000 clients.• Ongoing training of new team members in general operations, support policies and strategies.• Recipient ADP Chief Security Officer Quarterly Security Excellence Award April 2012.

San Dimas, California

Project Manager/IT liaison for division-wide customer relations management software implementation. Division-wide Security Champion and chief-liaison to Data Security department. Ongoing training of new team members in general operations, support policies, and troubleshooting strategies.• Business representative to IT for all aspects of the project lifecycle including requirements, analysis, development, QA, implementation, and validation.• Reduced security incidents 51% from prior year by changing the order of operations when posting reports by inserting the audit process earlier in the report generation workflow.

San Dimas, California

Project Manager/IT liaison for division-wide customer relations management software implementation. Division-wide Security Champion and chief-liaison to Data Security department. Ongoing training of new team members in general operations, support policies, and troubleshooting strategies.• Initiated the Security Incident Response Tracking process (SIRT) implementing technical controls to safeguard the confidentiality, integrity, and availability of electronic Payroll information.• Generated documentation simplifying the complex User ID setup and administration process eliminating re-work reducing the time required by 75%.

Santa Ana, California

• Provided exemplary customer service while resolving escalated technical issues for Fortune 500 Companies, NASA, and the United States Government.• Recipient Borland’s Award for Excellent Customer Service by Dale Fuller, CEO of Borland Corp.• Resolved internal and external customer technical issues requiring the setup of database environments such as SQL and Oracle, restoration of customer databases for reproducing the reported problem.

Bachelor'S Degree, Landscape Architecture

Activities and Societies: • Resident John Lyle Center for Regenerative Studies • College of Environmental Design with strong emphasis.

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