Jamie Hari

Support and Service Operations

• Manager of technical support, customer service, professional services, and training
• Exceptional ability to manage and influence others within a distributed organization; well-developed capability to express complex technical concepts and solutions in terms of relevance and impact to business; leadership by example; solid team building skills

• Skilled negotiation of high-value contracts with customers and vendors for acquisition or delivery of products and services for mission critical projects
• Polished presenter speaker at conferences, trade shows, and executive meetings; training facilitator; meeting and event chairperson
• Interviewed by several major international news outlets (e.g. New York Times, Bloomberg Businessweek, NBC, Toronto Star, Houston Chronicle)
• Development of web and software products and services, specializing in: content development, online communities, social media, and search engine optimization (SEO) 

Global Manager, Services & Support
Aimetis Corp.
2010 - Present

• Head of Technical Support, Professional Services, Customer Service, and Training operations; directly managing employees in three offices: Canada, Germany, and China
• Established a new, recurring revenue stream by creating a software maintenance and support program
• Increased services revenue from 7% to 14% of gross global revenue through introduction and expansion of recurring and non-recurring service offerings
• Multiplied authorized reseller training revenue tenfold while reducing cost of delivery 50% by moving existing program online; created new recurring training revenue stream from mandatory annual re-certifications
• Instituted new catalogue of Professional Services offerings, processes and supporting technology infrastructure; implemented a profitable new eLearning platform; oversight of training content development

• Designed and implemented a new incident management system improving employee productivity and eliminating annual licensing fees of existing 3rd party solution; fully integrated with existing customer service portal and new self-service support tools
• Planned and executed outsourcing of Customer Service (on-shore with off-shore overflow) resulting in significantly improved customer satisfaction; ongoing training and compliance monitoring of staff

Founder
Basil Enterprises Inc.
2004 - Present

• Proprietor of technology consulting and software development company: media publishing; web hosting; web and software development; technical consulting

• Planned and implemented two market-leading Internet websites; more than 16 visitors and 200 million page views annually
• Negotiated sale of web properties to Silicon Valley start-up company, Wikia Inc., in 2006. (Wikia Inc. was founded by Jimmy Wales and backed by Amazon.com, Bessemer Venture Partners, and the Omidyar Network)
• Project evangelist and marketing strategist
• Media contact, interviewed by numerous major news outlets (e.g. New York Times, Bloomberg Businessweek, NBC, Toronto Star, Houston Chronicle)

• Managed all project changes from concept to release; directed all critical decisions of policy, procedure and content; owned key metrics and continuous improvement
• New feature introduction; implementation, marketing and sales initiatives, and UI design; user behaviour analysis, user acceptance testing (UAT); market forecasting; traffic pattern recognition and exploitation
• Advising senior executives and key product stakeholders on interpreted analytical data 

• Freelance software and web development
• SOHO requirement analysis and solution implementation
• Training development and facilitation

• Web and database server administration and maintenance
• Network planning and support; application integration; disaster recovery planning
• Multiple application stacks: LAMP, WIMP, WAMP

Product and SDK Specialist
OpenText Corporation
2006 - 2010

• OScript and Livelink API (LAPI) and Enterprise Web Services (EWS) development, debugging and support

• Content Server (formerly Livelink ECM) and Eloquent LaunchForce product specialist; additional SDK, Architecture and Security specializations
• Server deployments and integrations in a wide array of Fortune 500 enterprises
• Primary interface between product management, development, sales, and customers
• Administrator of complex support test lab including MS Exchange, Active Directory, MS SQL and Content Server servers

Customer Service Representative
RMH Teleservices
1999 - 2002

• Inbound call center customer service
• Customer relationship management