Customer Success Program Management

Gary D. Hartmann

Ocean View, DE ***** 240-***-**** ****.*.********@*****.***

Professional Summary:

Program Management, Strategic Planning, & Customer Success Strategic visionary able to develop and communicate vision, goals, and objectives to all stakeholders to ensure customer success. Practiced in all aspects of directing enterprise level programs, customer advocacy, building strong working relationships, cultivating productive working environments and focusing high performing teams. Polished interpersonal and communication skills— presenting, negotiating, partnering, influencing, and leading. Committed to excellent customer service and the calculated application of technology to meet business needs. Active Secret Clearance. Strengths & Competencies:

Program Management Customer Success Strategic Planning Military Protocol Change Management Finance/Budget Clinical Informatics Process Improvement Regulatory Compliance Medical Governance & Standards Logistics Risk Management/Mitigation Government Travel Business Continuity Training & Instruction Building Customer /Client Relationships Security & Intelligence Operational Excellence Personnel Actions Performance Measurement Professional Experience

Dell Technologies May 2017 – Present

Services Program/Project Manager

Simultaneously manage multiple projects with various government agencies and stakeholders. Manage budgets varying from

$5M-$25M, ensuring 100% accountability is always maintained. Work with federal customers including FDA, DOJ, US Army, US Air Force, Customs & Border Patrol, and DHS. Build and maintain positive and constructive customer/client relationships to ensure customer success.

• Manages solution opportunities to obtain appropriate and necessary resources for all qualified opportunities.

• Interacts with various PMs within Dell, along with assigned contractors and 3rd party vendors, to deliver and install equipment for customers.

• A trusted advisor for cloud migration strategies while coordinating with the sales team to ensure the right team members are aligned for success.

• Serves as a recognizable leader with Dell continuing to maintain above 98% success in customer satisfaction, ensuring annual contract renewals for 12 consecutive years.

• Ensures continuity and interoperability of cross-departmental programs and projects.

• Experience with technology operations process and terminology for methodologies supporting business and technology collaboration, intake documentation, and/or handoffs. Experience with project scoping, gathering strong requirements, and user stories.

• Leads teams in the sales process for establishing market visibility and deal visibility. Presents/demonstrates solutions to high-level clients and industry conference attendees.

• Builds and maintains a network and up-to-date focused industry and product knowledge. Partners with sales representatives to qualify and close new business with strong vendor solutions.

• Manages solution opportunities to obtain “right-fit critical resources at the right time” for all qualified opportunities. Leads teams in the sales process for establishing market visibility and deal visibility.

• Builds and maintains a strong network with up-to-date specific industry or product knowledge. Partners with sales representatives to qualify and close new business solutions.

• Maintains critical knowledge of key industry leaders and competition. Defense Health Agency, Defense Health Headquarters November 2015 – May 2017 Project Manager – AHLTA Customer Deployment Support, US Air Force

• Simultaneously managed multiple projects with various governmental agencies and numerous stakeholders.

• Planned, tracked, monitored, and reported on schedules and timelines, major milestones, risk/contingency analysis, changes in scope, best practices, and staff effectiveness.

• Oversees sales personnel providing specialist cloud migration expertise and general technical assistance to Air Force clients as part of matrixed sales and delivery teams. Gary D. Hartmann

Ocean View, DE 19970 240-***-**** ****.*.********@*****.*** US Defense Security Cooperation Agency, Ministry of Defense Advisors February 2015 - July 2015 Senior Advisor, Martyr and Disabled Headquarters, Resolute Support, Kabul, Afghanistan Led the mission for Human Resource Management, with responsibilities to train, advise and assist Senior-Level Foreign Government Leaders in Afghanistan. Reported to NATO Commander.

• Advised Senior Afghanistan leadership including the Minister of Labor, Social Affairs, Martyred and Disabled (MoLSAMD), Ministry of Defense (MoD) Chief of Martyred and Disabled, and Ministry of Interior (MoI) Chief of Martyred and Disabled regarding activities and business matters concerning all aspects of program management for entire country of Afghanistan.

• Working in Kabul, Afghanistan, I reported to the Commander of Forces for NATO, who reported to the White House. Walter Reed National Military Medical Center

Chief, Business Process Management/Department Program Administrator Information Management/Information Technology Department 2009 - November 2015 Directed and supervised staff including Project Managers, Deployment Engineers, and Administrative Assistants. Re-designed Department’s organizational structure to align with Department of Defense’s Base Realignment and Closure (BRAC) Initiative. Developed and enhanced program strategic goals and objectives. Gathered and conveyed business user feedback to improve services. Handled conflict intervention and resolution.

• Managed and maintained department budget of $20.4M/annually, as well as Department of Defense Training Management System (DTMS), Department Personnel/HR actions, Department Calendars, Department of Defense Travel System (DTS), Defense Medical Human System interface (DMHRSi), Defense Civilian Personnel Data System (DCPDS).

• Standard Labor Data Collection and Distribution Application (SLDCADA).

• 4-year assignment as a Federal G.S. Program Manager with Contract Officer Representative (COR) responsibilities.

• Regularly conducted stakeholder meetings and executive presentations, provided timely status reports, while collaborating with both Enterprise Technology and Business teams, managing financials, and integrating with a vendor partner. Collaboration tools included Jira and Confluence.

Emergency and Resuscitative Medicine Training and Services 2002 - 2009 Director Program Management & Leadership

Ensured continuity and interoperability of cross-departmental programs and projects. Complied with Joint Commission and other regulatory compliance requirements. Recruited new instructional staff among medical personnel. Interviewed, hired, trained, and supervised instructor staff.

• Developed, coordinated, and implemented training and testing for 160 instructors.

• Led preparation efforts for Joint Commission inspections, achieving compliance rating of over 95% for 3 consecutive times.

• Ensured sufficient resource allocation, prioritization, physical resources and supplies for each scheduled course.

• Planned, tracked, monitored, reported on schedules and timelines, major milestones, risk/contingency management, changes in scope, curriculum reviews, best practices, and staff effectiveness. Change Management & Process Improvement

Led work groups to strategize and create vision to align and merge all local resuscitative medical programs in the greater Washington D.C. area to comply with the Department of Defense Base Realignment and Closings initiative (BRAC). Aligned department strategic goals to the over-arching enterprise goals of Department of Defense (DoD) and Military Healthcare System (MHS). Designed and implemented department organizational structure.

• Created and refined a Departmental Management Plan to properly reflect the processes used in managing Resuscitative and Emergency Medicine programs.

Training & Instruction

Instructed Resuscitation and Emergency Medicine weekly courses to all hospital employees including MDs, RNs, PAs, paraprofessionals, and non-medical personnel. Created and maintained training database for accountability of all personnel trained. Maintained electronic and hard copy filing system for instructor and course tracking and compliance. Generated monthly, semi-annual and annual reports for the Department of Defense detailing course compliance.

• Trained and updated certifications for 290 instructors to ensure the new American Heart Association practice guidelines were implemented throughout all the resuscitative training courses.

• Developed and executed ‘mock codes’ throughout WRAMC to ensure 450 nursing and medical personnel were critically evaluated and assessed for resuscitative medicine competency. Gary D. Hartmann

Ocean View, DE 19970 240-***-**** ****.*.********@*****.*** Additional Relevant Experience:

Liaison & Facilitation/Medical Liaison/SME Consultant: International Computer Solutions/Instos Medical Training Support Officer: Uniformed Services University of the Health Sciences: United States Army: 22 years of active service including: Special Forces Medic

Security Intelligence and Operations Officer/Platoon Sergeant Sr. Medic Supervisor/Sr. Line Medic/Evacuation NCO/Medical Logistics Education

Master of Business Administration (MBA), Healthcare Administration Informatics Jack Welch Management Institute, Strayer University Bachelor of Science, Healthcare Services

University of Phoenix

Certifications & Professional Development

Project Management Professional (PMP) Lean Six Sigma: Green Belt Certified Security+ Certification ITIL v.3 Certification Emergency Medicine Technician (EMT-T) Tactical Medical Training EMT Paramedic, Advanced Intermediate Intermediate, Hazardous Material Basic Course Emergency Vehicle Operator School Medical Assessment Treatment & Triage Contracting Officer Representative (COR) Certification Basic and Primary Leadership Courses

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