Resume/CV

Jack Hope

Kansas City, Missouri | jfhope3000@gmail.com | linkedin.com/in/jackhope | jfhope.com

Professional Summary

Versatile implementation and technology professional with over 15 years of experience spanning enterprise SaaS implementation and project management, healthcare IT, eDiscovery and litigation support, web development, and desktop/IT support. Proven track record serving as primary point of contact through complex onboarding lifecycles, managing concurrent projects, translating requirements into system configurations, and driving adoption through consultative training. Direct experience with Cerner Millennium in DoD- and VA-cleared environments, IT asset management, MDM, and Active Directory. LaunchCode Software Development certificate with coursework in SQL, JavaScript, Java, and Angular. Known for building strong client relationships, adapting quickly to new platforms, and delivering thorough, friendly service.

Core Skills

  • Enterprise SaaS Implementation
  • Client Project Management
  • Healthcare IT (Cerner Millennium)
  • eDiscovery & Relativity
  • Data Migration
  • IT Help Desk & Escalation Support
  • Desktop & Endpoint Management
  • Active Directory & Microsoft 365
  • Business Process Documentation
  • Technical Training & User Adoption
  • CRM (Salesforce)
  • ServiceNow
  • Jira & Wrike
  • WordPress & Drupal
  • Mailchimp & Constant Contact
  • SQL
  • JavaScript / HTML5

Professional Experience

Implementation Specialist July 2023 – July 2026
Epiq | Kansas City, Missouri
  • Lead complex client implementations for legal technology and eDiscovery solutions, managing numerous concurrent projects annually from design through go-live and handoff.
  • Specialize in data migration, Relativity workflow design, and delivery of client training programs tailored to diverse user groups.
  • Serve as primary point of contact throughout the full implementation lifecycle, owning all client communications including weekly check-ins, ad hoc calls, and email.
  • Maintain accurate case documentation using ServiceNow and Jira ticketing systems in compliance with change-control processes.
  • Deliver 95% of projects on time while reducing deployment timelines by 20% through process improvements.
  • Improve user adoption by 40% through consultative client engagement and hands-on training.
  • Partner cross-functionally with Sales, Client Success, and engineering teams to ensure seamless client transitions and long-term satisfaction.
Implementation Specialist October 2021 – April 2023
Attane | Kansas City, Missouri
  • Implemented new sites and maintained existing WordPress and custom websites for over 200 clients using MS Visual Studio Code, Adobe Creative Suite, and ChatGPT.
  • Diagnosed, tested, documented, and resolved technical issues in collaboration with engineering and technical stakeholders using Jira and Wrike ticketing systems.
  • Authored technical documentation for internal teams and clients to support consistent, scalable implementation processes.
Technical Solutions Analyst October 2019 – September 2021
Cerner Corporation | Kansas City Metropolitan Area
  • Supported multiple enterprise healthcare clients utilizing third-party applications integrated with Cerner Millennium services, including claims management, billing correspondence, and automated messaging systems.
  • Collaborated with internal and external teams to resolve complex technical issues and escalate bugs to solutions management.
  • Advised clients on IT best practices including security and system configuration within a regulated healthcare environment.
  • Held Security Clearance with the Department of Defense (DoD) and the Veteran’s Administration (VA) as required for the role.
Web Developer and Desktop Support Specialist July 2014 – June 2019
The Nelson-Atkins Museum of Art | Kansas City, Missouri Area
  • Led the Adobe Creative Cloud implementation project, including cost-benefit and ROI analysis comparing platform options for organization-wide rollout.
  • Managed 200+ Apple/Mac/iOS devices organization-wide, including purchasing, setup, MDM, patching, and Active Directory integration within a Windows Server environment.
  • Performed IT asset management activities including identifying, labelling, and tracking hardware assets through their full lifecycle.
  • Collaborated on development and rollout of the museum’s WordPress website and built in-gallery interactive websites using Foundation and Bootstrap frameworks.
  • Served as on-site technical representative through alpha and beta testing for the Quire online catalog software developed by the Getty Museum, logging issues and coordinating with the development team.
Associate Editor November 2012 – January 2015
USAonRace | Kansas City, Missouri Area
  • Served as copy editor, technical support lead, and social media editor for the USAonRace website.
  • Posted articles and edited images using the Drupal CMS, Adobe Photoshop, and GIMP until the site’s closure in early 2015.
Help Desk Specialist November 2012 – November 2013
Apple
  • Provided Tier 1/2 remote technical support for Apple hardware, iOS devices, networking equipment, and software via phone and chat platforms, maintaining over 95% positive customer satisfaction ratings.
  • Assisted customers with setup, operation, troubleshooting, and repair of Mac computers, iOS devices, and wireless networking equipment.
  • Trained new hires on technical support procedures and created internal documentation to standardize best practices across the team.
Web Designer August 2008 – August 2012
BOLD Internet Solutions | Merriam, Kansas
  • Designed and maintained client websites — including Russell Stover, Halls, Peruvian Connection, the Healthcare Foundation of Greater Kansas City, newEar Contemporary Music Ensemble, the Children’s Center for the Visually Impaired, Dam Safety Action, and CFLeads — to enhance usability, accessibility, and functionality.
  • Designed and tested HTML email campaigns using Mailchimp and Constant Contact; developed sites on Drupal and WordPress frameworks, plus custom non-framework sites from Photoshop mock-ups.
  • Wrote client tutorials and trained clients on Drupal and Adobe Contribute; provided copy editing and technical writing services to improve content accessibility.
  • Researched and implemented best practices for projects and emerging technologies; collaborated across designers, developers, and client representatives at all phases.

Education

Certificate, Software Development 2019 – 2020
LaunchCode | Kansas City, MO
JavaScript, Java, JSON, Angular, Git, HTML5, CSS3, Fetch, Spring, IntelliJ, Thymeleaf, SQL
Bachelor of Arts, History
University of Kansas | Lawrence, KS
Minors in Creative Writing and Painting/Graphic Design • Graduate-level coursework in Journalism

Additional Experience

History of American Journalism | Graduate Journalism Project, University of Kansas

Designed site, edited existing copy, and contributed both written and visual content as part of a Master’s project in journalism at the University of Kansas.