Jay Klinkhamer
About me
Dad of two young daughters, avid traveler , amateur photographer, big picture thinker , tinkerer and minor web geek.
I’ve been around the www since day one (day two actually if you include Tim Berners-Lee’s NeXT server) staring with installing Mosaic end 1993 and essentially creating one of the first intranets around. I was in Customer Support for HP back then and figured it would be a useful tool for providing support information and I haven’t stopped thinking or doing that since.
speciality
Some of the things I’ve worked on:
Professional Summary
Summary
Internet strategist and manager with substantial experience in the Internet Particularly in the areas of on-line support, Design for Serviceability and IT services solutions introduction management.
Extensive national and international experience and network.
Over 15 years experience in Internet management roles for very large scale solutions. Can manage complex business and IT projects. Manage both people and processes in complex business and technical environments.
Proven experience in web site strategies and management, hardware and software serviceability and Design for serviceability strategies as well as software program Management.
Proven leadership in global, multi-cultural team environments.
Has worked extensively with the US, Far East, Latin America and EMEA
Specialties
- Strategy developer,
- Alignment of business requirements with strategy
- Deliver solutions to enable business strategies
- Program Management
- e-support Strategy management,
- People motivation.
- Internet Product Management,
- Business Development
- Design for Serviceability
- Software development management
- Research and Development
- Social Media Evangelist
- Customer Support and User Experience.
- Content management
Travel, good food, good wine, good life
experience
Experience
Support Automation Services Manager for Imaging and Printing services
HP
Public Company; 10,001+ employees; HPQ; Information Technology and Services industry
December 2009 – Present (2 years 3 months)
Spearhead development and launch of all Support automation initiatives for IPG services, covering both revenue driving and cost reduction intiatives. Oversee all key program components including service definition and delivery, IT and R&D development and solution development.
IPG E-delivery Manager
Hewlett-Packard
Public Company; 10,001+ employees; HPQ; Information Technology and Services industry
January 1990 – December 2009 (20 years)
• HP Technology Services lead for Imaging and Printing Serviceability Initiative covering hardware, software and internet technologies
• Initiated, managed and developed innovative new support service crossing between desktop and internet service to provide proactive resolution of known issues with HP commercial printing devices. www.hp.com/go/proactivesupport
• Responsible for overall e-support strategy for HP’s commercial Imaging and Printing Division (IPG) including SMB, commercial/enterprise, High-Value and Managed Print Services customers exceeding over $100 million in savings while boosting Total Customer Experience quality measures.
E-support Program Manager
HP
Public Company; 10,001+ employees; HPQ; Information Technology and Services industry
January 1985 – January 1990 (5 years 1 month)
• Part of HP Managed Print Services WW core team, responsible for the MPS service portal creation and management
• Creation and management of personalized portal for HP's premier accounts program
• Creation and management of HP’s Instant Support for your Printers program making use of Embedded webservers in the HP Printers
• Part of an internal Hewlett-Packard start-up team to create e-Inclusion Solutions. E-inclusion is an initiative to close the digital divide between technology-empowered communities and technology-excluded communities. http://www.hp.com/e-inclusion/
• Co-conceived (patented) and developed HP’s Instant Support for printers which automates and speeds the resolution of computing and printing problems by linking printers embedded web servers (EWS) to enable e-services like message notification, remote diagnostics, software/firmware upgrades, and e-commerce. http://www.hp.com/hps/instant/
• Developed or co-developed various divisional e-business strategies
