Experience

Tangam Systems

• Canada
• Software Development
• 1 - 100 Employee

• Senior Support Engineer

  • Dec 2020 - Present



Adlib

• Canada
• Software Development
• 1 - 100 Employee

• Technical Account Manager, Senior Support Engineer

  • Feb 2015 - Sep 2020

  At Adlib, I raised the bar, put the customer at the centre, and maintained a proven track record for client satisfaction in a technical support role, receiving frequent commendations from our clients and exceeding service level agreements.• Demonstrated leadership in technical support in a Visual Studio environment using Team Foundation server for issue reporting and tracking with development, and MS Dynamics for CRM and case management.• Verified leadership holding named accounts where customers used my direct cell number, maintaining very high success rate for on-call support for go-live operations and production-down concerns• Maintained a high level of customer satisfaction by providing regular updates in non-technical language• Reviewed cases and liaised with development and project management to mobilize strategic changes to help customers or assist with future resolution of issues• Met challenges head-on and acted as an escalation point (tier 2) in a 2-tiered support environment• Results-motivated, maintaining low numbers of unresolved support tickets/requests • Attention to detail, while balancing up to 10 open cases at a time and ensuring completion of user acceptance testing of fixes on cases under my management• Team-oriented, liaising and communicating with customer success managers, sales, and development to optimize the client experience • Fostering growth and innovation – helping sales and customer success understand customer problems and needs to expand sales and footprint• Advanced knowledge and took responsibility for mentoring and training new and junior employees, and co-ops. Developed update articles and Knowledge Base articles for internal and external use• Demonstrated proficiency using SQL and PowerShell scripting to automate complex tasks and investigate and resolve customer issues• Assisted with the delivery and installation of new installs, upgrades, and manual hot fixes



ZPI

• Canada
• Software Development
• 1 - 100 Employee

• Software Specialist, .NET Analyst

  • Jan 2009 - Dec 2014

  Achieved high customer satisfaction during the course of daily, high-quality, technical support to clients in a Visual Studio environment.• Provided high-level service through updates to client software, and testing using click tests and automated data validation• Took responsibility for the development of in-house tracking systems• Kept meticulous attention to detail, fine tuning the program for performance and reliability• Led the way by developing the program used organization-wide for every new software release• Met client needs by travelling to complete final installations of reporting software, increasing client productivity by providing reports outlining machinery performance



Align Software Inc

• Intermediate Software Developer

  • Apr 2005 - Oct 2008

  Mobilized multiple initiatives in a small team environment, balancing many projects simultaneously and demonstrating prioritization and the ability to meet tight deadlines.• Adapted and learned quickly in an Eclipse development environment, utilizing Java, EO Modeler, WebObjects, Subversion and the Project WONDER framework.• Spearheaded the re-development and support of an existing content management system.• Communicated closely with clients to determine workflow requirements• Demonstrated success in end to end development of custom content management systems and online tools including catalogues and surveys• Brought client ideas to life, taking projects from definition of requirements to finished product



College Pro

• Canada
• Consumer Services
• 400 - 500 Employee

• Franchise Owner and Manager

  • Jan 2003 - Oct 2003

  As a university student, managed all aspects of starting, maintaining and closing a personal business. Required excellent skills in customer service, problem-solving, communication and critical thinking. Product and service positioning and marketing was widely used.Maintained a 95% + customer satisfaction rate through continuous quality monitoring program. As a university student, managed all aspects of starting, maintaining and closing a personal business. Required excellent skills in customer service, problem-solving, communication and critical thinking. Product and service positioning and marketing was widely used.Maintained a 95% + customer satisfaction rate through continuous quality monitoring program.