Experience

Modern Campus

• Canada
• Higher Education
• 200 - 300 Employee

• Team Lead - Lumens Support

  • Apr 2022 - Present

• Senior Account Manager

  • Sep 2015 - Apr 2022

• Senior Account Manager

  • Jul 2020 - Mar 2021

• Account Manager

  • Sep 2015 - Jul 2020

  - Worked with clients in identifying issues as well as the path to resolution- Managed client status calls including creating effective agendas tailored to client needs and understanding - Updated clients based on stated needs and concerns in relation to upcoming improvements or changes in software functionality- Generated change requests based on client feedback during planning discussions and functional forecasting - Represented company in client facing opportunities such as on site visits and industry conferences- Trained clients (groups of 3-10) in all facets of enterprise software including functional lessons and best practices - Researched answers and best practice recommendations per specific inquiries- Liaisoned between development and DevOps/Cloud teams - Trained coworkers in client specific practises and support methodologies- Assisted in improving internal improvement processes- Responded to high priority situations involving client instances and solution availability- Quickly collected information from multiple sources to determine best course of action- Maintained various unique client needs and practises- Created and updated internal documentation to improve overall knowledge base - Worked with various software packages such as Jira, Zendesk, MS SQL 2014, Cloud Jenkins Show less



Team Eagle Ltd.

• Canada
• Aviation & Aerospace
• 1 - 100 Employee

• Quality Assurance

  • Sep 2012 - Apr 2015

  - Created test plan cases derived from the original specifications to ensure system functionality had been designed properly and used those cases to verify the end product through internal acceptance testing - Analyzed several software systems based on user requirements and objectives then set up demonstration versions from which some initial technical evaluation was performed . If the systems met the technical needs, several different types of end users were invited to give further input before consideration of purchase - Developed and maintained test environments to mirror client setups as closely as possible. This included virtual machines, VPN and connectivity, and other related hardware - Recorded support issues including detailed description of events that occurred, the symptoms of the issue, reproduction steps, and final resolution with testing and verification for future reference - Provided troubleshooting for issues with client systems, while investigating the initial information and performing support in tiers I and II. After each type of issue was discovered and resolved, steps were put in place to reduce or eliminate the problem in further installs or deployments - Identified deficiencies in internal processes and researched and implemented software and systems that addressed needs for various users including developers needing to track time and issues, project managers wanting a clear view of outstanding issues and management wanting to know overall time spent on issues in terms of planned versus actual time - Drafted support documentation including common and potential issues which included all information required to properly diagnose and identify issues, steps to resolve and address problems, and finally verification conduct to ensure everything was addressed . Show less



Team Eagle Ltd.

• Canada
• Aviation & Aerospace
• 1 - 100 Employee

• Project Manager

  • 2008 - 2012

  - Managed software system projects, creating project plans and working with multiple departments to meet milestones on time and with sufficient resources. Monitored potential scope creep and was able to facilitate changes prior to putting the project schedule at risk- Interfaced with clients from the initial project kickoff and followed it through to support stage, always keeping them informed of progress and issues along the way. Utilized constant and timely communication techniques such as weekly reports and conference calls to ensure projects stayed on track and delivered to client satisfaction and in a timely manner- Drafted system documents including software requirements, change management, implementation and installation procedures, support plans, and lessons learned. All documentation was client specific with targeted language and knowledge - Facilitated training sessions, creating flexible plans based on different end users, where necessary, and providing informative sessions as well as hands on experience, resulting in high adoption rates for the systems involved- Reviewed existing functionality of delivered projects as part of lessons learned to identify key components to migrate to other projects as part of continued improvement. Items also included were future design and restructuring possibilities, new technical, deployment and support hurdles to be watchful for and additional questions to ask about a potential deployment environment- Analyzed several software systems based on user requirements and objectives then set up demonstration versions from which some initial technical evaluation was performed . If the systems met the technical needs, several different types of end users were invited to give further input before consideration of purchase Show less

• Computer Programmer

  • Sep 2004 - Jan 2008

  - Developed, tested, and supported SQL database driven software systems comprised of three types of applications: inspection for gathering information, server for receiving/processing/automated tasks, and administration for viewing data and giving the users the ability to create customized reports to suit their needs. The main tools used were C#.NET, Crystal Reports, and SQL Server- Provided easy, step by step communications in order for clients to easily understand and be comfortable, whether it was dealing with a seasoned IT employee who required minimal guidance or describing in detail the specific buttons and controls for a person who was barely comfortable with computer- Worked with various client departments and users to integrate solution into their every day activities- Drafted support documentation including common and potential issues which included all information required to properly diagnose and identify issues, steps to resolve and address problems, and finally verification conduct to ensure everything was addressed- Altered existing software based on client preferences and requests. This could be as simple as modifying a user interface or a redesign of existing database tables and logic in more extreme cases. For redesign instances, all updates and changes were built into the logic of the program to ensure that there were no partial updates or mistakes- Designed and selected new tools to assist in the maintenance and general functionality of select software systems. This included but was not limited to designing an automatic update process for client sites that allowed easy updating of workstations or implementing a web-based issue tracking system that stored known issues and fixes and building a support knowledge base Show less