Experience

Globalia Web - An HubSpot Elite Partner Agency

• Chargé de projet technique senior

  • Jul 2021 - Present

  - Assister les parties prenantes durant le processus de vente au niveau de l'évaluation des besoins et/ou risques techniques inhérents aux pojets et mandats soumissionés. - Effectuer les analyses techniques des différents mandats gagnés. - Accompagner les développeurs "back-end" senior afin de déterminer les plans de travail techniques. - Épauler le responsable du département TI au niveau de l'organisation des horaires, des suivis hebdomadaire au près de l'équipe et des autres besoins qui peuvent se manifester. - Analyser le processus de maintenance des sites de nos clients afin d'optimiser le tout et trouver des pistes d'améliorations. - Évaluer l'offre de service afin de maintenance afin de s'assurer que les forfaits soient en ligne avec les normes et standards de l'industrie et les besoins de nos clients. - Effectuer les suivis qui s'imposent pour les renouvellements des ententes client.


SatelliteWP
• Canada
• Technology, Information and Internet
• 1 - 100 Employee
• Directeur technique / Tech Lead

  • Sep 2017 - Jul 2021


Vortex Solution

• Canada
• Advertising Services
• 1 - 100 Employee

• WordPress Lead

  • Sep 2013 - Sep 2017

  - Coordonner et gérer une équipe de développeurs (programmation et intégration) WordPress - Évaluer et prévoir la stabilité et le développement futur des applications - Assurer le suivi de projets avec les différentes parties prenantes. - Soutenir les équipes de développement dans l’utilisation des outils et normes - Offrir du coaching et tout le support nécessaire aux membres de l'équipe - Participer à l'évaluation de la performance des programmeurs, participer à l’élaboration des objectifs annuels et identifier les besoins de formation - Créer des sites Web à l’aide de WordPress - Connaissance des fonctions built-in de WordPress - Appliquer les bonnes pratiques WordPress et démontrer une bonne utilisation des plugins standards - Superviser la création et modification de plugins et thèmes se conformant avec les standards établis - Effectuer du développement PHP 5 et orienté objet avec WordPress



TELUS

• Canada
• Telecommunications
• 700 & Above Employee

• Business Analyst II

  • Nov 2012 - Aug 2013

  - Primary responsibility is development of internal applications, using PHP, MySQL, and ASP.NET- Project involvement during implementation of products, services, and customers- Accountability for the end to end business process of all "non-trouble" requests- Work with all levels of customers to identify products/services to be requested, configure, test, present for sign-off, documentation, training, etc- Work with all levels of resources in TELUS, internal to the Customer, and some 3rd party vendors to establish, document, configure, test and support ongoing workflow, including enhancements that "evolve" process effectiveness & efficiency- Work with Account Teams to address customer issues; to identify & solution improvements; and to promote ongoing growth of scope & volume of revenue-generating solutions for the customer, and to the benefit of TELUS- Supporting services & functions related to Business Process, such as reporting, presentations, consulting, training, documentation, etc- Prepare, Host and Deliver meetings & presentations in support of business process management- Training

• Business Helpdesk Specialist VI | Team Lead

  • Dec 2011 - Nov 2012

  - Answer help desk calls from front line agents and assist on complex cases- Directly lead and train Google Email Specialist vendor team (~20 agents)- Insure team KPI's are being met and exceeded by performing daily case scrubs, recognizing key opportunities and assisting agents in efficient and effective case handling- Create agent reports relating to low quality case handling and presenting to quality analyst for coaching opportunities- Review complex front line cases for escalation to Google Engineering team and ensure quality of documentation and troubleshooting- Handle supervisor escalations from irate Google Apps customers- Work with counterparts at Google for Google Email services to ensure transfer of knowledge to TELUS- Update documentation and internal Knowledge Base material- Train and coach front line staff on technical knowledge to maintain and improve knowledge on the front line team- Hold weekly sync meetings with my specialization team internally

• Business Helpdesk Specialist III

  • Jul 2011 - Dec 2011

  Supporting priority business customers internationally, gathering information, troubleshooting technical and account issues, and escalate cases as neededQualifications-------------------Strong troubleshooting/problem solving skills Ability to prioritize and multitask work Ability to perform job functions under stress and pressure Ability to adapt to new technologies Experience working on central helpdesk teams Strong verbal and written communication skills and analytical skills Excellent customer service skills Self-motivated, creative, flexible, willing to take initiative and be accountable Commitment to continuous self learning Commitment to document solutions and knowledge gaps as identified Experience using and troubleshooting Google Apps issues



Astral Media

• United Kingdom
• Media Production
• 1 - 100 Employee

• Interactive Support Agent

  • May 2010 - Jul 2011

  Had to facilitate the efforts to troubleshoot and resolve issues for the different web, mobile, audio/video and live-streaming platforms for their 83 radio stations across Canada. Responsibilities : - Act as the first line of support to our internal clients (webmasters, radio hosts, digital sales advisors); - Enter, assign priority and track issues in their ticketing system; - Monitor and escalate resolution activities on high severity cases; - Communicate status and impact on open high severity issues; - Coordinate resolution activities with the development team or 3rd party providers, when required; - Produce reports on support desk activity. Demanded : - Strong communication skills - Superior analytical abilities

• Network Specialist I

  • Sep 2008 - Apr 2010

  - Provides technical and process support to internal departments and/or external customers.- Responsible for delivering service levels as per contractual obligations as detailed in SLA.- Identify trends and develop action plans to eliminate through Problem Management through the adherence to change management processes.- Develop and maintain documentation and information, e.g. network diagrams, typologies, contact information, etc.- Investigates and considers alternatives to develop innovative solutions for the network infrastructure, network monitoring capabilities, procedures and processes.

• Business Heldpesk Specialist III

  • Aug 2006 - Sep 2008

  - Provide customer service, the first-level support and reporting problems products and services for telecommunications and IT clients in accordance with procedures, standards and practices established- Solutions supported: Voice, data and internet, web hosting, phone systems