Experience

Workzoom

• Canada
• Software Development
• 1 - 100 Employee

• Product Manager

  • Nov 2019 - Present

• Client Services Manager

  • Apr 2016 - Nov 2019

  -Act as liaison between clients and Nortek -Ensure client satisfaction with Nortek and our product-Provide direction to client service representatives-Provide implementation project control-Coordinate implementation between clients and implementation specialists

• Sr. Implementation Specialist

  • Jul 2014 - Apr 2016

  • Interact daily by phone or email with clients to provide on-going user and implementation support• Work collaboratively with client and internal teams to investigate problems and identify solutions for business issues within the client base• Identify and propose application system changes, enhancements and development changes• Analyze client’s business processes and procedures to determine how the Nortek software solution can address their requirements• Train end users in the usage of the application• Work with the conversion team and client to help convert client’s legacy data into Nortek People Management Software• Assist in the configuration and testing of client software implementation• Conduct quality assurance testing on new software ensuring the software meets Nortek’s high standards



High Line Software Inc., a NEOGOV company

• Canada
• Software Development
• 1 - 100 Employee

• Project Lead

  • Jun 2008 - Jul 2014

  • Project Manager for new application modules and enhancements, ensuring projects are designed and implemented to suit the needs of the clients• Assisted in the planning and development of a new benefit self service module. Now directly responsible for subsequent phases of module • Directly responsible for integrating a new U.S. taxation engine into the application. Ensured team members remained focused and kept to the tight deadline• Consulted client base on how to implement the new tax engine, providing best practice solutions• Responsible for ensuring all clients migrated over to the new tax engine within the time frame allowed• Hosted several training sessions at High Line’s 2011 User Group Conference in Nashville Tennessee

• Application Support Specialist

  • Jul 2001 - Jun 2008

  • Directly responsible for maintaining client satisfaction to implementing and live clients while tracking specific documentation for future retrieval. Supported clients in Payroll, Recruiting, Self service, Time Management, Accounting and Health and Safety modules.• Liaised directly with customers for investigation of logged issues through telephone, email and remote desktop connection• Provided solutions, workarounds, and troubleshooted complicated business requirements and when necessary coordinated other personnel required to resolve the issue• Responsible for supervising department while department manager was away• Educated clients and new employees in the application as well as other business and technical features.