Experience

• 

  SmartSimple Software

  • Canada
  • Software Development
  • 100 - 200 Employee

  • Quality Assurance Analyst

    • Nov 2020 - Present

  • Development Coordinator

    • Jun 2018 - Nov 2020

    • Composing and editing Knowledge Base content for internal and external users.• Maintaining partner and vendor relationships, and liaising with new vendors for integration development.• Escalation management for high-value clients.• Prospect and RFP support to provide technical and compliance-related data.• QA/Regression testing for regular upgrades.• Conducting online technical training for partners, and providing written documentation.

  • Technical Support Analyst

    • Oct 2017 - Jun 2018

    • Conducted client-facing webinars and demonstrations; wrote documentation for both internal peers and external clients.• Created and maintained strong ties with key development/implementation stakeholders.• Provided knowledgeable, friendly and intuitive support to all clients.• Sought and took action on opportunities for improvements to client support and care.

• 

  Canadian Virtual Assistant Professionals

  • London, Canada Area

  • Partner

    • Sep 2016 - Present
    • London, Canada Area

    • Social media queue management and scheduling• Social media post and blog copywriting• Proofreading content for clients and company• Image sourcing and curation for use on various platforms.

• 

  Epsilon

  • Dreammail Support, Team lead

    • Mar 2001 - Jul 2016

    • Established rapport with clients to actively obtain information, garnering a high level of mutual respect between support team and client teams. • Effectively managed expectations of crucial clients while balancing multiple high priority deadlines and providing ongoing updates to clients while resolving emergency situations. • Processed, triaged and tracked submissions and requests, communicating directly with clients.• Utilized impeccable customer service & communication skills to handle phone calls, log tickets via email, handle escalated cases, and separate workload between support staff. • Advising the clients on the most effective and efficient use of support services and products.• Provided ad hoc training on specific topics, skills and best practices for clients.• Performed SQL and Unix log analysis and generated custom data files, as well as resolved up-time and service alerts for PC and Unix systems using remote access software. • Logged enhancement requests and defect reports. • Liaised with engineering team to effectively resolve complex or severe issues. • Managed technical support ticketing systems via Portera, Remedy, iHeat, and Service Desk.• Composed test plans for the roll-out of new changes and hot fixes.• Composed emails to test defects and recreate client-reported issues.• Assisted in the hiring process by posing highly technical questions to candidates during interviews while simultaneously evaluating candidate’s ability to work collaboratively within a team. • Coached support staff across 3 locations internationally to perform day to day activities as well as research and provide solutions for more in-depth issues. • Facilitated training webinars for staff on new updates and new systems and wrote technical documentation, knowledge base articles and test plans for software roll-outs/upgrades.• Rotating on-call (pager duty) for emergency/incident response.

• 

  Look Communications

  • Technical Support/System Administrator/Content Producer

    • Sep 1996 - Dec 2000

    • Conducted re-design and maintenance of company website to align with re-branding initiative.• Used technical writing skills to compose and edit content for the New Users’ Manual.• Monitored and maintained systems in a Linux-centric network, including DNS framework. • Routinely conducted user log searches via Unix to identify and suspend ISP conduct abusers.