Experience

Aimsio

• Canada
• Software Development
• 1 - 100 Employee

• Implementation Project Manager

  • Sep 2021 - Present



Alida

• Canada
• Software Development
• 200 - 300 Employee

• Technical Project Manager

  • Jan 2021 - Sep 2021

  • Provide technical consulting and product expertise to customers enabling a comprehensive solution is delivered in a timely fashion• Lead live customer sessions to deliver in-product training on configuration steps, instill best practices, and drive product adoption• Respond to shifts in configuration scope and effectively manage client expectations• Document custom configurations for internal support teams• Follow QA processes to ensure a quality product is delivered • Monitor and report on progress throughout implementations to ensure deliverables, budgets and timelines are met• Address and escalate risks where needed• Conduct implementation pilots for new platforms• Consult, collaborate, and debrief with internal customer support teams

• Escalations Analyst

  • Dec 2018 - Jan 2021

  • Manage product issue priorities for development and engineering team to ensure adherence to SLAs• Identify client improvement opportunities and reinforce best practices• Designated subject matter expert for API• Create and manage supplementary Technical Support documentation and training tools to fill gaps in operational and product knowledge• Provide on demand support during system upgrades to reduce potential down time for clients

• Technical Analyst

  • Jun 2018 - Dec 2018

  • Investigate functional and technical issues, and manage client expectations and timelines• Provide detailed information about Alida software regarding updates, issues, and workarounds• Manage incoming technical support tickets over phone, chat, and email• Log product related issues with the development team in ticket management system • Assist new hires with developing skills and knowledge surrounding the platform



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Business Technical Support

  • Aug 2016 - Jun 2018

  • Provide networking, VoIP, Shaw managed PBX, and hosting technical support to business customers• Educate business customers with proper use and deployment of Cisco Meraki products • Work with 3rd party technical support teams to diagnose networking issues• Route and schedule service technicians to businesses in the event there are issues with services• Document and log all trouble tickets on customer accounts to maintain an accurate history of service issues and inquiries• Identify and escalate large area outages to action center team for investigation• Heavily relied upon by tier 2 team to complete call-backs for escalated customers• Consistently exceeded expectations for average call handle times• Known as a top performer for first call resolution

• Residential Technical Support

  • Jun 2012 - Aug 2016

  • Provide customers with professional and friendly customer service• Assist residential customers with troubleshooting cable, internet, and phone hardware• Route and schedule service technicians to homes with service issues that could not be resolved over phone• Log trouble tickets on customers account to maintain an accurate history of service issues and inquiries