Apps and Data Specialist

• Aug 2019 - Present

Business Applications Analyst

• Mar 2016 - Sep 2019

CRM Dynamics (versions 2015, 2016, and Dynamics 365) customization and administration. Integration between Dynamics and Sage 300. Redesigned Sales and order processing to enable reporting and automation of sales commissioning. Troubleshoot and repair issues in Sage 300 database. Assist with monthly billing cycle. Documented processes on SharePoint, Yammer, and IGLOO intranet. Experience with Microsoft PowerApps, Flow, and Power BI. CRM Dynamics (versions 2015, 2016, and Dynamics 365) customization and administration. Integration between Dynamics and Sage 300. Redesigned Sales and order processing to enable reporting and automation of sales commissioning. Troubleshoot and repair issues in Sage 300 database. Assist with monthly billing cycle. Documented processes on SharePoint, Yammer, and IGLOO intranet. Experience with Microsoft PowerApps, Flow, and Power BI.

Farm Service Coordinator

• Mar 2013 - Jun 2014

Designed, developed, tested, and maintained a Customer Relationship Management (CRM) system using Microsoft Dynamics (versions 2011 and 2013), providing consistent customer service and better marketing tools. Designed and managed data integration between the business ERP and CRM systems using Scribesoft ensuring accuracy and timeliness of CRM information. Used various query tools to combine and report on CRM data stored in a SQL Server replication database with ERP SQL Server based data to provide management decision making tools and to implement complex marketing plans. Wrote complex queries to mine information from archived legacy databases (mainframe, Oracle, and Sybase) to answer customer inquiries. Designed, developed and maintained cloud-based Microsoft SharePoint sites for Knowledge Management and system and project management to provide consistent customer service and staff training tools and reference material, and to ensure project tasks were thoroughly documented, tested, and completed. Acted as back-up on all company SharePoint sites, including company Intranet. Worked directly with various vendors to implement software upgrades and resolve software issues. Provided ongoing system and business support and training to head office and country-based staff.

Technical Lead

• Aug 2006 - Mar 2013

Designed, implemented, and maintained A Knowledge Management site in on-premise Microsoft Sharepoint 2010 providing improved customer service through consistent information, training tools, and reference material. Designed, developed, and maintained a repository for contact centre and business reports using Crystal Reports allowing management to make decisions based on real-time information. Created complex fillable forms and reporting using Adobe Professional to gain efficiencies through automation. Reingineered and created several new business processes to provide better service to farmers and significant reduction in operating costs. Monitored and maintained all aspects of contact centre systems (interaction distribution, IVR, contact management and tracking, reporting, call recording storage and retrieval, and VOiP network) to ensure smooth operation and an excellent customer experience. With a small group of peers, led and guided a group of 30 Farmer Service Specialists.

Business Systems Analyst

• Jan 1988 - Jul 2006

Led and mentored five Business Systems Analysts to develop their query, reporting, documentation, analysis, and system testing skills. Led cross-functional development teams in the development and maintenance of ERP system components. Integrated ERP system components across multiple platforms (mainframe, Sybase, Oracle, Lotus Notes). Gathered and developed system requirements, collaborated on system design, created test plans and test scripts, and led testing teams to ensure that systems would meet all business and usability goals. Developed business reports to meet system and ad hoc requirements for decision-making information regarding farmer contracting, delivery, payment, and loan programs. Represented Farmer Systems manager in absentia to maintain continuity of support and service quality. Documented workflow and reengineered and added new farmer delivery policies and procedures to provide better service, save costs, and ensure system compatibility. Collaborated closely with consultants, vendors, and outside agencies to develop data exchange protocols and specifications for system design and creation. Designed various forms for farmer and grain company staff completion. Wrote and edited delivery policy and Advance Payments Program manuals for farmer and grain company staff training and reference. Created or collaborated on Request for Proposal/Information documents, and project management documents.

Senior Clerk

• Jul 1981 - Dec 1987

Responded to inquiries from farmers and the grain industry providing excellent customer service on all CWB related topics. Influenced policy and procedural decisions on delivery policy to ensure efficiency. Provided guidance and training to other staff. Managed special research projects for Provincial and Federal Governments.