Maropost

Solutions Engineer

Mobi2Go

• Provided Customer support for Mobi2Go’s online order management software, integrations with 3rd party POS systems(including Lightspeed, Kounta, Revel and Square) and payment gateways (Stripe, Square and Mob2Go’s own proprietary gateway)

• Hired to help with a huge backlog in support requests due to extreme business growth during Covid.  Within 1 month helped reduce the backlog from 500 new tickets without response, to a manageable inbound queue of 20 per day on average.   Implemented a more sophisticated ticket triage system to help make response times shorter and customer satisfaction higher.

• Owned printer hardware asset management and pre-authorization in MYSQL database to track Mobi2Go owned printers and their location, and securely tie printers to specific Customer Stores.

• Gathering of assets and pertinent information from Customers to be used in the building of branded native Apple and Google Apps.  Working closely with the development team to ensure Apps are properly QA’d  and Customer is satisfied prior to launch on the App stores.

Technical Support Specialist

Uberflip

• Provided Customers of a SAAS Content Experience Platform with technical support and consultation services including: Working closely with marketers to identify requirements and desired outcomes in using the Uberflip platform; ensuring all external content sources are imported; facilitating integrations with 3rd party analytics and marketing platforms; QA testing prior to launching of site and troubleshooting any issues post launch; Platform training and documentation

• Applied expert knowledge of web technologies and the Uberflip platform to ensure Customers are getting value and achieving business goals with their Sales Enablement, Lead Generation and Content Management strategies 

• Employed skills in web integrations, API, jQuery, Javascript, HTML/CSS to customize the platform based on Customer requirements 

• Acted as a conduit for feedback between Customers and Product team to help facilitate product evolution using Jira<>Zendesk integration as well as personal conversations with Product Mgrs.

Solution Engineer

• Provided 1st and 2nd Level support to end users of a digital publishing Software as a Service company, including customers, resellers and internal staff. Escalation to 3rd level support as required

• Defined case management and customer incident tracking processes using integrated Zendesk support software. Managed 300% increase in support tickets in 1st year due to business growth

• Defined processes for customer communications of system updates, planned maintenance, and known issues/problems

• Provided thorough system training and documentation for new customers and new company hires

• Produced educational training videos for customers, internal staff and helpdesk knowledge base

• Presented monthly live webinar broadcasts to discuss current industry trends and how software can be applied as a business solution

• Offloaded software demo creation process to outsourcing company to save internal staff 40 hours per month at low cost

• Worked closely with software developers to improve user experience, fix bugs, review customer feature requests and apply test cases to ensure system integrity/reliability

Sr Technical Support

ACI Worldwide

•1st Level customer support  for leading E-Commerce software company
•Case management and customer incident tracking using Salesforce.com CRM
•Prompt escalation to the proper resolution team for high priority issues
•Monitoring of live financial transaction systems
•Management of data backup media and offsite storage for disaster recovery readiness
•Designed and documented a Salesforce.com/MS Excel procedure to save team 20 hours per month on case metrics reporting and customer survey processes.

Operations Support Analyst

IBM Canada Ltd.

•Toronto Dominion Bank and Financial Group Account focal for all project and contracted labour
•Developed and standardized labour/cost tracking processes for use across major company accounts
•Designed and presented reports for project managers and executives to track labour using MS Excel , MS Access, and Siebel CRM
•Ad hoc data analysis for project managers and executives using BRIO Hyperion Reporting Suite and Siebel CRM
•Audited signed contract packages to ensure proper procedures followed and revenue recognized
•Monthly and quarterly reconciliation of labour data to customer invoice

Claim & Labour Administrator

•Designed and populated database of Ontario Hospital Inspection reports using MS ACCESS
•Constructed SQL queries to access important data relationships
•Analyzed, sorted and entered information efficiently from hard copy incident reports
•Chosen by staffing agency as employee of the month May 2005

Database Designer

Technical and Customer support professional always looking to apply skills and experience with companies who operate on the cutting edge of technology and industry.  

I learn technology quickly and can speak as an expert to people of all levels of understanding about the subject matter.   Helping people solve problems and get value using software is my greatest strength and passion.

Notable skills: Technical and Customer Support, Microsoft Office Expert, CRM Applications, DB design and Mgmt, Incident Reporting, SAAS software, Web Programming (HTML, CSS, JavaScript, jQuery, PHP), The Googles

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