Ashley Baker Email & Phone Number

Magog, Quebec, Canada

• Functional lead for migration project from SAP ECC 6.0 to S/4HANA.
• Led change management strategy, stakeholder analysis and training delivery for business users.
• Coordinated training preparation and rollout for 400+ end users across 30 different roles/teams worldwide.
• Developed comprehensive regression and user acceptance test plans to capture end-to-end business processes.

• Early team member for mobile-first event management and networking solution serving in-person events.
• Directed feature development and user experience from product inception to MVP.
• Led market analyses and user interviews to uncover customer needs and market opportunities, driving business direction and providing key insights to management and stakeholders.
• Established strategic partnerships with industry leaders and championed early customer adoption.
• Partnered with UI/UX, development and marketing teams to create holistic, person-first product development strategies and processes.

• Acting project manager in a multi-product SaaS environment.
• Defined and implemented Agile workflows, bug reporting and communication strategies to existing development project.
• Led company-wide training on the adoption of Scrum framework and transition to Jira.
• Oversaw project kick-off in accordance with new framework.

Montreal, Quebec, Canada

• Support coordinator for several F2P mobile game titles at various stages of product lifecycle, responsible for driving strategy across level 1 agent teams and serving as a product expert liaison between production and.
• Developed extensive product knowledge base and led training for new team members.
• Reported support KPIs, bug trends and player feedback to production team.
• Collaborated with cross-functional teams (Production, QA, Marketing, Community Management) to assess overall project health and adjust dynamic support strategy.
• Established workflows, best practices and documentation for CRM, analytics and back-end support tools.
• Successfully introduced new macro software solution and oversaw department-wide implementation.

• Created promotional materials specific to target verticals, for web and print.
• Assisted in developing brand guidelines for external material.

• Technical support and product expert for 3D-MOT cognitive performance software and related hardware.
• Responsible for onboarding new B2B clients and business partners, as well as maintaining existing accounts.
• Performed remote and on-site software and hardware installations, troubleshooting and system configurations.
• Handled all incoming support requests, from bug reporting to user education.
• Assisted in the implementation of new CRM and ticketing system.

• Provided technical and multimedia support for students, staff and faculty.
• First point of contact for troubleshooting, documenting tickets and triaging.
• Created instructional documents and video tutorials.

Bachelor Of Science - Bs, Neuroscience

Certificate, Computer Science

Certificate, Globalization And Environmental Resource Management