Gathering customers' business use cases and documenting product-based requirements with recommended solution designsEducating customers and partners on high-level product architecture, functional design, and best practicesAssisting in the scoping, analysis, and documentation of implementation projectsDeveloping and delivering technical training designed to enable/educate SailPoint implementation partnersHelping implementation team members design creative solutions to complex problemsAssisting with the actual technical delivery of the solution via written code or complex configuration

Travel & Home Renovation project

Collaborated with luxury retail clients, project managers, product managers, development managers, and team leads to uncover the technical details behind client requirements and served as the key Subject Matter Expert (SME) for the integration between our systemsPlayed a hands-on role in development, mentorship, code reviews, and management of developers, QA, and product in order to guide and speed up the delivery timelines of projectsDemonstrated mastery as a Tulip technical expert, successfully implementing and launching 6 large strategic clients and contributing to 20+ product features as a technical product ownerLead presentations to all client, leadership, and project stakeholders; gaining insight, building consensus, and buy-in for projects and features/functionality

Technical lead for the implementation of healthcare SaaS platform applications and related data migrations and integrationsManaging a global remote team of 8 technical engineers, resulting in a significant improvement in cross-functional collaboration and project delivery efficiencyManaged professional services' client project portfolio, guiding ~200 in-flight projects, maintaining budgets/margins and customer experience

Hands-on team lead overseeing the scoping, planning, and delivery of custom data integration projects, achieving a 40% increase in successful project implementationsAs a technical pre-sales lead, contributed to a $2 million increase in revenue by providing key insights during the scoping of high-value customer opportunities by advising on integration options, feasibility and costingPioneered and standardized new methods of data migrations, integrations, and technical services offered to prospective and existing customers including but not limited to mergers, acquisitions, and divestitures

Provided tier 2 and 3 support for clients utilizing client/server and web-based software in the healthcare industry Worked with clients regarding troubleshooting, maintaining, and configuration of entire implemented system to ensure optimal performance and availability. Provided high-level support at workstation, browser, network, server, database, and code levels of implemented solutions. Managed multiple client requests simultaneously. Ensured appropriate, detailed, and timely follow-up actions and communication Client-facing as product/technology SME to plan project tasks and timelines Advising strategies for software upgrades, migrations, and feature implementation/configuration Technical lead for ETL implementation, support, and training including PA-PSRS, ECRI, and other patient safety organizationsDesigned complex SQL scripts, performing database configuration merges and custom feature implementation/support

Designed customized databases and web applications within a Lotus Notes/Domino environment using Formula Language, Lotus Script, Java, HTML/XHTML, and Javascript.Built customized transparent scripts for travelling/roaming users allowing for unprecedented offline productivity.Provided on-site support services and worked with remote teams to deploy/support/maintain all hardware and software.Reflected expertise in object-oriented analysis/design, and skilled at progressing from problem statement to well-documented designs and solutions.

Coordinated desk side/remote support operations and immediate point of escalation for IT support specialist teams supporting 500 users in 5 Ontario offices (Toronto, Markham, Guelph, Waterloo, and London).Responsible for conducting interviews and training for IT support specialists and co-op students, ensuring a proficient workforce able to adapt quickly in a fast-paced environment. Hands-on coordination with development team with designing, implementing/integrating, and testing custom ticket-based issue tracking and reporting system.Increased call and resolution efficiency by over 30% by establishing formal lines of communication between support teams and management, 2nd tier escalation, and project leads.Designed a user satisfaction response survey system for continual evaluation and retooling of support services provided.

The sole on-site IT resource for 150+ users spanning three offices (Guelph, Waterloo, and London) providing application/hardware deployment, support and maintenance.Worked closely with IT support desks, tier two administrators, and management teams across all Canadian offices to plan regional support and deployment strategies.Managed equipment bookings and setup, regional video conference scheduling, connections, and troubleshooting/support.Responsible for deployment, support, and configuration of all regional Blackberry handheld devices.