David Sims Email & Phone Number

Waterloo, Ontario, Canada

• Directly responsibility for the operations of the VIM and Archive Center Customer Support teams. This encompasses a customer centered philosophy, time management, issue prioritization, and policy compliance.• VIM Voice of Quality -Quality Champion• Mentor the Customer Support team members and engage in activities such as hiring, performance management, training, etc.• Manage all customer relations for customer problems that are escalated to my attention. This includes managing C-level escalation situations, developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.• Develop standard operating procedures for the OpenText Customer Support team.• Provide leadership and facilitate open communication between Technical Specialists, other departments within Open Text and with a focus on the SAP partnership.• Provide strong technical background and experience, using the following technologies:- Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers- Web technologies such as web servers, browsers, etc.- Networking, architecture, and load balancers- Enterprise software solution architectures with a focus on SAP- Cluster and Disaster Recovery architectures and concepts- Validate environments and security compliance in the enterprise

• Directly responsibility for the operations of the VIM and Archive Center Customer Support teams. This encompasses a customer centered philosophy, time management, issue prioritization, and policy compliance. • Mentor the Customer Support team members and engage in activities such as hiring, performance management, training, etc. • Manage all customer relations for customer problems that are escalated to my attention. This includes managing C-level escalation situations, developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress. • Develop standard operating procedures for the OpenText Customer Support team. • Provide leadership and facilitate open communication between Technical Specialists, other departments within Open Text and with a focus on the SAP partnership.• Provide strong technical background and experience, using the following technologies: - Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers - Web technologies such as web servers, browsers, etc. - Networking, architecture, and load balancers - Enterprise software solution architectures with a focus on SAP - Cluster and Disaster Recovery architectures and concepts - Validate environments and security compliance in the enterprise

• Represented OpenText with excellent composure, patience, and empathy in highly critical situations.• Isolated, reproduced and analyzed complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity.• Managed delicate customer relationships and clearly documented all interactions within the company database. This included tracking multiple issues and regular status calls.• Tested Open Text product issues within various environments for validation and solution purposes.• Collaborated with other departments and teams in troubleshooting issues.• Reported software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.• Served as point of escalation and mentor for technical analysts. Designed and delivered technical training on existing and new products as required.• Provided feedback on the direction and requirements of the sandbox environments, assisted in building and maintaining these environments.• Provided afterhours/on call support.• Provided strong technical background and experience, using the following technologies: - Strong functional expertise with OpenText products specializing in the archiving scenarios with a focus on SAP - In enterprise environments: networking, architecture, clusters, web servers, Oracle\MSSQL, Windows, Unix

• Represented OpenText acting as first point of contact for technical inquiries regarding archiving solutions and their integration into external environments.• Utilized exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy.• Showed an understanding of the customer environments and product enabling resolution of complex technical issues and providing alternative support options not always related to OpenText products directly.• Acted as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.• Collaborated on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.• Contributed to the knowledge base by authoring and editing articles to share current information with team members.

• Researched and problem-solved issues related to various Operating Systems, input/output devices and drivers, generating imaginative solutions.• Provided timely technical support on imaging software packages to customers and vendors around the world.• Developed and sustained strong customer relationships with major company clients.• Participated as the integration expert within the product support team responding to issues in a fast-paced environment. • Prepared and conducted custom software training sessions to be held at customer sites or in-house.• Liaised between Spicer Development, Spicer Quality Assurance and the end user or vendor, effectively balancing the needs of the customer and the company’s deliverables.• Educated users and debugged programs written in ActiveX, HTML/JavaScript, OLE, DDE, VB, .NET and C.• Functioned as site administrator of corporate WebEx Enterprise sites.