David Snare Email & Phone Number

Canada

Canada

Winnipeg, Canada Area

Winnipeg, Canada Area

• Primary responsibility to provide frontline support to clients and vendors on Encore add on products for Microsoft Dynamics GP.• Assist development and business management with design, implementation, gathering requirements for Customization products.• Assist with Quality Analysis of enhancements and resolutions to products.• Assist with and Provide Consultation sessions for Encore Products.• Creation and maintain user guides, teaching aids, Quality test procedures and build note documentation.• Assist with documenting in and maintaining Internal CRM Environment.• Documenting change request and issues and logging requests appropriately.• maintain and create registration keys for products upon client request.• Assist with Sales initiatives in creation of campaigns and tracking in CRM.

Winnipeg, Canada Area

• Primary responsibility to assist development and business management with change request and testing. • Provide frontline support to helpdesk and Investigate any production issues that arise and track and log issues using project management tools such as Target process.• Respond to change requests and logging requests appropriately.• Creation of test plans and scripts and executing tests appropriately with review upon completion.• Creation of user Guides, teaching aides, and notifications for production and peers as needed.• Assist developers with feedback in development and reports.• Provide training and teaching guides to peers and developers on new processes.• Facilitate team meetings.• Experienced in taking on Business Analyst roles on large projects to ensure main deliverables created on projects. As well Process maps created.• Identify risks and document risk assessment

Winnipeg, Canada Area

• Provide coaching and mentoring to call center team• Assist with Escalation inquiries.• Write and review performance reviews.• Monitor staffing measures ensure accurate staffing online to meet volume needs• Creation of secondary worklists and assign volume to staff• Close / Open Call center• Process incoming / outgoing contacts (online via chat / email or phone) and identify customer needs through personal rapport.

Winnipeg, Canada Area

-Acting Team Leader / Team MentorJan 2009 – Feb 2010-Intern Team LeaderOct 2007 – Jan 2009-Team Leader Trainee (TLDP)Oct 2005 – Oct 2007-Technical Support SpecialistApril 2001 – Oct 2005ResponsibilitiesTeam Leader position• Provide coaching and mentoring to call center team• Ensure time cards appropriately updated• Assist with Escalation inquiries.• Monitor customer contacts and provide performance feedback.• Write and review performance reviews.• Assist with training of peers and subordinates• Ensure KPI are met and analyze needs to ensure KPI is met Agent Position• Provide frontline support for incoming/outgoing calls (online or by phone) and identify customer needs by establishing personal rapport. • Educate customer on up-sale incentives.• Ensure accurate escalation procedures followed when the need arises.

Calgary, Canada Area

• Production line testing of Cell tower receiver / transceiver equipment.• Troubleshooting production defects• Calibration of test sets• Training new staff

Calgary, Canada Area

• Create and maintain Instrumentation Database on new projects. • Create and maintain Instrumentation Datasheets. • Creation of Instrumentation Datebook. • Review plant diagrams for database creation. • Work closely with Process engineers and Project Engineers and drafts people. • Perform Valve sizing calculations and contact with Suppliers for procurement. • Provide frontline support in office to Lead Instrumentation Engineer. • Extensive experience with PLC, and Boolean Logic. • Extensive experience with Excel and MS Access applications.