Responsible for the successful delivery of multiple, simultaneous projects and one-off client requests – coordinating all elements of delivery including requirements gathering, solutioning, software configuration and development, quality assurance testing and deployment.• Onboard various clients to new customer relationship management system (SugarCRM) by managing project delivery, business process identification, and the integration of existing data and workflows• Identify client objectives, assess current business processes and provide recommendations to improve productivity• Document business requirements and translate into software design elements, clearly outlining expectations resulting in the reduction of rework and delivery timelines• Enhance system usability and end-user efficiency with the creation of reports and dashboards and the implementation of custom functionality and workflow processes• Manage regular releases, enhancements and upgrades of SugarCRM for support clients, documenting release notes and ensuring ongoing communication and collaboration with client contacts • Perform quality assurance testing to ensure custom functionality meets specified user requirements and to improve system reliability and the user experience

Responsible for the successful delivery of assigned projects to support the consumer organization: focused on operational improvement, process refinement and the introduction of new tools.• Consistently created a communication strategy with project stakeholders to share updates, acquire information, remove road blocks and reduce project cycle time• Partnered with change management, communications and training teams to create a clear message, overcome potential objections and build strategies for user adoption • Developed operational readiness plans (including change management practices, communication, training and support components) to ensure a successful integration, launch and user adoption• Managed a multi-phased project to implement a new knowledge base and social collaboration tool (Jive) for 4000+ customer-facing employees, which supported shared learning, tips and collaboration. Managed subsequent upgrade from hosted to cloud

Provided support on Human Resource Information System (HRIS) projects and managed the transition of the company’s employee knowledge and information platform (Shaw Central - Intranet)• Completed business analysis and determined requirements for new and expanded functionalities. • Led user acceptance and quality assurance testing to improve system reliability and the user experience• Led the initiative to provide employees with self-serve access to year end T4’s resulting in significant production efficiencies and improved employee access to documents

Accountable for the maintenance and improvement of human resources content on the company intranet (approx. 400+ pages of information).• Participated in quality assurance and user-acceptance testing for the release of new functionality• Coordinated the revamp of registration/password reset process to simplify user access while ensuring security requirements were being met and reducing the number of support calls by 50%• Maintained up-to-date content on the site through coordination and training with various teams • Provided support to assist users with access issues or technical problems