Derek Joseph Email & Phone Number

Vancouver, Bc, Ca

Vancouver, Canada Area

As the Senior Client Implementation Manager, I oversee all the implementation projects for new and existing clients to ensure a smooth transition from previous vendors or technical integration with compatible CRM systems.Some of my duties include:> Project Kick off: Lead client kick off calls with clients and key stakeholders , to gather requirements > Create project plan: Create a flexible and realistic project plan and review with client.> Assess project scope… Show more As the Senior Client Implementation Manager, I oversee all the implementation projects for new and existing clients to ensure a smooth transition from previous vendors or technical integration with compatible CRM systems.Some of my duties include:> Project Kick off: Lead client kick off calls with clients and key stakeholders , to gather requirements > Create project plan: Create a flexible and realistic project plan and review with client.> Assess project scope and determine billable services> Product Training: I deliver product training to clients and their stakeholders . Also coordinate with subject matter experts to deliver training as needed.> Feedback loop: I have implemented feedback surveys using "GetFeedback" to use with our support and Implementation teams. We use this to improve efficiencies with our Support and Services Teams.> Support: Provide "High touch" support to clients while in the Implementation phase of the project. Both technical and project knowledge support> Product : Worked with development team through the development life-cycle to release new features to the SAAS product.-Gathered new feature requests from clients.-Triage internal group sessions for new product features and prioritized "Blue sky" and "Low hanging fruit" features>Manage all assessment surveys and ensure product updates are carried out when customization and configuration is needed.> Use SQL to manage database workflows and operation Show less

Vancouver, Canada Area

Project Management- Create a client Implementation schedule- Initiate "Kick off" for new client on-boarding journey- "Discovery" sessions to elicit client needs and manage expectations- Client data import review to ensure valid data formats are consistent and high value data is identified before import into new system- Liaise with development team to determine all technical requirements and safe guards are in place.- Work with client and ensure clear frequent… Show more Project Management- Create a client Implementation schedule- Initiate "Kick off" for new client on-boarding journey- "Discovery" sessions to elicit client needs and manage expectations- Client data import review to ensure valid data formats are consistent and high value data is identified before import into new system- Liaise with development team to determine all technical requirements and safe guards are in place.- Work with client and ensure clear frequent communication - Arrange and schedule training sessions- Complete final data validation of imported data before reviewing with client.- Complete training and manage any ‘go live’ tasks- Conduct in depth follow up with client - Monitor client software adoptionClient success- Create on going client engagement plan with existing clients- Assist with technical aspects of sales calls- Training new and existing clients new feature- Manage client surveys and report on feedback - liaise with marketing to create beautiful surveys - Participate in strategies to increase client engagement organically.- Client Strategy consultant - elicit client requirements for custom reports, determine operational needs for type of data insight needed Support Client technical Manager- Manage a small team of technical support agents- Provide fast courteous , intelligent responses to customer inquiries via email or phone.- Manage customer inquires and escalate when needed to appropriate internal resource - Document necessary changes and ensure Technical writing team has enough information complete documentation tasks Documentation-Manage documentation tasks received company wide- Assign tasks to documentation team- Ensure timelines are adhered to for documentation tasks- Building repeatable, well-documented systems, processes, and workflows for team members Show less

Vancouver, Canada Area

As with many small start up companies you wear multiple hats. In this role I was responsible for : > Introducing new process to track the customer on-boarding journey> Create schedules for client follow ups, track upcoming renewal dates> Provide support to clients during and after implementation stages> Work with Product Team to implement new features based on customer or industry trends.> Review opportunities for expanding customer services as client needs… Show more As with many small start up companies you wear multiple hats. In this role I was responsible for : > Introducing new process to track the customer on-boarding journey> Create schedules for client follow ups, track upcoming renewal dates> Provide support to clients during and after implementation stages> Work with Product Team to implement new features based on customer or industry trends.> Review opportunities for expanding customer services as client needs changed.> Track and report KPIs to Executive team Show less

Burnaby, Bc

Application Consultant – Software Implementation Consultant• Working on multiple projects at once I am able to prioritize daily tasks and re organize priorities as needed.• Provide subject matter expertise and leadership to utility and local government customers regarding ERP application configuration. Also served as a subject matter consultant to R&D and other internal groups within Cayenta.• Coordinate with various departments such as development, report writers, technical… Show more Application Consultant – Software Implementation Consultant• Working on multiple projects at once I am able to prioritize daily tasks and re organize priorities as needed.• Provide subject matter expertise and leadership to utility and local government customers regarding ERP application configuration. Also served as a subject matter consultant to R&D and other internal groups within Cayenta.• Coordinate with various departments such as development, report writers, technical support staff to escalate and resolve customer issue in a timely manor.• Functional testing for new customer database environments to ensure stable working environment exists before customer use.• Strong interpersonal skills to build trusting customer relationships.• Develop referencable customers by fulfilling or exceeding contractual expectations on-time an on-budget using strong leadership and communication skills that develop customer confidence in product and implementation process.• Provided customer training as needed for new features and workflow • Identify additional products and services desired by customers• Monitor progress of assigned portion of the project plan and ensure resources are being used efficiently• Created support and application user documentation for customer training.• General administrative duties and responsibilities. *Achievements:• Acted as Project manager for web based Employee self service application (ESS) where local government employees can access and manage their Emergency contacts, Dependents, update address and phone number information as well as to view benefit and pay cheque history.• Elicited and managed customer requirements for traceability and ensured requirements remained within project scope• Delivered ESS solution to customer and exceed their project expectations. This formed strong, trusting customer bond that carried forward to the next upgrade project with this high profile customer. Show less

Vancouver, Canada Area

As a Project Manager, I am accountable for large sized software implementation projects using various technologies to elicit detailed customer requirements, effectively define project scope, track progress and support client software solutions, while managing the project plan from start to finish.• Work with clients to gather detailed migration and workflow requirements for expense and labor estimates.• Analyze existing customer workflow and perform risk assessment • Recommend… Show more As a Project Manager, I am accountable for large sized software implementation projects using various technologies to elicit detailed customer requirements, effectively define project scope, track progress and support client software solutions, while managing the project plan from start to finish.• Work with clients to gather detailed migration and workflow requirements for expense and labor estimates.• Analyze existing customer workflow and perform risk assessment • Recommend workflow changes based on best practices and proactively forward new ideas to improve product and user experience.• Gather customer Report requirements for custom reports (Crystal Reports)• Managed customer escalations and follow through with support engineer and development• Use MS Project to create Implementation Project Schedules and timeline goals.• Actively coordinate data migration projects with development• Validate customer data, post conversion – use SQL to update customer data as needed.• Troubleshoot technical problems and provide customer solutions in a timely manor.• Create detailed end user technical documentation• Deliver user training based on customer workflow.• Accountable for communicating results to appropriate stakeholders in project review. Show less

Vancouver, Canada Area

Support Engineer - Technical Support SpecialistTroubleshoot customer related issues and provide suitable recommendations-Used Remote access tools such as Webex and GotoMeeting.-Coordinate with development to gather specifications for "Batch Posting" to major pay job boards such as Dice, Careerbuilder, Monster from MaxHire-Execute SQL scripts to update customer database upon request (SQL 2005)-Configured candidate portal and assisted and consulted with HTML queries.

Vancouver, Canada Area

Application Support for Desktop Security software at FaronicsDesktop security softwareUsed remote access tools such as Webex and GotoMeeting to assist customers with installation and recovery .-Technical support solutions for customer workstations-Configure firewall access-Used Altiris and ZenWorks remote management tools to manage installs via network-Operating systems: Mac OS 10X and Windows XP, 2000, Win98, Win95-Customer Training

Vancouver, Canada Area

-On-board new customers and implement new software via remote installation tools such as Web-ex and GotoMeeting- Assist new customers with configuration of Intuit Quickbooks Application access-consult with 3rd party IT groups to configure firewall access-Troubleshoot technical problems with Intuit Quickbooks and Account Dynamics software and provide customer solutions.-Troubleshoot any other Windows related issues linked to software installation-Customer Training

Burnaby Bc

• Provided accurate and creative solutions to user issues, of a high level, on Windows and Macintosh Operating Systems and to ensure end-user productivity. • Support services for 3,500 sites and 20,000 users Worldwide.• Research, resolve, and respond to questions received via telephone, email, and fax. Callbacks are made in a timely manner, in accordance with current company standards.• Managed 10-20 support calls per day• Replicate customer issues to escalate to Development and… Show more • Provided accurate and creative solutions to user issues, of a high level, on Windows and Macintosh Operating Systems and to ensure end-user productivity. • Support services for 3,500 sites and 20,000 users Worldwide.• Research, resolve, and respond to questions received via telephone, email, and fax. Callbacks are made in a timely manner, in accordance with current company standards.• Managed 10-20 support calls per day• Replicate customer issues to escalate to Development and QA teams• Tracking customer issues through Call tracking software (Pivotal CRM)• Utilize Remote diagnostics tools such as Remote Desktop Terminal Services, VNC and Webex.• Troubleshoot basic Client Server network configuration. TCP/IP, AppleTalk, IPX/SPX• Possess working knowledge of Microsoft SQL Server• High working knowledge with Windows and Windows server, Novell Netware 6• Achieved high level knowledge of Macintosh 9.x.x and Macintosh 10.x.x Operating system• Knowledge of HTML, XHTML and JavaScript.• Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches • Deliver training sessions to other staff members and to company clients • Provide business and technical writing skills through company knowledge base items Show less

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