Don Fermin Email & Phone Number

Kitchener, On, Ca

Kitchener, On, Ca

Mississauga, Ontario, Canada

• Led successful discovery phase of projects to document clients' business requirements and project scope, and transcribing the requirements into a design document which is also used to obtain client signoff on.• Facilitated successful project reviews with customers to understand their own unique processes and business requirements and translate those processes into system configurations that will automate their processes for an efficient standard operating procedures.• Implemented and customized software configurations based on clients' business requirements and project scope.• Conducted numerous software presentations and educating clients on software capabilities.• Led the definitions and documentations of end-to-end user acceptance testing (UAT) strategy and ensure our deliverables successfully pass this testing prior to engaging clients is business UAT.• Delivered successful hands-on trainings to different clients to efficiently use their software utilization.• Managed multiple implementation projects concurrently, ensuring on-time completion.• Maintained detailed records of project progress for review and audit purposes.• Provided valuable feedback to the development team for software improvement.• Worked closely with customers from the beginning of the project until completion of the projects.• Developed strong relationships with customers and established credibility that translated to successful projects.• Led different successful projects from start to finish.• Generated revenue for the organization through early successful completion of projects.

Brock Solutions is a global industrial automation, engineering software, and professional services company with industry expertise in Manufacturing, Transportation, and Utilities. Deployed Brock’s SmartSuite Enterprise Applications to different customers.  Managed numerous software deployment activities of clients from deploying updates as well as new software deployments. Presided over successful application updates of different clients  Managed different testing of software integrations including performing minor code adjustments. Collaborates and works with different cross-functional teams to improve product features from feedbacks, suggestions, and requests gathered from customers. Participates in development processes to ensure supportability of new and enhance products for the customers. Managing all new configurations of applications On-Prem and SaaS. Provided a roadmap on contingency planning, roll-back, and recovery during the process of implementation and deployment. Assisting Developers investigate the issues encountered after deployments Managing all release and deployment documentations and shared all “external” documentations to our customers to communicate expectations and provide transparency to all our customers.

As a SaaS Application leader, I managed and led the designing and structuring of Transportation Management System in the 3PL business solutions for our customers in accordance with our customer’s requirements. Managed all project activities – project implementations, project releases, and project delivery to all our existing customers and new customers. Designed and structured the development and solutioning for our customers in the 3PL industry to provide the ultimate efficiency and accuracy of shipments and warehousing using SaaS (Software as a Service) tools. Served as a lead in all project releases and implementations particularly and focusing on the Transportation Management System (TMS) solutions. Served as the lead and point of contact for all the TMS (Transportation Management System) tools being used in our organization. Served as the escalation point for all the TMS incidents and issues. Provided recommendations and solutioning business efficiency and effectiveness by structuring an application strategy base on the customer’s requirements. Identified areas of improvements within the scope of the project being worked on as well as within our group which led to the development of new processes in improving the execution of project implementation and onboarding of our customers. Developed and implemented standard operating procedures (SOP) in utilizing SaaS tools to leverage dynamic functionality of our application tools in our daily responsibilities. Provided external training particularly to our clients to showcase the ultimate 3PL solutions that our organization can provide to potential customers. Developed training documentations and modules being used for internal training and customer training during customer onboarding. Proactively communicating essential data to peers and the management. Worked with SaaS development group to improve the quality and features of SaaS tools that our organization utilize.

Cambridge, Ontario Canada

Guided the team in setting individual goals as well as setting team goals. Participated in interviewing new candidates for the team. Led multiple project Implementation, release and deployment deliverables according to project time table. Served as a lead and point of contact for all planning and scheduling of all project software implementations, software releases and deployments. Prepared project implementations by communicating directly to stakeholders in person to collect requirements and discuss details about the project requirements. Facilitated meetings to communicate to customers about the changes that will occur according to project timelines. Communicated status of deliverables of the project to the appropriate stakeholders. Supported implementation of new products by providing training to users and sharing documentations to stakeholders. Participated in QA testing processes to ensure supportability of new and enhance products for the customers. Collaborated with cross functional teams in planning and scheduling all software release and deployment activities and tasks to make sure a flawless execution of project plans. Collaborated with different cross-functional teams to improve product features from feedbacks, suggestions, and requests gathered from customers to develop enhancements. Managed all release documentations and shared all “external” release documentations to our customers to communicate expectations to all our customers. Managed software releases and deployments to customer environments. Managed testing processes. Created plans and schedules and shared the timelines for the release and deployment activities. Supervised the execution of release plans and schedules as per project timelines. Provided directives to my team and guided my team in deploying new software releases and updates. created a roadmap on contingency planning, roll-back, and recovery. Collaborated with cross-functional teams to resolve problems reported by our customers.

Implemented and Deployed software to our customer environment.Supported different customers across Canada using the TRUX Software.Served as the Subject Matter Expert (SME) for the application being used by TRUX Customers in the waste industry.

QA Software Testing

Guelph

Responsible in supporting technical issues reported by government employees from different ministry all over the province of Ontario. Helping resolve different technical issues ranging from network, software, hardware, and infrastructure.

Contract employment work experience.Provided Deployment activity to users to upgrade users' Windows operating system through SCCM.

Waterloo, Ontario

SME for OpenText's Document and Reporting Management applications and tools. Provided technical solutions to client issues.

Waterloo, Ontario

Participated in the implementation and deployment of software and applications via SCCM.Provided executive support.Provided deskside user support.Provided cabling connection support on Network switches. Provided Video Conferencing support by scheduling conferences and configuring video conference equipments.

Ontario, Canada

Provided IT support to all RIM Employees from VP, Director, Managers, and employees. Responsibilities included hands on user support on hardware such as desktop computers, laptops and other computer peripherals. Managed and administered users on the BlackBerry Enterprise Servers (Exchange and Domino). Resolved BlackBerry BETA program issues beyond Service Desk’s scope of support. Enhanced documentation (documents and online), providing feedback and information sharing when a solution is obtained for an IT or BlackBerry-related issue that is not documented. Helped train and support junior members of the team. Utilized strong interpretive and decision-making skills coupled with excellent interpersonal, written and verbal skills to effectively communicate with internal and external teams

Ontario, Canada

Work responsibilies included excellent customer support to consumers from a variety of Service Provider within Canada and Overseas. Demonstrated world class customer service to customers through phone communication and emails. Coordinated escalation of cases with BlackBerry Analysts to provide quick resolution to complex issues. Fully Certified and Qualified BlackBerry Handheld and Desktop, BlackBerry Internet Service Solution.

Singapore

Work Responsibilities included first line support for Clients having Oracle issues. Coordinated with different support teams and Deployed support teams to clients in order to resolve client issues. Created daily, weekly, and monthly reports of client issues to track improvement of support. Working closely with clients to provide the necessary support on a real time manner.

Philippines

Work responsibilites included 3rd level support to group members as well as customers. Provided technical assessments on representatives. Performed technical training for representatives. Worked on and resolved escalated technical issues.Performed technical audits on calls taken by representatives to ensure proper technical troubleshooting steps were done. Provided and updated representatives with Knowledge Base Articles to assist with customer support.

Coached and developed a team of 12 phone agents. Encouraged subordinates to be proactive and assures group involvement. Maintained and updated team scorecards for monthly performance reviews. Responded timely and accurately to escalations from level 1 support. Attends calibration with clients.