Don Fermin Email & Phone Number

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.
• 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.

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.

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..

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.

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.

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.

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.

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..

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.