Erik Hertzman Email & Phone Number

Ottawa, Ontario, Canada

Toronto, Ontario, Canada

• Solicited feedback from team to establish processes to transform project planning, execution and monitoring practices for all GTS teams.• Established best practices for initializing, planning, executing and monitoring Projects within the OpenText PPM platform.• Streamlined project reporting mechanisms for executive team delivery reducing time to deliver reports by 30% per project manager

Toronto, Ontario, Canada

Support Management• Revamped team processes to align with IT service delivery (ITSD) and industry standards, yielding a 43% decrease in open active cases. Refocused team to place a priority on regular communication and customer satisfaction as focal points to elevate overall service quality.• Developed real-time dashboards, instrumental in tracking team workflow and establishing key performance indicators (KPIs). The result: a refined framework for monitoring and optimizing team performance.• Coached team, offering valuable insights on navigating complex challenges and steering towards effective resolutions.• Identified gaps within the team/product landscape, spearheading collaborative efforts with external teams to assess and strategize effective solutions for identified issues.• Established and executed a plan for consolidating 3 intercom and 1 Help Scout environment into a unified NetSuite environment.• Coordinated Efforts between Product and Support for migrating and seamlessly transition all linked knowledge bases to Webflow CMS.Product & Development • Enhanced processes for mitigating phishing attacks on our platform, resulting in a 90% reduction in overall phishing reports. • Crafted tailored dashboards within JIRA, providing a unified perspective of our diverse platforms and projects. designed specifically for our executive and support teams. The dashboards reduced stale support bugs by 64%• Implemented a uniform set of issue priorities organization-wide, fostering a cohesive communication framework to ensure seamless collaboration across teams.

Toronto, Canada Area

Tool Design & Implementation:OMC Usage Dashboard ⦁ Aggregated product usage data to help enable internal teams in their customer engagements. ⦁ Dashboard enabled teams to generate over $2MM in new and expansion business per quarter by identifying opportunities in customer usage. OMC Lighthouse Tracker ⦁ Custom CRM system developed to track KPI's, interactions and financials with high ARR customers. ⦁ Streamlined executive and operational reports within the organization allowing real-time updates against all customers within the lighthouse (COE) program. SMS Estimator ⦁ System designed to generate quotations for Oracles SMS business and ensure positive margins on all closed opportunities. ⦁ Streamlined approvals process which General Responsibilities: Maintenance ⦁ Maintain and expand on existing tool sets to better enable users.Reporting ⦁ Developed pricing models for SaaS products to enable executive decision making. ⦁ Generated insightful reports to provide clarity on the status of our products, customers, and operations.Service health ⦁ Liaised with various development and operations teams to obtain KPI's for presentation to executive leadership on the general health of products lines on a monthly basis

Toronto, Canada Area

Lead Problem management team coordinating team resources to ensure excellence within the following areas:Communications• Major issue communications targeted and delivered in a timely fashion.Escalations• Ensure development and operations are made aware of escalated issues.• Establish path to resolution on issues to ensure.Resolutions• Drive teams to resolution of issues, and ensure they remain resolved.Continual Improvement• Identify failings, and coach teams / individuals on what went wrong, and what should be done next time

Toronto, Canada Area

⦁ Review and prioritize all escalated issues with development/operations teams to ensure timely updates are made on support issues⦁ Prioritize escalated product defects for development to resolve.⦁ Assess business impact and provide approval for hotfixes.⦁ Assess risk of client data-fixes from development for operations to execute.⦁ Represent support team in weekly Change Advisory Board meetings, and update support team of impending system changes.⦁ Develop communication plans for major outages, system issues, and maintenance.⦁ Manage internal and external executive escalations.⦁ Develop process workflows for support ticketing and external team engagements.

Toronto, Canada Area

⦁ Responsible for maintaining up-time and health of the Eloqua platform over multiple data centers globally.⦁ Worked with operations team to help identify architecture inefficiencies.⦁ Performed releases during scheduled maintenance periods.⦁ Managed Oracle Enterprise Manager for infrastructure monitoring.⦁ Liaise with development teams to discuss scale problems and defects.⦁ Wrote / Executed SQL scripts in production.⦁ Reviewed SQL code changes and data pulls from development and provided risk assessment of SQL scripts.⦁ Developed various automation tools for use by our local and international teams.⦁ Authored and maintained documentation about day to day operations and back end architecture for use with international teams.

Toronto

⦁ Owned the support relationship with some of Eloqua’s largest enterprise clients such as, VMware, Motorola, Adobe Systems.⦁ Maintained a high degree of client satisfaction, and ensured compliance to aggressive SLA target.⦁ Maintained weekly calls with clients which covered implementation, education, best practices, product adoption, and support issues.⦁ Travelled to customers to discuss future planning and adoption strategy.⦁ Worked with product management to provide client feedback on product improvements.⦁ Received employee recognition award for performance in 2013.

Toronto, Canada Area

⦁ Managed a small team product specialists.⦁ Assisted in on-boarding new product specialists.⦁ Monitored team to ensure that calls were being answered in accordance to our standard metrics.⦁ Delegated support issues to product specialists to work on.⦁ Oversaw escalated accounts issues to resolution while keeping up with regular communication.

⦁ Provided application support for the Eloqua platform.⦁ Responded to client issues while adhering to agreed contractual SLA’s.⦁ Reported and documented product defects for development teams to address.⦁ Assisted clients with escalated cases and issues.⦁ Sales tools subject matter expert.

60 Bloor Street West, Toronto, Ontario

⦁ Provided desktop and remote support for multiple Y&R Brands companies including Young & Rubicam, Wunderman, and Cohn & Wolfe.⦁ Automated day to day operations with login scripts and vbscript.⦁ Developed and deployed multiple SharePoint workflows written in C# to automate human resources hiring procedures.⦁ Developed inventory management database and and asset tag system to ensure SOC complaince against IT inventory.

3600 Steeles Avenue, Markham, Ontario

⦁ Performed technical support over the phone for ABN AMRO, a multinational banking organization, to over thirty locations over the United States and India.⦁ Oversaw a group of new help desk agents and provided guidance towards proper routing and documentation of tickets.⦁ Provided updates and feedback towards the call center knowledge base.

15 Riviera Drive, Markham Ontario

⦁ Managed multiple Windows NT/2000 servers in a production environment.⦁ Implemented login scripts for the NT4.0 server.⦁ Designed and implemented a remote desktop database using Access and VNC.⦁ Assisted end users with day to day issues with IT systems