As a Product Support Specialist I provide first level support on our customer systems to ensure satisfaction. l respond to client concerns and assume ownership of assigned support cases. I then follow through until the case has been closed via phone, email, and other channels as required. RESPONSIBILITIES:- Provide product support to customers, sales teams, and service teams- Take appropriate steps to bring any open support cases to resolution in a timely manner- Accurately process and record call transactions using a computer and designated tracking software- Organize ideas and communicate messages appropriate to listeners and situations- Follow up and make scheduled call backs to customers where necessary- Stay current with system information, changes and updates- Review product release documentation and participate in internal product reviews- Write and review Knowledge Base articles- Develop Salesforce Community to provide customer access to Knowledge Base; Case creation and review; and, Chat- I am a self-motivated/highly driven individual who takes ownership/accountability for my own performance- I am terrific with customers, sales, and the other staff- Collaborative team player with a positive, can-do approach- Excellent at priority management

Provide exceptional technical support and service to our customers and partners. This position allowed me to use my technical aptitude coupled with my strong inter-personal and customer care skills. I am a natural problem solver, passionate about customers, curious about technology, and am driven to succeed.Primary Focus:• Liaise with and support in-field Customer Service agents, Sales and Customers via email and phone, ensuring effective and efficient issue closure;• Rapidly diagnose and solve problems independently or as part of a team;• Research, reproduce and resolve customer software, hardware, imaging and other issues. Collaborate with Product Development and Manufacturing to resolve issues when required;• Resolve customer site issues related to clinic networking, switching, routing and TCP/IP protocols;• Develop and implement systems to document and maintain Support records using Annidis CRM tools, Knowledge Base and Case Tracking Systems as well as the bug and enhancement database;• Excellent English written, verbal and communication skills;• Availability to receive and respond to customer issues across North America during and after office hours.Supplementary Tasks:• Provide technical support to the Research, Product Development and Manufacturing functions;• Engage in special projects as required;• Design, implement and participate in ongoing training.Traits/Skills Used to Succeed in this Position:• Ability to learn and incorporate newly acquired knowledge into duties (Linux, SSH Tunneling, etc.);• Natural problem solver;• Ability to work in a fast-paced technical support environment;• Positive and customer-oriented attitude;• Strong analytical skills and attention to detail;• Excellent organizational and time management skills;• Strong interpersonal skills;9+6• Effective work ethic, self-motivated and resourceful;• Positive attitude, outlook & assume accountability for actions and ownership of actions.

This program was discontinued and the staff were all laid off.The Canada Green Building Council is a not-for-profit, national organization that works to advance green building and sustainable community development practices. Leads the technical service and support functions for the GREEN UP program, an innovative cloud-based subscription service for benchmarking building energy performance. Operations Management:* Streamlined the client service and support processes for the national customer base resulting in improved customer satisfaction levels* Devised the first metrics reporting system for operations performance, trends, and service levels* Monitor and manage the infrastructure to ensure the continuous availability * Developed and implemented test plans for testing program components* Recommended and implemented improvements to the ticketing and bug tracking systems to produce accurate metrics and reporting* Contributed to requirements definition and technology procurement of custom software Customer Service:* Assessed service and support procedures and implemented improvements to increase service usage and improve client satisfaction* Provided technical support by troubleshooting and responding to customer-reported problems (through email, phone and online ticket logging) and escalated cases* Authored numerous knowledgebase articlesResearched client needs in order to plan and develop orientation and * training for new subscribers including role-based approaches to encourage service usage* Authored and contributed to all client support communications, online content and documentationEnvironment: Tableau Desktop, Tableau Server, MS Office 2007, 2010 (Outlook, Word, Excel); Zendesk; JIRA, MS SQL Server; Windows Server 2008 R2, Windows 7 Pro, Operational Data Store and Data Mart v1.3; Utility Management Server (UMS) v4.5, ENERGY STAR Portfolio Manager (2013 Update)

VideoPages is a start-up company that offers listings within an online and on-mobile, video-based business directory of approximately 16 million businesses in Canada and the US. VideoPages exhausted their financing and laid everyone off until further financing is found. The Customer Service Manager was responsible for maintaining customer satisfaction by providing problem-solving resources. In addition, due to the size of the company, the Customer Service Manager was required to complete many tasks not traditionally considered duties of this position. Responsibilities included: Customer Service Management:• Provided help desk resources and technical advice in order to resolve client issues• Efficiently resolved customer concerns/questions through communications with the client and internal departments• Developed and implemented departmental policies and practices. • Ensured team compliance with the departmental policies and practices• Resolved client scheduling and billing issues Technical Writing:• Within a team environment, assisted with developing and editing written content for the corporate website, product brochures, press releases and knowledge base articles/FAQ content • Wrote and edited content for the Customer Service Departmental Knowledge Base systemCustomer Service Representative:• Addressed current customer service requests while anticipating and responding to future, related service requirements• Became the customer advocate within all company development discussions• Ensured communications with clients were properly documented in the computerized client tracking system• Promoted VideoPages services; responded to enquiries and issues; investigated concerns and updated accounts.• Provided information to customers concerning service offerings, rates, company policies in response to inquiresEnvironment: Team Support (Case Tracking System); Highrise CRM; MS Office; Corporate Social Media - Facebook, LinkedIn, Twitter, YouTube

Impatica is a small software company. Due to this fact, department heads are assigned many responsibilities. The areas of responsibility are as varied as Quality Control (testing); Designing Software Test Cases; Services Management; Client and employee software training (including content creation); Management of the teams responsible for website maintenance and graphic design; Day-to-day management of Customer Support Representatives (CSR) including handling support cases as neededCustomer Support Management:• Managed the daily operations of the help desk and support services• Managed staff, including hiring, training, scheduling work assignments and conducting evaluations• Evaluated and managed technical support systems hardware and software and made recommendations regarding upgrades or changes• Negotiated, wrote and reported on internal and external service level agreements (SLA)• Ensured Technical Support Specialist (TSS) team efficiently resolved client concerns/questions as defined within the current service level agreement (SLA)• Ensured that the Technical Support team members were using all resources available to them to efficiently resolve cases; including: defined communications with the Development and Sales teams and by conducting internal (Bug Base, Knowledge Base, User Guides, Technical Manuals, etc.) and external (Google, Blogs, etc.) research• Developed and administered the Returned Materials Authorization (RMA) process for the ShowMate hardware product• Developed and implemented departmental policies and practices. • Ensured team compliance with the departmental policies and practices which resulted in knowledgeable and consistent technical support• Provided a team focus on Knowledge Centered Support (KCS)practices• Coached, mentored and developed Customer Support team members• Researched and implemented a new Customer Support Knowledge Base system for the company to improve case resolution times and customer satisfaction levels

Project Management:• Managed the “Client Services” Department which produced multimedia presentations for clients using Impatica’s software products Product Testing/Quality Control:• Managed the software testing (QC) team responsible for testing all release candidate softwareTechnical Support:• Handled escalated support cases and assisted team members with service decisions for first level support cases• Reproduced technical problems encountered by usersProduct Training:• Developed classroom and online training materials related to company software and hardware products• Delivered classroom and online training to both technical and non-technical trainees (internal & external)• Managed the production, online delivery and maintenance of client-facing multimedia and “streaming media” content; with particular focus on considerations such as browser and platform compatibility, plug-ins, bandwidth restrictions and security issuesSales:• Participated in trade shows as a technical liaison for the Sales group and performed customer-facing, live demosEnvironment: MS Office 97, 2000, 2003-4, 2007, 2010 (Outlook, Word, PowerPoint, Access, Excel); BlackBerry BES, BBOS v4.x.x-6.0.0; iPhone, iPad: iOS; MS Exchange 2003-7; HTML; Windows XP and 7; Higher Education LMS Environments: BlackBoard, Desire2Learn, Angel, Moodle, etc.; Web-based: Knowledge base Software, Case Tracking Software, CRM Software; WebEx; Skype; Impatica for PowerPoint

• Consulted user guides, technical manuals internal documents, other departments to research and implement solutions• Reproduced technical problems encountered by users in order to log bugs/enhancements on behalf of the customer• Provided efficient, thorough and professional technical customer support to clients via email, WebEx sessions and telephone• Provided advice and training to users in response to identified difficulties• Continuously maintained technical knowledge through ongoing training courses• Wrote and reviewed knowledge base documents towards a Knowledge Centered Support (KCS) standard• Logged communications with clients in the computerized client tracking system – TRAKKER• Earned recognition at the highest performance level possible – Star PerformerEnvironment: Cognos ReportNet – Report Studio, Query Studio, Cognos Connection Portal, Framework Manager; Cognos 8 – BI Server and BI Modeling; Series 7 – PowerPlay Transformer; PowerPlay Client; PowerPlay Enterprise Server, Access Manager; RDBMS; SQL; Oracle; SQL Server; OLAP; SAP BW; Application Servers; Web Servers; Report Design Specialty; VM Ware; TRAKKER (Case Tracking Software); WebEx; Microsoft Office

Customer Support Management:• Managed staff, including hiring, training, scheduling work assignments and conducting evaluations• Evaluated and managed technical support systems hardware and software and made recommendations regarding upgrades or changes• Ensured Technical Support Specialist (TSS) team efficiently resolved client concerns/questions as defined within the current service level agreement (SLA)• Ensured that the Technical Support team members were using all resources available to them to efficiently resolve cases; including: defined communications with the Development and Sales teams and by conducting internal (Bug Base, FAQs, User Guides, Technical Manuals, etc.) and external (Google, Blogs, etc.) research• Developed and implemented departmental policies and practices. • Ensured team compliance with the departmental policies and practices• Coached, mentored and developed Customer Support team membersTechnical Support:• Handled escalated support cases and assisted team members with service decisions for first level support cases• Reproduced technical problems encountered by usersProduct Training:• Developed classroom and online training materials related to company software and hardware products• Delivered classroom and online training to both technical and non-technical trainees (internal & external)• Managed the production, online delivery and maintenance of client-facing multimedia and “streaming media” content for clients; with particular focus on considerations such as browser and platform compatibility and potential corporate security issuesSales:• Participated in trade shows as a technical liaison for the Sales group and performed customer-facing, live demosEnvironment: MS Office Pro 97, 2000 (Outlook, Word, PowerPoint, Access, Excel); Windows 2000 and XP; Higher Education LMS Environments: BlackBoard, WebCT, etc.; Web-based CRM Software; Impatica for PowerPoint, Impatica OnCue, Impatica for Director; Macromedia Director

• Handled technical support cases submitted through email or by phone• Resolved client concerns/questions through communications with the client, Engineering and Sales teams and by conducting internal (bug base, FAQ’s. technical manuals, etc.) and online research• Developed classroom and online training materials related to company software products• Reproduced technical problems encountered by users in order to log bugs/enhancements on behalf of the customer• Delivered classroom and online training to both technical and non-technical trainees (internal & external)• Ensured Support Level Agreements (SLA) were adhered to consistently• Participated in trade shows as a technical liaison for the Sales group as well as performing customer-facing demos• Produced and maintained client-facing multimedia and “streaming media” content; with particular focus on considerations such as browser and platform compatibility, plug-ins, bandwidth restrictions and security issues• Ensured communications with clients were properly documented in the computerized client tracking systemEnvironment: MS Office Pro 97, 2000 (Outlook, Word, PowerPoint, Access, Excel); Windows 2000 and XP; Higher Education LMS Environments: BlackBoard, WebCT, etc.; Web-based CRM Software; Impatica for PowerPoint, Impatica OnCue, Impatica for Director; Macromedia Director; Personal Computers; Web-Based CRM Software; Web and FTP Servers