Heidi Banda Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Managing the technical aspects of a ten person support team. Resolving support issues that could not be resolved by the level 1/2 team.Built and managed the process for passing issues from Support to Development team.Working with Development team members on issues that are difficult to reproduce and sometimes require out of the box thinking.Managing content and deadlines for Service Packs and Point releases.Managing key account relationships through Implementation, Go-live and Production phases.Assisting escalated customers to turn around their negative experiences into learning opportunities and solutions.Frequent travel to customer sites across Canada\USA to perform technical site reviews and user sessions, to help with adoption of new software or changes.

Vancouver, British Columbia, Canada

Owned designing and implementation of the software from concept through delivery to customers. Writing and grooming user storiesAssigning work to a team of Developers and QA Engineers.Training other members of the company on all new features.Completed multiple integrations with payment, gift and loyalty providers.Customer onsite presence for launch, support and training of important new features.

Vancouver, Bc

Built the the escalation team and escalation procedures.Managing all escalations through the software cycle to get fixes out to customers.Managed technical aspect of many large rollouts of new features or integrations to limit the amount of manual time required.Completed many projects to automate support work, reducing both the amount of work and potential for user error.

New Westminster

Assisting Cable Operators to set up and maintain networks for cable internet. Monitoring a large number of cable networks for any outages. Setting up Cisco and Arris devices as well as IBM servers.Assisting Technical Support Representative’s with troubleshooting customers issues. Investigating and reporting outages and errors.Assigning task and making sure those tasks were completed. Assisting customers to fix computer and internet problems over the phone and finding and reporting network outages.