Jeff Mcdonald Email & Phone Number

Mississauga, Ontario, Canada

Responsible for developing and maintaining a strong relationships with SOTI’s largest, most strategic/marquee Enterprise Accounts helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support… Show more Responsible for developing and maintaining a strong relationships with SOTI’s largest, most strategic/marquee Enterprise Accounts helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support cases and overall business health metrics• Provide on-boarding activities for Enterprise Support Customers outlining the Benefits/Entitlements of Enterprise Support.• Deliver Quarterly Business Reviews including Product Road Maps promoting new features in SOTI One products.• Advocate customer needs/issues internally within SOTI by providing SOTI Product and Development teams with customers’ feedback and requests to help identify potential new features in any of the SOTI One products• Manage Escalated Support Issues internally and provide regular communication updates• Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.• Establish a trusted/strategic advisor relationship with each assigned Enterprise Support Account and drive continued value of SOTI solutions and services• Work closely with the SOTI Sales Account team (Account Executive and Pre-Sales Engineers) to identify opportunities for new usage of SOTI One products across organizational functions Show less

Mississauga, Ontario, Canada

Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support cases and overall business health… Show more Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support cases and overall business health metrics• Provide on-boarding activities for Enterprise Support Customers outlining the Benefits/Entitlements of Enterprise Support.• Advocate customer needs/issues internally within SOTI• Manage Escalated Support Issues internally and provide regular communication updates• Establish a trusted/strategic advisor relationship with each assigned Enterprise Support Account and drive continued value of SOTI solutions and services• Work closely with the SOTI Sales Account team (Account Executive and Pre-Sales Engineers) to identify opportunities for new usage of SOTI One products across organizational functions• Provide expert deployment and operational best practices knowledge to customers• Provide insights with respect to Product Road Maps and applicability of new features in SOTI One products. Show less

Mississauga, Ontario, Canada

Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support cases and overall business health… Show more Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Own the overall Technical Account relationship with assigned Enterprise Support Accounts, which include increasing adoption, ensuring retention, and satisfaction• Establish regular cadence (weekly, Monthly, Quarterly) with each assigned Enterprise Support account, to review current support cases and overall business health metrics• Provide on-boarding activities for Enterprise Support Customers outlining the Benefits/Entitlements of Enterprise Support.• Advocate customer needs/issues internally within SOTI• Manage Escalated Support Issues internally and provide regular communication updates• Establish a trusted/strategic advisor relationship with each assigned Enterprise Support Account and drive continued value of SOTI solutions and services• Work closely with the SOTI Sales Account team (Account Executive and Pre-Sales Engineers) to identify opportunities for new usage of SOTI One products across organizational functions• Provide expert deployment and operational best practices knowledge to customers• Provide insights with respect to Product Road Maps and applicability of new features in SOTI One products. Show less

Mississauga, Ontario, Canada

Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Provided subject matter expertise on the implementation, configuration & support of SOTI MobiControl Mobile Device Management Software Solutions to meet project timelines, which would include activities such as software installation, application configuration, testing and pro-actively troubleshoot and resolve issues that arise… Show more Responsible for managing the relationship for designated large scale enterprise support customers helping them achieve their strategic goals and business needs.• Provided subject matter expertise on the implementation, configuration & support of SOTI MobiControl Mobile Device Management Software Solutions to meet project timelines, which would include activities such as software installation, application configuration, testing and pro-actively troubleshoot and resolve issues that arise during implementation if any.• Hold requirement gathering sessions with clients and provide feedback to the Software development team to assist in any product fixes, enhancements etc.• Setup and/or carry out large scale software migrations and upgrades.• Assist Support and Pre-Sales teams with technical issues as needed and assist in software quality assurance activities if required including testing and documentation of product issues.• Investigate issues reported by customers and communicate with internal product development teams to resolve product issues.• Undertake Discovery Calls with customers to identify opportunities to effectively leverage SOTI Software across their different business units.• Develop documentation to support the standard implementation and support processes.• Provide product training to customers on SOTI software via web sessions or on-site. Show less

Toronto, Canada Area

A key member of the Enterprise Messaging and Collaboration Engineering team specializing in Mobile Device Management. - Designed, built, tested and documented all MDM infrastructure solutions with HA and DR plans.- Performed all device, OS and application certifications for Corporate Blackberry devices prior to being released.- Acted as third level support for all internal production escalated issues.- Following internal Change Management processes (ITIL), Drove all MDM… Show more A key member of the Enterprise Messaging and Collaboration Engineering team specializing in Mobile Device Management. - Designed, built, tested and documented all MDM infrastructure solutions with HA and DR plans.- Performed all device, OS and application certifications for Corporate Blackberry devices prior to being released.- Acted as third level support for all internal production escalated issues.- Following internal Change Management processes (ITIL), Drove all MDM platform upgrades and changes for a user base of over 18,000 mobility users (Corporate Owned and BYOD).- Created and maintained all internal EDF documents for the Mobility Platform such as: Build/Configuration Guides, Operational Support Guides, Disaster Recovery Planning, Security hardening Documents and Capacity Plans.- Performed regular security reviews of current and new Mobile Device IT policy settings providing recommendations and changes to Operations and Information Security teams.- Managed and maintained relationships and technical support contracts between various MDM software vendors and CIBC support staff including licensing management. Show less

Toronto, Canada Area

A key contributor within the Enterprise Messaging and Collaboration team providing daily support for the Exchange messaging system.- Provided daily Exchange 2007/2010 and Blackberry Enterprise Server Level 3 support for problems that were escalated to the team from internal help desk and L2 support groups.- Drove all messaging infrastructure changes and upgrades through internal Change Management processes (ITIL).- Built test cases, testing OS and application upgrades/patches… Show more A key contributor within the Enterprise Messaging and Collaboration team providing daily support for the Exchange messaging system.- Provided daily Exchange 2007/2010 and Blackberry Enterprise Server Level 3 support for problems that were escalated to the team from internal help desk and L2 support groups.- Drove all messaging infrastructure changes and upgrades through internal Change Management processes (ITIL).- Built test cases, testing OS and application upgrades/patches in a pre-production environment before implementing in production for all messaging infrastructure components.- Acted as technical lead responsible for testing and deployment of new Microsoft Office Communicator infrastructure.- Developed and implemented "Ethical Wall" solution for CIBC using Exchange 2007 transport rules. Show less

Toronto, Canada Area

Provided daily L2 7/24 support of the Enterprise Messaging and Collaboration systems- Provided daily L2 messaging support for Exchange 2003 and Blackberry version 4.x- Provided L2 desktop support for all email client issues.- Successfully upgraded Exchange Infrastructure from Exchange 2000 to Exchange 2003.- Key member on migration team responsible for migrating all CIBC UK Exchange users and data from local servers in the UK to central Toronto datacenter.

Toronto, Canada Area

- Provided L2 messaging support for ccMail and Exchange- Migrated CIBC World Markets users from ccMail to Exchange 2000- Provided BES 3.x Support- Acted as key member on 911 disaster recovery team in New York rebuilding CIBC datacenter.

Toronto, Canada Area

- Lotus Notes and ccMail Technical Support including server builds and client desk side support