Karim Atchan Email & Phone Number

Montreal, Quebec, Canada

- Leading Change Management in the Digital Transformation journey.- Managing Business Processes and leading Business Governance.- Integrating processes and platforms post-merger and acquisition.- Serving as the Product Owner for the Salesforce Knowledge Base.- Collaborating with Tech Support leadership as a strategic Business Partner.- Managing the Online Brand Community as a Community Manager.- Implementing Knowledge-Centered Service (KCS) methodology for Tech Support.- Working with cross-functional executives to introduce new plans and strategies for business processes.- Revamping the case management process, Tech Support and the Online Community platforms.- Interviewing, hiring, training, and onboarding new candidates.- Approving key project milestones and providing project delivery signoffs.- Defining business requirements and collaborating with Business analysts.- Aligning requirements to meet trade compliance, ITAR, and CIFIUS regulations.- Defining project releases: Epic, feature blocks, and requirements.- Overseeing release cycles: User Stories, dev, QA, UAT, training, communication.

Canada

As the Founder CEO, we are dedicated to helping small to medium-sized businesses through their journey and overcoming their IT challenges. With a focus on Digital Transformation and a wealth of experience in IT, I lead our dynamic teams in navigating the ever-evolving landscape of technology. Committed to fostering a culture of collaboration, creativity, and continuous growth, we strive to empower businesses to thrive in the modern technological landscape. At the same time, we take startups to new heights and support them as they embark on their entrepreneurial endeavors.

Montreal, Quebec, Canada

- Led with the executives the Digital Transformation journey at OSIsoft.- Collaborated with cross-functional stakeholders to deploy Salesforce.- Expanded Knowledge Management team through strategic hiring and training.- Rolled out Knowledge-Centered Service (KCS) in Salesforce for Tech Support.- Managed the Knowledge Base in Socialtext wiki and Salesforce.- Conducted internal training courses on Knowledge Management and KCS.- Accelerated the migration of the Online Community from Jive to Salesforce.- Deployed an internal and externa global search using Coveo.- Analyzed stats to make informed decisions that improve processes.- Compiled and released the Tech Support monthly newsletter.- Guided communication in scrum meetings to ensure meeting sprint timeline.- Established a content strategy and inventory internally and externally.- Oversaw product downloads and software releases on the Tech Support site.- Assigned and adjusted SAP product part mappings.- Troubleshooted customer access to Download Center (Master Data, SSO).- Created test plans for Tech Support website release.

Montreal, Quebec, Canada

- Assisted customers with any technical questions related to PI System.- Developed test scripts and reproduced customer-observed product behavior.- Provided technical support including NOC for PI System.- Troubleshooted complex technical problems and bug detection - Investigated and correct software bug with R&D and Product owners.- Prepared pre-sale technical presentations for customers.- Performed in-depth research and analysis of PI System components.- Provided training and taught customers on how to use the PI System.- Installed and configured PI System for customers.

Beirut, Lebanon

- Configured & operated Transmission systems: PSTN, ISDN, ADSL & Leased Line.- Maintained switching platforms: Ericsson, Siemens, Alcatel.- Installed, configured & tested new ISDN lines.- Repaired & diagnosed faults & cable problems.

Executive Mba Series, Business Administration And Management, General

Master Of Engineering, Electrical And Computer

Bachelor Of Science, Computer Communication Engineering