Bill Laarakkers Email & Phone Number

• Reporting to the Executive Vice-President of Research and Development, duties include managing the following groups within R&D: Technical Support, Quality Assurance, Project Management and Localization, our Junior.
• Responsible for the establishment and upkeep of schedules and key milestone dates for our 4 major product lines to ensure timely release and delivery.
• Oversee all major and minor details involved with rolling out new products or releases to bring about a successful product launch.
• Interview and hire new team members to secure the best talent available for the salary offered.
• Complete performance reviews for all direct reports to give meaningful feedback and to determine compensation increases.
• Coordinate with group managers & developers to make sure major outstanding issues are addressed in a timely manner.

• Reporting to the Product Director, duties included managing our Technical Support team and Quality Assurance group.
• Manage the day-to-day activities of the QA group to ensure proper test coverage and timely completion of tests.
• Work with the Team Lead to schedule and approve QA calendar in order to maximize testing with limited testing resources.
• Supervise our beta program and interact with our beta testers to ensure their reports are complete, their questions are answered and that their participation is rewarded.
• Responsible for evaluating and selecting tool to use for automated testing of our GUIs.
• Provide QA team with information about new product features so that proper test cases can be created.

• Reporting to the Product Director, duties included managing our Technical Support team.
• Manage the day-to-day activities of the Technical Support group ensuring customer satisfaction while maintaining high service levels.
• Handle customer escalations and strategic customers directly to ensure problem resolution, increasing the likelihood of service renewal with customers.
• Introduce product development suggestions ensuring that common customer issues and requests are incorporated into future product releases.
• Maintain self-service knowledge base, helping customers to resolve issues without the need to contact Technical Support.
• Continue with Technical Support team lead duties.

• Reporting to the Senior Project Manager, duties included leading our Technical Support team.
• Coach Technical Support Analysts and train new hires to ensure they are able to provide issue resolution accurately and in a timely manner.
• Work with R&D managers to investigate and resolve uncommon support cases.
• Continue with many of the day-to-day Technical Support Analyst duties.

• Reporting to the Team Lead of Customer Service, duties included answering technical support inquires by telephone and by email.
• Provide assistance to customers allowing for successful software installation and activation.
• Offer mathematical and application help to assist customers with tackling their problem using our software.

Master Of Science (M.Sc.), Physics

•Thesis titled "Late Time Behaviour of Scalar Radiation in Schwarzschild-Einstein-de Sitter Spacetime"

Bachelor Of Science (B.Sc.), Theoretical Physics And Computer Science