• Serve as the primary point of contact for customers during the implementation process.• Conduct detailed needs analysis to understand customer requirements and business processes.• Build and maintain strong relationships with customers, ensuring high levels of satisfaction.• Project Management• Develop and manage project plans, timelines, and deliverables.• Coordinate with internal teams, including product management, software engineering, customer operations, and sales, to ensure project success.• Monitor project progress and adjust plans as necessary to meet deadlines and budgets.• Software Configuration and Customization• Configure Intrahealth's software products to align with customer requirements.• Provide technical expertise to address client-specific challenges and needs.• Conduct system testing to ensure software functionality and performance.• Training and Support• Deliver training sessions to customers to ensure they can effectively use the software.• Create training materials and user documentation.• Provide ongoing support and troubleshooting assistance post-implementation.• Quality Assurance• Ensure all implementation activities meet quality standards and customer expectations.• Conduct regular reviews and assessments to identify areas for improvement.• Gather client feedback and work with the product team to inform future enhancements.

• Be the go-to resource to provide answers and resolve problems for advanced and complex issues via email or telephone for clients of our software products, including testing, troubleshooting and implementing necessary configuration changes and updates • Actively collaborate with other team members and develop strong working relationships with clients, application analysts / implementation team, and other key stakeholders • Clearly and accurately document software bugs and changes • Manage multiple priorities daily in a professional and timely manner using good judgment to prioritize tasks • Monitor the accuracy and status of all assigned tasks • Actively drive issues to resolution within the appropriate timeframes as set by our SLA’s and Quality Programs • Translate technical information into appropriate language so it can be understood by non-technical clients • Act as a knowledge resource and mentor within the Support Team; facilitate transfer of knowledge and upskilling of team members • Ticket each issue / query with proper documentation and notes • Answer the phone and emails in a prompt/efficient manner • Follow proper escalation procedure for issues • Troubleshoot all issues that occur

• Go-to resource to provide answers and resolve problems for advanced and complex issues viaemail or telephone for clients; including testing, troubleshooting and implementing necessary configuration changes and updates• Clearly and accurately document software bugs and changes• Translate technical information into appropriate language so it can be understood by non-technical clients• Act as a knowledge resource and mentor within the Support Team; facilitate transfer of knowledge andupskilling of team members• Manage multiple priorities daily in a professional and timely manner using good judgment to prioritize tasks• Follow proper escalation procedure for issues

• Provide phone technical support for a wide variety of customers across the world• Troubleshoot software and hardware issues on multiple platforms • Manage active directory and email accounts • Troubleshoot cellular phones on both Android and Apple OS

• Repaired or replaced PC, printer and scanners including all of it’s internal components for multiple customers such as McDonalds, Sobeys, CO-OP and Super Store’s• Serviced ATMs for Diebold and NCR for customers such as RBC, Caisse Populair, CIBC and TD.• Fixed Pin pads for Ingenico• Performed moves, additions and changes via WO/Installs on special projects that had strict mandates for multiple companies across NB

• Fixed PC’s, Laptops and Printers• Identified and replaced defective FRU’s • Processed defective FRU under warranty when applicable• Provided contract support for clients • Participated in on site upgrades & expansions

• PC and Server build, repair and maintenance. This included upgrading hardware and software as well as troubleshooting client specific applications.• Troubleshoot related PC and network issues for clients• Created and managed PC ghost images• Managed AD accounts and group policies• Project manager for numerous existing or new clients/campaigns. Was responsible of planning, gathering and implementing the require resources needed to build the requested projects. This included network, phone, PC setup and configuration for.• Ability to work in a large server environment in which includes racking servers & running cables• Maintained an inventory of our IT related equipment such as PC, monitors and printers