Mark Conrad Cunningham Email & Phone Number

Kitchener, On, Ca

Kitchener, On, Ca

Irvine, California, Us

Irvine, California, Us

Acquired by Kofax in Feb. 2019, previously Nuance Document Imaging• Management of 20+ direct reports located globally• Management of a multi-skilled team (internal- and external-facing functions)• Liaising cross-functionally on behalf of my team, advocating• Building and maintaining relationships internally and externally• Removing roadblocks, allowing my team of experts to deliver their best• Meeting regularly with individual members of the team to discuss work activity, providing coaching• End-to-end management of escalations, delivering meaningful, frequent updates• Prioritizing internal/external requests and delegating accordingly• Reviewing metrics daily and communicating team statistical standings• Preparing and leading meetings, frequently including cross-functional teams• Mentoring global manager peer• Managing global scheduling• Writing and publishing internal processes for the global team• Interviewing global candidates for hire and extending job offers• Determining requirements for new roles, writing job descriptions• Coordinating with staffing agency for hire of temporary contractors• Coordinating with Conestoga College and University of Waterloo for hire of interns• Involvement in on-boarding process (set up of credentials, software, etc)• Leading my team in development of training materials for new hires• Cross-functional training content development and delivery to global audience• Writing and delivering performance improvement plans• Delivering termination messaging• Redesign of CRM software (Oracle RightNow, Salesforce) to improve internal usability• Various projects as directed by senior and executive management i.e. creation/delivery of training, slide decks• Launching business intelligence/analytics effort to support management team• Participating in professional development workshops with peers and Senior Managers• Organizing and leading team building activities (on- and off-site)

Burlington, Ma, Us

• Supervision of daily operations of 10+ global employees• Reviewing metrics daily and communicating team statistical standings• Meeting regularly with individual members of the team to discuss work activity, providing coaching• Interviewing global candidates for hire• Selecting candidates for hire and extending job offers• Involvement in the on-boarding process (set up of credentials, software, etc)• Daily Skype calls with new team in India during on-boarding• Assisting with development of training materials for new hires• Scheduling shift times and time off, across multiple time zones• Preparing and running team meetings• Overseeing efforts and projects involving multiple skill sets• Approving/denying workflow requests from team members• Delegating direct requests from other departments• Liaising with other departments on behalf of team members, advocating when necessary• End-to-end handling of escalation situations• Organizing and facilitating team building activities (on- and off-site)• Participating in professional development workshop meetings with peers and senior management• Managing the submission of articles for the quarterly newsletter• Authoring, editing, and publishing articles for the quarterly newsletter• Various projects as directed by senior and executive management, i.e. creation/delivery of training, slide decks

Burlington, Ma, Us

• Delivering exceptionally comprehensive technical support services to corporate users of Equitrac cost recovery systems and Power PDF software• Demonstrating familiarity with MS Windows Server platforms (application and print servers), as well as proprietary hardware• Navigating enterprise print/scanning environments and understanding related networking fundamentals• Collaborating with members of IT, third-party entities, and end users in order to achieve customers' mission-critical goals• Managing effectively and efficiently multiple support issues across significantly varying environments• Obtaining and interpreting raw data in order to diagnose causes of issues• Authoring knowledge base articles• Communicating professionally and concisely via telephone and email

Waterloo, Ontario, Ca

• Testing Calendar app functionality and synchronization between the smartphone and BlackBerry Enterprise Server across MS Exchange, IBM Lotus Domino, Novell GroupWise, and Google Gmail messaging platforms• Performing regression and ad-hoc testing• Documenting accurate and highly detailed bug reports using MKS Integrity• Installing server software on virtual machines• Writing and editing detailed test cases within HP Quality Center• Writing and editing process/procedure reference material within Confluence wiki• Confidently liaising with internal points of contact to acquire necessary technical information and/or leverage experience• Developing the manual and automation testing group’s training content repository, eventually merging with a VP-directed new hire training/onboarding initiative

Waterloo, Ontario, Ca

• Authoring final copy of web-based, instructor-led, and individual study training media using MS PowerPoint, Adobe FrameMaker, and Adobe Captivate• Authoring, editing, and publishing knowledge base articles• Writing, editing, and reviewing final copy of technical and sales training content for internal and external partners worldwide• Interpreting raw data and translating into terms with consideration of the target audience• Preparing all documents with strict adherence to RIM’s Style Guide in order to ensure consistency across all lines of business and reduce editing time• Modifying deliverables as directed by Editors• Meeting with internal customers in person or via telephone in order to gain full understanding of the submitted content requests, thus ensuring greater customer satisfaction and decreased revisions• Overseeing the production process of projects delivered by recently-hired content writers

Waterloo, Ontario, Ca

• Evaluating the quality of technical support and customer service phone call and email message interactions• Providing feedback and coaching in one-to-one discussions resulting in representatives being motivated and appreciating the importance of customer service best practices• Occasionally leading monthly team calibration meetings to ensure consistency of evaluation among Quality Assurance analysts• Using Remedy for documentation of representatives’ score cards• Scheduling meetings based on attendee availability and meeting room availability

Waterloo, Ontario, Ca

• Providing professional, thorough technical support services to prosumer and corporate BlackBerry smartphone end-users in mission-critical situations• Delivering comprehensible installation and troubleshooting guidance• Adapting delivery and communication style based on client requirements• Maintaining exceptional product knowledge within a constantly evolving industry• Documenting within Remedy clear and detailed case notes for every interaction• Maintaining focus on first-call resolution while balancing efficient usage of time with the delivery of memorable, human-level customer experiences

Greenwood Village, Colorado, Us

• Preparing and delivering instructor-led training content to new hires• Managing production statistic data of team members• Delivering daily updates and providing professional guidance during team meetings• Providing installation and troubleshooting services by telephone to Verizon DSL Internet users• Handling escalation calls• Documenting within Remedy clear and detailed case notes for every interaction

Greenwood Village, Colorado, Us

• Providing installation and troubleshooting services to Verizon DSL Internet users• Documenting within Remedy clear and detailed case notes for every interaction

Advanced Leadership Certification

Leadership Certification

Associate'S Degree, Business, Management, Marketing, And Related Support Services