Martin T. Email & Phone Number

Strathroy, On, Ca

Strathroy, Ontario, Canada

Integral member of the Global Enablement organization, working closely with Product Management teams on the Product Release Readiness initiative to provide technical and commercial enablement within the Service & Knowledge line of business, including Coveo’s generative AI offering, Relevance Generative Answering.• Build and deliver enablement materials to internal teams in preparation for product and feature releases and events including the New in Coveo: Service webinar of Coveo’s flagship customer event, Relevance 360°• Consult as a subject matter expert with Education Services in the production of courses and other training materials• Contribute to the improvement of Coveo products and documentation by working with development teams to identify and address gaps and issues• Present enablement updates at all-hands events attended by hundreds of colleagues

Strathroy, Ontario, Canada

Collaborated with Research & Development, Professional Services, Customer Success and Alliances teams to develop a deep understanding of what was required for customers and partners to adopt and become proficient with Coveo solutions.• Served as subject matter expert within the Service line of business, primarily on the Coveo for Salesforce (Service) platform• Led and delivered customer- and partner-facing training and educational events, including the Coveo for Salesforce Learning Series: Service Cloud and Experience Cloud in H1 2023• Designed a framework comprising multiple certification paths across the Service line of business• Built and maintained demo, test and trial organizations (Coveo and Salesforce) for use by Coveo employees• Assisted the Education Services and Documentation teams in maintaining instructional materials to ensure that customers and partners realized best-in-class implementations• Kept current on Coveo product releases and product roadmap plans

Strathroy, Ontario, Canada

Design authority on customer implementations of Coveo Relevance Platform and Coveo for Salesforce.• Integral member of Professional Services team ranked as one of the "Best-of-the-Best" by SPI Research (2020)• Coordinated and led architecture requirements review sessions with customers• Translated business requirements to functional requirements and documented solution design• Advised customers on technical matters• Assisted with configuration of data sources and user interfaces• Monitored user acceptance testing and coordinated resolution of issues with project developers• Developed and documented best practices

Strathroy, Ontario, Canada

Responsible for internal knowledge management tools used by the Service organization, including Coveo Relevance Platform, Coveo for Salesforce and Salesforce Knowledge (Lightning).• Implemented Coveo Relevance Platform and Coveo for Salesforce, including configuration of content sources and analytics and development of search interfaces and custom extensions• Implemented Salesforce Knowledge (Lightning), including configuration of the Knowledge object and all user- and workflow-related items• Developed, implemented and supported feature requests and resolved or worked around issues• Worked with vendors to prioritize new features and drive resolution of issues in core products

Strathroy, Ontario, Canada

Responsible for overall business management of Symantec Knowledge (Enterprise Security and Website Security Support knowledgebase), an implementation of Oracle Knowledge (InQuira). Managed and prioritized feature requests, drove resolution of issues, conducted ad hoc reporting and worked with various teams to ensure the overall health and performance of the system.• Led the Knowledge Experience team effort in designing and implementing a formal content localization process• Regularly served as an integral member and subject matter expert on several project teams, including projects surrounding the operational and legal separation of Symantec and Veritas• Migrated 340,000 articles and 15,000 users from InQuira 8.1 to Oracle Knowledge 8.5• Managed the Symantec Knowledge group in Salesforce Chatter; ranked as a Top Influencer• Developed, tested and implemented configuration changes (channel schemas, console and web roles, workflows, etc.) for the Information Manager component of Symantec Knowledge• Developed, tested and implemented code changes (headers, footers and custom pages) for VeriSign InQuira (now merged into Symantec Knowledge)• Developed, tested and executed a custom utility to export over 25,000 knowledgebase articles from the Altiris Knowledgebase for import into Symantec Knowledge• Developed, tested and implemented a custom utility to provide automatic updates of IT Unplanned Service Interruptions information for all of Symantec

Strathroy, Ontario, Canada

Responsible for daily maintenance and administrative tasks related to the Altiris Knowledgebase (managing users, articles, categories, attributes, etc.) and member of core knowledge management team.• Developed, maintained and supported extensive customizations to provide functionality, usability and performance improvements to the “out of the box” vendor product (Talisma Knowledgebase) used for the Altiris Knowledgebase• Developed, maintained and supported several custom scripts and applications used in the administration of the Altiris Knowledgebase• Active participant in discussions regarding the continued improvement of a comprehensive knowledge management system (including processes and tools) for Symantec Corporation and the design, construction, quality assurance and user acceptance testing phases of Symantec Knowledge

Belle River, Ontario, Canada

Responsible for providing third-level technical support to customers and partners, assisting first- and second-level technical support with escalated issues and authoring and reviewing articles for the Wise Solutions knowledgebase. Acted as a liaison to the Quality Assurance department, submitting defect and enhancement requests and assisting with Quality Assurance testing of new releases.• Developed, maintained and supported several custom applications used by the Technical Support team

Plymouth, Michigan, United States

Responsible for providing second-level technical support to customers and partners, assisting first-level technical support with escalated issues and authoring and reviewing articles for the Wise Solutions knowledgebase.• Developed, maintained and supported several custom applications used by the Technical Support team

Waterloo, Ontario, Canada

Responsible for packaging and distributing applications and managing the corporate desktop for a client base of over 8,000 users.• Developed, maintained and supported several custom applications used for new application packaging and distribution processes and automation of other tasks