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 &.
• 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.
• 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

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

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.
• 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

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.
• 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.

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.
• 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