Nick Smith Email & Phone Number

Toronto, Ontario, Canada

-Manage the implementation and deployment of Quality Management Software throughout the full delivery cycle to successful client Go-Live

-Manage the implementation and deployment of Quality Management Software throughout the full delivery cycle to successful client Go-Live

Victoria, British Columbia, Canada

-Administered internal system user tables for several systems, including expense authorities, disposal request portals, and public auction portal-Initiated disposal requests for government ministries and broader public sector-Supported webform system for external request submissions-Liaised with government ministries, broader public sector, and general public to provide access, instruction, and information across several electronic systems and government processes

Toronto, Ontario, Canada

-Run projects full cycle, from Sale to Go Live managing all aspects of requirement gathering, design, documentation, training, and deployment while adhering to project budget and constraints-Architect custom solutions for projects, running a team of consultants to deliver solutions to meet unique customer needs-Design and execute all aspects of company onboarding process, including program design, creating documentation, and scheduling-Delivery of onboarding program for new hires (both onsite and remote), including training, mentorship, and establishing individualized learning paths-Provide Customer Success services for existing customers through ongoing quality assurance, support, and relationship management-Fulfill role of Sales Engineer to prepare and facilitate live demos for Sales team

Toronto, Canada Area

Toronto, Canada Area

-Resolve highly complex issues for identified tier-1 clients through scoping, solution design, and execution in Live system environments-Conduct in-depth forensics to determine optimal solutions to unique customer requests/issues-Manage customer relationships and provide a point of escalation for level-1 issues-Provide consulting services for best practices in deploying EHSQ enterprise software, both remotely and onsite- Conduct installation and configuration of applications in client environments-Produce documentation outlining best practices and lessons learned to continuously improve operational excellence-Consult with Product Management to review unique issues, new features, and product functionality to disseminate to the appropriate departments-work cross-functionally with all departments internally to resolve issues at any level--technical, relationship, financial, or communicative-Facilitate client training as required (onsite and remote)

Toronto, Canada Area

-Discover application functionality through usage/ reverse engineering-Create User Guides for existing applications-Consult with Product Managers of unreleased applications to produce User Guides and training material for upcoming releases-Manage revisions using GIT to ensure proper versioning and change tracking-Publish documentation for Online Help using MadCap Flare

Toronto, Canada Area

-Create Project Plan and Timeline-Liaise with cross-functional stakeholders to gather client requirements for software configuration-Translate configuration changes into client-facing documents to present to client for sign-off-Configure all aspects of software to customize it for client-Deliver all training for software platform and applications both remotely and onsite-Conduct User Acceptance Testing with clients, and respond to any issues as needed-Import mass lists of employees, users, and legacy data as required-Coordinate Go-Live and Roll Out of the system corporate-wide with client to ensure successful deployment-Transfer clients to Support Team for continuity of support moving forward-Manage project expectations, timelines, and conflict as required to ensure adherence to the project plan-Create Training materials and resources as needed

Toronto, Canada Area

This position combines the roles of Account Manager, Support Analyst, Trainer, Consultant, and System Administrator. I am responsible for ensuring the success of our tier-1 clients, including our ten most highly-valued accounts, some of which are among the top ten rated hospitals in the US. This position involves making many configurations changes in a live environment, and consequently requires a high degree of product knowledge, experience, and skill.-Recognized as a product expert, resulting in being chosen to pioneer a new pilot service for clients (remote system administration)-Ensuring continued client success by analyzing, predicting, and meeting client needs proactively-Delivering formal training sessions, both remotely and onsite-Taking on highly complex projects for non-standard configurations which are beyond the capabilities of the support team-Making extremely complicated changes in clients' live environment to address issues, where the fix could not be copied from the test environment-Reconfiguring entire applications in Live systems when required-Acting as a consultant for the client, in recommending best practices, assessing needs, and offering guidance in all aspects of the software-Generate revenue by selling and delivering services to clients as needed (training, consulting, project hours)

Toronto, Canada Area

This position combined the roles of a Business Analyst, Support Analyst, Project Manager,Trainer, and Implementation Specialist. I was responsible for coordinating all aspects of successfully implementing our application in the client's environment.-Traveled onsite to gather client requirements-Analyzed client requirements to architect an exceptional software configuration/deployment-Created, tested, and delivered entire client configurations-Coordinated team of technical resources to install application locally-Coordinated team of development resources in cases where custom development work was required for the project-Traveled onsite to deliver face-to-face training on all aspects of software (use, administration, reporting, support)-Adhered to a strict project schedule, ensuring that milestones were met, and deliverables were on time

Toronto, Canada Area

This position combined the roles of customer service representative, support analyst, trainer, and client liaison. I was the first point of contact for all client inquiries, and my responsibilities included diagnosing and resolving client issues spontaneously, as well as connecting clients with other internal resources.-Achieved the highest ticket throughput of any member of the support team-Provided Tier 1 and 2 support for over 600 clients across 6 applications-Recognized as an authority on report generation, and consequently provided level-3 support for colleagues internally-Delivering informal training sessions to clients-Administered client support portal-Wrote, edited, and catalogued articles for client knowledgebase-Wrote, edited, laid out, and published monthly external newsletter for client distribution-Created and delivered several educational presentations (on advanced functionality of the software) to clients during our annual users group conference-Achieved a thorough understanding in the fields of risk management, patient quality, and claims management

Toronto, Canada Area

• Facilitated patron loans and returns to the library• Communicated referencing information to patrons including archived, off-site, and database materials• Instructed patrons on the use of resources• Organized and maintained stacks, including re-shelving and shelf-reading.• Excelled at duties, resulting in being selected as the only assistant to remain on staff through the summer months for two consecutive years.

Bachelor’S Degree, English Language And Literature, General

Specialist degree with a double major in English Literature and Philosophy.

Technical Writing And Analysis, A+

Develops the ability to communicate effectively to an audience, and teaches how to analyze written information to use structure.