Pamela J. Email & Phone Number

Montreal, Quebec, Canada

Montreal, Canada Area

Supporting strategic and VIP accounts as well as maintaining and strengthening the overall business relationship with partners and customers. Responsible for building relationships, trust, and integrity with partners and customers by demonstrating a comprehensive understanding of the customer's business requirements; and Datavalet’s products and services that are used to support these requirements.• Established a trusting relationship with each client and drive continued value of our products and services;• Established key performance indicators with clients.• Be the voice of the customer cross-departmentally.• Accountable for all escalations from internal teams or clients within the assigned customer base.• Performs Incident manager’s duties.• Ability to deliver against Datavalets Service Management Philosophy.• Awareness and ownership of customers service performance and experience and develop and drive service improvement action plans.• Monitored Datavalet’s conformance to the client's Service Level Agreements.• Facilitated and presented key messages to the customer.• Improved customer service experience and contributed to revenue growth by identifying and recognizing new opportunities for expanding the customer portfolio.• Expressed Datavalet’s corporate strategy as well as industry developments.

Montreal, Canada Area

• Lead the development of processes and procedures in order to optimize the performance of the support and network monitoring teams.• Establish standards, policies, methodologies, and best practices that will guide the creation of future processes and procedures• Communicate process standards to ensure understanding across departments.• Monitor process activities to ensure standards are being adhered to and that other best practice process activities are integrated accordingly.• Attend senior management meetings to discuss critical process or service issues; make recommendations regarding process or service improvement plans required to address; provide status on improvement activities once started.• Support process activities by engaging technical and non-technical partners offering a consultation / education / training function to ensure process activities are successfully carried out. Provide information and explanations regarding process objectives, how process activities are performed, process maturity, and impacts to services being delivered.• Define requirements for implementations and configurations of technology/systems/services that directly affect processes. This would include but not be limited to IVR, Ticketing, content management, inventory management, and wiki systems.• Work with clients and suppliers to define specific methods of implementing agreed-upon processes.

Provide management of all high severity incidents (Severity 1 and 2), during normal business hours and out of hours. Engage technical team on call, once incidents verified and open technical conference call for additional technical resources to join. Coordinate management conferences where higher-up executives participated in updates and estimated time of resolution. Send out hourly notification and updates to client and executives.

Worked in Central Escalation and Notification (CEN). Gathered correct lines of service for all major incidents, and coordinated service restoration team in collaborating on issues.

Provided technical assistance to end users through phone and email, assisting clients in resolving various technical issues. Assisted client with password resets, application installation, printer and other hardware configuration and internet setup and configuration.

Product support Manager and Application support LeadCreated the technical support for the Toon Boom Studio Software. Wrote technical manual and designed the architectural structure for technical support database. Worked closely with developers and QA department during Beta stage of software.

Montreal

Project Manager / Programmer AnalystDeveloped CBT online training course, worked closely with development and graphic department. Oversaw scripting, technical writing and final stages of the CBT. Assisted with all human resources issues in team environment for project. Coordinated and participated in all activities for production of project, including estimation of cost, time line and budget.

B.A.S Arts & Science, Major Sociology, Sociology

A.E.C., Programmer-Analyst

Dec, Computer Science