Patrick B. Email & Phone Number

Ottawa, Ontario, Canada

-Maintaining the quality of products and services-Ensuring all processes are controlled and monitored-Processing quality audits and quality assurance reviews-Documenting new and existing processes-Troubleshooting manufacturing quality issues-Ensuring compliance with laws and regulations-Training and mentoring technicians and other members of the quality assurance team

Ottawa, Ontario, Canada

-Coordinated publishing cycles and managed content areas-Set publication standards while establishing goals that met expectations-Checked content for accuracy and errors-Proofread, edited and improved publication papers

 Provided timely and effective assistance to our customers through various channels (phone, email, in-person) to address their questions, issues, or technical problems. Diagnosed and resolved hardware and software issues reported by customers promptly. Acquired in-depth knowledge of the company's products and services to offer accurate information and solutions to customers.  Maintained a monthly ticket clearance rate of approximately 40 tickets, consistently surpassing company standards for ticket resolution, thereby enhancing customer satisfaction and retention.  Pioneered the development and implementation of a support knowledge database, encompassing standardized troubleshooting and support protocols. Showcased robust leadership skills within a team of 5, leading triage meetings to resolve tickets and improve troubleshooting and technical skills. Responsibilities encompassed goal setting, team building, delegation, problem-solving, conflict resolution, communication, resource allocation, and continuous improvement. Championed the migration from Hubspot to Team Support ticketing system, by taking the lead in team implementation and training. Took on the role of network administrator, regularly performing on-site server installation, maintenance, and repair, ensuring 99.9% uptime and uninterrupted service for thousands of healthcare professionals. Reduced downtime incidents through proactive monitoring and preventive maintenance strategies, ultimately enhancing system reliability and user satisfaction.

Ottawa, Canada Area

 Implemented highly technical and research-based coaching practices, resulting in significant skill development and performance improvements for athletes of all ages, including successful recruitment to professional levels. Conducted both group and individual coaching sessions, focusing on skill enhancement and tactical strategies, resulting in athletes achieving their personal bests and exceeding team expectations. Exemplified a strong work ethic, dedication, and professionalism, serving as a role model to motivate players to develop a strong commitment to the sport and personal growth. Effectively managed player development plans, meticulously tracking progress and adapting strategies to optimize player performance in a dynamic environment. Cultivated and maintained positive relationships with players, parents, and team management, effectively resolving conflicts, addressing concerns, and fostering a supportive and inclusive team culture.

Kanata, Ontario

 Director of QA for a start-up organization of 20 employees, responsible for the QA and testing of a SaaS application. Managed the seamless release of application updates, coordinating multiple support applications in alignment with project deliverables and strict deadlines. Ensure that products complied with industry regulations and standards. Provided clear and concise descriptions, reproduction steps and verification of results.  Created and applied manual test scripts that align with the test plan requirements, analyzed and documented results. Regularly provided reports to the development team, senior management, and stakeholders. Developed, implemented, and maintained a comprehensive Quality Management System to ensure compliance with industry standards, regulations, and internal quality policies. Responsibilities included building a library of devices to test new features, ensuring successful implementation across multiple platforms. Founded a multi-department collaboration to aid in testing procedures, optimizing limited resources available to a start-up organization.  Defined and executed a strategic quality plan aligned with the company's goals and objectives, including identifying potential quality-related risks and developing strategies to mitigate them prior to customer complaints.  Planned and conducted biweekly internal and external quality audits to identify non-compliance issues and recommend corrective actions. Provide training and guidance to the QA team and other relevant departments to ensure a culture of quality and compliance. Developed resources and tools for the QA team, fostering a culture of accountability and excellence. Frequently collaborated with developers throughout the software development lifecycle to ensure the proper implementation of features.  Continuously evaluate and improve quality control processes, methodologies, and systems to enhance efficiency and effectiveness.

Ottawa, Canada Area

 Developed and executed comprehensive test plans for new software applications, ensuring 100% coverage of functional and non-functional aspects.  Created and maintained detailed test cases, resulting in a 20% reduction in testing time and a 15% increase in defect identification. Collaborated closely with cross-functional teams, including developers, product managers, and business analysts, to ensure a thorough understanding of requirements and seamless integration of QA processes. Conducted various testing types, including functional, regression, integration, performance, and usability testing, identifying and reporting defects promptly with a defect tracking system. Implemented and continuously improved QA processes, leading to a 10% increase in testing efficiency. Spearheaded documentation efforts, maintaining a comprehensive repository of test cases, test results, and test procedures. Conducted performance testing to assess software scalability, load handling capabilities, and response times under various conditions. Mentored and provided training to QA team members, sharing best practices and fostering a culture of knowledge sharing.

Manotick, On

-Implemented marketing and sales strategies to consistently exceed sales targets. -Managed the operation, visual, and customer service standards in the store. -Led a team of employees, recognizing exceptional performance, and developing initiatives to improve employee satisfaction.

• Coordinate purchasing needs for the entire department.• Assess department requirements including staff responsibilities. • Effectively communicating between employees and management.

Ottawa, Canada Area

• Analyzed website trends and recommended new initiatives for management.• Fully responsible for creating brand awareness and market programs, including all site and advertising requirements. • Assisted in the creation of print marketing campaigns.

Bachelor'S Degree, Computer Science

Part-time student, working towards increasing my understanding of the IT and programing field. Minoring in psychology.

Honor'S Degree, Communication And Media Studies, A

Bachelor'S Degree, Web Page, Digital/Multimedia And Information Resources Design, A

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services, A