As a leader in the technology industry, I offer comprehensive consulting and integration services to small and medium-sized businesses, empowering them to leverage the latest technology to drive growth and success. My team also excels in delivering custom web software development solutions that meet the unique needs of our clients.Projects Completed• Invoicing application, including tracking of GST and reporting for tax purposes (Edmonton, AB)• Network Installation for a… Show more As a leader in the technology industry, I offer comprehensive consulting and integration services to small and medium-sized businesses, empowering them to leverage the latest technology to drive growth and success. My team also excels in delivering custom web software development solutions that meet the unique needs of our clients.Projects Completed• Invoicing application, including tracking of GST and reporting for tax purposes (Edmonton, AB)• Network Installation for a small trucking business based (Edmonton, AB)• Development of an inventory tracking system for a fabrics wholesaler (Edmonton, AB)• Bar Code Generator Software (Visual Basic) - stand-alone application• SEO Page Generator (SaaS Application written in PHP with MySQL DB)• WordPress set-up/configuration, including integration of an automated marketing platform• Set up and integration of website autoresponder series• Set up landing pages for lead generation• Business process consultant redefining business processes to provide optimal collaboration between Support and Sales (Vancouver, BC) Show less

I am a seasoned professional specializing in business transformation and organizational development. With a wealth of experience in career development, business operations, human resources, technology, and business travel, I provide valuable insights and guidance to organizations seeking to optimize their processes and achieve meaningful growth.Through my blog and LinkedIn articles, I share in-depth analyses and practical advice on a wide range of topics that are critical to today's… Show more I am a seasoned professional specializing in business transformation and organizational development. With a wealth of experience in career development, business operations, human resources, technology, and business travel, I provide valuable insights and guidance to organizations seeking to optimize their processes and achieve meaningful growth.Through my blog and LinkedIn articles, I share in-depth analyses and practical advice on a wide range of topics that are critical to today's business landscape. My aim is to empower readers with the knowledge and tools they need to navigate complex challenges and drive success in their careers and organizations.Connect with me on Twitter @mohamedbhimji and on LinkedIn for regular updates and thought leadership content. Show less

As previous Vice President, and Member:• Working with the council to manage the operations of a 32 unit complex across three buildings.• Attend monthly Strata Council meetings.• Attend yearly Strata Owners meetings.• Review financials, and other correspondence from owners.

Scaling and managing a diverse, global team of Technical Support Engineers for the industry-leading SaaS provider of Web Archiving, Social Media and Enterprise Collaboration archival solutions (EIA - Enterprise Information Archiving). Providing Technical Support for our complete suite of products: Web Preserver, Pagefreezer Social Discovery, Pagefreezer Web Archiving and Social Media & Enterprise Collaboration Archiving Solution.• Developed and mentored high-performing teams, focusing… Show more Scaling and managing a diverse, global team of Technical Support Engineers for the industry-leading SaaS provider of Web Archiving, Social Media and Enterprise Collaboration archival solutions (EIA - Enterprise Information Archiving). Providing Technical Support for our complete suite of products: Web Preserver, Pagefreezer Social Discovery, Pagefreezer Web Archiving and Social Media & Enterprise Collaboration Archiving Solution.• Developed and mentored high-performing teams, focusing on coaching and personal development.• Consistently demonstrated exceptional attention to detail and follow-through on tasks.• Experienced in using benchmarking and performance metrics to drive continuous improvement.• My professional reputation is Built on my high integrity, strong leadership abilities, and unwavering commitment to ethical conduct. These values guide my every decision and action.• Passionate about exceeding customer expectations and delivering exceptional service.• Skilled in identifying opportunities for improving operations efficiency and implementing best practices.• Proven ability to improve key performance indicators and drive positive business results.• Highly articulate and effective communicator with experience working with individuals at all levels of an organization.• My technical skills include experience with VPNs and support tools like Jira Service Manager and Confluence. I've used these tools to streamline processes and enhance team productivity. Show less

As a leader in implementing digital transformation projects for Group Benefits, I have a track record of delivering high-quality results at a fast pace. My team and I provided thorough training to clients and brokers to ensure a strong understanding of our product and capabilities. We also prioritize the timely resolution of support requests during the implementation phase and smoothly transition clients to the support team. With a successful track record of implementing over… Show more As a leader in implementing digital transformation projects for Group Benefits, I have a track record of delivering high-quality results at a fast pace. My team and I provided thorough training to clients and brokers to ensure a strong understanding of our product and capabilities. We also prioritize the timely resolution of support requests during the implementation phase and smoothly transition clients to the support team. With a successful track record of implementing over 450 SMBs, I have proven my ability to adapt and excel in a remote work environment. In addition, we utilize tools such as JIRA to report and address product gaps, collaborating with Product and Engineering teams to ensure timely resolution. I also maintain strong communication with the Senior Management Team, informing them of client-facing issues and implementation progress that could impact our relationships with Sun Life, clients, advisers, and brokers. Show less

Rise is a SaaS application that unifies HR + Benefits + Payroll into a simplified, personalized, all-in-one People Platform. As an HR and Payroll professional, my team and I assist managers and professionals in companies like yours to achieve their goals efficiently and accurately on a daily basis. We work to streamline HR and payroll administration processes, enabling you to focus on building and maintaining a top-performing team and providing a superior employee experience.

Introducing StrataConnex - a revolutionary strata portal and management software for property managers, council members, and owners. StrataConnex is a cloud-based B2B SaaS application that simplifies strata complex operations and enhances communication between board members, owners, and professional strata managers. As a cutting-edge solution, StrataConnex is poised to revolutionize how strata communities operate and thrive.• Developed the overall business plan and strategy for the… Show more Introducing StrataConnex - a revolutionary strata portal and management software for property managers, council members, and owners. StrataConnex is a cloud-based B2B SaaS application that simplifies strata complex operations and enhances communication between board members, owners, and professional strata managers. As a cutting-edge solution, StrataConnex is poised to revolutionize how strata communities operate and thrive.• Developed the overall business plan and strategy for the company• Led the design and development of the B2C SaaS application• Managed the budget and financials for the company• Acquired and managed relationships with vendors• Provided technical support and troubleshooting assistance• Monitored and analyzed market trends and competitor activity• Continuously worked on improving product and customer satisfaction.• Business assets were sold to a software development organization in Singapore. Show less

As a Customer Operations leader, I was responsible for the management and performance of a team of 15-20 customer service agents in a bilingual (English/French) 24x7 call center serving both B2B and B2C clients. Through consistently meeting or exceeding predetermined KPI targets, my team provided exceptional technical and product support (prepaid gift cards and financial products) to Tier 1 merchants in the United States and Canada. I also managed a team of 3 remote technicians who ensured the… Show more As a Customer Operations leader, I was responsible for the management and performance of a team of 15-20 customer service agents in a bilingual (English/French) 24x7 call center serving both B2B and B2C clients. Through consistently meeting or exceeding predetermined KPI targets, my team provided exceptional technical and product support (prepaid gift cards and financial products) to Tier 1 merchants in the United States and Canada. I also managed a team of 3 remote technicians who ensured the proper functioning of our network of phone card vending machines across the United States.• Enhanced Fraud Processes to ensure recovery of compromised cards before fraudsters can deplete funds. • Increased efficiency of Customer Service Agents through performance improvements which resulted in a reduction of call abandon rate from 15% to 5% and improved productivity and first call resolution from 65% to over 80% • Monitored calls to support goal of 85% of calls answered within 30 seconds of getting into the IVR; considered various metrics daily to ensure compliance and look for opportunities to improve response and coach individuals accordingly. • Through better monitoring over 95% uptime of our phone card vending machines across the United States in high traffic airport locations in NY, LV and LA plus in several tourist destinations in Hawaii, Disneyland and Disneyworld.• Improved QA scores from 80% to over 90% consistently.• Lead several successful technology deployments to merchants in Canada and the US ranging in size from 300 to over 1,500 merchants.• Bring a strong operational sensibility to leadership and management, with field operations management experience, experience in cost containment for profitability and keeping the bigger goals in mind while balancing customer needs. Show less

As a key member of the software development team working closely with the Director, I was responsible for the successful management and delivery of products to new and existing clients and their network of merchants in Canada and the United States. My responsibilities included coordinating resources to ensure the successful completion of ongoing work and projects, prioritizing client satisfaction; developing comprehensive test plans for QA Analysts to ensure that all products and systems were… Show more As a key member of the software development team working closely with the Director, I was responsible for the successful management and delivery of products to new and existing clients and their network of merchants in Canada and the United States. My responsibilities included coordinating resources to ensure the successful completion of ongoing work and projects, prioritizing client satisfaction; developing comprehensive test plans for QA Analysts to ensure that all products and systems were thoroughly tested before release; verifying and approving time spent by various departments and individuals on projects; managing the POSA Program; and ensuring product certification. Show less

As the primary point of contact for the LOGIC application, I managed client expectations and requirements for the American Red Cross Plasma Services and their partners, including Bayer and other fractionators. My responsibilities included responding to inquiries and implementing solutions to ensure accurate billing and reporting, and managing and maintaining new requirements. I also directed the work of junior software development team members in resolving client issues and served as a Systems… Show more As the primary point of contact for the LOGIC application, I managed client expectations and requirements for the American Red Cross Plasma Services and their partners, including Bayer and other fractionators. My responsibilities included responding to inquiries and implementing solutions to ensure accurate billing and reporting, and managing and maintaining new requirements. I also directed the work of junior software development team members in resolving client issues and served as a Systems Analyst as needed to address internal and client-raised variances. In addition, I developed management reports for the LOGIC system used in the ARC manufacturing process and assisted in preparing RFPs. I was honoured by Haemonetics for being in the top 25% of performers in the Software Services division.Haemonetics is in the healthcare industry, providing software solutions and medical device equipment. Haemonetics is the global leader in blood management solutions. The LOGIC application has 510(K) Clearance from the US FDA. Show less

I managed a small team as a Project Team Leader for the IHCare Hospital Information System application. I worked within established project policies and guidelines to contribute specific results toward the overall project effort. My responsibilities included overseeing the Order Management System, Advanced System Administration, and Interfaces sub-systems; participating in the development of the project plan to ensure consistency with project goals; troubleshooting and resolving software or… Show more I managed a small team as a Project Team Leader for the IHCare Hospital Information System application. I worked within established project policies and guidelines to contribute specific results toward the overall project effort. My responsibilities included overseeing the Order Management System, Advanced System Administration, and Interfaces sub-systems; participating in the development of the project plan to ensure consistency with project goals; troubleshooting and resolving software or connectivity issues, user access, and security; writing and maintaining system documentation and recording system problems and resolutions for future reference; conducting technical research on system upgrades to evaluate the feasibility, cost, and time required for changes; communicating with clients to gather, analyze, and document requirements and manage scope changes; and providing clients with analysis and work estimates for anomalies raised. Show less

Work with various groups (DBA, Development, Testing, Project Managers) to ensure requirements were met, product thoroughly tested and ready to be deployed to production environments. Communicate with clients advising them of upgrades, and fixes to the application to prepare them for their own internal testing and to update documentation as necessary to reflect changes that may impact process flows.Over the years worked on various parts of the global/convergent billing platform - from… Show more Work with various groups (DBA, Development, Testing, Project Managers) to ensure requirements were met, product thoroughly tested and ready to be deployed to production environments. Communicate with clients advising them of upgrades, and fixes to the application to prepare them for their own internal testing and to update documentation as necessary to reflect changes that may impact process flows.Over the years worked on various parts of the global/convergent billing platform - from database developer, to user interface development. I was a Team Leader for the Customer Care portion of the billing application and provided support on-site for clients in Monterrey, Mexico (AT&T), and Tokyo, Japan (NTT).Saville Systems PLC (ADC Telecommunications) was a leader in providing innovative, customized convergent billing software and services to the global telecommunications industry. Saville's solution supports all billing segments of the telecommunications industry including customer care, call detail processing, billing and post billing in one flexible platform. Saville has developed and implemented solutions for all markets, including long distance, cellular, PCS, emerging carriers, satellite and convergence.Saville Systems was purchased by ADC Show less

Providing desktop support to NOVA Gas employees at their corporate office in downtown Edmonton, Alberta Canada.• Add, remove, update software applications on desktop and laptops.• Upgrade hardware on desktop computers and laptops.• Troubleshoot computer/laptop issues.• Provide training as required with MS Office applications.• Assist with moving computer hardware during office moves.• Other technical support as required and directed by supervisor/manager.This… Show more Providing desktop support to NOVA Gas employees at their corporate office in downtown Edmonton, Alberta Canada.• Add, remove, update software applications on desktop and laptops.• Upgrade hardware on desktop computers and laptops.• Troubleshoot computer/laptop issues.• Provide training as required with MS Office applications.• Assist with moving computer hardware during office moves.• Other technical support as required and directed by supervisor/manager.This was a one-year paid internship. Show less