General tasks around the house as assigned by my sweetheart

QA has been busy tuning up our QA systems to ensure our 65,000 plus tests are completed daily, expanding our test suites across our product lines. QA has adopted the mantra of "We break the code before the customer does".Certified in 2Q16 as a Net Promoter® Certified Associate Professional. Our recent NPS score of 70 proves our customers recognize our dedication to producing quality products and services that help improve their efficiencies and cost reduction.In 2015, we celebrated our 20th Anniversary. From humble beginnings to our leadership in the marketplace, we've continued to produce best of breed products in Customer Communications Management (CCM), Document Accessibility,Archiving & Enterprise Content Management (ECM) and Print Transformation Products & Services.

Researched, reviewed and reported to senior management on new technologies resulting in faster & informed decision making.Liaise with business owners, cross-functional IS managers to ensure priorities and actions were taken on a timely basis.Responsible for coordinating downtime activities between Change Management, Change Implementers and Business owners ensuring projects follow due process and are implemented on time.Managed project portfolio:- Project Manager for Knowledge Management pilot.- Project Manager to acquire and roll out web conferencing services.Disseminate knowledge, experience and provide guidance to customers on the use of Microsoft’s Unified Communication solutions for video conferencing and remote presentations.

Managed the Support Centre (Help Desk) to handle 1st level Desktop Support in a 24 x 7 x 365 environment with customer calls being resolved in 5 minutes or less. By exceeding this metric greater than 90% of the time, Support Staff were able to quickly restore an IS service outage and allowed our customer to resume their duties with minimal impact.Following ITIL V3 best practices, incident & change management processes were followed to ensure problems were resolved quickly and user requests were processed within agreed Service Level Agreements time frames.Ensured staff were compliant with GMP processes and followed corporate mission, policies & procedures.Continuous improvement to increased productivity and availability by re-engineering the centre from a desk phone and single screen desktop computers to laptops supporting 2 additional monitors and integrated VoIP. These changes enabled staff to be more productive, relocate easily to accommodate building maintenance/upgrades, work remotely and support last minute staffing changes resulting in uninterrupted Support service.Maintain service levels after corporate mandated 25% staff reduction. As the company’s growth recovered, interviewed & hired contract & permanent staff to ensure appropriate staffing levels and quality of service.Used technical knowledge of Office 2010 to assist the Windows 7 rollout project team by using Outlook’s Mail Merge to generate and send out e-mail notices from the Support Centre. A customized e-mail was created for each customer with specific details on the exchange of their desktop computer or where to drop off & pick up their laptop and upcoming training sessions. This resulted in a controlled rollout over several months across the Toronto sites with minimal impact to users and the business.

Responded to IS Senior Management requests and queries, performed market research into new and upcoming technologies to provide background information and insight into best practises and implementation.Published technical white papers in house on research results and recommendations.Assisted and consulted in Business Service Management, Vista & Office 2007 rollout and collaborative projects.Designed, built, test, implemented and supported:- an enterprise wide, web-based document imaging system (with SQL database) to enable QA staff to remotely review, approve/reject, publish and archive production batch records.- a dynamic, web-base form for IS Service Requests using SQL, HTML, CSS, ASP, Java and Pearl.

Liaise with Senior Executive and their admins to address IS related issues.As per customer needs, identify new technologies that provide value and increased productivity and when required, take the necessary steps to implement using documented procedures.Manage reported calls to ensure timely delivery of resolutions, solutions or services.Work with IS staff on projects to present a customer’s perspective and offer possible solutions.

January 1999 to March 2003, started the company’s Information Centre department to research, design, build and maintain the corporate web sites and applications.In house expertise and resources worked with departments and affiliate sites to build and support their web sites, providing timely cost-effective services including SEO, Page Load optimization, tuning and web analytics.Review and maintenance of department's budget.Sought out opportunities to automate applications & services. Took on Project Management responsibilities of these projects. Key projects included:- replacement of the paper-based internal phone book with an internally designed, developed electronic phone book that is automatically updated nightly from SAP HR master data. Application was later expanded to work with the corporate BlackBerry and won RIM’s BlackBerry Corporate Application Award (2006).- the creation of an event registration form where staff could select and register a convenient time frame to donate blood, on-site during business hours. Application could easily be configured for other corporate or social events.Led migration of Computer Based Training (CBT) application to an integrated, vendor-based service. This provided several benefits including automated scores exported to the HR SAP Employee training records, reduced maintenance & capital costs and offered the service to staff on their home computers for off-hour use. Corporate sites won awards for UI/UX in human-factor & ergonomics design, accessibility and usability.Guided direct reports on how to meet and seek customer requirements resulting in application development & delivery that exceeded customer expectations.Mentored direct reports on how to meet and seek customer requirements resulting in application development & delivery that exceeded customer expectations.

Consulted in a part-time capacity on Gentran e-commerce (EDI) and design & build a Quotation/Jobbing system. Application had to be extremely flexible in order that the company could "change gears quickly" to produce quotations in their Retail and Petroleum marketplace.Application successfully reduced a 1/2 day quotation time to within minutes. The app also was able to import a Visio drawing of a store layout, generate a quotation and provide a parts/product list to be manufactured. Further enhancements supported sub-contracted parts, product weights, painting, packaging and inventory control.Application initially designed using Excel and then migrated to support multi-user using Visual Basic (VBA), Access and MS SQL. An interactive, web-based proof of concept of the application was successfully produced.

Member of Engineering Team, developed the new generation of Supply Chain Management software product using Forté Object Oriented 3 tier, client server development tool. Also responsible for on-site installation, configuration, trouble-shooting of system problems and customer training.

Market focus on the Fortune 500 companies in southern Ontario, Provincial and Federal Governments of LAN based, CD-R document imaging system, Computer Output to Laser Disk (COLD) technologies, high end electronic form design workstations, software and protocol converters to connect desktop printers to mainframe networks, customized PC based solutions and consulting services.Responsibilities included account management, cold calling, proposal & business case development, presentations to C-level management.

Marketed full line of electronic (laser) printers to assigned geographic territory, seek out new business opportunities within assigned insurance, retail and distribution vertical markets and foster additional revenues from within named accounts.Proposal and business case composition, presentations and demonstration of Electronic Printing (E/P) products to VPs and C-level management.Named Account Manager of the month, February 1989

Designed and developed software products and utilities in IBM 370 Assembler to support Xerox printers attached to IBM and compatible mainframes.Provided feedback to U.S. engineers on hardware enhancements during software development.Produced documentation and trained support staff on new software products offerings.Technical Lead of an international team researching mainframe based, high speed check scanning and printing.Evaluated impact of image quality on data compression and related storage as well as printer performance during development of new technologies.