Rowan Lean Email & Phone Number

North Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Responsible for the end-to-end management of the Salesforce platforms in use by FranConnect & World Manager. This role comprises of equal parts Solutions Architect, Business Analyst, Administrator and Developer where necessary to implement improvements to new or existing internal processes, ensure efficient workflow for staff and provide analytical insights across Sales and customer-facing divisions through in-depth data reporting, custom automations, and integrations.

Vancouver, British Columbia, Canada

World Manager acquired by FranConnect.Responsible for the end-to-end management of the World Manager Salesforce platform. This role comprises of equal parts Solutions Architect, Business Analyst, Administrator and Developer where necessary to implement improvements to new or existing internal processes, ensure efficient workflow for staff and provide analytical insights across Sales and customer-facing divisions through in-depth data reporting, custom automations, and integrations.

Vancouver, British Columbia, Canada

Sydney, Australia

Sydney, Australia

- Build and foster relationships with customers through continued contact and communication via face to face meetings, emails and phone calls- Act as a liaison between developers and clients to ensure that both parties understand each other with regards to specifications documents, change requests, support requests etc.- Provide training to new and existing clients on our range of solutions (Including our CMS, Client Software, 3rd Party Reporting tool and our own web based solutions) via webinars, phone or face to face sessions for groups of up to 10 people- Provide software support to clients on our range of client and web based solutions via phone, email and face to face- Assist in the management of implementations ranging from small software change requests to complete website projects- Software testing and investigation- Report bugs to the development team in a concise and usable manner to ensure time is not lost between Sydney and U.K office- Provide internal systems support to colleagues wherever possible

Sydney, Australia

- Provided technical support to clients for our proprietary web based e-learning, reporting and recruitment software via phone, email and face to face meetings- Lead training sessions for new and existing clients to familiarise them with our platform or assist with new functionality- Developed and improved support related procedures and systems to increase productivity, efficiency and value of our software platform.- Responsible for creation and management of all support documentation including User Manuals, Video tutorials and our Knowledgebase- Responsible for development of upgrade specifications for updates to our platform- Created mock-up imagery to outline upgrade ideas and client requests- Proof read and edited all English language used in our platform- Personnel Management including hiring and monitoring of any new team members- Researched, Customised and Implemented a web based CRM for the business after identifying the need for more efficient handling of client issues across all teams.- Identified a critical need for a client accessible support knowledgebase to reduce the number of repeat support and sales queries regarding our platform.- Maintained the company CRM and customise according to relative department requirements

Sydney, Australia

- Designed and implemented improved procedures to streamline spare parts operations- Provide customer service and technical support to customers within Oceania with regards to warranty and spare parts- Processed all spare parts and warranty orders- Maintaining customer and service agent databases- Investigation of stock discrepancies for spare parts- Creation of relevant reports and documents relating to warranty and spare parts- Management of returns process for spare parts- Resolution of escalated customer issues in relation to customer and service agent complaints

Sydney, Australia

Identified a need for an online community that provided news, content, forums and live event coverage for Australian Ice Hockey fans and players.Designed, built and maintained by myself, it proved to be the most popular of its kind in the country. I transferred ownership in 2008 and it has since been redesigned.

Sydney, Australia

- Liaising with sales, technical service and spare parts departments to resolve issues with proprietary software and hardware- Developed and implemented an interim customer information logging system- Developed and distributed a ‘virtual application’ to improve customer response time to enquiries and ease of problem resolution- Constantly looking for business improvements through increased knowledge sharing, development of support templates and creating and maintaining a FAQ database- Proof reading of User Manuals, including suggestions for re-writes and updates- Resolution of issues regarding Brother software including windows based faults, proprietary software issues and networking problems- Personally responsible for all Australian inbound support email (approx. 1000+ per month)

St Leonards, Nsw

Responsible for technical support regarding dial up and ADSL internet connectivity issues for OzEmail customers.