As the Support Services Manager at Lambda, I was responsible for the daily operation of our client facing support team. Reporting to the Vice-President of Customer Experience, I was charged with: Defining, maintaining, and reporting on Support KPIsOutlining and ensuring Support policies procedures were followedParticipating in departmental budget reviewManaging support staffProviding support to Lambda's clients

I continue to work on customer issue revolving around the Learning Management Software(s) Totara and Moodle. My responsibilities have been expanded to include administration tasks pertinent to the teams function within Lambda. These include:Zendesk ticket queue managementKPI report management in Good Data/ZenDeskLiason with System Operations and Administration.Customer care calls

As part of the Support Team at Lambda Solutions I am tasked with resolving customer issues and questions about the Learning Management Systems products Moodle and Totara.

As a member of the Product Expert Support Team for Schneider’s Vijeo Designer HMI software, I help solve critical customer issues around the world. I perform deep investigations of a customer’s project to determine the source of their issue. I am often working with third party PLC programs such as RSLogix 5000 and Siemens TIA Portal. As well as Schneider’s own Unity Pro and SoMachine products. In particular I’ve spent the last two years becoming a knowledge expert on SoMachine. It incorporates Vijeo Designer and Schneider sells several devices that are a combination HMI and PLC. When possible I will provide a work around solution to the customer. I also handle any request to enhance or improve Vijeo Designer. I submit the issue to a global marketing database and when tasked create an initial impact analysis the feature may have on Vijeo Designer. During my time at Schneider I’ve also engaged in quality assurance activities. This includes creating and executing test cases across different areas of the product. I am also responsible for verifying any HotFix releases related to a case I am working.

As a Project Associate at INDE Electronics I was assigned to the Verification Team. I worked exclusively on their HMI software product, Vijeo Designer. I performed a variety of tests across the product. This includes Factory System, Release, and Feature tests. However, the majority of my time was verifying the PLC protocol drivers worked with every new version of Vijeo Designer.