Shen West Email & Phone Number

New South Wales, Australia

Wollongong, Nsw, Au

Sydney, New South Wales, Australia

In a very fast paced environment I am responsible for the onboarding and implementation management of multiple SAAS projects, across a variety of different products. I work closely with clients and internal stakeholders to build meaningful relationships and ensure successful project outcomes.• Awarded 'Employee of the Quarter' award within 9 months of joining• Running multiple projects at the same time.• Manage the end-to-end implementation process of Readytech software solutions for new clients.• Coordinating the Data Migration process and client 3rd party integrations.• Clear communicating with client in a non-technical, no jargon manner,• Establishing and managing project scope, risks and setting clients expectations. • Acting promptly to manage and minimise risks to project timescales and client satisfaction.• Understand clients' specific requirements, and design and execute tailored implementation plans.• Provide training and support to clients to ensure they are fully equipped to use Readytech software solutions effectively.• Collaborate with internal stakeholders to ensure that all implementation aspects are completed on time and to a high standard.Influence change to continuously improve implementation processes and best practices to ensure scale and successful project outcomes.

Sydney, New South Wales, Australia

• Onboarding new clients and gathering requirements. • Evaluate clients processes to outline areas that can be improved with technology. • Defining scope for for new websites / applications.• Setting action points for clients, outlining information they must supply and realistic timescales.• Creating a detailed specification for the design team and seeking client sign off.• Website design and creation.• Acting promptly to minimize and resolve problems.• Delivering dynamic and meaningful training courses on finished products.• Creating product documentation for new systems and processes and updating existing documents.• Client Relationship management, seeking opportunities to present additional services and products.

London Area, United Kingdom

• Delivering formal classroom and online training to clients, across multiple cloud based SAAS solutions.• Providing training to elected database administrators, covering user profile creation, user privileges.• Chairing meetings with clients to plan key stages of the implementation and set correct expectations for timescales, processes and their required involvement.• Reporting back to stakeholders, initiating follow up and execution of client requests.• Actively sharing knowledge and best practice to deal with difficult and complex situations• Creating and editing comprehensive documentation that meets organizational standards, including full user guide.• Seeking continuous improvement through monitoring performance and analysing product documentation usage.• Assisting clients when onsite by installing software applications.• Maintaining customer service levels to client base.• Reporting on implementation feedback trends and identifying issues.• Acting as a referral point for trainers and colleagues from other departments.• Speaking to aggrieved clients to identify pathways to resolve roadblocks. • Delegating duties to other departments or other trainers to ensure smooth running of operations.• Creating technical specifications to document systems for development team (Confluence).

• Acting as Database Administrator for CRM System.• Dealing with correspondence, complaints and queries.• Training staff and managing performance, sickness and absence and adherence to company policy.• Responding to staff shortages by taking on ad hoc duties across the businesses. • Managing the legal checks for over 300 properties in the portfolio, ensuring ALL are up to date.• Negotiating and managing property owners who decline to resolve maintenance issues or authorise mandatory safety checks.• Providing support to all staff and businesses within the group utilising multiple software packages.• Creating marketing copy for website and local press. • Working on ad hoc special projects for the directors, and across all 3 businesses within the group

• Facilitating software, induction and ad hoc staff development training to internal members of staff (UK Travel).• Acting as referral point to 2nd line support for issues relating to database administration, new user creation and amendments of letter templates within CRM system.• Upskilling colleagues in the training team.• Creating new courses to address the software and soft skill requirements of each individual business.• Designing and writing training guides and supporting documents.• Writing monthly training report for management board, breaking down stats and trends.• Providing constructive feedback to employees who were underperforming in their role.• Acting confidentially, and in accordance with company HR policy and legal requirements.• Keeping up to date with legislation affecting recruitment industry and ensuring the databases were configured accordingly, ahead of time.

• Delivering high end user software training to clients across 3 different versions of the Adapt product (1 SAAS based and 2 client server) covering UK, Europe and USA.• Liaising closely with sales and project management to encompass and pass on all relevant observations and threats to project plan timescales and influencing client’s opinion when needed.• Defining business requirements and scope of projects. Reporting back to all stakeholders.• Managing client’s expectations whilst representing my organisation in a positive manner.• Delivering technical courses to database administrators and application developers.• Seconded to design and facilitate brand new courses for long awaited new flagship product.• Creating course documentation and supporting materials (user guides, PowerPoint presentations, exercise packs, handouts)• Leading client meetings onsite to investigate client’s workflow and requirements.• Planning workflow solutions and enhancements in accordance with system limitations and client’s budget.• Creating costing plans for required development works.• Authoring functional and technical specifications for application design team. • Scheduling and updating Project plan.• Nominated to lead pre-sales, hands on, training demonstrations for large multi-national clients.Helpdesk Engineero Acting as a first point of contact for database administrators seeking technical assistance or guidance.o Remote troubleshooting through investigation and pertinent questioning.o Providing expertise on areas including system maintenance, installation, new user creation, file rebuilds (DOS / UNIX / Windows Server) taking into account client’s own set up and circumstances. o Telephone training to walk new clients through specific tasks.o Turning around business critical support issues as quickly as possible and escalating those issues to the relevant department where necessary.