Steve Kendrick Email & Phone Number

Calgary, Alberta, Canada

Calgary, Canada Area

Calgary, Canada Area

Calgary, Canada Area

Calgary, Canada Area

• Worked within the business to gather examples and details of reported issues with Solarc RightAngle system functionality and processes.
• Documented user requirements, developed procedure documentation and business cases.
• Worked within functional groups with people of multiple skill sets and across levels within an innovative environment.
• Modelled and developed functional solutions.
• Issues trouble-shooting and resolution.
• Performed Functional Testing and assisted UAT.

• Create, edit, and maintain various business reports for Upstream Oil & Gas clients that utilize the Synergy Business Platform.
• Requirements definition & analysis.
• Understand business problems through interaction with clients and define solution options.
• Provide User Training.
• SQL, database design and management.
• Interaction with all levels in the organization.

• Requirements Analysis – Responsible for analysing customer business processes as a precursor to solutions design. Ensure alignment of business processes to associated policies, and identify areas of alignment to the.
• Functional and User Acceptance Testing – Responsible for the preparation of test cases and detailed scripts to support customer functional and UAT.
• End-User Training - Conduct end-user training on core Objective solutions, including EDM, RMS and Workflow.
• Solution Configuration – Responsible for configuring the Objective product suite to conform to the documented solution design as well as making evolutionary improvements to the solution through prototyping the solution.

• Development of User Guides for new EDRMS implementation.
• Providing thorough phone, self-service, in-person and email support to over 2000 staff.
• Recording all customer requests into ITSM incident management system. Any incidents that I am unable to resolve are escalated to the appropriate second level team, with appropriate communication.
• Management of own incident queue within ITSM, resolving calls escalated to me.
• Administering RSA Secure Client Tokens and Client Login.
• Lead Support for Asian Offices and printer roll-out and support

• Providing 1st level user technical support, resolving all user problems and queries in an effective and timely manner.
• Monitoring, logging and keeping current all problems reported to the Service Desk.
• Producing records reflecting Helpdesk and job stream statistics in a timely manner and monitoring call volumes to avert potential escalation problems.
• Liaising with LAN/WAN engineers regarding the progress of their action on assigned problems.
• Attempting to resolve all Windows and Mac OS, printing and basic network issues, escalate if necessary.
• Assistance with implementation of new IT systems

Bachelor Of Management, Management Information Systems

Activities and Societies: Management Students Society

Business Analyst Extension Certificate, Business Analysis

Masters, Information Systems