Tim Ciceran Email & Phone Number

Toronto, Canada Area

Managing Customer Support, Quality Assurance and Information Technology groups at Crawford Technologies.Applied a straightforward, honest approach to team leadership, successfully fostering a workplace culture emphasizing transparent and open communication.Led the full range of hiring, training, and development for a team comprising 13 quality assurance, customer support, and IT specialists in support of global business growth.Encouraged a high performance culture of excellence, serving as a key leader and subject matter expert in technical troubleshooting and problem-solving, personally fielding and resolving 5% to 10% of issues brought to the technical support team.

Toronto, Canada Area

Managing Customer Support, Professional Services, Quality Assurance and Information TechnologyApplied a straightforward, honest approach to team leadership, successfully fostering a workplace culture emphasizing transparent and open communication.Led the full range of hiring, training, and development for a team comprising 17 quality assurance, customer support, IT, and professional services specialists in support of global business growth.Encouraged a high performance culture of excellence, assembling a world-class team with three of only 14 master electronic document professionals in the industry.Served as a key leader and subject matter expert in technical troubleshooting and problem-solving, personally fielding and resolving 5% to 10% of issues brought to the technical support team.

Toronto, Canada Area

Managing Customer Support, Professional Services, Quality Assurance and Information Technology.Oversaw the company’s Windows, UNIX, and mainframe environments and attending staff for the global enterprise, involving high level infrastructure design for IT, QA, customer support, and professional services. Managed quality assurance systems and processes encompassing high speed data manipulation and state-of-the-art printing systems, ensuring timely delivery of support services. Worked with the development team to develop and execute a regression testing suite, directly overseeing teams of customer support, professional services, and IT specialists. Ensured all customer contacts were prioritized and addressed in a timely manner, maintaining a consistent organizational focus on a customer satisfaction rate of 98% or higher. Built professional services team from the ground up by utilizing project management skills in requirements gathering and statement of work writing to establish firm parameters and prevent scope creep.Mentored and trained junior team members, working with account representatives to build and maintain positive client relationships in a business with 50% of sales derived from repeat customers.

Toronto, Canada Area

Senior Technical Support Analyst assisting customers with implementation and ongoing software support.Delivered advanced technical support to the entire customer base, including in-depth end user training, to support the transition from software configuration to the production phase.Provided pre-sales technical support and post-implementation troubleshooting for various issues involving print data collection and analysis, data transformation, software installation, setup, and configuration. Harnessed strong analytical and problem-solving skills to manage sample data printing, customer problem reproduction, and testing on Xerox 4635/4890 and IBM InfoPrint 2000 high speed printers. Developed and executed test cases for new products, features, and enhancements, making an invaluable contribution to the design of new product offerings, internal/external indexing, and visual page enhancements.

Toronto, Canada Area

Harnessed ongoing communication with customers to establish a rapport based on mutual benefit, ensuring that customers deployed Xenos products and features to their full advantage. Led internal QA testing for new products, features, and enhancements prior to roll out to value-added resellers, delivering post-implementation training and support to customers on site.

Toronto, Canada Area

Developed and implemented a legacy document conversion from AFP, Metacode, and flat files to HTML (CSS) for deployment on a web-based post office project. Produced document conversion solutions for a wide variety of customers using AFP, Metacode, PCL, PS, PDF, raster, XML, and flat files in addition to managing QA testing for custom software solutions and configurations.

Bachelor Of Science (B.Sc.), Geological And Earth Sciences/Geosciences

Bachelor Of Science (B.Sc.), Geological And Earth Sciences/Geosciences