Tom Nguyen Email & Phone Number

•Managed and performed enterprise level software implementations for Fortune 500 Corporations globally from a diverse range of industries.•Consulted and collaborated with client Project Lead Teams to develop detailed work breakdown, estimate resource requirements, and assist and execute with the development of project plans.•Developed and executed test cases, defining user procedures, data conversion, implementation strategies recommendations, onsite admin training and post-implementation tracking and support.•Analyzed and documented client environment configurations and provide recommendations to improve application performance. •Lead Technical Writer for Implementation Teams. Designed and developed configuration and installation documentation, functional and technical specifications.•Experience of working with clients across time zones and culture including North America, UK and AU.•Client list includes: Citigroup, Prudential, Amazon, AVIVA, OMERS, OTTP, Hewlett Packard, RBC, Nationwide, Coca Cola, Wal-Mart, John Deere, Boeing, Cargill, Ford, Xerox, Honeywell, Shell, FedEX, Bombardier.

Toronto, Canada Area

I was initially brought into the practice to assist with various IT work. This lead to other major projects including digital marketing, staff support, and overseeing all technical initiatives. Responsibilities include:Tracker Practice Management Software AdministratorMarket / Industry ResearchPatient Engagement / Retention Marketing CampaignsSEO Social Media Ads OptimizationDigital Content CreationTechnical WriterWebsite Content ManagerEnd to End Office Migration PlanningWebsite Security & MonitoringHiring of Technical Staff*Ensure successful completion of IT projects with high quality and within budget. Identifying and presenting risks, requirements, assumptions, and work with the client on mitigation strategies.*Provide expertise, training, direction, feedback, and coaching on all technical matters. *Identifies and implements opportunities to drive business forward using technology optimization, and process refinement and improvement.*Acts as Tech Advisor by communicating all technology changes, enhancements, new developments to the doctor and rest of the team.*Responsible for keeping and managing a centralized document repository of all technical documentation.

•Investigated application/environment issues and found solutions in an efficient manner.•Performed onsite and remote troubleshooting and diagnostic in SQL Server, IIS, COM and Windows Server operating systems.•Provide technical solution recommendations by assessing client's business processes and end user needs.•Manage client expectations and requests through consistent oral and written communication.•Acted as a liaison between clients and internal software developers.•Use Salesforce.com to data mine and run queries to create periodic and adhoc reports for Management.

•Edit substantively as well as proofread content for software review website.•Help develop schedules of software releases vendors and reviewers and ensure deadlines were met.•Work with software vendors on issues related to technical accuracy.•Prepare and send out company newsletters.

•Manage the call flows required for the center; continually assess and update all call flows. •Insure the delivery of excellent service to our clients.•Work with other senior managers located at corporate office to provide the proper training, quality of service and documentation for Call Center personnel so they can successfully respond to client calls.•Provide day-to-day supervision and guidance to a team of 5-10 Customer Support Representatives.•Assist with hiring, performance reviews, and scheduling of the teams.•Assisted management in projecting future problems and possible solutions.

Business Analysis

These courses in Business Analysis were developed by the School of Continuing Studies to respond to the growing demand in many businesses.

Associate'S Degree, Technical And Scientific Communication

Meeting the requirements of the industry is all part of the program's goal of producing workplace-ready individuals who have a keen.

Associate'S Degree, Business Management, Computers