Wyatt Hook Email & Phone Number

Okotoks, Ab, Ca

Calgary, Alberta, Canada

Responsibilities:• Lead the day-to-day operations of the Integrations and Reporting team, collaborating with cross-functional leaders to prioritize bug resolution, manage customer issues, and ensure adherence to performance metrics and SLAs.• Develop and execute strategic direction for integration and reporting initiatives, defining roadmaps and prioritizing projects to align with organizational goals.• Manage departmental budget to optimize cost savings while enhancing operational efficiency.• Act as a point of escalation and handle high-level communication with clients and internal leadership throughout the escalation process, from engagement to resolution.• Direct the scoping, resource allocation, and delivery of projects and programs supporting customer needs.• Analyze industry trends and best practices to inform strategic recommendations for data integrations and reporting roadmaps.• Implement integration and reporting solutions, focusing on scalability, efficiency, and security requirements.• Ensure alignment between client expectations and project delivery to enhance Client Satisfaction (CSAT) and Net Promoter Score (NPS).• Collaborate with the VP and Director of Client Success to shape Absorb's customer experience strategy, aiming for exceptional client satisfaction throughout the customer journey.• Enforce risk mitigation processes among team members, resolving issues promptly to meet deadlines and maintain high client satisfaction levels.

Calgary, Alberta, Canada

Responsibilities:• Manage Client Services operations in relation to SaaS Integrations and Reporting • Lead a team of 20+ Specialists• Develop business process improvements and drive efficiency levers• Resource planning and forecasting for hiring pipelines• Budget management• Onboarding, training and development of individual contributors.• Project management• Develop and maintain dashboards and reports for communication with executive leadership teams.•Evaluate and manage vendor relationships

Calgary, Alberta, Canada

Responsibilities: •Managing a team of 15+ Data Integration Specialists•Improving hiring and onboarding process for the Professional Services department•Providing people management, including approving time off requests and expenses, out-of-office coverage and more•Refining internal SOPs and Playbooks as well as other various documentation•Providing consultation services for Single Sign On, API, and Data Integrations to clients•Importing and exporting client data to integrate external systems with Absorb LMSAchievements:•Promoted to leadership position within 2 years of employment at Absorb

Calgary, Alberta, Canada

Responsibilities:•Respond to and manage requests in an internal-facing service desk•Provide hardware and software support for Microsoft Windows and Apple macOS•Administer Active Directory and Azure Active Directory•Perform Microsoft 365 administration•Administer Intune/Microsoft Endpoint•Assist with hardware deployment and asset management.•Develop internal policies (e.g. Acceptable Use Policy, Approved Applications, etc.)•Onboard and offboard employees•Provide internal application support•Perform SaaS Operations engineering, including SaaS management, SaaS automations, and SaaS stack consolidation•Perform procurement, evaluation, and cost analysis of services and applications•Evaluate and manage vendor relationships•Triage service desk requestsAchievements:•Repeatedly recognized for exemplary service desk service•Awarded the Circle of Excellence award•Developed SaaS ecosystem maps for each role/department within Absorb, reducing onboarding and offboarding tickets and process completion time by up to 50% for many departments.

Virden, Manitoba, Canada

Sandblasting Laborer

Responsibilities:•Worked as part of a 24/7 critical response team, primarily remotely•Managed external support service desk tickets and internal infrastructure tasks in a Unix environment•Engaged in rotating shifts to constantly monitor infrastructure and respond to helpdesk tickets•Proficient in Unix shell•Experienced in VMWare and HyperV administration•Skilled in Zendesk administration and helpdesk support•Proficient in Jira project management•Experienced in client success management

Okotoks, Alberta, Canada

General Kitchen management and sous chef responsibilities such as scheduling, ordering, line and short order cooking, baking, inventory management and cost analysis.