Curriculum Vitae

SUMMARY

Support and Service Operations

Manager of customer service, technical support, professional services, and training, including business process and policy development
Well-developed ability to communicate with clients and manage and influence others within a distributed organization; leadership by example; solid team building skills
Exceptional capability to express technical terminology and solutions in terms of relevance and impact to business; superb problem solving capabilities and technical aptitude
Comfortable reporting to C-level management; skilled in developing, monitoring and controlling processes to exceed KPI targets

Digital Media and Communications

Development of web properties; specializations in online communities, content development, social media, and Search Engine Optimization (SEO)
Skilled negotiation of high-value, long term contracts with vendors for delivery of products and services for mission critical projects
Presenter and key-note speaker at conferences and seminars; interviewed for international newspapers and magazines; project and product evangelist; meeting and event chairperson
Development of marketing collateral and press releases

I.T. Project and Product Management

Deep understanding of software design, development, maintenance and support; application and information architecture, UI design and usability testing
Tenured PMI member working toward PMP certification
NPD methodologies and practices; sales and marketing initiatives, product documentation, training and new feature innovation
Broad functional and architectural knowledge of web, client/server and desktop software technologies; middleware, application servers, databases, data warehousing and mining, security, records management and retention, business process automation, portal and integration technologies
Web Services and emerging standards and protocols; experience with Oracle, MS SQL Server, LDAP, NTLM/IWA, Java, JavaScript, .NET, HTML, SOAP, XML, PHP, and OScript

WORK EXPERIENCE

2010 - Present

Aimetis Corp.

Waterloo, Ontario

Manager, Services and Support

Head of Technical Support, Customer Service, Professional Services, and Training departments
Tasked with achieving organization's Support and Service KPI targets
Regularly represent Services division of company, travelling internationally to key customers and trade shows
Developed the existing Technical Support department from a small help desk answering phones to a global team of Product Specialists
Directly managing employees in three offices; Canada, Germany and China
Designed and implemented a new incident management system improving employee productivity and eliminating annual licensing fees of 3rd party solution; fully integrated with existing customer service portal and new self service support tools
Planned and executed outsourcing of Customer Service; on-shore with off-shore overflow; ongoing management including training and compliance
Furthered customer training program by planning and implementing a successful new eLearning platform; continued management including oversight of training content development

2006 - 2010

Open Text Corporation

Waterloo, Ontario

Product Specialist (2006 - 2010)

Content Server (formerly Livelink ECM) and Eloquent LaunchForce product specialist; additional SDK, Architecture, and Security specializations
Interface between product management, development, sales and customers
Experience with Content Server deployments and integration in a wide array of enterprise architectures; VMware Server
Administration of complex support test lab including MS Exchange, Active Directory, MS SQL and Content Server servers

SDK Product Specialist (2007 - 2010)

OScript and Livelink API (LAPI) and Enterprise Web Services (EWS) development, debugging and support

2004 - Present

Basil Enterprises Inc.

Waterloo, Ontario

Founder, CEO

Proprietor of technology consulting and software development firm; direct management of all company operations: web hosting; web and software development; technical consulting; products
Innovated and implemented two market-leading Internet properties

Creator & Product Manager - Database Projects (2004 - Present)

Planned and implemented two Internet websites; more than 16 million visitors and 130 million page views annually; top in market
Executed all project changes from concept to release; directed all critical decisions of policy, procedure and content; owned key metrics and drove improvement based on those metrics
Negotiated sale of projects to Silicon Valley start-up company, Wikia Inc. in 2006. Wikia is backed by Amazon.com, Bessemer Venture Partners, First Round Capital and the Omidyar Network.
Brand development; aligning the product, features, and community for sale or investment
Project communications, meetings and events coordination, conflict resolution
A/B testing for feature implementation, marketing and sales initiatives, and UI design; user behaviour analysis; UAT; market forecasting; traffic pattern recognition and exploitation
Freelance product consultant and key-note speaker for MediaWiki software
Product training development; learning facilitation
Ad-hoc product / project management consultation
Best practice and process automation design and maintenance
Media contact and project evangelist
Content management; taxonomy and web placement; quality assurance director
Building teams around functional purpose
Advising product business owners and senior executives based on interpreted analytical data

Technology Solutions Consultant (2004 - Present)

Freelance software and web development
SOHO requirement analysis and solution implementation
Training development and facilitation

Creator & Product Manager - TorrentLend (2008)

Developed concept for peer-lending facilitation service
Early pioneer in unrealized Canadian economic marketplace

Systems Administrator (2004 - 2006)

Web and database server administration and maintenance
Software installation, configuration, customization and maintenance
Network planning and support
Backups and disaster recovery planning
Application integration
Custom or pre-made website support
Multiple application stacks: LAMP; WIMP; WAMP

2005 - 2006

Sun Life Financial

Waterloo, Ontario

I.T. Analyst

Investigate, diagnose and resolve system problems related to networks, software, internet access and hardware for sales systems
Received issues escalated by first level Analysts
Development and maintenance of knowledge base documentation
Training facilitation of new Analysts

2002 - 2005

Rogers Communications Inc.

Kitchener, Ontario

Senior Customer Service Representative (2004 - 2005)

In-bound call center customer service; sales and lead-generation
Customer relationship management
Received issues escalated by Junior CSRs

Management and Operations Support (2004)

On-rotation substitution for duties of managers out of the office
Performance quality assessment, skill-development planning and one-on-one coaching
Workforce planning; large-scale vacation scheduling

Training Facilitator (2003)

One-on-one coaching and group training for new employees
Performance quality assessment, skill-development planning

Customer Service Representative (2002 - 2003)

In-bound call center customer service; sales and lead-generation

1999 - 2002

RMH Teleservices

Brantford, Ontario

Customer Service Representative

In-bound call center customer service
Customer relationship management

EDUCATION

University of Waterloo	Waterloo, Ontario
Faculty of Math, Computer Science

Wilfrid Laurier University	Waterloo, Ontario
Faculty of Arts, Languages

Nexient Learning	Kitchener, Ontario
Project Management - Managing IT Projects

PUBLISHED INTERVIEWS

Virtual Market: What We're Buying... - Investopedia (March 2010)
Bye-bye to sci-fi? - Seattle PI (July 2007)
Wiki profiles Marvel comic characters - The Oklahoman (June 2007)
Database serves Marvel maniacs - Toronto Star (May 2007)

PROFESSIONAL ASSOCIATIONS

ASQ - American Society for Quality (2011 - Present)
PMI - Project Management Institute (2009 - Present)

CERTIFICATIONS

OTLSA - Livelink System Administrator
Kofax Technical Solutions Specialist
Actively working toward PMP certification
CPR / First-aid certification
Joint Health and Safety Committee certified member. Certified according to training requirement established by the Workplace Safety & Insurance Board under Section 4 (1) of the Workplace Safety & Insurance Act.

COMMUNITY ACTIVITIES

Boys and Girls Clubs of Canada

Youth Mentor

INTERESTS AND ACTIVITIES

Music, guitar, drums, piano, travel, foreign language studies, social networking media, and hobby programming.

SKILLS AT-A-GLANCE

Customer Service Operations
Technical Support Operations
Training Program Development and Instruction
Personnel Management
Web Property Development
Online Communities; Social Media; Content Development; SEO
Product Development and Management
Project Coordination and Communication
Media Communications; Press Releases
Sales and Marketing
Knowledge Management
Web Content Management
Open Text Content Server (Livelink)
Kofax Capture (Kofax Ascent Capture)
Software Architecture and Development
C#, .NET, Java, JavaScript, PHP, HTML, XML, SQL, OScript
English; fluent
Spanish; intermediate written and oral communication
French; intermediate written and oral communication