Resume

Working remotely and serving as a trusted advisor to Mattermost customers, I offer guidance, planning and oversight during the technical deployment and implementation process.

Responsible for the successful integration of TrustArc consent and privacy products. Supporting small to enterprise-level clients. Developing strong relationships with customers and leveraging relationships to achieve retention and overall revenue growth. Assisting clients with all aspects of product implementation, design, and ongoing support. Works with various internal teams and customer executives, legal, marketing, and technical teams to resolve customer challenges. Offering high-level product advice and guidance on global legal standards and best practices.

Working remotely and serving as a trusted advisor to GitLab customers, I offer guidance, planning and oversight during the technical deployment and implementation process. Filling a unique space in the overall service lifecycle and customer journey and actively binding together sales, solution architects, customer stakeholders, product management, implementation engineers and support. Started on an unmanaged team of 2 and assisted with hiring and growing the team to over 11 including a new team manager. Oversight of an account portfolio in excess of $4M and more than 40 US West Coast accounts. Providing high-level and detailed demos and guidance to new and existing customers. Responsible for customer product adoption strategy and growth through detailed organizational DevSecOps transformations. Working with customer executives and various stakeholders to showcase overall product value. Acting as the liaison and single point of contact between the customer and company in all account management aspects. Facilitating and triaging customer bug, feature, and support requests.

Design, installation, and support of extensive Linux and Windows-based infrastructures, both internally and externally. Resolving high-level/visibility challenges such as disasters and outages for large clients. Responsible for the deployment and management of databases, email applications, Windows/Linux servers, cloud hosting, and VoIP phone systems. Managing client computing, network and telecommunications roll-outs and projects. Application and website design and development. Overseeing and managing staffing and project resources as well as working with vendors to source hardware/software. Assist with Sales and Marketing planning as well as assistance and technical guidance on producing bids, proposals, and quotes for public and private sector projects. Budgeting and Financial Management. Disaster recovery planning and backup management.

Providing on-site diagnostics, repair and initial installation, Configuration and consulting for all StorageTek/Sun/Oracle/Micros hardware (including EXA cloud platforms). Responsible for providing consulting and implementation of highly available systems for large enterprises and multiple levels of local government. Extensive Canada/USA travel for training, maintenance, and installation activities. Highly engaged in working directly with customer's GNU/Linux and Solaris environments, assisting with designing and implementing solutions, as well as resolving complex technical challenges.

Responsible for designing and implementing production VoIP infrastructure and cloud services. Designed and deployed network infrastructure to support customers' production web and telecom hosting environments. Working with AWS to create and deploy images, resources and networking services.

Assigned to the City of Edmonton. Computer re-imaging, repairing trouble and providing guidance on Microsoft Windows and Office suite. Diagnosing problems with hardware/software, and escalating incidents to higher tiers for resolution. Troubleshooting user problems relating to operating system issues, network connectivity, TCP/IP configurations, upgrades, Microsoft Office products and internet connectivity.

Responding to customers’ homes/businesses to troubleshoot and repair television, internet, and phone reception problems. Climbing ladders and poles to investigate signal and repair or replace the coaxial cable. Educate users on the use of equipment. Install and replace the hardware required for the operation of service.

Managed all aspects of Information Technology for multiple offices located in Alberta. Diagnostics, Configuration, and testing of Mobile devices, Servers, Desktops, Notebooks, Printers, and Networking Equipment. Equipment installation, imaging and configuration.

Responding to various government and private sector businesses to repair, replace, or troubleshoot printer, desktop and server hardware/software, point of sale, networking equipment, and wireless/mobile devices.

Provided in-house support and training for more than 200 users. Managing servers, networking equipment, desktops/laptops, Nortel telecom equipment, printers, and mobile devices. Setup and training of all new hires on office technology as well as office policies and procedures. Setup and tear-down of audio/visual equipment for meetings and events.

Assigned to Fluor Global. Responding to incoming technical support phone calls, emails and requests. Troubleshooting and logging of support requests regarding hardware/software, remote access, network connections, and telephone equipment.

Assigned to Syncrude and Epcor. Responding to incoming technical support phone calls, emails and requests. Troubleshooting and logging of support requests regarding hardware/software, remote access, network connections, and telephone equipment.

Bachelor of Commerce - Business Technology Management

Exadata, Exalogic, Sparc, M-Series, Solaris, and various other internal certifications.