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Type: Resume
Name: Robert Button
Title: Director, Customer and MIS support
Address: 18091 Hardouin
City: Montreal
State: Quebec
Zip: h9k1j6
Country: Canada
Telephone: 514-581-4617
Date: 4/19/2003
Time: 8:01:14 PM


18091 HardouinPierrefonds, QuebecH9K 1J6 Phone: 514-624-4056Email: Robert Button PROFILE 18 years background in technology and public relations dealing with individuals on direct, and/or varying group environments at all levels. With a background in managing Information Systems, supporting internal and external customers, and understanding of technological challenges have provided ample opportunities to supervise, integrate, support and propose varying solutions utilizing strong interpersonal skills. Strong ability to learn new skills and information. Enjoy undertaking challenging roles and continually learning. I am imaginative, creative, with a flair for the solution of complex technical problems and a clear orientation towards ideas, concepts and intellectual pursuits generally. I am independent, ready to make decisions and take the initiative. I am highly motivated but also sensitive, understanding and have a willingness to help others. OBJECTIVE To engage in an exciting environment providing challenges while enhancing my interpersonal skills. Work in a dynamic, growing company who believes in maintaining individuality and independence within a team sharing, motivating environment. EXPERIENCE 2001 – 2003 Shiva Corporation Saint-Laurent, PQ Director of Customer Support and MIS CUSTOMER SUPPORT RESPONSIBILITIES · Developed and Deployed support programs and support agreement contract. · Designed and implemented Customer Support Agreement Confirmation Notice form. · Contacted personally each customer purchasing yearly Support contract in order to establish a one to one relationship. · Proven commitment to the delivery of excellent customer service. · Kept a smooth flow and an open line of communication between Product management, Quality Assurance and Engineering. · Contacted customers on a weekly basis to review support efficiency and satisfaction of service provided. · Managed daily support activities including deploying efficient operations, monitor trends and identifying areas of improvement. · Participated in weekly meetings with Engineering on Bug tracking and fixes. · Provided third level support to Intel Corporation. · Implemented Customer service metrics and goals in order to measure support staff efficiency · Implemented 7 X 24 hours hotline support · Involved in redesigning the WEB site support portal · Implemented new Helpdesk solution in order to obtain better tracking of issues · Managed Quality Assurance department for a period of 1 year. MIS RESPONSIBILITIES · Evaluate and implement technologies such as (MRP “Syteline from FrontStep”, Veritas backup system, Shiva’s VPN, McAfee Anti-virus). · Responsible for integrating two offices into a new location. Activities ranged from defining office requirements, floor planning, connectivity requirements, network centralization, relocation. · Implementing wide-area network connectivity using Shiva’s VPN technology including connectivity for home-workers. · Staff recruitment and development OPERATIONS AND LOGISTIC RESPONSIBILITIES · Responsible for relocating head-office and branch office (Montreal and Toronto) o Negotiation of the leases o Floor plans o Moving logistics o Cabling and new phone systems o Security system and alarms · Collaborated in the acquisition of a company 1998 – 2001 (June) Proxima Systems Ltd. Montréal, PQ Director Customer Care and Technical Support (Proxima closed in 2001) · Managed critical support activities related to customer’s requests and assured high quality service at all time (hardware and software issues). Kept direct communication with customers. · Reviewed current support organization and proposed new structures to better serve customers by adding a specialized technical group and business analyst. · Introduced new support contract and problem escalation procedures. Created the WAR ROOM ZONE for critical issues requiring global mobilization of the company. · Reviewed and approve technical recommendations related to software and hardware proposals (RFP). · Proposed and presented new status reports to Senior Management. · Defined and implemented new support programs and options achieving high customer satisfaction (7X24 hours support program, remote monitoring of customer servers, etc.). · Managed third party contracts related to leasing of Unix server equipment (HP and IBM). · Analyzed and recommended new telecommunication links to proactively support customer’s hardware and software environment (VPN). · Evaluated Thin Client Technology (Terminal Server) and impact on Proxima’s solutions. · Reviewed, proposed, configured and managed new ‘helpdesk’ solution for highest customer satisfaction. · Recommended and initiated compensation plan for on-call employees. · Managed Training and Documentation department for a period of 6 months. · Managed Software Certification Group for a period of 3 months. 1995-1998 Computer Associates Canada. Saint-Laurent, PQ Vice-President, Global Technology Delivery Services. · Managed the Canadian Technical Pre-Sales Organization (between 30 to 35 employees) and ensuring high quality services. · Facilitated all Pre-Sales activities with the Sales VP’s by assigning and unifying level of priorities. · Follow-up technical issues opened by strategic customers (Fortune 1000) demonstrating above satisfactory results. Escalated issues to Senior Management if required. · Gathered Customer Business Requirements and defined pre-sales action plan. · Supported the sales organization by validating the comprehension of technology and enforcing tools of proposed technological solutions. · Validated, delegated and integrated all major sales proposals (RFP’s). · Presented company’s strategic directions and visions to customers. · Prepared, analyzed and reported all pre-sales activities to Senior Management in New York. · Proposed and managed monthly phone calls between major customers and Senior Management to review outstanding issues. · Defined and designed training criteria program developing consultants to their full potential. · Recruited technical directors and consultants across Canada. 1995-1995 Computer Associates Canada. Saint-Laurent, PQ Technical Director, Eastern Canada. · Reviewed Sales Pipeline and assigned appropriate resources based on levels of priorities. · Responded to Request for Proposals (RFP). · Trained the consulting group on technical presentation skills. · Analyzed Customer Business Requirements. · Presented technical solutions to customers. · Installed and Configured Software. · Managed Software Trials. 1992-1995 Legent Corporation Canada Montréal, PQ. Computer Associates acquired Legent in 1995. System Engineer. · Presentation and demonstration of automated software solutions related to systems operations and document management. · Responded to Request for Proposals (RFP). · Analysed Customer Business Requirements · Installed and Configured Software. · Trial support and management. · Pre and post sales technical support. 1990-1992 Informatique Conseil-Plus Montréal, PQ Consultant · Analysed business requirements and implemented change management software. Mandates at: Air-Canada, Montreal-Trust and STCUM. 1986-1990 Les Coopérants General Insurance Montréal, PQ Programmer Analyst · Developed and implemented a job scheduling tool for the mainframe environment. · Developed and implemented a source management tool. 1985-1986 Société Immobilière Trans-Québec Montréal, PQ Programmer · Technical support for the workstation environment. Education 1982-1985 C.E.G.E.P. Rosemont Montréal, PQ · IS College degree 1994 XEROX Canada Toronto, ON · Presentation skills 1999 HEC Montréal, PQ · Sales Presentation skills.

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