Annie Leduc
Beloeil
Summary
Senior Solution Engineer offering 20 year background developing, deploying and selling surveillance and monitoring solutions. Deep understanding of Service Providers needs and challenges. Possess strong time management and problem solving skills with ability to set priorities and is adept at working in fast-paced environments demanding strong organizational leadership and interpersonal skills.
· Business level fluency in english and french.
Overview
24
24
years of professional experience
Work History
Customer Success Team Manager
NewEra Technology
04.2022 - Current
- Drives Results: Consistently achieving results, even under tough circumstances.
- Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
- Create and maintain relationships with key customers, focusing on proactive customer
service and contracted deliverables. - Ensure that internal and external partners are fulfilling their obligations of service to meet
client needs - Focal point and liaison CX communications efforts to customers regarding outages, implementations, and maintenance activities.
- Create and maintain customer portal, agreements, contacts, configurations
- Monitor service level agreement (SLA) compliance and take proactive measure to ensure
SLAs are met.
Senior Sales SP Solution Engineer
IR
01.2019 - 04.2022
- Technical lead for Solution engineering team in United States
- Own and maintain technical relationships at prospect throughout sales process
- Influence and conduct customer facing solution overviews and live product demonstrations.
- Create documentation to support customers in sales process and close gaps in technical understanding both internally in IR and externally with customers.
- Design new surveillance solution for remote worker during COVID pandemic
- Work closely within designated sales team to set and execute technical sales strategy
- Create and deliver technical presentations to customers, engineers, managers and executives
- Act as extension of Integrated Researches test and development teams to test new upcoming software releases as necessary.
- Conduct and manage all aspects of technical evaluations
- Create new solutions based on customer requirements during sales process
- Complete RFP / RFQ responses
- Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.
- Design software and hardware architectures to support customer needs
- Keep apprised of current technical specification by reading technical manuals and other technical sources in order to best meet customer needs.
- Deliver technical training to engineers, partners and vendors
- Troubleshoot prospect/customer environments by reviewing issues and finding/resolving those code issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
CSM
IR
01.2018 - 08.2019
- Develop trusted advisor relationship with multiple people in account/portfolio to expand engagement with stakeholders across customer organization.
- Advising customers on best practices, business process enhancements, and additional offerings that increase value of IR’s portfolio within their business.
- Translate customer’s business requirements to product functionality and work with internal technical teams to ensure their needs are met.
- Identify key customer stakeholders and develop strategies to build trusted advisor relationships
- Serve as accounts advocate within IR, managing escalations quickly and effectively, and coordinating with other organizations at IR to act on behalf of customer.
- Create and update customer scorecards and regularly report health of accounts to key internal stakeholders.
- Responsible for retention of customers in assigned portfolio.
- Drive NPS (Net Promoter Score) increases within account.
- Identify areas of expansion within account and collaborate with internal account team.
- Attend on-site meetings, including customer workshops, executive meetings, and industry events.
- Define business outcomes and build customer success plan which includes key objectives, milestones, stakeholders, and measurement of success.
- Leverage industry and product knowledge to share insights with customer about how they can get most out of their product.
- Evaluate gaps in Product coverage for renewal accounts.
- Generated customer satisfaction surveys to analyze results into action plans
Solution Engineer
IR
01.2015 - 01.2018
- Influence and conduct customer facing solution overviews and live product demonstrations.
- Create and deliver technical presentations to customers, engineers, managers and executives
- Work closely within designated sales team to set and execute technical sales strategy
- Create and deliver technical presentations to customers, engineers, managers and executives
- Analyzed and resolved complex monitoring problems for end-customers
Senior Technical Advisor
Bell
01.2012 - 01.2015
- Assist Sales team during meeting with customers
- Present (business and technical) suggested design and solution
- Build surveillance architecture based on client needs and contractual SLA :
- List issues and concerns,
- List improvements and optimization
- Interface between client, operation and PS team
- Build Desjardins Surveillance Telephony and Network surveillance strategy plan
- List business requirements
- Participate in business continuity plan;
- Design new surveillance telephony architecture
- Position VoIP through all Desjardins sites
- Create disaster recovery surveillance solution plan.
- Build telephony roadmap;
- List of opportunities and implementation plan
- Documentation of maintenance best practices;
- Train permanent resources to manage customer infrastructure.
Bell Senior Analyst
Bell
01.2009 - 01.2012
- Give technical presentations to customers remote and onsite
- Network and VoIP Design and Management of clients infrastructure
- Conduct training sessions with operations teams
- Design and deploy custom voice and network management solutions for large business
- Lead cross-functional teams to carry out projects.
- Work with technologies from Cisco, Avaya, Nortel, Juniper, Microsoft, etc.
- As member of change advisory board, conduct change assessment and approval.
- Provide around the clock support for large array of tools used to monitor network and VoIP infrastructure.
- Provide assistance on complex issue (VoIP, Data, Capacity and Performance)
- Linux / Unix Servers Administration
System Management Specialist
Bell
01.2000 - 01.2009
- Level 3 support (VoIP, Data, Capacity and Performance)
- Linux / Unix Servers Administration
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Identified network system issues, performing troubleshooting techniques for remediation
- Prepared variety of different written communications, reports and documents
- Communicated regularly with customers concerning data exchange and technology integration
- Developed team communications and information for meetings.
Education
DEC - Computer Science
Cégep De Saint-Hyacinthe
Saint-Hyacinthe1999
Skills
- Subject matter expert on CISCO unified communication and contact center (deployment, architecture, design, surveillance) also fluent on Microsoft Teams, Zoom and multiple call recording technologies
- Ability to multitask effectively
- Operational analysis
- Performance Tuning
- Detail-oriented and resourceful in organizing and completing complex clients integrations projects using expertise and knowledge in software engineering to solve practical problems
- Strong time management and problem solving skills with ability to set priorities; Work well in teams under direction of software engineers
- Technical writing
- Solutions-focused sales
- Product development
Awards
2020 - Engineer award - US
2018 - Engineer of the year - Global
2016 - Engineer award - US
2012 - President Club Award (Cisco) - Canada
2011 - Unity Award (Avaya) - Canada
2009 - Unity Awards for Global Performance (Avaya, Nortel and Cisco) - Canada
Timeline
Customer Success Team Manager
NewEra Technology
04.2022 - Current
Senior Sales SP Solution Engineer
IR
01.2019 - 04.2022
CSM
IR
01.2018 - 08.2019
Solution Engineer
IR
01.2015 - 01.2018
Senior Technical Advisor
Bell
01.2012 - 01.2015
Bell Senior Analyst
Bell
01.2009 - 01.2012
System Management Specialist
Bell
01.2000 - 01.2009
DEC - Computer Science
Cégep De Saint-Hyacinthe
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