Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bonnie Li

Technical Product Manager
Toronto,ON

Summary

Offering over 15 years of Application Software industry success. Expert on gathering business and system requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines.

Overview

15
15
years of professional experience
2
2
Certifications

Work History

Technical Support Manager

APEXA Corp
10.2022 - Current
  • Analyze and develop service goals for in-bound call centre
  • Track KPIs and create continuous improvement plans
  • Leverage data and analytics to make informed decisions and drive business improvements
  • Analyze support trends to identify opportunities for product enhancements or additional training resources
  • Reduce ticket backlog by implementing efficient case management strategies and prioritization techniques
  • Manage customer contact centre with team of support representatives
  • Establish performance goals for employees and provide feedback on methods for reaching those milestones
  • Recruit, interview and hire employees and implement mentoring programs to promote positive feedback and engagement
  • Establish team priorities, maintain schedules and monitor performance

Senior Business Analyst

APEXA Corp
04.2017 - 10.2022
  • Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team
  • Defined and prioritized epics, tasks and acceptance criteria
  • Collaborated with stakeholders to define project objectives and criteria
  • Collected, defined and analyzed business requirements
  • Wrote, updated and maintained product documentation
  • Helped deploy system enhancements to improve operations
  • Coordinated data migration and consolidation efforts
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback
  • Identified needed business improvements and determined appropriate systems required to implement solutions

Technical Consultant

PowerPlan Inc - Canada
01.2016 - 04.2017
  • Worked with client project teams on design and configuration of Asset Management Planning solution, configure application with documented design specifications
  • Provided required documentation outlining technical specifications of solution and configuration and all other project level documentation to client project teams
  • Attended project status meetings, discovery sessions and requirements workshops
  • Designed and created User Acceptance Testing documentation and guides, providing clients assistance with final testing and preparation for Go Live
  • Conducted in-depth technical analyses for clients, identifying areas for improvement and recommending actionable solutions

Data Migration and Conversion Specialist

Advanced Utility Systems
10.2012 - 01.2016
  • Completed initial data mapping activities based on existing best practices and drove custom mapping process with primary customer project partners
  • Constructed SQL scripts and stored procedures to migrate, convert and manipulate client legacy data
  • Created SQL Server Integration Service packages to automate processes and conversion scripts which provided optimal and efficient timelines on tight project plan
  • Created, shared and reviewed conversion reports to confirm accurate data conversions
  • Troubleshoot and analyzed various data related issues throughout different milestones of the project
  • Performed database loads and executed ad hoc database changes on client on site servers
  • Assisted in the development of training materials for new Conversion Specialists joining the team

Business Intelligence Reporting Analyst

CAA South Central Ontario
02.2010 - 10.2012
  • Troubleshoot and analyzed various report issues and web based projects
  • Continuously assessed current reporting techniques and developed improvements to boost accuracy
  • Prepared and developed SQL reports providing relevant metrics to all lines of businesses
  • Developed SQL Server Integration Service packages to conduct daily automated database loads
  • Performing User Acceptance testing and developed robust test plans for newly developed web based applications
  • Conducted all scheduled manual database loads and executed ad hoc database changes

Education

Human Resources Management -

Seneca College of Applied Arts And Technology
North York, None
05.2001 -

Marketing, Economics, International Business -

Seneca College of Applied Arts And Technology
North York, None
05.2001 -

Software Product Management Specialization -

University of Alberta
Online
05.2001 -

Skills

Product Lifecycle Management

Scrum Framework

Sprint Planning

Data-driven decision-making

Multi group Collaboration

Documentation Management

SQL and Databases

HTML and CSS

Certification

Developing SQL Queries for SQL Server

Timeline

Technical Support Manager

APEXA Corp
10.2022 - Current

Senior Business Analyst

APEXA Corp
04.2017 - 10.2022

Technical Consultant

PowerPlan Inc - Canada
01.2016 - 04.2017

Data Migration and Conversion Specialist

Advanced Utility Systems
10.2012 - 01.2016

Business Intelligence Reporting Analyst

CAA South Central Ontario
02.2010 - 10.2012

Human Resources Management -

Seneca College of Applied Arts And Technology
05.2001 -

Marketing, Economics, International Business -

Seneca College of Applied Arts And Technology
05.2001 -

Software Product Management Specialization -

University of Alberta
05.2001 -

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Bonnie LiTechnical Product Manager