Clinton Elvie
Orangeville,ON
Summary
Dynamic and visionary Technical Specialist with a demonstrated history of leadership and management excellence. A solutions-driven and exceptionally analytical professional, dedicated to elevating customer implementation management. Renowned for consistently identifying, dissecting, and adeptly resolving intricate technical business challenges.
Overview
7
7
years of professional experience
Work History
PROJECT MANAGER
GoFleet Corporation
10.2022 - Current
- Conducting assessments of client business requirements, skillfully aligning services with Telematics needs, optimizing project budgets for resource allocation, and determining technology requirements to deliver cutting-edge solutions.
- Designing and executing project implementation schedules with careful attention to key milestones, ensuring project deliverables are adhering to timelines.
- Coordinating and managing multiple vendors for seamless delivery of hardware and software components, fostering cohesive project execution.
- Designing, executing, and managing client onsite hardware installations, ensuring accurate and specification-compliant deployment of Telematics systems.
- Planning and executing software integration projects, harmonizing various Telematics solutions for seamless automation of business processes.
- Tracking project metrics and facilitating quarterly business governance meetings, enabling transparent and data-driven communication among stakeholders and sponsors.
- Identifying project risks, actively involving key stakeholders in risk management, and executing change orders as needed to adapt to evolving project requirements.
- Overseeing a team of project coordinators, driving successful execution of smaller implementation projects, ensuring alignment with organizational goals and client expectations.
CUSTOMER SUCCESS MANAGER
GoFleet Corporation
03.2020 - 09.2022
- Serving as main point of contact for all assigned enterprise accounts
- Leading and managing new customer onboarding and deployment projects including coordination of training, installation, software configuration
- Performing periodic customer account audits to promote account health and growth potential
- Analyzing customer data, industry best practices and making actionable recommendations to improve customers fleet performance through safety, productivity, compliance, maintenance, and expandability
- Leveraging core business competitive strengths to sustain loyalty and profitability while promoting expansion
- Educating clients through proactive outreach to promote awareness of industry trends and innovative solutions
- Collaborating with clients to gain continuous feedback to improve customer experience with onboarding services, product design, educational material, and managed service offerings
- Responding to escalated customer grievances and performing retention efforts to ensure customer satisfaction and reduce risk of churn
- Working with clients to asses results of key metrics against predefined goals to produce Success Stories.
Implementation Manager
Conexiom
03.2021 - 11.2021
- Worked with a team of Implementation Managers, responsible for intaking customer accounts from Sales, designing and implementing business solutions, and preparing accounts for handover to Account Management team.
- Conducted internal Sales Handover meetings and external client Kickoff calls to understand and define project scope, timeline and milestones, key stakeholders and business objectives.
- Managed end to end client onboarding process, implementation software configuration process, conducting training to promote self sufficiency, and ensuring delivery of business needs.
- Facilitated and hosted client technical discovery sessions, profiling client’s specific ERP and CRM platform uses, business operations and goals for the project.
- Utilized unique logical scripting to map client business documents through Conexiom mapping engine to automate intake into end client’s ERP.
- Facilitated project business review meetings to evaluate project milestones, risks, and deliverables.
- Consulted and provided ongoing client support, involving internal technical teams and project sponsors as needed to drive progress and overcome obstacles.
Team Lead, Technical Support
GoFleet Corporation
09.2018 - 02.2020
- Managed team of 5 technical support representatives to ensure customer service, response times and resolution times were met for all technical inquiries or issues
- Improved customer service by reducing response and resolution times by 40% within one quarter
- Responded to escalated technical support issues and applied resolution strategies to provide superior customer service
- Developed processes, documentation, and knowledge-base articles as required to ensure support issues were resolved in a timely manner
- Provided training and education to staff of new products and support methods for those products
- Coordinated and facilitated periodic evaluations of support team members, identifying areas of improvement and implementing strategies for development
- Documented and communicated standard operating procedures for staff to ensure proper methods were being followed.
Technical Support Representative
GoFleet Corporation
11.2017 - 08.2018
- Provided technical and administrative support for fleet management hardware/software solutions
- Performed troubleshooting analysis of installation, network connectivity, software and hardware related issues for GPS Telematics devices, mobile tablets/phones, and fleet camera systems
- Performed database administration, data analysis, and product training to assist customers in maintaining commercial vehicle regulation compliance standards
- Applied customer service skills to build ongoing relationships with customers and support their business needs.
IT & Youth Outreach Administrator
Youth Action Network
03.2017 - 10.2017
- Delivered technical and administrative support for a not-for-profit, youth led charity organization
- Maintained and optimized desktops (Windows & Apple), printers, IP phones and wireless networks
- Provided onsite technical support for organization satellite offices
- Performed administrative duties and facilitated partnerships in support of outreach initiatives
- Supported development of media platforms and assisted in coordinating community events.
Service Delivery Technician
SOCAN
05.2016 - 03.2017
- Provided 1st level technical support for desktop/laptops, VDI, LAN/WAN, Video Conferencing Telecom and all end user software in a Windows environment
- Created and tracked all service related incidents and requests into Socan's LANDesk ITSM software and ensured all assigned tickets met defined SLA's
- Prepared and updated Service Delivery procedures and manuals
- Escalated software/hardware problems as necessary to higher tier Service Desk support
- Maintained accurate inventory records of hardware, software and peripherals
- Participated in new hardware/software testing and implementation
- Provided exceptional customer service for Socan employees through phone, email, desk visits and remote desktop support.
Education
Certificate - Agile Project Management
University Of Toronto
Toronto, ON07.2021
Diploma - Computer Networking & Technical Support
Seneca College
Toronto, ON04.2017
Skills
- Implementation Management
- Account Management
- People Management
- Process Design
- Data Analysis
- Technical Writing
- Microsoft Excel
- Vendor Relations
- Computer Networking
- Database Management
- Product Improvement
- Technical Support
Timeline
PROJECT MANAGER
GoFleet Corporation
10.2022 - Current
Implementation Manager
Conexiom
03.2021 - 11.2021
CUSTOMER SUCCESS MANAGER
GoFleet Corporation
03.2020 - 09.2022
Team Lead, Technical Support
GoFleet Corporation
09.2018 - 02.2020
Technical Support Representative
GoFleet Corporation
11.2017 - 08.2018
IT & Youth Outreach Administrator
Youth Action Network
03.2017 - 10.2017
Service Delivery Technician
SOCAN
05.2016 - 03.2017
Certificate - Agile Project Management
University Of Toronto
Diploma - Computer Networking & Technical Support
Seneca College
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