David Tolvay
Edmonton,AB
Summary
Skilled Implementation Consultant with comprehensive background in business process analysis, project management and solution design. Strong ability to translate complex requirements into actionable strategies, ensuring seamless software integration. Noted for creating innovative solutions that increase efficiency and improve business functionaility. Past roles demonstrate signifigant impact on operational enhancement through successful implementations. Able to travel 80%.
Overview
21
21
years of professional experience
Work History
Implementation Consultant
Tyler Technologies
Latham, NY
10.2022 - 02.2026
- Led end-to-end client on- boarding projects, ensuring smooth implementation by managing detailed project timelines and coordinating with software and telematics implementation teams and project managers.
- Analyzed client needs to customize software solutions for Student Transportation operations.
- Developed training plan, coordinate times and perform training sessions for clients online and in person
- showed staff how the products can be used to improve efficiencies, student scanning and safety
- Supported clients during go-live phases, ensuring smooth transitions to new systems.
- Prepared videos, documentation and user guides for system usage and troubleshooting.
- Collaborated with cross-functional teams to streamline implementation processes.
- Presented product update overview to multiple teams so they understood what features were coming in software updates for multiple products
- presented sessions at multiple user summits in Canada and the United States
Senior Software Support Specialist
Tyler Technologies
Latham, NY
02.2017 - 10.2022
- Considered for Freshman of the Year Award 2017
- Primary support contact person for British Columbia consortium consisting of 20+ school districts in British Columbia
- Created documentation for staff and clients on Student transportation product usage and best practices
- Documented user issues and solutions for knowledge base improvement.
- Trained users on software features and best practices effectively.
- Responsibly communicate to all parties issue resolution timelines to exceed and manage client expectations
Customer Service Lead
SchoolLogic
01.2011 - 01.2016
- Coached and help developed team members and resolve dysfunctional behavior
- Developed and implemented New employee training programs
- incorporated self-development projects for staff personnel while also improving processes for both staff and customer satisfaction
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Worked collaboratively with Development and Services to help offer product direction and technology enhancements to company's software products
HelpDesk Manager
01.2008 - 01.2011
- Contributed to business process engineering that supported improvement in client satisfaction scores from 70% - 90% and improved client referancceability
- Held Strategic and operating responsibility for software support desk with 5-9 employees, including remote employees
- Oversaw daily help desk operations and staff assignments for effective service delivery
- Managed ticketing system to prioritize and resolve technical support requests efficiently
HelpDesk Analyst
01.2005 - 01.2008
- Researched, diagnosed, troubleshot and identified solutions for customer issues
- provide inbound phone, web or email support to resolve client inquiries and problems which may include analyzing data reports, forms and web technologies
- Responsibly communicated to all parties involved the resolution for issues not completed during initial contact
- Document all client contact in CRM software for visibility and to provide information for the knowledge-base
- Selected as primary analyst to support SIRS 4 product shortly after the initial rollout
Education
Bachelor of Education -
University of Alberta
01-2000
Skills
- Project Leadership
- Creative problem solving
- Client training
- Employee training
- Technical documentation writing
- Data analysis
- Microsof Dynamics Experience
- SQL Database/VFP Database Knowledge
- MS Office Proficiency
- Customer Service
- Public Speaking
- Data Entry and Maintenance
- Call Documentation
Accomplishments
- Board Chair for Non-Profit Daycare Center
- Led board of 8 volunteer parents in management of 40 child day-care center
- Chaired board meetings discussing facility policies, finances, programming
- Joined board during negotiations for Daycare move and worked with ECSB to facilitate the move
- Member of General Faculty Council at University of Alberta representing faculty of Education
- Coach youth sports for kids aged 5-18 including soccer, T-Ball, volleyball, wrestling including elite levels- coach for Gold Medal winning wrestling team at Alberta Winter Games (2000)
References
REFERENCES
Available upon request.
Timeline
Implementation Consultant
Tyler Technologies
10.2022 - 02.2026
Senior Software Support Specialist
Tyler Technologies
02.2017 - 10.2022
Customer Service Lead
SchoolLogic
01.2011 - 01.2016
HelpDesk Manager
01.2008 - 01.2011
HelpDesk Analyst
01.2005 - 01.2008
Bachelor of Education -
University of Alberta