Michael Magnus|Bsc.|ITIL| Azure

• Led technical discussions with stakeholders to understand business needs and provided tailored solutions, aligning with Parkland County's emphasis on stakeholder engagement and solution delivery.
• Manage and renewed client contracts, ensuring continuous service delivery and alignment with business objectives, similar to Parkland County's goal for consistent high-quality service delivery.
• Conduct product demonstrations and technical presentations, translating complex technical features into tangible business benefits, mirroring the requirement to support and optimize business processes at Parkland County.
• Pursue professional development through certifications, staying abreast of industry trends and technologies, reflecting the role's need for continuous learning and adaptation.
• Conduct market research to identify potential opportunities for new product development.
• Draft functional specifications documents outlining project scope, objectives and deliverables.
• Create detailed process flows and user stories to document system requirements and design solutions.
• Conduct interviews with subject matter experts to gather information on existing systems and procedures.
• Identify gaps between current state and desired future state operations.
• Prepare documentation summarizing findings from stakeholder meetings and workshops.
• Design test plans, scenarios, scripts, cases, and results matrices to validate system functionality.

• Collaborated with sales and technical teams to design and propose solutions that meet customer requirements, demonstrating the ability to work cross-functionally as required by Parkland County.
• Prepared and presented technical proposals, demonstrating proficiency in communication and detailed technical analysis, key competencies for the Business/Technical Analyst role.

Technical Support Engineer
February 2018 – December 2019

• Provided end-to-end technical support, ensuring system reliability and performance, showcasing the problem-solving skills and technical proficiency needed for application support at Parkland County.
• Conducted diagnostics and troubleshooting, highlighting the analytical and detail-oriented approach essential for optimizing applications and business processes in the County's Information Services department.
• Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
• Evaluated business processes for improvement opportunities through automation or streamlining.
• Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
• Collaborated with stakeholders to define features, integrations and partnerships.
• Delivered timely support by tracking issues and communicating resolutions to end users.

• Organized meetings between stakeholders to discuss project details and timelines.
• Assisted in developing new methods for data collection and analysis techniques.
• Developed and implemented customized strategies to meet client needs.
• Conducted research and analysis of market trends, customer behaviors, and competitive landscape.
• Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
• Collaborated with clients to develop action plans to address specific challenges and objectives.
• Developed and presented business plans for clients to assist in the decision-making process.
• Conducted surveys of customer satisfaction to identify areas of improvement.
• Reviewed corporate policies for compliance with applicable laws and regulations.
• Assessed current systems for effectiveness in meeting organizational goals.