Summary
Overview
Work History
Education
Skills
Websites
Languages
Software
Timeline
Generic

Nigel Raymond

Montreal

Summary

Implementation Consultant with 5+ years of experience delivering enterprise SaaS implementations and onboarding for large U.S. organizations, including parks and recreation agencies. Skilled in requirements gathering, workflow optimization, UAT, and data migration, with proven success managing projects in fully remote environments for 6+ years. Adept at building client relationships, driving adoption, and aligning solutions with business objectives.

Overview

12
12
years of professional experience

Work History

Implementation Consultant

01.2021 - Current
  • Conduct remote training for 150+ users, achieving 95% satisfaction.
  • Manage data migration with zero downtime, ensuring seamless transitions.
  • Collaborate with teams to resolve issues, cutting escalations by 40%.
  • Implemented tailored SaaS solutions, enhancing client operational efficiency and driving measurable improvements in user adoption rates.
  • Conducted in-depth analysis of client needs, ensuring precise alignment of software capabilities with strategic business goals.
  • Designed and delivered interactive virtual training, elevating user engagement and achieving a notable increase in competency post-launch.
  • REMOTE

Premier Support Specialist, Sherweb

Microsoft
03.2020 - 01.2021
  • Resolved complex Microsoft 365 issues for enterprise clients, ensuring 98% satisfaction.
  • Managed escalated cases for enterprise clients, minimizing downtime and boosting reliability.
  • Authored knowledge base articles, reducing repeat escalations significantly.
  • Resolved intricate technical issues for enterprise clients, enhancing system stability and achieving high customer satisfaction ratings.
  • Conducted in-depth system analyses to identify recurring problems, leading to targeted solutions and a significant reduction in future incidents.
  • REMOTE

Deployment Specialist

Jogogo
03.2019 - 10.2019
  • Led SaaS implementations, reducing onboarding time by 25% and boosting adoption by 30%
  • Collaborated with teams to cut escalations by 40%, resolving technical and operational issues.
  • Spearheaded the onboarding process for new clients, achieving measurable improvements in user familiarity and satisfaction.
  • Implemented a feedback loop system to gather user insights, driving enhancements that led to noticeable gains in product usability.
  • Maintained comprehensive documentation of deployment processes, ensuring clarity and adherence to best practices for future implementations.

Senior Microsoft Intune Technician

Sherweb
10.2018 - 03.2019
  • Guided team to adopt scalable Intune processes, enhancing support capabilities
  • Built client trust by delivering consistent, high-quality technical support.
  • Implemented streamlined troubleshooting protocols, significantly reducing resolution times and enhancing client satisfaction.
  • Developed comprehensive training materials for new team members, fostering a knowledgeable workforce and improving service delivery.
  • Actively mentored junior technicians, cultivating their skills and boosting team morale, which contributed to a supportive work culture.

Microsoft O365 Analyst

Sherweb
07.2017 - 10.2018
  • Enhanced agent onboarding for 75+ Office 365 agents with structured training.
  • Enhanced ticket resolution efficiency by refining processes, leading to noticeable gains in customer satisfaction and operational productivity.
  • Conducted root cause analysis on recurring technical issues, driving targeted solutions that improved service reliability and reduced support costs.
  • Mentored new analysts in troubleshooting techniques, promoting a collaborative environment and accelerating their ramp-up time.
  • Streamlined support processes, achieving measurable improvements in response times and enhancing overall customer satisfaction.

Ecommerce Support Specialist

Lightspeed
10.2013 - 12.2015
  • Independently resolved over 90% of 40+ daily support requests, leading resolution metrics.
  • Built a knowledge base for recurring technical issues, still actively used.
  • Provided expert support for Lightspeed Onsite, retail, and eCommerce platforms.
  • Streamlined support processes, achieving substantial improvements in response times and enhancing overall customer satisfaction.
  • Analyzed support trends to identify recurring issues, leading to targeted training initiatives that reduced support requests significantly.

Education

A.E.C - Information Technology

Champlain college Saint-Lambert
01.2013

Skills

  • Solution design
  • Requirements gathering
  • Configuration management
  • ERP implementation
  • Software implementation
  • User acceptance testing

Languages

French
Native or Bilingual
English
Native or Bilingual

Software

Confluence

Slack

Rocketlane

Microsoft Office 365

Jira

SharePoint

Timeline

Implementation Consultant

01.2021 - Current

Premier Support Specialist, Sherweb

Microsoft
03.2020 - 01.2021

Deployment Specialist

Jogogo
03.2019 - 10.2019

Senior Microsoft Intune Technician

Sherweb
10.2018 - 03.2019

Microsoft O365 Analyst

Sherweb
07.2017 - 10.2018

Ecommerce Support Specialist

Lightspeed
10.2013 - 12.2015

A.E.C - Information Technology

Champlain college Saint-Lambert

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Nigel Raymond