Sylvain Simard
Mercier,QC
Summary
With 27 years of experience in education, educational technology, business analysis, trainer development, and client success, I offer a wealth of expertise. My background includes a strong focus on product management and agility, with proficiency in BPMN 2.0 using Camunda and IIBA training. I specialize in curriculum design, business analysis, and process design. Additionally, I excel in using Top Team and Atlassian/Jira (Client/Cloud) for agile project management. My expertise spans various industries such as telecommunications, tax administration, human resource management, government budget administration, customer service management, and government water meter management. Alongside my professional skills, I possess qualities that contribute to my success - a team player who thrives in collaborative environments, self-motivated with a talent for quickly grasping new concepts, and meticulous attention to detail ensuring accuracy and precision. Furthermore, my sense of humor fosters a positive work atmosphere. Bilingual in French and English for effective communication with diverse individuals adapting to the different learning skills of all participants and clients.
Overview
31
31
years of professional experience
Work History
Support Director and Client Success
Sogema Technologies
12.2018 - Current
- Support the Project Manager and business analysts in resolving and documenting configuration issues
- Create acceptance tests
- Train the client in an Integrated Tax Administration System
- Support the client post-production implementation in a
Technological environment: Oracle 11g, Apex 5.0, Jasper Reports, Weblogic Console
Product Owner and Lead Business Analyst
Sogema Technologies
01.2017 - 01.2018
- Collect and document the functional needs to be migrated
- Create operational procedures for the new features to be migrated
- Create functional specifications
- Create acceptance tests
- Support user training for new features
- Supervise acceptance tests at the customer's premises
- Coordinate with the Project Manager and local authorities the switch to V3-Apex in production
- Validate and adapt the configuration of the post-switch system to V3 with the local manager
- Perform post-production support
Business Anlyst and Functional Analyst
Sogema Technologies
03.2012 - 12.2016
- Document during the start-up mission the procedures related to the management of water meters
- Document the functional details of an APP on IPAD to capture the configuration details of water meters at government customers
- Create the development tickets (jiras) of the APP and the post-capture data synchronization functionalities
- Train users on the App and test in the field the capture of the details of the meter installations at customers
- Create and execute the acceptance tests
- Put the App into production
- Collect and document the functional needs to be migrated
- Create operational procedures for the new features to be migrated
- Create functional specifications
- Create acceptance tests
- Support user training for new features
- Supervise acceptance tests at the customer's premises
- Coordinate with the Project Manager and local authorities the switch to V3-Apex in production
- Validate and adapt the configuration of the post-switch system to V3 with the local manager
- Perform post-production support
Businness Analyst, Lead Trainer and Designer
Sogema Technologies
12.2011 - 03.2012
- Collect and document the functional needs to be migrated
- Create operational procedures for the new features to be migrated
- Create functional specifications
- Create acceptance tests
- Support user training for new features
- Supervises acceptance tests at the customer's premises
Coordinate with the Project Manager and local authorities the switch to V3-Apex in production - Validate and adapt the configuration of the post-switch system to V3 with the local manager
- Perform post-production support
Technical Analyst
Utopia
01.2010 - 12.2011
- Analyze customer needs
- Plan, design, develop, modify and conduct training programs according to customer needs and in connection with Microsoft Office Enterprise Suite, including Visio and Sharepoint
- Provide technical support for cable, internet, IP telephone and cellular users customers
- Use SAP SGA and Remedy applications
- Use Lotus Notes 8.5 and Lotus Notes Script to create databases
- Analyze, identify and apply solutions to technical problems at the client satisfaction
- Plan the dispatch of technicians to customers
- Follow up with customers to assess service satisfaction
Lead Trainer, Supervisor and Client Retention
Shaw Direct
01.2003 - 01.2010
- Improvement of training programs and mentoring
- Analyze the needs of internal Stakeholders in terms of training and management of Customer Service employees
- Conduct training of employees (new and existing) on
the basic and advanced principles of customer service, technical service and customer retention - Develop, design and/or adapt training programs according to business rules
- Analyze business needs and develop training programs
Make the necessary modifications to all existing training material to maintain consistency in the curriculum - Create and implement a follow-up/monitoring program in the Montreal call center
- Manage training staff, coaching and disciplinary measures
- Supervise new employees in the call center
Lead Technical Support Analyst and Trainer
Bell, Xerox
01.1996 - 01.2003
- Provide technical support to Head Office, Warehouse employees and Installers
- Manage the Meridian telephone system including the Call Center System
- Manage the Montreal and Toronto computer park
- Provide training on Microsoft software and other ERP software such as Scancode and SAP to all employees
- Provide remote or on-site support
Lead Technical Trainer
Montreal Detention Center
01.1994 - 01.1996
- Analyze the training needs of inmates following Ministry of Education and create appropriate training programs
- Provide training to inmates in microcomputer software
- Develop, design and/or adapt training programs
- Create assessment tests to validate the curriculum training programs
Education
PMP Certification Training -
Simpli Learn
On-Line01-2019
Agile Scrum Master And Product Owner Certificate - Agile
Simpli Learn Online Certification Course
On-line01-2017
CBAP Certification Training -
Simpli Learn
On-Line01-2016
Certificate of Technical Studies - Management
Shaw University
Calgary, AB2009
Attestation - Team Management Basics
Shaw University
Calgary, AB2008
Certificat in Adult Education Technology -
Université De Montréal
Montreal, QC1989
Baccalauréat - Human Resources Management
Université De Montréal
Montreal, QC1988
Skills
- Camunda
- Top Team
- Agilité
- Atlassian/Jira
- Share X
- Active Presenter
- Office 365
- Microsoft Team/Sharepoint
- Apex
- Oracle Forms
- Client Success
- Training Facilitation and Design
- Coaching
Accomplishments
1. Implementation of a Task Management system for clients in Africa and Asia (Nigeria, Senegal, Mali, Timor-Lest) in order to improve performance and reduce risks.
2. Implementation of an online taxpayer registration system
3. Implementation of a tax self-declaration system for African clients (Mali, Senegal, Nigeria), Asian clients (Timor-Lest) and in the Caribbean (British Virgin Island, Antigua)
4. Implemented a retention program and process linked to Satelite clients.
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Support Director and Client Success
Sogema Technologies
12.2018 - Current
Product Owner and Lead Business Analyst
Sogema Technologies
01.2017 - 01.2018
Business Anlyst and Functional Analyst
Sogema Technologies
03.2012 - 12.2016
Businness Analyst, Lead Trainer and Designer
Sogema Technologies
12.2011 - 03.2012
Technical Analyst
Utopia
01.2010 - 12.2011
Lead Trainer, Supervisor and Client Retention
Shaw Direct
01.2003 - 01.2010
Lead Technical Support Analyst and Trainer
Bell, Xerox
01.1996 - 01.2003
Lead Technical Trainer
Montreal Detention Center
01.1994 - 01.1996
PMP Certification Training -
Simpli Learn
Agile Scrum Master And Product Owner Certificate - Agile
Simpli Learn Online Certification Course
CBAP Certification Training -
Simpli Learn
Certificate of Technical Studies - Management
Shaw University
Attestation - Team Management Basics
Shaw University
Certificat in Adult Education Technology -
Université De Montréal
Baccalauréat - Human Resources Management
Université De Montréal
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