Technical Support Manager / Business Intelligence Analyst
Resume:
Peter Armstrong
Technical Support Manager / Business Intelligence Analyst
Kitchener Ontario N2G 2T3
*******@*******.***
PROFESSIONAL SUMMARY
A Technical Support Manager with extensive experience in Business Intelligence (BI) and over 10 years in Software Technical Management. Ideal for positions where he can use his influence to make a positive contribution to the success of his direct reports, an effective and high performing business unit and ultimately to the long-term success of the company.
He enjoys playing a roll where he can bridge the gap between technical language and processes on one hand and business or customer requirements on the other.
Most recently identified a need and created a position as a BI Analyst to support the Technical Support department. This allowed him to provide management and employees with relevant data including Key Performance Indicators (KPIs). This was critical for aligning company objectives with measurable results. This position also allowed him to find opportunities where BI could successfully be used for business process redesign and automation of key regulatory reports.
PROFESSIONAL EXPERIENCE 2000-2011
Agfa Healthcare Waterloo, Ontario 2009-2011
Agfa HealthCare is a leading medical imaging and information management company.
Business Intelligence Analyst January 2011 to November 2011
• Created global, regional, and team performance metrics
• Redesigned and automated manual business processes for regulatory requirements
• Used metrics to create trending and predictive analysis by product defect coding
• Provided Global Support KPIs to management
• Used existing infrastructure at no additional cost to company to deliver individualized and managerial daily, weekly and monthly case reports with individualized (report bursting) and key metrics to support department team objectives
Team Lead Global Support Network September 2009 to December 2010
• Led team of highly skilled Oracle DBA and application technicians supporting PACS (Picture Archiving and Communication Systems) Products
• Coordinated escalation with Development Department Leader for critical product hot fixes or service pack implementations
• Managed on-call rotation
• Coordinated escalation support for critical support needs
• Assigned expert resources to global customer sites as required both technically and as key support to sales initiatives
McKesson Providers Technologies Richmond B.C. 2008 - 2009 McKesson Corporation: a leader in the health care industry for more than 175 years providing PACS Software solutions to Mission critical hospital environments.
Technical Support Manager PACS Support - (Zone Manager)
• Managed a team of PACS RSAs (Remote Systems Administrators) and TAMS (Technical Account Managers)
• Providing mission critical, high availability support to PACS administrators and radiologists in major US hospitals
• Fostered a culture of constant improvement
• Recognized as a KLAS leader with attention and focus on customer satisfaction
PROFESSIONAL EXPERIENCE 2000-2011 (con't)
Business Objects (SAP) / Crystal Decisions / Seagate Software 2000-2008
(Continuous employment through mergers and purchases over 8 years in the same office with internal promotions)
Business Objects an SAP company Vancouver B.C.
Upon acquisition of Crystal Decisions Business Objects became the world's leading BI software company featuring Crystal Reports and Crystal Enterprise.
Partner Support Team Manager 2007-2008
• Managing team dedicated to partners /resellers (OEM)
• Managed customer relations with key partners around technical barriers to success
• Worked with newly formed offshoring teams integrating a global team environment
• Created consistent metrics across local and remote resources
Crystal Decisions Vancouver B.C.
A company known for its Business Intelligence products and enterprise reporting.
Critical Accounts Escalation Manager 2005-2006
• Managed relationships for significant revenue at risk accounts to secure customer loyalty
• Liaised between the customer and support and development to determine business and technical requirements
• Brought in to restore and manage customer relations in failing implementations and for issues with new product integrations
• Worked to coordinate company response across departments
• Removed technical barriers to illuminate new revenue opportunities
Technical Support Elite Team Leader 2001-2004
• Maintained and improved customer loyalty and retention
• Provided feedback for improvement and acted as advocate for product changes to better serve specific site needs
• Led team of dedicated senior technicians supporting Fortune 500 companies
• Coordinated on-call response
• Involved in hiring and selection for technical positions
Seagate Software Information Management Group Vancouver B.C
An international software corporation - subsidiary of Seagate Technology. It was formed by the acquisition of Holistic Systems (of Holos) and Crystal Services (of Crystal Reports).
Technical Support Team Leader 2000-2001
Seagate Info Team / Holos Team / Delivery Team
• Managed mixed team of technicians and SDK developers supporting Holos and Seagate Info product
• Acted as escalation point for critical issues
• Promoted internally to key account support as organization grew and evolved
Report Design Technician 2000
• Provided front line Technical Support for Crystal Reports design and connectivity
• Created Knowledge-Base articles for internal and external consumption
• Recognized as a leader and promoted to management in less than 6 months
EDUCATION
Capilano University 1999
Business Administration Diploma
Computer Specialist Program
University of British Columbia 1991
3rd and 4th Year Sociology Studies
University of Guelph 1989
Bachelor of Arts Degree
Sociology and Anthropology Department
Soft Skills Training
Mediation Level 1 2007
Conflict on the Front Line 2006
Asserting Yourself in Conflict Situations 2006
Dynamics of Power 2006
Shifting from Positions to Interests 2005
Dealing with Anger 2005
Negotiations Level 1 2005
Dealing with Interpersonal Conflict 2004
On The Job Training
Advanced Training Crystal Reports 2011
Performance Leadership Training 2002
Developing Self & Others Workshop 2002
Time Management Workshop – Franklin Covey 2001
Edward de Bono’s Six Hats Thinking 2001
Create Technical Product Specialist Certified 2000
Core Skills for Building Commitment and Coaching: Developing High Performance 2000
Coaching Training
National Certified Coaching Program Certified 2004
National Certified Coaching Program Practicum 2003
National Certified Coaching Program Level 1 Theory 2002
REFERENCES
Available upon Request
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