Client Engagement Partner - Candescent (formerly NCR Voyix) - Remote, Ontario
(2025-01 - 2026-12)
- Managed a multimillion-dollar FinTech software delivery portfolio as single point of contact to over a dozen major financial institution clients, ensured flawless execution and technical alignment. Served as trusted advisor, worked with sales during discovery to structure mutually beneficial statements of work that grew account revenue and provided clear milestone completion criteria for the delivery team
- Provided best-in-class advocacy for cross-functional intelligent banking solutions across the client lifecycle. Managing a roadmap of installations to ensure that focus remained on the evolving top priority including major end of life product upgrades, minor defect fixes and urgent security vulnerability remediation
- Represented Professional Services solutions at tradeshow events and sales conferences as SME with a deep understanding of payments processing technology as well as a strong familiarity with the service offerings for clients at different levels of technical administration maturity. Options ranging from simple remote time & materials budgeting to full scale gold tier onsite, dedicated tiger teams
- Developed client relationships that supported over a decade of account retention and expansion, hosted QBR sessions and brought teams together virtually as well as travel to client sites for face-to-face business and social events
- Managed projects as lead project manager for flagship products at client sites where a team of managers covered multiple smaller concurrent projects.
Client Services Program Manager - NCR Voyix (formerly NCR) - Remote, Ontario
(2024-01 - 2025-12)
- Led teams of project managers and delivery consultants, requested necessary resources to ensure smooth, on-schedule launch of remote deposit capture applications such as ATM, Mobile device or Branch teller, through recognition with machine learning, fraud detection and a series of APIs to create secure transactions packaged and delivered through a gateway service for downstream processing and money movement
- Managed concurrent projects with complex architectures with multiple application owners each with unique requirements and priorities including migration and transformation of legacy systems to hosted SaaS on a blend of GCP and AWS
- Led pre-sales scoping exercises defining statements of work to channel incoming requests using AI reporting connecting Microsoft Teams meeting transcripts with Outlook, JIRA, Confluence, Salesforce and NetSuite to maximize efficiency
- Created contracts and templates using AI tools that supported pricing negotiations and presented new business opportunities
- Managed customer relationships using Salesforce and acted as client advocate to ensure smooth ingress of new requests and timely execution of commitments across North America, Australia and the United Kingdom.
- Managed budget and quarterly revenue forecast using NetSuite to maximize resource utilization time tracking and margin
- Participated in AI adoption committee to ensure the use of CoPilot and Slack prompts promoted efficiency and met the performance objectives of executive leadership to increase use of software tools
Professional Services Solution Delivery Manager - NCR - Remote, Ontario
(2022-01 - 2024-12)
- Planned end to end schedule, milestone task outline and resource coordination
- Led contract change request discussions to resolve acceptance criteria conflicts and drive milestone completion
- Developed project governance documentation, including actions, risk register and RACI matrix
- Managed escalation security and compliance findings with regular virtual and onsite war room and status meetings
- Published a business intelligence dashboard to keep executive stakeholders informed of KPIs
Professional Services Project Manager - NCR - Remote, Ontario
(2017-01 - 2022-12)
- Prepared project schedules and hosted regular customer status meetings, workshops and postmortem review sessions
- Ensured projects were completed on time, within budget, and met customer expectations with joint assessment documents
- Delivered documentation artifacts to ensure successful handover to lifecycle support
Professional Services Implementation Consultant - NCR - Hybrid, Waterloo, Ontario
(2013-01 - 2017-12)
- Installed enterprise Java and web-services software platforms
- Deployed IBM WebSphere and Kubernetes application servers running on Windows and Linux
- Installed database environments such as MS SQL, Oracle and PostgreSQL
- Configured remote deposit capture applications for Mobile phones, ATM network & Branch Teller workstations
- Created application configuration documentation describing customization delta from out of box product
- Provided technical training and demo sessions for specific product configurations and new features travelling to client sites
Global Repair Services Program Manager - BlackBerry - Waterloo, Ontario
(2010-01 - 2010-12)
- Hosted data gathering workshops and operated shadowing exercises with front line retail and call centre representatives to identify opportunities for improvement directly from the voice of the customer
Premier Support Program Manager - OpenText - Waterloo, Ontario
(2009-01 - 2009-12)
- Managed Livelink content management customer success projects for government agencies navigating security and compliance regulatory frameworks for military, agriculture and healthcare
