Fiona MacDonald

Researching business systems to improve the business flow using latest applications. Working with all departments to figure out what they need help with and how I can implement a system that will make it all work better.

Manage and optimize business systems used by teams in Customer Support, Quality Assurance, and Software Development: Bugzilla, used for software issue tracking by Customer Support, QA, software developers, and managers; Movelt, providing secure data storage and transmission for both software delivery and for customers uploading data files for On Demand system processing; Heat, used by Customer Support to log and track customer issues; On Demand, a hosted service that processes and cleans up files.

Charged with creating and managing website content focused on customer support. Researched and implemented reconstruction of call center software to improve customer interaction and satisfaction, as well as service quality. Evaluated software for deficiencies and programmed enhancements to core modules. Debugged code for core modules and made necessary changes. Partnered with key domestic and international customers on high-visibility projects.

Collaborated with software development, sales, and service consultant teams to support international customers, deliver technical documentation, and provide phone, email, and on-site assistance. Investigated customer issues through in-depth investigations and development of solutions.

Provided support to UK clients. · Developed and enhance UK specific software rules and processes. · Provide technical support to Sales Development Managers on prospect meetings.