Clinton Elvie, PMP

• Conducting assessments of client business requirements, skillfully aligning services with Telematics needs, optimizing project budgets for resource allocation, and determining technology requirements to deliver cutting-edge solutions. • Designing and executing project implementation schedules with careful attention to key milestones, ensuring project deliverables are adhering to timelines. • Coordinating and managing multiple vendors for seamless delivery of hardware and software components, fostering cohesive project execution. • Designing, executing, and managing client onsite hardware installations, ensuring accurate and specification-compliant deployment of Telematics systems. • Planning and executing software integration projects, harmonizing various Telematics solutions for seamless automation of business processes. • Tracking project metrics and facilitating quarterly business governance meetings, enabling transparent and data-driven communication among stakeholders and sponsors. • Identifying project risks, actively involving key stakeholders in risk management, and executing change orders as needed to adapt to evolving project requirements. • Overseeing a team of project coordinators, driving successful execution of smaller implementation projects, ensuring alignment with organizational goals and client expectations.

• Managed the full client onboarding and implementation lifecycle, including intake from Sales, solution design, configuration, training, and successful transition to the Account Management team. • Led internal Sales Handover meetings and external client kickoff calls to define project scope, timelines, milestones, stakeholder roles, and business objectives. • Conducted detailed technical discovery sessions to assess client ERP and CRM environments, operational workflows, and project goals. • Configured the Conexiom platform using logical scripting to map and automate client business documents for seamless integration into end-customer ERP systems. • Delivered tailored client training to drive user adoption, operational readiness, and long-term self-sufficiency. • Facilitated ongoing project review meetings to monitor progress, evaluate risks, and ensure alignment with business and technical requirements. • Provided continuous client support, coordinating with internal technical teams, project sponsors, and subject-matter experts to resolve issues and maintain project momentum.

• Served as the main point of contact for all assigned enterprise accounts. • Led and managed new customer onboarding and deployment projects, including coordinating training, installation, and software configuration. • Conducted periodic customer account audits to promote account health and growth potential. • Analyzed customer data, industry best practices, and made actionable recommendations to improve customers' fleet performance in areas such as safety, productivity, compliance, maintenance, and expandability. • Leveraged core business competitive strengths to sustain loyalty and profitability while promoting expansion. • Educated clients through proactive outreach to promote awareness of industry trends and innovative solutions. • Collaborated with clients to gain continuous feedback, improving the customer experience with onboarding services, product design, educational materials, and managed service offerings. • Responded to escalated customer grievances and performed retention efforts to ensure customer satisfaction and reduce the risk of churn. • Worked with clients to assess results of key metrics against predefined goals, producing Success Stories.

• Acting as a leader, trainer, and coach for a team of Technical Support Representatives. • Managing a team of technical support representatives to ensure customer service, response times and resolution times are met for all technical inquiries or issues. • Responding to escalated technical support issues and applying resolution strategies to provide superior customer service. • Developing processes, documentation, and knowledge-base articles as required to ensure support issues are resolved in a timely manner • Providing training and education to staff of new products and support methods for those products. • Coordinating and facilitating periodic evaluations of support team members, identifying areas of improvement and implementing strategies for improvement. • Documenting and communicating standard operating procedures for staff to ensure proper methods are being followed • Performing account management duties for enterprise clients. • Contributing to product improvement through facilitation with internal development team. • Participating in vendor relations to identify gaps and strategies for improvement of internal tools and customer products.

• Provided technical and administrative support for fleet management hardware/software solutions. • Performed troubleshooting analysis of installation, network connectivity, software and hardware related issues for GPS telematics devices, mobile tablets/phones, and fleet camera systems. • Performed database administration, data analysis, and product training to assist customers in maintaining commercial vehicle regulation compliance standards. • Utilized CRM and ITSM tools to record, monitor, update and resolve technical issues and requests. • Applied customer service skills to build ongoing relationships with customers and support their business needs. • Used advanced Excel functions to provide custom reporting for specific customer requests. • Facilitated large customer projects to meet specific technical needs. • Performed account management duties for enterprise clients by conducting weekly meetings, hosting webinar training sessions, conducting onsite training sessions, facilitating vendor solutions, and negotiating prices for products and services. • Successfully conducted proof of concept pilot project with a large prospective client to showcase product capabilities and provide custom solutions to client's specific business needs.

• Delivered technical and administrative support for a not for profit, youth led charity organization. • Maintained and optimized desktops (Windows & Apple), printers, IP phones and wireless networks. • Provided onsite technical support for the organization’s satellite offices. • Performed administrative duties and facilitated partnerships in support of outreach initiatives. • Supported development of media platforms and assisted in coordinating community events.

• Provided 1st level technical support for desktop/laptops, VDI, LAN/WAN, Video Conferencing Telecom and all end user software in a Windows environment. • Supported and utilized Windows 7/10, Cisco VOIP hardware, Active Directory, Powershell scripting and VMware VDI software. • Created and tracked all service related incidents and requests into Socan’s LANDesk ITSM software and ensured all assigned tickets met defined SLA’s. • Prepared and updated Service Delivery procedures and manuals. • Escalated software/hardware problems as necessary to higher tier Service Desk support. • Maintained accurate inventory records of hardware, software and peripherals. • Participated in new hardware/software testing and implementation. • Provided exceptional customer service for Socan employees through phone, email, desk visits and remote desktop support.

Agile project management is gaining momentum and increased importance every day. Organizations across all sectors, are facing continuous change, and Agile project management presents a way to manage projects and deliver value quickly when uncertainties exist.