Serge-Antoine Naïm

Team: Dynamics 365 Product Team - Customer Contact Center and CRM Solutions Responsibilities: • Take on the role of the lead Dynamics 365 CRM developer in support of solution and enterprise architects. • Collaborate with the product team on demonstrating best practices and discussing technical concepts critical to the merger between La Capitale and SSQ. • Work with internal sales and marketing business teams on adding value to their existing Dynamics CRM implementations through support, improvements and new features (B2B and B2C business lines across multiple CRM instances with the merger). • Assist scrum master and product owners in estimating story points and providing useful business and technical insights (Agile methodology). • Share or occasionally assign tasks to other team members and act as a point of reference during development of features. • Propose and demonstrate prototypes or solutions ideal for preparing and executing migration and development projects towards the new vision of our merged CRM platforms with respect to strategic business objectives, all in context of a very complex and highly-coupled software ecosystem. • Adapt communications and workshops based on stakeholder types. • Extend platform capabilities with custom development (C# / JavaScript). • Apply appropriate soft skills and leadership capabilities to ensure minimum business value is met and / or created in every development sprint (customer engagement and training).

Responsibilities: • Work with various customers on implementing Dynamics 365 CRM. • Coordinate and lead all projects, from requirements elicitation to testing and deployment of solutions. • Provide best-fit solutions for customers by defining architecture and scope corresponding to their business reality (standalone, integration with ERP system, etc.) • Support customers with ongoing improvements, new features or additional initiatives. • Adapt communications and workshops based on stakeholder type. • Extend platform capabilities with custom development (C# / JavaScript) • Participate in various Microsoft Business Solutions events and network with other consultants to discuss and learn about Dynamics 365 latest trends and best practices. • Collaborate with internal teams on larger projects (developers, directors, consultants).

Team: Genetec Information Systems - Business Operations Maintenance Responsibilities: • Serve as the team's main point of contact for all of our business users. • Lead projects involving the revamp of legacy internal business tools as well as the introduction of a solid testing automation framework. • Collaborate and synchronize with the Senior Software Developer Lead on software development project directives, objectives and timelines. • Manage team employee evaluations, interviews and time sheets. • Help and coach team members on our tools and business processes, as well as support them in achieving their professional and personal goals. • Promote efficient teamwork by defining clear roles and a transparent team road map. • Encourage a proactive approach when resolving technical problems by exposing the team to business users pain points and repetitively raised software issues. • Compile team KPIs for tasks such as projects, change requests and bugs. • Assist and orient the team on discussions pertaining to business processes and optimal solution design.

Team: Genetec Information Systems Responsibilities: • Develop and maintain effective customer and user relationships. • Develop business process requirements documents as well as design documents using various modeling techniques (BPMN, Sequence Diagrams, Domain Models). • Evaluate and leverage potential software solutions to meet business requirements. • Validate business processes with business users and additional stakeholders involved in RACI categorization. • Contribute to project management activities. • Troubleshoot and resolve support requests by responding to business users. • Follow up and train business users to ensure that new features or software defects are respectively understood or resolved. • Contribute to the Genetec Information Systems knowledge base, the development of the software delivery framework (SDLC) and project management activities using Kanban methodologies.

Team: Genetec Information Systems Responsibilities: • Design and develop an Employee Management tool to allow HR to update employee hierarchy prior to evaluations. • Develop and maintain an enterprise WCF service application used by various internal clients. • Assist our IVR vendors with the integration of automated validations against internal customer data. • Design a prototype for the foundation of an automated testing framework by leveraging Selenium and Specflow (Cucumber for .NET). • Develop custom Dynamics CRM plugins for added business automation. • Develop and maintain existing features on our web portals and tools. • Migrate the team's legacy work item tracking tool to Microsoft TFS by defining an agile work process flow suitable for our team and creating custom work item types for easier developer and tester collaboration. • Leverage and introduce Microsoft Test Manager as a main black-box test script repository for our Testing team. • Configure and maintain tools used for software continuous integration. • Train new colleagues on our applications and development environments.