Carla Walker

Carla Walker

Summary

Experience in software implementation including stakeholder engagement, requirements gathering, solution proposal, full product implementation, testing, training delivery and user support.

Experience in creating training and support manuals, guides and knowledgebase articles.

Experience leading and participating in client meetings, workshops, user group meetings, onsite (local and international) and online training sessions.

Experience in client services support including managing and mentoring support team and staff.

Experience working in deadline driven, team environments.

Work History

Work History
2009 - Present

Consultant

Aspyrre Consulting

Key Projects:

  • assisted in the implementation of an employee reference process which allows employers to run local and international employment, police and other reference checks of potential employees
  • assisted in the implementation of a whistleblower process that allowed contact centre staff to view complaint questions based on complaint type and client

Consultant 

  • Assisting with the implementation of web-based software
  • Acting as technical and product usability resource
  • Researching, analyzing and testing solutions for client requests
  • Creating technical documents and guides for software features and implemented processes
2005 - 2009

Implementations, Grants and Funding

SmartSimple Software Inc

SmartSimple is a web-based business platform that is configurable to several markets such as medical case management, grants and funding management and property management. www.smartsimple.com, www.smartsimple.org

Key Contributions:

  • Recommended and started the company wiki as a knowledgebase solution to provide articles for users and staff. The tool is now the primary source document for all system functionality (www.smartsimple.org)
  • Implemented the company support incident tracking tool for all client requests including tracking request details, status and outcome.
  • Implemented the company change tracking tool to track system changes and new software functionality
  • Implemented the company implementation tracking tool to track projects, their components and status

Key Projects:

  • Implemented the funding process for a large ($200M) Toronto-based non-profit agency which moved their business process from a paper-based process to an online process
  • Implemented the granting process of a centre of excellence at a Ottawa-based hospital to allow grantees to apply online and to allow reviewers to review the grants online.
  • Implemented the recruitment tracking process for a Toronto-based hospital to allow applicants to apply online and allow recruiters to manage job postings for union/non-union jobs.
  • Several implementations of applicant tracking solutions for clients such as an accounting firm, and a marketing firm.

Practice Manager, Grants and Funding                                                            Oct. '07 - Oct. '09

  • Overall leadership of granting system implementations including managing assigned resources, working with various departments and working with virtual teams.
  • Meeting with clients (local and international) to assess business requirements and developing an implementation solution
  • Leading the full implementation through to final delivery
  • Acting as an escalation point for technical and product usability consultation
  • Participating in product development meetings and discussions
  • Leading and participating in user group meetings and workshops

Manager, Client Services                                                                                  Sep. '06 - Oct. '07

  • Software implementation (requirements gathering, implementation, testing, training)
  • Managing and mentor support team and junior staff
  • Acting as an escalation point for technical and product usability issues
  • Delivering the scheduled monthly system administrator training courses
  • Creating technical documents and guides for software features
  • Pre-sales support client demos and prototypes
  • Participating in product development meetings and discussions

Implementation and Support Specialist                                                            Jun. '05 - Sep. '06

  • Software implementation (requirements gathering, implementation, testing, training)
  • Assisting customers with technical and product usability issues via the telephone and email.
  • Delivering the scheduled monthly system administrator training courses
  • Creating technical documents and guides for software features
  • Pre-sales support client demos and prototypes
  • Participating in product development meetings and discussions