8/7/2019 Robert McFadden CV

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Robert McFadden Curriculum Vitae .

Robert McFadden .robert @ RobertsFolio.com 121 Avenue Laurier Ouest, Montréal, H2T 2N6 tel: 438 288 6569

Skills Overview • Con ten t Crea t ion : writing, media production, and editing• Knowledge Management : workflow, knowledge base, and web development• Co l l aborat ive In te rac t ions : team building, client support, and interpersonal rapport

° Strong client service orientation. ° Proven facility introducing new technologies and processes todiverse work contexts. ° Highly adaptive and very persistent. ° Excellent self-motivation and initiative.Examples available at http://RobertsFolio.com .

Professional Development

ZEN OF GOSSIPPersonal Mentor and Coach 2003 – presentAssist individuals with issues of motivation, relationship, change, and loss. Member of theInternational Coach Federation and the Quebec International Coach Federation.For more information, visit http://ZENofGOSSIP.com .

APTILONOperations Service Manager 2001 – 2003Principal Operations liaison managing e-marketing solutions for pharmaceutical, biotech andmedical device industries. Responsibilities included:

Standardization of development and implementation;Documentation of features and processes;Verification of content and functionality;Escalation point for all sections of Operations.

Resulted in a reduction of development time and failure rates by 60 to 95%.

For more on Aptilon, visit http://Aptilon.com .

SOFTIMAGE (AVID/MICROSOFT)Knowledge Management Lead: Web Development 1997 – 2001Member of corporate web development teams at Softimage and Avid. Lead for knowledgemanagement, asset sharing, and personalization in projects including:

XSI Net: an asset sharing resource integrating softimage.com within the SOFTIMAGE|XSIapplication. softimage.com: the first Softimage web site integrating personalized content managementwith combined internet, extranet, and intranet functionality. Served as template for Avid.com design. Web-based beta programme management, demo content development, and productdocumentation distribution.

Customer Service Asset Manager 1997 – 2001Designed and supported browser-based security and content creation tools. This resulted in:

Reduction in direct telephone support demand averaging 75%Simplified case workflow for support engineersSolution documentation integrated into the case closure processIncreased overall web site traffic by approximately 35%

8/7/2019 Robert McFadden CV

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Robert McFadden Curriculum Vitae .

Robert McFadden .robert @ RobertsFolio.com 121 Avenue Laurier Ouest, Montréal, H2T 2N6 tel: 438 288 6569

Support Hotline Lead 1996 – 1997Supervised the performance of a team of 12 technical support engineers. Optimized workpractices according to team skills, customer needs, and product development, producing:

12% rise in the customer satisfaction levels to 92%

Successful introduction of product support on Windows NT

Development of knowledge base for web support.

Technical Support Engineer 1995 – 1996Provided technical support for a variety of animation, post-production, and paint products. Inaddition, represented Customer Support on programme management teams, assisted SupportManager in developing hotline procedures, and provided customer training.

NATIONAL GALLERY OF CANADACuratorial Assistant (Video) 1981 – 1985Founded the media programme with the institution of a permanent video collection andexhibition space. Curated shows, recommended acquisitions, and produced catalogues.

SELF-EMPLOYEDMedia Artist 1981 – presentProduce interactive environments in digital and analogue media. Consultancies in artist-runproduction centres operations, curating, workshops, and funding.For more information, visit http://TravellinginCurves.com and http://robertsportfolios.com .

Education and Training

Personal and Professional Coaching Certif icate 2011Centre for Human Relations & Community Studies, Concordia University (Montreal)

Managing Microsoft People 1997Microsoft Corporate Campus (Redmond, U.S.A.)

Microsoft Executive & Management Development 1996Softimage (Montreal)

Effective Consult ing 1995Microsoft (Montreal)

Communication Skil ls 1995Softimage/Technical Support Solutions Inc (Montreal)

Film and Television Animation, F/X, and Post-Production 1993 – 1994 Centre NAD (Montreal)

Postgraduate Certif icate in Fine Art 1990 – 1991 The Slade, University College London (London, U.K.)

Bachelor of Arts in Photo-Cinema 1974 – 1978 University of Ottawa (Ottawa)