Raymond Damphousse, Senior Software Consultant

Happy Customers

Happy Customers

(TEXT FROM SOUND BITE)

"Keep the customer happy. That’s what it all boils down to. If the customer’s happy they’re always going to come back looking for your help and they'll respect you for what you do."

Consultant's Role

Consultant's Role

(TEXT FROM SOUND BITE)

"As a consultant, I'm the one that goes to the customers, starting from sales to the actual installation of the product, and then the training and the setup.

"And then answer any questions as to how would the customer do a certain thing based on their current processes, or is there a way of changing the processes, or do we change a process, based on the software. So that's the role of a consultant."

Working Together

Working Together

Everything we do is done with the customers help. We do the installation, basic training and set-up of the system but we always want the customers’ input because they are the ones who will be using the system.

On the Road

On the Road

I travel about one week per month. We have approximately one hundred customers in Manitoba and thirty in Saskatchewan and Alberta.

When we have to service our clients outside of Manitoba, we try to make the trip worth our while and hit more than one customer if we can.

Where I Work

Where I Work

Encore Business Solutions is a reseller of Great Plains accounting system by Microsoft Business Solutions. Encore’s development team develops applications that tie into Microsoft Great Plains.

Its reseller team resells the application to the customer and does the installation, training and set-up and provides ongoing support for the product. In business since 1990, Encore is a Winnipeg based company with a branch office in Fargo, ND.

Consistency

Consistency

One of the keys to my job is finding the best way of getting information consistently and properly into and out of the system.

Once the customer’s happy that their processes are being handled properly and the information going in and coming out is correct, then we can look at cutting over to their live process.

Setting Priorities

Setting Priorities

It’s pretty easy to maintain a balance between work and family. My wife and I both work in the city so we're able to leave work behind when we head home to Ile des Chenes.

Since there's not a lot of overtime, after work is always family time. It’s just a matter of setting your priorities.

Dream Home

Dream Home

My wife and I are currently building our dream house just north of Ile des Chenes. It’s a two thousand square foot house on a two and a half acre lot. This is our first home. It’s going to be great.

On the Ice

On the Ice

I ref hockey in the winter and last year was a great year for me. I’ve worked for both the Manitoba Major Junior Hockey League and the Manitoba Junior Hockey League.

Last year I refereed in the Western Hockey League and even had the chance to ref four Moose games.

Desk Job

Desk Job

When I was in college, I thought I would get my Certified General Accountant designation, sit behind a desk and do the accounting for a company.

I’m really glad I changed directions because I'd have a hard time sitting at a desk all day. I'm more suited to being active on the job, with different things to do each day.

Four Seasons

Four Seasons

(TEXT FROM SOUND BITE)

"I thought of moving south where it’s summer all year round. But I think I’d just get bored of that. It’s nice to have the different seasons.

"I know people say we have two seasons: we’ve got winter and we’ve got construction. But no, we’ve got our four seasons; winter, spring, summer, fall, and every season brings a different joy to me."

Under Pressure

Under Pressure

There is more pressure on us when we’re working right in front of the customer. We have to be able to rise to the occasion and keep moving forward, whether we encounter a small glitch in the system or we’re struck by the absolute worst-case scenario.

How It Works

How It Works

For our bigger installations we may have three consultants and a project manager. The consultants deal with the users directly to make sure all the processes are being hammered out properly.

The project manager deals with the project manager from the customer's team. The two project managers keep the project in synch and make sure the "go live date" is attained.

Bilingual Advantage

Bilingual Advantage

(TRANSLATED FROM SOUND BITE)

"It's an advantage (to speak French) here in Manitoba, especially in Saint Boniface. If the client speaks only English it's different.

"But if the client has the option, the majority of them in French speaking businesses prefer getting their service in French."

Variety

Variety

Consulting is great. I deal with different customers, different processes and different industries every day. I love the variety. It’s the spice of life.

Call For Help

Call For Help

"I’ll get back to you" is not something we like to say. If we can get the answer right away, it’s reassuring to the customer.

We can bounce ideas off other people in the office or we can contact Microsoft Great Plains directly and get an answer there. Learning is part of the job but time is also an issue. It’s important to know when to call for help.

What’s the Problem?

What’s the Problem?

When my phone rings it means there’s something wrong. I spend a lot of the day asking questions and trying to get information out of the customer.

It's like when you go to a mechanic and say, “my car squeaks”. It’s their job to find out from you when it squeaks and where the squeak is coming from so they can diagnose the problem.

That’s what I do too. I pull information out of the customer so I can make a diagnosis.

My Hours

My Hours

In Winnipeg our work hours are from 8:30 am to 5:00 pm. Obviously if the customer wants to work later, we always do. When we’re servicing a customer outside of Winnipeg, the days can be much longer – sometimes up to eleven hours.

I’ve put in a sixty-five hour week. Our bosses know we work hard so they give us a little bit of slack. If it’s quiet and we leave half an hour early, it’s not a big deal.

Cleaning Up

Cleaning Up

(TEXT FROM SOUND BITE)

"Some people sell the software to a customer but might not have set it up properly. So when Encore comes in, and we can sit down and we can fix things, that’s probably one of the biggest things."

Cost Efficiency

Cost Efficiency

When a customer calls for support, we have no idea what their question’s going to be, so we really have to be able to think on our toes.

Solving their problem over the phone is the most cost efficient way of doing it though, so that’s what we try to do. If we can't solve it that way, then we go to their site to take care of it.

Keeping Track

Keeping Track

We have to keep track of each phone call and each on-site support visit. We have to document everything: who was the customer, what was their problem, how long did it take to fix the problem and what was the resolution.

All that information gets processed and the customer gets billed accordingly.

How I Got Started

How I Got Started

I have a two-year diploma in Business Administration with a major in accounting. When I graduated, one of my teachers was a reseller of ACCPAC and he asked if I would come and work for him.

Having a job right out of school was great and the consulting seemed to come to me naturally.

Accounting

Accounting

Accounting is important in any business because it’s what keeps track of revenue and expenses. A business can succeed or fail based on how the financial information is put into and pulled out of the system.

Knowing the basics of accounting has really helped me in this line of work. If I could have taken accounting in high school, I probably would have arrived in this type of position sooner.

Experience Counts

Experience Counts

(TEXT FROM SOUND BITE)

"We can do a little bit of everything. We can be at the project management level or we can be doing what the junior consultant is doing. Obviously with more experience, the customer gets more out of it.

"With four years experience, I know exactly what’s going to happen if you do this or if you don’t do this. When they can get that positive answer right away it’s reassuring."

On the Job

On the Job

In our line of work you don’t have to be a technical genius. You just need to be self motivated, a problem solver, know how to navigate through Windows, have a basic knowledge of computer systems, and a basic understanding of accounting.

The actual applications you can learn on the job. I had an amazing mentor when I started here. That really helps too.

Customer Interaction

Customer Interaction

Each customer has different needs and understands the technology at different levels. Being able to talk to them at a level they can understand is very helpful.

Relating to the customer is not just about how you talk to them, it can go as far as the way you present yourself, even what kind of clothes you wear.

You don’t want to show up in jeans if the customer is wearing a suit and tie.

Moving Up

Moving Up

I would certainly like to continue being a consultant. When we do implementations, we typically have a couple of phases.

The first phase involves setting up the general ledger, accounts payable and accounts receivable. The second phase involves taking the customers’ processes and tying them all together.

Right now I work mostly on the first phase. I’d like to get some experience working on Phase Two.

Future Growth

Future Growth

Obviously, Microsoft sells. It’s one of the most known trademarks in the world. People know it’s out there. In terms of the accounting software and future growth, the reason Microsoft bought Great Plains was so it could compete with Oracle and JD Edwards.

The most powerful thing about Great Plains is that it has hundreds of developers worldwide who have created applications that tie into it.

Keeping Doors Open

Keeping Doors Open

(TEXT FROM SOUND BITE)

"I’m not closing the doors on any opportunity that might come knocking. An education is very important; that’s what gives you the chance to take that next step in your career. Without that, you’re staying in a stagnant level. "

Upgrading Knowledge

Upgrading Knowledge

The courses I’ve taken since I’ve been out of school have been geared towards the Microsoft Great Plains application.

It’s hard enough to find time to stay on top of the changes being made to the application right now, but at some point I would like to go for a degree in Business Administration too.

I’ve even considered becoming a Certified Management Accountant.

Job Market Info

Job Market Info

The links below take you to federal and regional government information on employment, education, salary ranges and long range prospects for this career.

The official name for Raymond's occupation is "Information Systems Analysts and Consultants” and its *NOC code is 2171.

Job Futures

Manitoba Labour Market Information
(Select Manitoba, the Area in Manitoba, NOC code 2171, then click Search)

Human Resources Development Canada

*Each occupation has an official name and unique number called the ‘National Occupational Classification’ code or 'NOC'.

Education

Education

Useful High School Subjects*

- Math
- Physics
- Computer-related courses
- English

*Source: Job Futures.ca (NOC 216x)

Below are some links that will help you find resources about Information Systems Analysts and Consultants:

University of Manitoba
Computer Science
Information Technology Programs (Cont. Ed)

University of Winnipeg
Business Computing and Administrative Studies

Red River College
Full Time Day Programs
Then click on any of the following:
- Business Administration
- Computer Accounting Technician
Distance Education Programs
Click on Business & Administrative Studies

Winnipeg Technical College
Microcomputer Systems Technician

Collège Saint Boniface
Faculté d’administration des affaires
Informatiques

Brandon University
Business Administration
Computer Science

Assiniboine Community College - Brandon
Business Administration
Computer Systems Technology

Keewatin Community College - The Pas/Thompson
All Programs
Search on any of the following:
- Computer Programmer/Analyst, page 27
- Computer Systems Technology, page 28
- Computerized Business Applications, page 29
- Computer Technology, page 52
- Business Administration, page 22

Related Careers

Related Careers

Some related careers from Human Resources Development Canada web sites:

Software Engineers (NOC 2173)

Financial Auditors and Accountants (NOC 1111)

Professional Associations

Professional Associations

Information Technology Association of Canada - ITAC
- represents 1300 companies in the information and communications technology (ICT) industry in all sectors

Experts Exchange
- networking site for IT professionals

Information Systems Audit and Control Association - Winnipeg Chapter
- provides education and professional development for IS audit and control communities

Manitoba Innovation Network
- focuses on creating economic development through information technology

Smart Winnipeg
- works to create technically enabled communities

Canadian Information Processing Society
- for Information Technology professionals

Institute for Information Technology
- government institute that focuses on information technology research and development

Society for Canadian Women in Science and Technology
- support to women in science and technology

Wired Women
- offers support to women in technology