Experience

Fedica

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Help desk, Admin, HR "Wearer of Many Hats in a Startup Environment"

  • Jul 2019 - Present

  • Supporting AI analytics tool • SaaS and B2B solutions • People Management • Recruiting, interviewing • Ability to switch tracks on the fly in a fast paced startup environment • Help desk troubleshooting • Customer Support • Inbound Sales • Procurement • Implemented R.A.C.I task management • Quickbooks • Freshdesk • University Co-op liaison • Supporting AI analytics tool • SaaS and B2B solutions • People Management • Recruiting, interviewing • Ability to switch tracks on the fly in a fast paced startup environment • Help desk troubleshooting • Customer Support • Inbound Sales • Procurement • Implemented R.A.C.I task management • Quickbooks • Freshdesk • University Co-op liaison



Owner - The Fourth Trimester

• Business Owner

  • 2016 - Jan 2020

  • Built and execute digital marketing strategy, blogging original content, built website and advertising • Teaching courses: Baby Boot Camp (Basics of Newborn care), The Modern Grandparent and CBE (Child Birth Education) • Providing postpartum support and care to families • Hosting information and support groups to new and expecting parents • Managing financials, billing and expenses • Built and execute digital marketing strategy, blogging original content, built website and advertising • Teaching courses: Baby Boot Camp (Basics of Newborn care), The Modern Grandparent and CBE (Child Birth Education) • Providing postpartum support and care to families • Hosting information and support groups to new and expecting parents • Managing financials, billing and expenses



Wrigley Canada

• Help Desk Team Lead Canada

  • Jan 2007 - Nov 2008

  • IT Manager Canada; supporting the IT operations in Canada of the mobile sales team, head office, sales offices and factory. • Manage and support helpdesk team, dispatching techs to sites, streamline support procedures • Coordinate with Global IT(Chicago) for implementing practices and communications • Specifically hired to build a solid bridge of communication between corporate office employees and the IT department. Successfully accomplished this by building relationships with GM of Canadian Operations, Department heads and employees. • Managed RFP’s, negotiated telecom plans and next generation laptops for sales team (approx 100 employees) • Implemented roll out of laptops to local and remote sales force including seamless transfer of data with minimal downtime. Show less



Workbrain, Inc

• United States
• IT Services and IT Consulting

• Manager, Global IT

  • Jun 2003 - Jan 2007

  *Promoted 4 times from Help Desk, Team Lead, IT Manager and finally to Manager of Global IT due to work ethic, passion, commitment and inovation* Awarded Big Brain Award as Team Lead which had never been awarded to a IT staff in the past • Revamping, rebuilding IT department under ITIL best practices • Managing a team of 6-9 people, retraining/reallocating resources • Establishing processes and procedures • Created SOP’s (process documentation, procedures, FAQ’s for departmental and corporate wide) • Hiring, training, organizing team • Establishing, communicating SLA’s with the organization and consistently met and exceeded requirements • Increased IT involvement in all areas of the business • Increase customer satisfaction by setting expectations and improving communications • Planning and implementation of helpdesk ticket tracking and IT asset management system • Negations with hardware and software vendors • Annual Procurement budget for end user hardware requirements • Microsoft renewals, revised contracts from single user license to site license to maximize cost savings • Organized internal and external staff for corporate VOIP rollout and training to end users • Implemented introduction to IT training sessions for new hire boot camps • Created monthly IT corporate web-based newsletter with tips and tricks to end users Show less



IBM Canada

• Higher Education
• 1 - 100 Employee

• Technical Support/Gold ESS Support

  • Aug 2000 - May 2003

  • Provided Premier level call centre support for Large Enterprise Organizations • Technical troubleshooting of software and hardware • Applying knowledge of all Windows Operating systems • Listening and understanding clients’ issues when they call • Provide solutions to clients with a variety of technical abilities • Taking ownership of a clients’ issues and following the case through to a resolution • Answering user postings via web forum • Coaching new trainees while they answer calls and providing an immediate resource for procedural and technical questions Show less