Experience

Think Communications Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Tier II Technician

  • Oct 2023 - Present

  Diagnoses, assesses, circumvents and finds remedies for routine, moderate, and complex Level I service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of information technology products and services. Uses discretion to resolve various problems and inquiries. Diagnoses, assesses, circumvents and finds remedies for routine, moderate, and complex Level I service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of information technology products and services. Uses discretion to resolve various problems and inquiries.



Live Virtual Help Desk

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Analyst

  • Jun 2016 - Oct 2023

  Primary interface for customers to effect real time problem analysis and resolutions. Work directly with customers to provide services and help resolve computing problems. Focused on the timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns. Collect detailed information to categorize request in order to determine method of resolution. Analysis of technical problems in order to attempt hardware/software solution by phone, or decide proper level of maintenance required to solve problem. Perform Level 1 system administration functions. Show less



BCIT

• Belgium
• IT Services and IT Consulting
• 1 - 100 Employee

• Network Administrator Technician Program

  • Jan 2016 - Jun 2016

  Recipient of Network Administrator Associate Certificate. Recipient of Letters of Merit for CCNA Routing and Switching, A+ Hardware, and Windows Server Administration Fundamentals. Recipient of Network Administrator Associate Certificate. Recipient of Letters of Merit for CCNA Routing and Switching, A+ Hardware, and Windows Server Administration Fundamentals.



Sabbatical

• Business Consulting and Services
• 1 - 100 Employee

• World's Greatest Dad

  • Jan 2015 - Jan 2016

  Took a break to spend some time at home with my son, Hank. Took a break to spend some time at home with my son, Hank.



iData Research

• Canada
• Market Research
• 1 - 100 Employee

• Quality Assurance Manager

  • Feb 2010 - Jan 2015

  Hired as a Research Analyst. Promoted to Cardiology Team Manager. Transitioned into the creation of the first company-wide Quality Assurance department. PRIMARY ROLE: QUALITY ASSURANCE MANAGER Developed new standard operating procedures to improve global research performance, report creation, and report publishing processes. Created documentation, workflows, and tracking systems to organize multiple project assets, including interviews, financial documents, press releases, and procedure databases. SECONDARY ROLE: IT SUPPORT Worked with technical support companies for issues dealing with network and storage expansion, new accounts, and network connectivity to ensure less downtime for the company. Implemented the move from analog interview recording and storage to digital recording and storage including server installation and fault-tolerance backups. During my tenure at iData Research, I wrote over 20 medical device market reports and articles for industry publications, completed quality checks on nearly 100 medical device market reports written by analysts of varying skill, and attended a half a dozen industry-related conferences. Show less



CellFor Inc.

• Biotechnology Research
• 1 - 100 Employee

• Product Manager

  • Sep 2007 - Feb 2010

  PRIMARY ROLE: MEDIA DEPARTMENT MANAGER Accounted for all aspects of growth media preparation in a clean room setting including training of new employees. Creation of new germination and media standard operating procedures. SECONDARY ROLE: INVENTORY CONTROL Managed digital records for material inventory, sample analysis, employee scheduling, and the resulting reports for a 50 million seedling annual program. Responsible for preventative maintenance and daily IT concerns for department workstations and digital dispensing controllers. Show less



Ducks Unlimited Canada

• Canada
• Non-profit Organizations
• 200 - 300 Employee

• Habitat Manager

  • Jun 1997 - Sep 1998

  Management of +500 ponds in the Kitsim and Old Man Projects in Southern Alberta. Duties included sample testing, land owner relations, project planning, pond maintenance, pest control and disease management. Management of +500 ponds in the Kitsim and Old Man Projects in Southern Alberta. Duties included sample testing, land owner relations, project planning, pond maintenance, pest control and disease management.