Experience

Sustainable Waterloo Region

• Canada
• Environmental Services
• 1 - 100 Employee

• Information Technology Manager

  • May 2020 - Present



Dux-City

• Guelph

• Technical Business Analyst

  • Oct 2019 - May 2020

  Manage customer accounts, manage social media content and provide technical support to client base, Website SEO Tags, health check and business strategy. Manage customer accounts, manage social media content and provide technical support to client base, Website SEO Tags, health check and business strategy.



TES The Employment Solution

• Canada
• Human Resources Services
• 200 - 300 Employee

• Senior Engineer

  • Nov 2018 - Feb 2019

  RBC onsite technician Set- up and validate customer laptops with new domain credentials, peripherals and application software. RBC onsite technician Set- up and validate customer laptops with new domain credentials, peripherals and application software.



Nuance Communications

• United States
• Software Development
• 700 & Above Employee

• Technical Support Manager

  • 2013 - 2018

  • Ensured 60 minute response time to service calls by communicating effectively interdepartmentally and externally with customers and vendors, with a response to common inquiries, complaints, and requests• Enhanced efficiency by 93% through collaboration with other departments to refine processes and lead changed management efforts, implementing required changes in processes and documentation to meet expanding departmental expectations• Identified training-related business needs; recommended and developed effective solutions• Utilized strong background in computers, networks, and windows applications• Demonstrated excellent organization, prioritizing, and multitasking skills Use of Time: 70% Technician Management and Mentoring, 30% Escalation/Stakeholder Management Show less

• Call Centre Technical Team Lead

  • 2011 - 2013

  • Designed and deployed training: conducted performance evaluation and recruitments, including interviewing and on-boarding; created schedules and addressed employee conflicts• Mentored technical support team• Provided group session knowledge transfers with teams and/or 1 on 1 basis• Handled ticket review, analysis and coaching• Escalated hot incidents to the appropriate team for resolution• Managed conference calls with higher management and customers Use of Time: 60% Call Resolution Management, 40% Supporting and Management of Technicians Show less



Equitrac

• United States
• Software Development
• 1 - 100 Employee

• Enterprise Installation Engineer/ Product support

  • 2008 - 2011

  Product Support Specialist & Installation Engineer, Equitrac, ULC Enterprise print project management and technical support. • Project Management: Gathered requirements from clients to determine needs. Designed comprehensive print software solutions, installed and tested for stability via remote session. Worked with multilevel departments and co-ordinated conference calls to discuss the software solution delivery from initial offering to completion. • Systems Administration: Researched systems and software needs and interactions, to pair the best software with an appropriate system to support it. Provided Print Software support as and when necessary during initial testing and roll out. • Technical Support: Provided technical support to east and west coast customer’s supporting Equitrac Office and Express software platforms, hardware and MFP support for Ricoh, Konica Minolta, Sharp and Xerox MFP Platforms. Interacting through live call, tickets and remote tools. Replicating and testing scenario’s escalating software bugs when required. Use of Time: 50% Technical Support, 50% Design and Implementation Show less