Microsoft 365 Solution Specialist

• Nov 2020 - Present

Deliver a variety of projects on the Microsoft 365 suite of cloud services. Duties include project management, configuration, implementation and training; gathering requirements, managing timelines and working with/supporting users, building and configuring solutions. Responsibilities: • Build solutions leveraging SharePoint Online, Teams, Power Automate, Stream, Forms, Yammer, Sway and PowerApps to optimize business processes. • Work closely with internal departments and clinics across Canada to create solutions that meet their needs while following best practices for security and efficiency. • Share knowledge and mentor peers on specific technologies. • Provide support to, and assist support technicians. Troubleshoot and manage resolution of operational problems on the SharePoint platform. • Proactively identify areas of improvement, develop thorough analysis and make recommendations. • Create efficient and logical web pages, sites and hubs. • Perform unit integration and systems tests. • Create and maintain technical documentation. • Maintain awareness of industry developments and evolving best practices. Show less

M365 Support Incident Coordinator

• Jul 2020 - Oct 2020

Working as Incident Coordinator within Sherweb’s M365 Support department. Responsible for handling and tracking incidents. Acting as queue manager, technical router and general liaison monitoring all necessary communication channels, and ensuring that communication with enterprise customers is adequate. • Ensure all technical incidents are identified, classified, prioritized, and resolved in order to meet contractual service level agreements with clients and partners. • Monitor and route identified technical incidents. • Take charge of crisis situations and ensure adequate communication and rapid resolution of incidents. • Analyze trends, identify recurring technical incidents, work with affected individuals to minimize incidents and take corrective actions. • Act as a point of contact for teams of experts supporting front-line specialists. • Perform other related duties as per role’s evolution and departmental needs. Show less

Office 365 Solution Specialist

• Aug 2019 - Jun 2020

Deliver a variety of projects on the Office 365 suite of cloud services. Duties include project management, training, configuration and implementation; gathering requirements, managing timelines and working with/supporting users, building and configuring the solutions. Responsibilities: • Build solutions leveraging SharePoint Online, Teams, Power Automate, Stream, Forms, Yammer, Sway and PowerApps to optimize business processes. • Work closely with internal departments and clinics across Canada to create solutions that meet their needs while following best practices for security and efficiency. • Share knowledge and mentor peers on specific technologies. • Provide support to, and assist support technicians. Troubleshoot and manage resolution of operational problems on the SharePoint platform. • Proactively identify areas of improvement, develop thorough analysis and make recommendations. • Create efficient and logical web pages, sites and hubs. • Perform unit integration and systems tests. • Create and maintain technical documentation. • Maintain awareness of industry developments and evolving best practices. Show less

Onboarding Manager - Microsoft FastTrack Center for Office 365

• Apr 2016 - Aug 2019

Working within Microsoft's North America FastTrack Center as an onboarding and relationship manager during customer engagements, to assist and guide them in the deployment and onboarding of Office 365 Enterprise, Government and Education. • Work remotely with a large portfolio of Canadian customers: large businesses, school boards, organizations, corporations, banks, municipalities, provincial and federal government departments and ministries. • Lead and manage the customer relationship throughout Microsoft's FastTrack process for technical deployment and user onboarding, to ensure a smooth transition from traditional on premises systems (or other cloud platforms) and help them achieve a quick Return on Investment with their purchased licenses. • Identify stakeholders, roles, sponsors, technical partners. Confirm deployment goals and target dates to offer appropriate assistance. Determine resources needed and coordinate with Microsoft engineers, account and sales teams, subject matter experts, data migration team, product groups, support groups, and consulting services. • Hold customer checkpoint meetings, technical sessions, and workshops through Skype for Business and Teams. Introduce Microsoft's user adoption planning methodology and online resources. Ensure customer confidentiality and help protect Personally Identifiable Information. • Adapt to customer's changing priorities and challenges. Follow their progress to identify blockers, risks, opportunities, and to provide accurate data quality to internal business and product groups. • Stay up to date with Office 365 products and services. Provide internal feedback, suggestions, and contribute to continually improve tools and processes to enhance the customer experience. Show less

IT Desktop Support Level 2

• Mar 2015 - Nov 2015

Worked within the bank’s technical group providing support to the corporate user base with software applications and computer equipment. Handle and resolve incident tickets and work-order requests within specified time frames. Install, replace, upgrade, and troubleshoot software and hardware according to user roles and lines of Business. Ensure compliance with the standards, procedures and policies in place. Document all interventions and solutions, keep inventory management system up to date. Collaborate with other specialized IT teams. Suggest improvements to optimize procedures and processes. Show less

Wireless Asset Coordinator (through Grouple Conseil OSI, now Alithya)

• Jun 2014 - Sep 2014

Worked within CN as a coordinator to fulfill corporate account requests for all mobile devices for employees in the field, and at head offices across Canada and the U.S. Work with major wireless carriers to coordinate all activities: service activations, equipment orders, shipping, phone number ports, suspensions, cancellations, returns, and credits. Perform mobility cost analysis, monthly reporting, investigate billing issues, manage and update hardware inventory stocks. Worked within CN as a coordinator to fulfill corporate account requests for all mobile devices for employees in the field, and at head offices across Canada and the U.S. Work with major wireless carriers to coordinate all activities: service activations, equipment orders, shipping, phone number ports, suspensions, cancellations, returns, and credits. Perform mobility cost analysis, monthly reporting, investigate billing issues, manage and update hardware inventory stocks.

Technical Support Analyst Level 2

• Jan 2014 - May 2014

Worked in a team providing remote functional and technical support for proprietary cash register software to premium brand retail stores in North America, northern Europe, and select locations in Asia. Connect remotely to troubleshoot systems, reset user logins, correct database discrepancies and corruptions. Document all interventions and solutions, and escalate equipment issues to the hardware team. Log and report possible bugs and defects to the software team. Worked in a team providing remote functional and technical support for proprietary cash register software to premium brand retail stores in North America, northern Europe, and select locations in Asia. Connect remotely to troubleshoot systems, reset user logins, correct database discrepancies and corruptions. Document all interventions and solutions, and escalate equipment issues to the hardware team. Log and report possible bugs and defects to the software team.

Mobile Support and Training Specialist (FRS)

• Mar 2013 - Dec 2013

Worked as a specialist trained and certified by Apple to support their mobile devices, computers, software, and services. Provide in-store assistance, technical support, troubleshooting, diagnostics, equipment repair, and warranty replacements. Lead customer training sessions on Apple software and hardware. Worked as a specialist trained and certified by Apple to support their mobile devices, computers, software, and services. Provide in-store assistance, technical support, troubleshooting, diagnostics, equipment repair, and warranty replacements. Lead customer training sessions on Apple software and hardware.

Support Services Coordinator

• Nov 2012 - Mar 2013

Worked as a coordinator for dispatching field service technicians and third-party contractors in the province of Quebec, who provided on-site technical support and maintenance of computer workstations, servers, and printers in the office branches of various banks and financial institutions (BMO, Nesbitt Burns, CIBC, Wood Gundy). Track the entire incident handling process to ensure that response times of various Service Level Agreements are being met. Assist in locating, ordering, and shipping needed parts while keeping all internal and external parties up to date. Show less

Business Service Desk Specialist III for Google Enterprise Support

• Aug 2011 - Oct 2012

Joined the newly created department contracted by Google to provide technical support for their Google Apps for Business suite of cloud services (now G Suite and Google Cloud). Work with small and medium businesses, as well as educational and nonprofit organizations on an international level (North America, EMEA countries, Australia and New Zealand). Assist clients in setting up their services, domain, user management, and migration of email / contacts / calendars from other mail systems. Perform troubleshooting and report bugs to the Google product teams Show less

Corporate Business Helpdesk Specialist IV

• Aug 2010 - Jul 2011

Transferred to corporate department to assist business and corporate users, as well as users roaming internationally.

Data & Network Assistance Specialist III

• Jan 2008 - Aug 2010

Began as a trained specialist providing technical assistance and support for multiple cellular network technologies, service plans, roaming, mobile devices, and wireless modems with consumer user base. Participated in a project to create and present coaching sessions to assist agents with the positioning of company services, policies, and technical issues to clients. Also assisted with the translation of internal communications.

Dispatcher / Customer service / Technical support

• Jan 2006 - Nov 2007

Worked in national customs brokerage and freight forwarding company with a proprietary web-based shipping service. Dispatched cross-border LTL shipments with warehouse distribution, scheduled domestic and U.S. shipments with carriers and courier companies. Assist clients with inquiries for quotes, billing, procedures, documentation, and shipment status. Oversee returns inventory at warehouses. Follow up on lost or damaged shipments, file claims with courier companies, issue remittance cheques, and generate daily shipping reports for insurance coverage. Provide technical assistance and training to clients and sales representatives with the company’s shipping portal. Report issues to the web software developer, update the user manual and internal processes. Show less

Dispatch clerk at Transport Belmire inc.

• Jul 2005 - Dec 2005

Worked as a dispatcher for a national computer maintenance company providing on-site service to banks, retailers, and customers with point-of-sale terminals, lottery terminals, cash registers, AS/400 systems, as well as extended warranties for major electronics retail chain. Dispatch service calls to technicians and subcontractors in major centers and remote locations across all provinces of Canada according to time zones, work shifts, service contracts coverage hours, severity, response times, and parts availability. Show less

Service technician dispatcher at Optimal Service Group (formerly RBA Inc, now Moneris Service Corp)

• Jul 1997 - Jul 2005

Company who towed, stored, and resold damaged or recovered stolen motorized vehicles for several insurance companies to bonded car-dealers and recyclers. Collaborate with insurance company agents, schedule pick-up and delivery of vehicles, review and finalize sale contracts, issue invoices and cheques. Assess overall external damage of vehicles. Organize monthly open sales: inventory, bidding vouchers, and tallying. Company who towed, stored, and resold damaged or recovered stolen motorized vehicles for several insurance companies to bonded car-dealers and recyclers. Collaborate with insurance company agents, schedule pick-up and delivery of vehicles, review and finalize sale contracts, issue invoices and cheques. Assess overall external damage of vehicles. Organize monthly open sales: inventory, bidding vouchers, and tallying.

Dispatcher / Office clerk at Cie MMS Inc. (Montreal Motor Storage)

• Sep 1994 - Sep 1996

Company who towed, stored and resold damaged or recovered stolen motorized vehicles for several insurance companies, to bonded car-dealers and recyclers. Taking service calls from insurance agents, data entry with specialized company software, schedule of pick-ups and deliveries, review and finalize sale contracts, issue invoices and sign cheques. Assess external damage of vehicles. Organize monthly open sales; inventory, printing of bidding vouchers, and tallying. Company who towed, stored and resold damaged or recovered stolen motorized vehicles for several insurance companies, to bonded car-dealers and recyclers. Taking service calls from insurance agents, data entry with specialized company software, schedule of pick-ups and deliveries, review and finalize sale contracts, issue invoices and sign cheques. Assess external damage of vehicles. Organize monthly open sales; inventory, printing of bidding vouchers, and tallying.

Dispatcher / Shipping clerk at Boeuf Mérite – Épiciers Unis Métro-Richelieu

• Dec 1993 - Aug 1994

System administrator at Élites Services Informatiques / Systemhouse / Élections Canada

• Sep 1993 - Nov 1993

System administrator for a local district during the electoral list census period. System administrator for a local district during the electoral list census period.