Experience

Diversys Software, Inc.

• Canada
• Environmental Services
• 1 - 100 Employee

• Implementation Specialist

  • Jan 2020 - Present



University Health Network

• Canada
• Hospitals and Health Care
• 700 & Above Employee

• Health Surveillance Screener

  • Aug 2020 - Dec 2020



TouchBistro

• Canada
• Software Development
• 400 - 500 Employee

• Technical Writer/Trainer

  • Apr 2018 - Jul 2020

  • Working closely with managers and directors in Product, Support, Sales, Marketing, and Customer Success to meet their needs for technical documentation, training materials, and other functions like providing screen captures and editing. • Communicating complex ideas to both internal and external readers• Conducting live instructional sessions with co-workers• Building positive relationships with subject matter experts• Creating and maintaining documentation for customers, primarily on the next generation product platform. • Creating guides, tutorials, and videos for TouchBistro departments like sales, support, and customer success.• Proofreading Show less

• Product Support Technician

  • Jul 2017 - Apr 2018

  • Troubleshooting wireless networks, printers and payment devices• Providing product support via phone and email• Responding to customer support requests in a timely manner• Answer software and hardware questions• Deliver customer feedback to our Product and Development teams



Mirvish Productions

• Canada
• Entertainment Providers
• 1 - 100 Employee

• IT Coordinator

  • Mar 2016 - Mar 2017

  • Working with management and other departments to implement upgrades to Windows 10 and Mac operating systems • Training the individuals who will need to use these systems • Preparing documentation and instructions for internal system use • Establishing guidelines for evaluating the IT systems and determining where changes should be made. • Diagnosing issues when computers or other technologies are not working as they should • Implementing a plan for repair or replacement of computers and other forms of technology • Instructing other IT professionals and assigns projects as needed • Communicating with equipment manufacturers and service providers to resolve problems quickly Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Technical Trainer (Creative)

  • Oct 2006 - Nov 2015

  Creatives have mastered Apple pro and consumer applications and we share our expertise through workshops and one-on-one customer training. Creatives are digital artists of all kinds, including photographers, filmmakers, musicians, editors, and web designers. As a Creative, I taught large and small groups, as well as One To One sessions. Subjects included Apple hardware and software, and frequently their use in a creative capacity. I also delivered training to staff and mentor team members, as well as developed workshop teams, and giving them the tools to succeed. • Led and promoted new initiatives related to the One to One program in which customers learn more about the capacity of their Apple products • Design and facilitation of Personal Training, Open Training and Group Training sessions on all Apple products, operating systems and consumer applications • Applying adult learning principles and training techniques • Coordinated and presented workshops that met a wide spectrum of needs - Youth Workshops, Apple Camp and Consumer Workshops • Go-to person for technical knowledge for store staff as well as actual and potential clients alike • Teaching clients how to create music using Logic Pro; edit video using Final Cut Pro, as well as edit images for print, email, or the web; transfer images from digital cameras, scanners, and CDs; and create top-quality presentations and movies • Converting jargon and technical terms into a language all users and peers can understand. • High satisfaction rate • Facilitator of small/medium business training (Joint Venture) for small business clients that are new to Apple products. • Administered coaching and feedback to Creatives based on observations and customer feedback • Managed and addressed the most demanding customer problems • Providing customer service and support on all Apple products Show less



Intelex Technologies ULC

• Canada
• Software Development
• 300 - 400 Employee

• Business Analyst/Trainer

  • Mar 2006 - Sep 2006

  • Responsible for educating clients on the use and administration of Intelex software, focusing on environment, health, safety, quality and integrated software • Kept the user manual up-to-date throughout major software updates, and ensured that customers received customized manuals with their software. • Developing and delivering of Intelex’s training curriculum, conducting training on the use and administration of Intelex software, demonstrates best practices use of the module functionality and administration • Facilitating training sessions for effective client understanding of the product, through engaging, participatory and enjoyable training sessions • Creating and publishing training curriculum schedule, producing course outline, text, handouts, and tests, and designs laboratory exercises, applying knowledge of Intelex software • Delivering onsite and online training following outline, handouts, and texts, and using visual aids, such as graphs, charts, and slideshows • Administering exercises and tests for evaluating trainees performance and understanding • Liaising with client management staff for the identifying of training objectives • Coordinating with Project Managers conducting raining needs analysis and course evaluation • Assembling user guides and cheat sheets, dispatching to the customer • Creating courseware material for modules including, Trainer Guide, Slide Deck and Workbooks/handouts • Updating and maintaining courseware reflecting latest software version, preparing the training site accordingly • Managing the training curriculum schedule so users can register for public training; developing private customized training for clients that request it along with mentoring internal staff, team assistance through formal/informal training • Suggesting areas for improvement in internal processes along with possible solutions Show less



The Hospital for Sick Children

• Canada
• Hospitals and Health Care
• 700 & Above Employee

• Training Coordinator

  • Apr 2002 - Sep 2005

  • Responsible for implementing Lotus Notes training for all staff, focussing on Mail, Calendaring & Scheduling, and Contact Management • Managed and maintained the internal directory system, training departmental administrators on the system, and subsequently liaising with them to ensure their comfort with the process and the integrity of the database • Wrote and maintained technical help documentation for in-house applications, and ensured that it was kept up-to-date when the system or interface was updated • Trained hospital staff how to use custom in-house applications including the highly critical paging system • Worked with developers and provided input for interface design • Co-ordinated and conducted upwards of 200 hands-on training classes annually • Conducted auditorium training to large groups of medical professionals when major software updates were being implemented Show less



Rescue Cambodia

• Website Developer

  • 2005 - 2005

  Developing a website for a fledgeling charity, intending to help impoverished communities in Cambodia. Developing a website for a fledgeling charity, intending to help impoverished communities in Cambodia.



The Digital Mill

• Media Developer

  • 2000 - 2001

  • Maintaining and updating websites for a diverse array of clients • Building interactive online communities • Writing HTML for extensive websites • Composing and preparing music and audio for CD-ROM and Flash • Preparing Artwork for the web using Photoshop and Fireworks • Maintaining and updating websites for a diverse array of clients • Building interactive online communities • Writing HTML for extensive websites • Composing and preparing music and audio for CD-ROM and Flash • Preparing Artwork for the web using Photoshop and Fireworks



Immersant/Bowne Internet Solutions

• Site Developer

  • 1998 - 2000

  • Maintaining and updating websites for financial institutions, insurance companies, and other organisations • Working within an integrated team of web developers • Maintaining and updating websites for financial institutions, insurance companies, and other organisations • Working within an integrated team of web developers



HMV

• United Kingdom
• Retail
• 700 & Above Employee

• Returns Co-ordinator

  • Mar 1992 - Sep 1997

  333 Yonge Street, Toronto -co-ordinate overstock and defect returns to vendors -maintain stock using to HMV's computerised inventory system -involvement in all aspects of shipping and receiving -customer service, product knowledge 333 Yonge Street, Toronto -co-ordinate overstock and defect returns to vendors -maintain stock using to HMV's computerised inventory system -involvement in all aspects of shipping and receiving -customer service, product knowledge