Experience

• 

  Ultramar corner store

  May 2005 - Aug 2006

  Senior staff/assistant manager

  Administration:• Perform daily cash register operations and other activities• Analyze competitors’ prices• Ensure application of policies and procedures• Control gauging and record in POS terminals• Make bank deposits• Complete End-of-Shift reports and daily revenues• Receive and verify orders and invoicesEnvironment:• Ensure compliance with environmental standards• Prepare store for “Ready for Business” annual inspectionMerchandising:• Ensure application of merchandising standardsHuman Resources:• Available 24 hours a day, 7 days a week• Train employeesCustomer Service:• Ensure application of customer service standards• Ensure convenience store cleanliness Show less

• 

  Nova scotia agricultural college

  Jun 2007 - Aug 2008

  Desktop technician

  • Maintained client workstations and computer labs• Built images for various PC’s• Manually eliminated viruses, spyware and malware• Troubleshooting for computers and printers• Installed, configured and learned new programs• Replaced PC components as needed• Reviewed and updated service requests through HP Openview Ticketing System

• 

  Staples business depot

  Sept 2008 - Mar 2014

  Senior technology consultant

  •Maximized department sales opportunities by using current selling techniques and company programs•Lead selling in the department in order to achieve current goals and targets•Partnered with management to identify and achieve short and long term goals for the technology department•Assessed team member selling and technical skill sets and trains and develops action plans for growth•Performed follow up calls to solicit feedback on sales, promote additional products and services where applicable•Ensured associates awareness of, compliance and understanding of store training initiatives•Effectively resolved customer concerns•Ensured proper follow-up on all special orders and transfers placed in the department.•Provided management with relevant sales information. Actions stock level concerns and product problems•Prepared quotes on systems when required.•Ensured that all security devices are placed onto appropriate product as indicated by loss prevention policies.•Maintained company merchandising standards•Provided coverage and assistance in all areas of the store where business needs require and as associate training supports•Proactively modeled and ensured team's understanding of and adherence to all privacy policies.•Had a complete understanding of all company policies and procedures•Ensured associates check and understand all sources of communication for information•Identified and communicates suggestions for improvements in all areas of business.•Performed safe and proper use of all store equipment•Promoted and maintained a safe working environment and follows all company protocols for safety Show less

• 

  Blue ocean contact centers

  Mar 2014 - Feb 2017

  • Managed the day to day operations to maintain and exceed business KPIs• Ensured agents and coaches were provided required skill set and training to obtain progression in their career• Developed new initiatives to progress the business further and surpass KPI targets• Tracked and reported Monthly, Quarterly and Annual metrics to identify business trends and areas of improvement• Reviewed quality and performance metrics and developed new strategies to ensure success• Attended and delivered weekly client meetings• Assisted in the hiring process of new coaches for promotion and recruiting of agents to begin their career• Coordinated sales huddles and break-out huddles to ensure information is delivered successfully• Wrote and delivered mid-year and annual performance reviews• Addressed 100% of agent concerns as they arise• Allocated resources to incentives for improved morale Show less • Monitored agents and created detailed notes for each call• Coached agents weekly in 1:1 sessions• Ensured agents strictly follow policies and procedures as required• Supported Management team in day-to-day project objectives• Communicated daily with the client regarding performance and goals• Reported key metrics including Service Levels and Handle Times• Created and delivered performance evaluations to agents• Designed performance excellence plans for struggling agents• Developed and delivered product training relevant to current project requirements• Strong communication and listening skills• Handled all information provided with high privacy• Passionate to resolve issues in a timely manner Show less • Provided telephone and e-mail service support for incoming calls from customers• Quickly and effectively assessed customer concerns and resolved challenging situations• Provided superior client service experiences by listening carefully to their concerns• Fulfilled customer expectations that comply and exceed established policies and procedures• Effectively learned and used software packages• Utilized available resources and researched answers to customers troubleshooting questions• Strong communication and listening skills• Handled all information provided with high privacy• Passionate to resolve issues in a timely manner• Created training material for other agents to learn Show less

  • Project Coordinator

    Sept 2015 - Feb 2017

  • Project Coach

    Jun 2015 - Sept 2015

  • Software Technical Support Team

    Mar 2014 - Jun 2015
• 

  Sheridon tech

  Jul 2016 - now

  Independent business owner, technician

  • Opened independent technology business in home (July 2016)• Performed tech services and repairs for general public’s computers• Authorized Reseller of cables, ink and adapters for a Montreal based distributor• Assembled and designed custom tailored computer systems for clients• Diagnosed computer, printer and mobile devices• Educated clients in a variety of subjects, and tailored styles to individuals learning preferences• Responsible for all marketing strategies, sales and inventory tracking Show less

• 

  O'regan's automotive group

  Feb 2017 - May 2019

  Desktop support technician

  • Perform installations, preventative and corrective maintenance on all company owned equipment in accordance with established schedules, procedures, and guidelines in a timely and effective manner • Conduct in shop and on-site installations, quality inspections and performance testing • Refurbish standard and special purpose equipment and system components • Conduct trouble analysis (i.e. testing, fault isolation and repair functions, logs, alarms, operational measurements) • Initiate and respond to client inquiries, discuss trouble details and confirm resolutions • Operate a variety of test equipment and software tools• Communicate with the Manager regularly on all aspects of service • Maintain company tools and reports, including an accurate inventory of parts• Work independently and in groups, providing valuable feedback • Participate and lead technical projects, upgrades and roll-outs• Log work, research and resolutions in a central ticketing system• Troubleshoot PCs, printers, mobile devices, vendor proprietary hardware and software• Responsible for wireless and network maintenance, including hardware upgrades Show less

• 

  Labatt breweries of canada

  May 2019 - now

  • Primarily responsible for multiple sites across Atlantic Canada including 3 breweries, 3 sales offices, 3 Distribution Centers and 1 Contact Center.• Also took responsibility for other regions when colleagues were unable to support in Western Canada, Ontario, and Quebec. • New Hire Onboarding, providing hardware or educating on the environments including created SOP documents for self-paced training and support• Support multiple environments simultaneously including Laptops and Desktops running Windows 7 and 10, HP ThinClients (Citrix, Windows Virtual Desktop), Zero-Touch Remote clients, Tablets and Mobile Phones• Handle hardware repairs manually or coordinated with vendors when device under manufacturer warranty• Perform basic wireless and network site surveys identifying and recommending upgrades for areas in office spaces, warehouse, and production floor• Develop and update technical documentation including user training files, internal department process documents and assist with Network documentation• Ensure an always up to date inventory to match active in field, stored, and discontinued hardware• Perform regular conference room checks for availability and functionality of Display Panels, computers, and Telepresence/Zoom Video Conferencing hardware• Primary point of contact for all technology related vendors, technicians, and contractors on site for upgrades, surveys, and assistance• Maintain high expectation SLA for ticket closure and customer satisfaction• Test new technologies ahead of country or Zone roll outs• Deploy new hardware to users, and network equipment to sites• Support all areas of business including Supply, Distribution, Sales and Finance Show less

  • Senior Network Specialist

    Mar 2025 - now

  • IT Deskside Support

    May 2019 - Mar 2025