CUSTOMER SERVICE

• Provided excellent customer service
• Pleasant telephone manners
• Previously an Escalation Manager with TELUS
• Established rapport with diverse individuals and groups
• Maintained a positive relationship with clients, teammates and management
• Adhered to company standards for telephone reception
• Provided customers with information for desired products and services
• Expertise in explaining complex technical concepts in terms that non-technical team members and customers can understand easily

ADMINISTRATIVE

• Skilled with scheduling meetings, taking notes, and creating agendas and meeting minutes
• Professional skills in writing letters, reports, and memos
• Experience with arranging flights, car rentals, hotels, and other required rentals
• Highly skilled with creating presentations including charts, diagrams, and other visual aids
• Experience developing training materials for existing and newly developed applications and processes
• Training team members for using various programs and skills including Microsoft Office including Office 365, Google, and Adobe
• Familiar with YouTube, Facebook, Twitter, LinkedIn, and Instagram
• Highly skilled with graphic design, content development and desktop publishing software
• Skilled with basic accounting, SAP, and other accounting programs
• Utilized Internet/Email as an effective communication tool
• Ability to keyboard 60 wpm accurately

PROJECT MANAGEMENT AND BUSINESS ANALYSIS

• Experience in identifying risks to project deadlines and outcomes and planning solutions to mitigate those risks
• Skilled with project management – including cost benefit analysis, identifying risks, creating plans, defining scope, identifying, and minimizing risks, requirements gathering, documenting processes, constraints, assumptions, business impacts and project risks
• Analyzing current business practices and implement systems to improve efficiency of business processes
• Ability to collaborate with peers in both, business and technical areas, to deliver optimal business process solutions, in line with corporate priorities.
• Experience in conducting Joint Application Development (JAD) sessions with end-users, Subject Matter Experts (SME’s), Development and QA teams
• Experience with Cybersecurity and Disaster Recovery planning – process and procedure development, identifying roles and documenting key contacts
• Training with systems such as Agile, Waterfall, KANBAN, and Lean Thinking

TECHNICAL

• Set up, repair and configured various electronic devices – printers, mobile phones, tablets and audio-visual equipment
• In the top 15% of 239K LinkedIn members with SharePoint skills
• In the top 5% of 10M LinkedIn members with Microsoft Excel skills – including Pivot Tables, Pivot Charts, ODBC connections, advanced formulas, and automation via VB code
• Skilled with SSRS, Report Designer, and Power BI
• Expertise in remote support with programs such as Word, Access, Excel, Visio, Adobe Suite, Power Point, and other applications
• Skilled with support for hardware such as servers, laptops, and PCs

EDUCATION

Certificate
System Technology – NAIT

Certificate
Computer Programming – PBSC

Certificate
Graphic Communications Technology – Westerra

High School Diploma
Memorial Composite High School

WORK HISTORY

2022 – Current
Technical Writer – Auvik Networks

2022
Business Analyst – Government of Alberta

2021
Reporting Analyst – DSL Inc

2019 – 2020
Database Application Developer – MacEwan University

2017 – 2019 
Business Analyst/Technical Writer – Enbridge

2017
Reporting Analyst – Canadian Western Bank

2016 – 2017
Reliability Analyst – TransAlta Utilities

2015 – 2016
Business Analyst/Project Manager – Pleasant Solutions

2003 – 2014
Business Analyst / Developer / BI Developer – TELUS Communications