As the Director of IT at Tropical Forest Products, the largest exotic lumber distribution company in North America, I oversee the IT operations and helpdesk across multiple locations, focusing on implementing and managing Salesforce, ecommerce, and ERP systems. I have over 8 years of experience in providing strategic IT support to small and large businesses in various sectors, including healthcare, SaaS, and lumber handling all IT needs from vendor management to networking troubleshooting.I have successfully led and administered complex technology projects, such as the ecommerce platform initiative that resulted in a robust lumber ecommerce platform on the website, and the integration of the lumber platform into the Home Depot marketplace with custom workflows. I am skilled at managing IT budgets effectively and delivering projects on time. I hold several certifications, such as Certified ScrumMaster, Google IT Support, and ITIL 4 Foundation. I am passionate about enhancing system efficiency and reliability, aligning IT strategies with business objectives, and resolving IT issues collaboratively.
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Director Of ItTropical Forest Products Sep 2021 - Apr 2024Mississauga, Ontario, CanadaSpearheading IT operations and IT helpdesk at Tropical Forest Products across North America, focusing on implementing and managing Salesforce, ecommerce and ERP. Responsible for salesforce administration and all campaigns used with custom workflows for marketing integration, logistics and supply chain. Led ecommerce platform initiative from proposal to implementation resulting in a robust lumber ecommerce platform on the website.Led successful integration project into home depot marketplace amplifyingBoosted system efficiency through a comprehensive IT overhaul with responsibility for all phases including networking, Microsoft licensing, Azure, Active Directory, Exchange, Quickbooks, telephony, hardware and softwareImplemented robust cybersecurity measures, achieving a reduction in breaches.Managed IT budgets effectively -
It ManagerHealth Access Thorncliffe Park (Hatp) Jan 2018 - Mar 2020Toronto, Ontario, CanadaConsulted on change management initiatives, leading to successful database upgrades, custom software builds on filemaker and salesforce non profits and EMR implementations.Managed and maintained the IT infrastructure at Health Access Thorncliffe Park/Health Access St Jamestown, TNO, ensuring seamless operations.Implemented system upgrades, boosting operational efficiency.Resolved complex network issues collaboratively, minimizing downtime and risk exposureConducted staff training on new software, enhancing productivity.
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Implementation SpecialistBossc Dec 2016 - Jan 2018Oakville, Ontario, CanadaLed application implementation of benefits and HR software with brokers and MGAs, ensuring on-time start-to-finish executionFacilitated collaborative solutions for client issues, working closely with Development and Consulting teamsProvided critical after-hours technical support coordination, enhancing customer satisfactionAuthored 98% of service proposals that successfully generated company revenue -
Service Manager - LeadCanadian Tire Corporation Oct 2015 - Dec 2016Toronto- Managed a team of 40 personnel, delegated work & provided leadership in all parts & service processes.- Increase & maintain high level of customer satisfaction, CSI from 41% to 77% within 6 months of promotion.- Responsible for hiring & training staff across all automotive departments.- Developed marketing & sales strategies for customer acquisition & retention.- Implemented a customer complaint procedure to resolve any issues quickly & efficiently. -
Parts Department ManagerCanadian Tire Corporation Dec 2013 - Oct 2015Toronto- Oversee the automotive parts & service team, including sales & customer service.- Developed & implemented an inventory system to achieve high levels of customer satisfaction.- Responsible for hiring & training staff across parts departments.- Conducted conflict resolution amongst service staff through implementing necessary resolution techniques- Managed workflow of service staff by providing precise project plans on a monthly basis- Handled and resolved client complaints or special requests as well as responds to (commercial) inquires and work orders (repairs/deficiencies)
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Information Technology Help DeskYork University Jul 2012 - Apr 2013Toronto, Canada AreaAnalyzed and identified ways to optimize and troubleshoot computer systems and peripherals
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