Dan Goulet Email & Phone Number

Kitchener, On, Ca

- Providing IT & Social Media support to the Executive team & Directors- Updating and managing web content and integrity of the website while ensuring SEO optimization- Managing Website and hosting security through WordPress- Administration of Google Suite for all users in the organization- Managed all SAAS tools including but not limited to Loomly & Hootsuite (social), Canva (Graphics design), EventBrite (event management) & Mailchimp - Auditing user and data security, ensuring best practises are met- Supporting the volunteer led support groups via IT and administrative support

Kitchener, Canada Area

-Supporting small businesses with all aspects of the business administration needs, including but not limited to : IT Management & Support, Corporate Business Support (Incorporations, Share Transfers, Share Issuance, Minute-book updates), Social Media Management & Support

Kitchener, Canada Area

Project SupportDeveloped Standard Operating Procedure documents outlying the business processes, including but not limited to Social Media as well as new volunteer processing.-Working directly with CEO providing many levels of business and technical support-Key stakeholder in relaunch of #DontTaxMedicine Campaign-Email content creation and publication in MailChimp-Facilitated workflow for CEO-Data manager, exporting campaign mailing lists - and cleaning them up for use in MailChimp-Providing technical analysis of proposed and existing regulations both for regulatory consultations and media.IT Administrator-Responsible for login access and first level support to all company IT 3rd party web services, including but not limited to Google Suite, Social Media Platforms & Calendars, Mail Chimp, Video conferencing.-Maintaining data security and integrity across the organization by auditing access and ensuring that access is in lines with roles.-Gatekeeper responsible for all IT access of existing and new volunteers and board members via Google Suite -Consult management and directors on updates to technologies and IT policies -General Website updates Social Media SpecialistHelped provide increased social media outreach and visibility across Twitter & FacebookDeveloped and implemented social media expansion goals with management in an effort to extend reach. Used existing contacts and presents within the cannabis industry to create awareness for CFAMM-Developed and implemented social media process using including SOP-Managed Social media content creation and workflow via Loomly social media calendar & Tweetdeck

Kitchener, Canada Area

Worked as main point of contact for clinics who interested in building partnerships with the company. Negotiated contracts and managed escalations regarding patient issues including but not limited to registration issues, ordering and QA complaints.*Negotiated contracts with clinics, resulting in increased patient counts and sales.*ocumented VAC approval process with job aids and tracking tools to make tracking and processing Veteran registration and invoicing.*Audit new patients registrations, ensuring they are done according to SOPs and Health Canada Regulations.*Providing training and guidance to new Customer reps, minimizing expenses for external consultants and training.*Built job aids supporting various technical and physical processes, allowing for difficult to read SOPs to be easily understood.

Kitchener, Canada Area

Primary representative for all patient and customer inquiries, Helping prospective and new patients navigate cannabis regulations and obtaining their medical cannabis allocation. Using business acumen and cannabis knowledge while working with internal and outside team to ensure continual process improvement. Preferred point of contact for employees looking for cannabis related information, acknowledged as a cannabis subject matter expert with the ability to relate complex issues in an understandable manner.*Created a live working chart that documented all strain terpene profiles which provided CSRs, Marketing and Lab employees with up to date reports.*Sought out and negotiated contracts with medical clinics resulting in the increase of patient count and sales.*Developed a followup process that used Ample Organics reporting to track website registrations and medical allocation submissions, increasing registration rate.t

Kitchener, Canada Area

Concord, Ontario

Povided Tier 1, 2 & 3 support both desk side and via remote connectivity. Analyzed, designed, documented, installed, configured, diagnosed and troubleshot computer hardware and software via incident management in ServiceNow & Cherwell . Responsible for the purchase cycle for all CRH employees in the GTA region.-Reduced age of local tickets from 30+ days to under 4 days by developing a targeted followup plan, and purchasing cycle.-Developed and maintained the purchase cycle (ordering, receiving, tracking and disposal) of hardware and software post divestment. This not only helped provide corporate employees with the hardware to do their job, but greatly reduced ticket aging-Developed and maintained hardware tracking system, facilitating inventory management and reducing lost hardware and costs. -Working in conjunction with analyst team to perform maintenance and support, ensuring network availability to system users.

Provided Tier 1 & 2 technical support primarily over the phone and via remote connectivity, while Working closely with the IT Services team as a Remedy (ITSM) Administrator supporting Incident, Change and Knowledge management per ITIL standards. Support issues, including but is not limited to: connectivity support, password resets, SAP transaction support and Master Data updates, new employee processing. As senior team member, responsibilities include training new team members, job coaching, development plans and governance reports. Managed escalations when the business want to ensure immediate action on incidents or requests.-Developed service desk team, including training new employees on IT procedures and customer service, achieving high producing customer-focused team-Created and managed new hire onboarding process using Google forms, streamlining new employee process and reduced time new employee technology setup-Teamed up with IT services team and leadership, making efficiency changes to ensure ITIL compliance to the Remedy CRM reducing change request bottlenecks. -Worked closely with the IT Services team, as well as the business, to make changes to help them use the application more efficiently-Captured and developed in-house training materials for Google migration project, reducing costs.-Monitored trends through daily reports, suggesting implementation process changes and reducing resolution time for first-call tickets.

Concord, Ontario, Canada

Received inbound phone calls and emails from vendors, employees and customers, documenting the issue through call management software, supporting accounts accounting issues through the use of SAP and an escalation process that involved open communication with the business.-Teamed up with regional procurement specialists, ensuring quick accounts payable (A/P) issue resolution.-Administered and implemented new CRM (Remedy), provided support to existing IT and support desk teams, reducing workload. -Participated in training team members on new technologies, reduced training costs. -Chosen to be member of Crystal Project by assisting with development and implementation of Tier- CSR team and resolving stakeholder concerns. -Maintained a relationship with procurement specialists in various regions, to ensure the quick resolution of A/P issues.-Acknowledged as “Team Techy” for resolving problems without escalating to IT, reducing bottlenecks and resolving minor software issues.

North York, Ontario

-Supported the logistics supply chain at Cadbury Schweppes' America's Beverage by answering and resolving customer inquiries including but not limited to shipping, billing, ordering and pricing.-Responded to customer inquiries via phone and email, ensuring proper followup and that SLA targets were met.-Used customer information located in SAP to help resolve customer issues-Monitored customer purchasing trends , and promoted deals to customers via emails and calls

Certificate, Project Management Applications

Diploma, Telecommunications Technology/Technician, 3.7

-Internet engineering: routing, design and protocol -WiFi systems: power measurement, design, security, deployment -Voice over IP: design.

High School, A

Activities and Societies: Track Club & Junior/Senior Basketball teams-Graduated with OAC Credits -Star Track & Field athlete -Junior &.