- Foster ongoing relationships with client executive leadership and their teams to enhance customer loyalty.- Proud member of the WebSan team who won Global Microsoft Partner of the Year 2021 - Business Central- Manage a best-in-class global business application support team, supporting a wide variety of products & industries across 9 different time zones.- Leading WebSan's push into Copilot AI within its internal service department. Copilot in D365 Customer Service is looking to be an exciting platform for not only the efficiency of our staff but also resolution-driven results for our clients!- At WebSan, I've cultivated deep relationships with my team of directs, emphasizing work-life balance and providing them unwavering support. This ensures not only reduced turnover but also peak performance. Their dedication and effort, in response, have consistently proven to be unparalleled, benefiting both our organization and the success of WebSan's clients globally.- Champion customer & employee-centric process improvements, providing actionable insights in not only how WebSan scales its service revenue, but also the welfare and satisfaction of its clients and employees.- Design & manage a new custom Dynamics 365 Customer Service implementation, reducing case resolution time, first response rate & SLA incidents. Other improvements include providing new tools to other departments, improved automated email & SLA tracking, a service portal for clients to manage cases & the ability to provide deeper integrations to various other systems here at WebSan.- Get my support hands dirty once in a while utilizing my knowledge of M365/O365/Azure/EntraAD to assist with Microsoft tenant administration, migrations, licensing, and configuration.

Managed a team consulting to past SMB employers and industry contacts in areas including SaaS/iPaaS/ERP implementation, data-driven BI adoption, ITSM best-practice, operations analysis & IT budgeting.

- Responsible for providing strategic guidance and execution on transforming a traditional business into a modern, agile company set up for scalable growth and capable of disrupting the market- Reorganized operational, sales, and production workflows around IT capabilities to enable an increase of 9m in revenue and an 80% decrease in data processing time, resulting in significant gains in operational efficiencies- Directly managed $900k IT department budget including five engineers, three IT professionals, five offshore resources and 15 other dotted line directs across the org. - Enabled business to scale from one to six territories with minimal operational overhead by championing data-driven BI adoption and workflows across the org.- Designed and lead an ERP implementation on Oracle Netsuite, encompassing all financial, sales, inventory & service modules- Focused on employee-centric leadership including regular one on ones, coaching, stretch assignments, and skill development.

- Responsible for architecting and leading the deployment of core IT functions to enable an agile, data-driven business model- Led custom implementation of SFDC & SFDC Service Cloud, doubling sales and reducing time to resolution for service tickets by over 70%. Introduced Salesforce Pardot, improving marketing leads converting to sales by 125%- Deployed Cisco Unified Communications platform including Contact Center with custom workflows across all departments, reducing average time-in-queue by 60% and increased successful first call resolution sales by over 200%- Led a team that developed and programmed proprietary quoting software for project estimation. Resulted in a 50% increase in average profit, a 30% increase in conversion and reduced time to completion by 55%

- Developed interactive user interfaces for Touch Screen Kiosks for retail and web. Notable clients include Dairy Queen Canada. - Developed cake management system allowing franchises to dynamically adjusted features, products, sales pricing & inventory.

- Provided IT Solutions for Professors in the Faculty of Education to elevate the level of quality of their teaching via LMS.

Maintained LMS, provided IT solutions for professors, edited and published multimedia provided.

Taught students aged 8 – 14 on various computer skills and software.