Stephen Gardner Email & Phone Number

Oakville, Ontario, Canada

Oakville, ON

Oakville, ON

Oakville, ON

Burlington, ON

• Led various technical projects:
• Improved infrastructure stability with reliable backups, enhanced auditing and streamlined workflow for 20 internal employees by leading nine-month project to migrate Knowledge Management workflow system from.
• Turned around Salesforce.com migration project with continually changing development teams and conflicting priorities. Clarified project requirements by creating new decision-tree diagrams and process documentation.
• Defined new metrics and methodology for measuring Support Request deflection, working with internal web marketing, external Adobe Analytics consultant and QA team.
• Outlined methodology and created system for tracking all stages of translation lifecycle for Knowledge Base articles. Acted as Subject Matter Expert (SME) on Knowledge Management and metrics analysis:
• Determining and calculating Knowledge Management ROI.

Burlington, ON

• Streamlined workflow for Knowledge Management team by architecting a new workflow system, encompassing daily import of new work, reporting, and process flows for 30 users and daily export.
• Enabled rapid reporting on the percentage of support employees fully trained on new products, employees having outstanding courses, and which courses. Created Excel dashboard that queried SQL database and returned.

Burlington, ON

• Acted as application owner and SME for Knova Knowledge Base (KB).
• Coordinated user education and Tier 1 troubleshooting.
• Defined metrics and produced reports and dashboards on content distribution, use and evaluation for senior leadership.
• Defined metrics for Support Request deflection based on KB article use on the web portal.
• Defined requirements for product enhancements, coordinating and approving development schedules, QA and UAT, and producing release notes and education.
• Ascertained effectiveness of Knowledge Management across the support organization by creating dashboards to track multiple internal and external metrics.

Burlington, ON

• Worked with technical support staff, software developers, and product managers to write KB articles for internal and external use.
• Acted as SME for Knowledge Management reporting and training.

Burlington, ON

• Responsible for team's product section of public/private Knowledge Base:
• Drove Support Request (SR) Deflection up 10% for my product by creating Knowledge Base (KB) articles that resulted in 10% more customers using the KB and then not filing a support request.
• Slashed backlog of incoming articles and feedback from over 200 to less than 10, while improving the average turnaround time from over one week to less than two days.
• Formed 15 "resolution paths" of 75 step-by-step Knowledge Base articles addressing common customer issues, as well as a mind map illustrating all paths.
• Developed and presented training sessions at the team and company levels.
• Researched and documented search engine to aid external and internal customers in locating available content.

Burlington, ON

• Resolved customer issues, emphasizing customer education to avoid future issues.
• Collaborated with Research & Development department, reporting on issues and liaising with customers to test workarounds and solutions.
• Trained and mentored seven new employees.

Oakville, ON

• Managed all IT operations as sole IT employee for a pre-K through grade 12 school with 350 students and 60 staff.
• Boosted administrator control and confidence in report card product and reduced redesign process by 75% by bringing the report card creation process in-house.
• Supervised installation of SMART Boards and projectors in classrooms and developed training materials for teachers on common tasks and troubleshooting procedures.

Brookline, MA

• Served as the only IT employee for a company of 80 employees, spread across three sites:
• Spearheaded research and selection of a new email server, including evaluation and testing, and coordinated the upgrade of the email server from Eudora 3.1 to Exchange, including server configuration and employee.
• Saved several hours daily and hundreds of dollars each month by reorganizing backup system for greater efficiency.
• Facilitated acceptance of instant online donations via credit card by assisting to add a donation system to the website.
• Extended Facilities department work order I/O system across three remote locations, enabling a standardized reporting process and precluding the need for work orders to be emailed to different sites.

Boston, MA

• Reduced number of Help Desk calls by designing a Help Desk website with documentation on common user issues and user interfaces for logging issues and installing network printers and commonly-used software.
• Strengthened security by enabling ability to ensure licensing compliance and to lock down employee desktops and corporate firewalls by designing imaging server with standard desktop images for each department in the.
• Optimized timely provisioning of computers and logins to new employees and prompt access termination for exiting employees by standardizing hiring and termination processes and communications with HR and hiring managers.
• Ensured employees had necessary tools by creating documentation for standard employee roles and applications.
• Facilitated more efficient issue management by redesigning issue reporting system to create relevant categories.
• Improved tracking of outstanding and resolved issues for statistical and monitoring purposes by designing a standard reporting process.

Bachelor'S Degree, Language And Linguistics

Activities and Societies: Queen's Christian Fellowship, Queen's Rovers, Main Campus Residence Council

Certificate In Interaction Design

Certificate In Business Analysis

High School