Behfar L. Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Responsible for all aspects of Otafest having to do with volunteers/staffing, charity initiatives, panels, events, guests, gaming, cosplay, and contests. Ensuring that teams are happy in their roles/with the organization, addressing and mediating conflicts.

Calgary, Canada Area

Managing the organization's Box Office team, Web & App Development, People Services, and Data Analytics.Developing tools to enhance, simplify, and improve the workflow efficiency across the organization. Examples include automating the organization's onboarding and account creation process (90% time reduction), digitizing the collection and recording of signatures on forms, integrating ticketing systems with the organization’s barcode scanners.

Calgary, Canada Area

- Acting Webmaster, Volunteer Coordinator, Artist Alley Coordinator, Admissions Coordinator, Emergency Management Deputy Officer, and Information Management & Application Development Department Head.- Managing user accounts, groups, and account policies as a Super Admin on G Suite.- Using Google Hangouts to host staff meetings.- Building, maintaining, updating the organization’s website.- Posting updates to the community on Facebook and Twitter.- Managing, placing, and coordinating over 80 exhibitors in an exhibitor hall.- Coordinating, scheduling, training, organizing annual volunteer appreciation days, and writing reference letters for 100+ volunteers.- E-mail and in-person correspondence with over 80 exhibitors and more than 7,500 patrons to provide updates and answer questions regarding online payments, descriptions of events, pre-sales, and feedback.- Providing on-call assistance (such as line control) to other departments.

- Screened and onboarded 200+ volunteers on a biannual basis.- Scheduled volunteers to meet departmental requirements and volunteer availability.- Developed & presented training material for new volunteers.- Ordered and distributed food for the volunteer base while complying with diverse dietary restrictions, shift times, and budgetary requirements.- Checked in with volunteers, addressed their concerns, and occasionally acted as a mediator in disputes.

Technical Operations role that supports IT Applications and Services for the business through monitoring, configuration, and incident resolution.Responsible for:- Configuring, administering, and troubleshooting services including Google Workspace, Jira, Confluence, GitHub, Slack, Sapling, and others.- Negotiating contracts with service providers and optimizing cost savings.- Developing integrations between services to automate workflows.- Assisting with account administration and the onboarding and offboarding of employees.- Maintaining a system inventory and assist with access audits.- Monitoring service usage and make recommendations related to security, costs, and ease of use.- Configuring and troubleshoot user devices, including laptops.- Configuring office network configuration and troubleshooting.- Documenting work and creating material to help users.- Mentoring colleagues and enabling them to reach their career goals.

Calgary, Alberta, Canada

Client Implementation Coordinators welcome new clients to Blackline and support them through a successful implementation of our solutions.- Developed and maintained tools to improve process efficiencies and effectiveness, saving hundreds of work hours for the team by performing bulk operations for a previously manual process.- Initiated and maintained the team’s first wiki of knowledge and process documentation.- Consulted on projects and initiatives to further automate the team’s workflow and maximize the use of available tools (e.g. HubSpot automations).- Initiated and managed multiple deployment projects through completion with a broad variety of size and complexity.- Used HubSpot, NetSuite, and Blackline’s portal to retrieve order information and design customer accounts to reflect client needs and for optimal use, growth and transparency.- Hosted web-based training sessions and meetings to end users.- Communicated key learnings, relevant client information and requests to the appropriate internal teams.- Served as a point of contact and expertise in technical and API related questions.

Calgary, Alberta, Canada

Job Purpose: To perform technical investigations into escalated issues from clients using Absorb LMS as their e-learning platform- Maintained a 98%+ client satisfaction rating.- Investigated client-specific data within the platform’s SQL database, audit logs, and server logs to isolate technical causes for issues.- Resolved client issues involving the REST API, Inbound/Outbound SSO, E-Commerce, reporting, imports, and other integrations.- Collaborated with team leads and managers to develop processes, documentation, and guidelines to optimize team operations.- Developed goals-based queries and dashboards in Zendesk Explore for management and executive consumption.- Developed and maintained internal documentation within Confluence to enhance team knowledge and troubleshooting skills.- Escalated verified technical concerns and bugs to development teams via Jira.- Answered technical questions from the Sales Engineering & Proposals teams to facilitate the sales process.- Lead the team for 3 months during a team lead transition & working with management and external teams to maintain the team’s success.

Calgary, Canada Area

- Established trusted relationships with a portfolio of clients to help them achieve their learning management system goals.- Onboarded new clients by providing an orientation to the platform, training client administrators, and performing use case specific demonstrations as required.- Scoped client requirements for integrations and design requests, tracking and acting as liaison between them and the Integrations Development and Design teams.- Hosted semi/annual client business reviews to track KPIs and proactively determine practices to support their targets.- Maintained up-to-date client information, reviews, opportunities, and risks in Salesforce and Gainsight.

University Of Calgary

- Handled 100 - 200 students, faculty, staff, and retirees per week in person, by phone, e-mail, and live chat to provide technical support for e-mail, anti-virus, Office 365, Desire 2 Learn, desktop and laptop support, access provisioning, account creation, and iOS and Android device support.- Logged and resolved service reports using BMC’s Remedy Incident Management System and Service Now.- Was the acting Queue Manager for tier 1 and tier 2 ticket queues.- Performed access provisioning tasks including Peoplesoft Access Requests, offboarding, RSA SecurID assignment, e-mail mailbox creation, and secondary account creation.- Developed, tested, and maintained scripts that automated and pre-filled ticket entry, assignment, and resolution details including sending templated e-mail messages as required. Iterated and improved the scripts based on feedback and emerging needs from the rest of the team.- Identified inefficiencies in workflow processes and developed tools to expedite those processes.- Increased efficiency of the university’s timely terminations audit process by 80% through development of an automation to pull user information from Active Directory, LDAP, and file shares, and aggregate the output into a Word document for the audit team.- Developed applications to expedite daily workflows (e.g. enabling agents to re-assign and/or resolve tickets in bulk; automatically processing e-mail responses from a shared inbox using Remedy’s API to update tickets).- Trained new employees and oriented them to the space, programs, and expectations of the workplace.

Bachelor Of Education (B.Ed.), Secondary Science Education

Bachelor Of Science (Bsc), Natural Sciences

Bachelor of Natural Sciences - concentrating in Biological Sciences and Mathematics