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Three years experience in business operations and customer support. A tech savvy individual who develops strategic solutions for complex problems. Has successfully completed many projects as a lead resource for both global customers and inter-company initiatives. Forges long-lasting client and business partner relationships to mutually benefit all parties. Works hard to follow operational best-practices and enable companies for success in a challenging world. Looking to join a fresh team and provide new insights to help increase customer satisfaction and deliver value.

Work experience

Nov 2014Present

Functional Business Analyst

Sandvine Inc

Subject matter expert for SAP sales and distribution, enabling the organization to transition to customer specific and SaaS selling strategies despite being relatively new to SAP

Transformed the order entry process by implementing configure-price-quote solution and automatic customer asset management

Initiated team objectives to improve agile performance and continual value-added delivery

Liaison between business leaders and oversees development team to provide accurate functional requirements and solution documentation

Developed and executed operations training sessions for sales, manufacturing, finance, and customer support using D2L learning platform on new processes and solutions available

Day-to-day activities include ticket management for production incidents, gathering requirements for enhancement requests, and quality assurance testing on development provided by the Enterprise Applications team

Three time nominated work place buddy for new team members to assist with on-boarding and introduction into the Enterprise Applications team

Jan 2014Nov 2014

Global Services Project Coordinator

Sandvine Inc

Executed customer projects on time with budgets up to $80k, receiving an average of 8/10 on customer satisfaction surveys

Identified and implemented new processes to provide the Project Management Office (PMO) metrics  on resource assignment and milestone achievement using, SAP Project Systems, and reporting

Presented operational processes and improvements during a Global Services workshop with 90+ in attendance

Maintained positive relationships with account teams, project teams, and customers, while escalating to management when required

Sep 2013Jan 2014

Customer Support Representative (Contract)


Subject matter expert of large client, responsible for monitoring incidents and providing feedback to other team members

Achieving above average incident resolution times and client satisfaction by escalating issues, and efficient communication

Collaborating with team members  on difficult or new issues through Sharepoint to gain a thorough understanding and contribute to providing a solution

May 2012Dec 2012

HR Business Partner Operations Associate (Co-op)


Supported HRIS and cultural change projects as a member of the project management teams

Oversaw the day­ to­ day team procedures including newsletter compilation, answering email inquiries, researching compliance inquiries

Organized and provided global training sessions for members of the HR Business Partner team both in­ person and using system

Responsible for file review and package coordination during mass termination of 3000+ employees

May 2011Sep 2011

Recruitment Management System Coordinator (Co-op)


Supported internal and external end users of the Taleo applicant tracking system

Automated communication between the company and the applicants by enabling workflow and creating email templates

Investigated and compared applicant tracking systems for future contract

Extra Curricular

2015 Equine Canada sanctioned shows and events - grounds volunteer
2014 Sandvine Social Committee - corporate social planner
15+ years as an Equine professional - showing, training, stable management