Labatt Breweries of Canada / Anheuser-Busch | Senior Network Specialist

Mar 2025 to present

• Supported the end-to-end lifecycle of network services and infrastructure across North American brewery and distribution sites, including deployment, upgrades, and maintenance

• Engineer, implement, and optimize WAN, LAN, VPN, Wireless (Wi-Fi), and authentication systems, ensuring reliability, security, and performance tailored to brewery and supply operations

• Lead high-impact incident resolution, providing expert guidance and collaborating with cross-functional IT, production, and operations teams

• Orchestrate network refresh projects, integrating new sites and managing divested locations with seamless technical transitions

• Oversee legacy PBX decommissioning and Microsoft Teams telephony deployment, enhancing enterprise communication capabilities

• Act as a primary liaison between internal teams, vendors, and management to coordinate network changes and maintain operational continuity

• Develop, maintain, and standardize SOPs, technical documentation, and training materials to support consistent operational processes

• Continuously evaluate and implement new technologies and best practices to enhance network efficiency and operational resilience

• Maintain high user satisfaction and service reliability across multiple business functions

Labatt Breweries of Canada / Anheuser-Busch | IT Deskside Support: Atlantic Canada

May 2019 to Mar 2025

• Delivered end-to-end deskside support for PCs, printers, mobile devices, and peripherals across multiple brewery and distribution sites

• Assisted in network troubleshooting, wireless site surveys, and minor LAN/WAN upgrades

• Maintained hardware inventory and coordinated vendor/contractor support for timely replacements and upgrades

• Developed technical process documents and user guides for internal IT teams and end-users

• Supported multiple environments including Citrix, Windows Virtual Desktop, and mobile device management

• Supported critical business functions including Supply, Distribution, Sales, and Finance

• Participated in technology refresh initiatives, assisting with deployment of new hardware and software

• Contributed to incident management, root cause analysis, and SLA compliance

O’Regan’s Automotive Group | IT Desktop Support

Feb 2017 to May 2019

• Perform installations, preventative and corrective maintenance on all company owned equipment in accordance with established schedules, procedures, and guidelines in a timely and effective manner

• Conduct in shop and on-site installations, quality inspections and performance testing

• Refurbish standard and special purpose equipment and system components

• Conduct trouble analysis (i.e. testing, fault isolation and repair functions, logs, alarms, operational measurements)

• Initiate and respond to client inquiries, discuss trouble details and confirm resolutions

• Operate a variety of test equipment and software tools

• Communicate with the Manager regularly on all aspects of service

• Maintain company tools and reports, including an accurate inventory of parts

• Work independently and in groups, providing valuable feedback

• Participate and lead technical projects, upgrades and roll-outs

• Log work, research and resolutions in a central ticketing system

• Troubleshoot PCs, printers, mobile devices, vendor proprietary hardware and software

• Responsible for wireless and network maintenance, including hardware upgrades

Blue Ocean Contact Centers | Multiple Roles

Mar 2014 to Feb 2017

Project Coordinator

• Managed the day to day operations to maintain and exceed business KPIs

• Ensured agents and coaches were provided required skill set and training to obtain progression in their career

• Developed new initiatives to progress the business further and surpass KPI targets

• Tracked and reported Monthly, Quarterly and Annual metrics to identify business trends and areas of improvement

• Reviewed quality and performance metrics and developed new strategies to ensure success

• Attended and delivered weekly client meetings

• Assisted in the hiring process of new coaches for promotion and recruiting of agents to begin their career

• Coordinated sales huddles and break-out huddles to ensure information is delivered successfully

• Wrote and delivered mid-year and annual performance reviews

• Addressed 100% of agent concerns as they arise

• Allocated resources to incentives for improved morale

Project Coach

• Monitored agents and created detailed notes for each call

• Coached agents weekly in 1:1 sessions

• Ensured agents strictly follow policies and procedures as required

• Supported Management team in day-to-day project objectives

• Communicated daily with the client regarding performance and goals

• Reported key metrics including Service Levels and Handle Times

• Created and delivered performance evaluations to agents

• Designed performance excellence plans for struggling agents

• Developed and delivered product training relevant to current project requirements

• Strong communication and listening skills

• Handled all information provided with high privacy

• Passionate to resolve issues in a timely manner

Software Technical Support Team

• Provided telephone and e-mail service support for incoming calls from customers

• Quickly and effectively assessed customer concerns and resolved challenging situations

• Provided superior client service experiences by listening carefully to their concerns

• Fulfilled customer expectations that comply and exceed established policies and procedures

• Effectively learned and used software packages

• Utilized available resources and researched answers to customers troubleshooting questions

• Strong communication and listening skills

• Handled all information provided with high privacy

• Passionate to resolve issues in a timely manner

• Created training material for other agents to learn