Bilingual Client Services Associate | Alternate Company Security Officer - Procom Canada - Toronto, Ontario
(2025-01)
- Served as the primary liaison for billing and payment matters, resolving consultant, sub-vendor, and client inquiries with discretion and efficiency (Secret & Top-Secret Clearance).
- Oversaw onboarding and renewal processes, ensuring alignment with internal policies and ISO management standards for accuracy, consistency, and compliance.
- Managed contract-related inquiries through the JIRA ticketing system, ensuring timely resolution, proper documentation, and clear communication.
- Developed and optimized strategies to enhance consultant and client experience, improving communication flow and operational efficiency.
Lead Support Facilitator / Business Continuity Representative - Scotia Wealth Management - Toronto, Ontario
(2023-11 - 2024-04)
- Led the Incident Management Team, delivering rapid, coordinated responses to operational disruptions to minimize business impact and accelerate recovery.
- Maintained proactive engagement with clients, addressing concerns, clarifying expectations, and identifying opportunities for future collaboration.
- Oversaw the remediation of audit items and regulatory findings related to Business Continuity Management (BCM), ensuring compliance within mandated timelines.
- Provided timely support by resolving inquiries via phone and email, escalating complex issues to senior leadership when required.
- Acted as liaison with Crisis Management Teams, strengthening cross-functional collaboration and supporting strategic change initiatives.
Bilingual (English/French) Customer Care Representative - Ministry of Public and Business Service Delivery - Oshawa, Ontario
(2023-08 - 2023-11)
- Delivered Tier 1 information services across multiple programs, including Transfer Payment Ontario (TPON), serving as the first point of contact for public and business stakeholders.
- Provided services in English and French via phone, mail, internet, and email, consistently meeting or exceeding service expectations while ensuring accessible, accurate, and professional delivery of government information.
- Developed and optimized strategies to enhance consultant and client experience, improving communication flow and operational efficiency.
Service Delivery Manager - Shared Services Canada - Ottawa, Ontario
(2023-03 - 2023-07)
- Led a multidisciplinary team and maintained regular engagement with clients to address satisfaction concerns, clarify expectations, and identify potential project opportunities.
- Ensured all work was accurately scoped, properly resourced, and delivered on schedule to meet client requirements.
- Responded promptly to client inquiries via phone and email, resolving issues and escalating complex matters to senior leadership when necessary.
- Collaborated with senior account leadership to identify and develop new service opportunities.
Team Lead – IT03 Senior Incident Coordination Business Analyst - Shared Services Canada - Ottawa, Ontario
(2021-09 - 2023-03)
- Provided ongoing coaching and training to staff to ensure consistent, high-quality service delivery to stakeholders.
- Led the team in delivering timely, process-driven responses to inquiries via phone and email.
- Interpreted, analyzed, and documented business and technical requirements, recommending solutions for planning, development, implementation, and maintenance of new supported services.
- Maintained up-to-date knowledge of IT Service Management (ITSM) trends, tools, and best practices.
- Supported 40+ federal departments by coordinating high-priority and critical incidents in a fast-paced environment.
- Led and participated in conference calls with Major Incident Coordinators, Service Delivery Managers, Client Executives, vendors, and cross-functional teams.
- Escalated issues to stakeholders and subject matter experts, ensuring adherence to service level agreements (SLAs).
- Identified recurring inquiry trends and presented findings to Senior Managers and Directors to support continuous improvement.
Operations Support Specialist - Elections Canada - Gatineau, Quebec
(2021-07 - 2021-09)
- Provided ongoing support for multiple web environments, including development, testing, staging, and production.
- Configured, supported, and troubleshot systems to resolve technical issues efficiently.
- Contributed to operational planning and guidelines to support system stability and performance.
- Documented, created, and updated logical architectures and system configurations.
- Analyzed system performance and recommended improvements to enhance reliability and efficiency.
Team Lead – Senior Business Continuity Representative, Global Wealth Management - Scotia Wealth Management - Toronto, Ontario
(2019-07 - 2021-02)
- Ensured the effectiveness of Business Continuity program components, including Business Impact Analyses, Risk Assessments, Asset Management, and continuity strategies.
- Integrated new projects and processes into existing business continuity plans in collaboration with change management teams.
- Supported business units in completing Windows 10 migrations.
- Led and mentored the team through Windows 7/8 to Windows 10 migrations using automated deployment routines.
- Scheduled migrations and delivered high-quality white-glove support to end users.
- Provided Exchange/Office 365 support, including account provisioning and migrations.
- Procured, processed, and coordinated deployment of technology assets such as PCs, printers, mobile devices, peripherals, and Microsoft 365 Cloud tools.
Senior Bilingual Support Analyst - Brookfield Canada (BGIS) - Markham, Ontario
(2018-09 - 2019-06)
- Led configuration management teams across hardware and software technologies, ensuring smooth deployment and operational readiness.
- Managed and resolved critical incidents, conducted root cause analysis, and implemented preventative measures.
- Oversaw operational, major, and critical changes impacting site operations and mobile applications.
- Collaborated with technical teams to resolve issues arising during project implementation.
- Managed BGIS hardware and software assets, including desktops, servers, laptops, mobile devices, multifunction devices, and Microsoft Office/365 environments.
- Created Active Directory users and resources, managing access through security group policies.
DCS Senior Bilingual Support Analyst - Hyundai Canada - Markham, Ontario
(2017-06 - 2018-09)
- Delivered SAP and desktop support for desktops, laptops, and mobile devices via in-person, phone, remote, and email channels for 300+ employees across Canada.
- Supported the helpdesk team with deployment-related desktop tasks and end-user assistance.
- Performed hard drive and OS restorations, software troubleshooting, virus removal, and installation of antivirus and utility tools.
Senior Bilingual Support Analyst - Cadillac Fairview - Toronto, Ontario
(2013-06 - 2017-05)
- Supported enterprise hardware and software environments, including desktops, servers, laptops, tablets, iPads, BlackBerry, iPhones, Samsung devices, Windows 7, MS Office 2010/2013, in-house applications, and multifunction devices for 3,000+ users across Canada.
- Prepared dormant hardware fleets by imaging desktops and laptops using SCCM to ensure readiness for deployment.
- Produced Crystal Reports time estimates and maintained existing Crystal Reports for operational needs.
- Managed authentication, permissions, and user rights through Active Directory and security policies.
- Logged and tracked all service desk requests, incidents, and resolutions using the Remedy ticketing system.
- Supported mobile workforce access through secure VPN connections and RSA SecurID multi-factor authentication.
SAP Bilingual Support Analyst - Hyundai Canada - Markham, Ontario
(2012-06 - 2013-05)
- Delivered SAP support to internal and external users via in-person, phone, and email channels.
- Provided technical assistance for business applications and communication systems, including telephony, mobile devices, and email.
- Supported application configuration and deployment to production environments following established processes.
- Maintained system documentation for configuration changes, regulatory compliance, and audit requirements.
Bilingual Operations Support Analyst / Change Manager - Brookfield Canada - Toronto, Ontario
(2010-02 - 2012-06)
- Chaired PAC-aligned governance meetings, including Change Advisory Board (CAB), emergency change reviews, Critical Incident Report (CIR) sessions, problem management meetings, and release planning.
- Collaborated with business units on software release coordination and deployment.
- Performed basic database administration tasks, including monitoring backups, SQL job status, error logs, and system event logs; executed database backups and restores in QA and staging environments.
- Created ad-hoc queries, reports, and templates to support operational and project requirements.
- Evaluated system change requests and partnered with the Business Technology Team to recommend and implement solutions.
