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  • Participated in several successful project teams assisting and supporting Project Managers and Business Analysts in planning and executing project phases
  • Experienced in extracting, analyzing and presenting data in organized reports for internal and external clients
  • Responsible for triaging system issues as the CRM  Administrator liaising between users, IT and the CRM vendor


Business Systems: 

  • MS CRM Dynamics 3.0
  • MS SQL Server Query Analyzer
  • Crystal Reports XI
  • Siebel CRM OnDemand R7
  • Siebel Answers OnDemand Analytics


  • iGrafx Process 2009
  • Microsoft Office Applications including:
    • Access
    • Infopath
    • Project
    • Visio


  • Visual Basic.Net
  • SQL
  • HTML


I am confident that I can be a unique and energetic addition to a company that will take advantage of the knowledge I have gained from my education and work experience. I am eager to apply my skills in Information Technology, Business, Marketing, and Project Management.

Work experience

Jan 2010Present

Process Analyst

RBC Insurance
  • Establish Business Process Improvement and Re-engineering Standards and Practices for the PMO
  • Identify business process model repository framework
  • Build and maintain business process model repository of all current state processes in Insurance
  • Document new business processes or major business process changes within PMF projects in Insurance
  • Analyze business processes to seek opportunities to standardize similar processes across Insurance lines of business
  • Execute process improvement and re-engineering initiatives within Insurance
Jul 2007Jan 2010

Special Projects Analyst

JEVCO Insurance
  • Member of multiple project teams as a project analyst for Claims projects
  • Closely worked with the Claims Management team to provide accurate analysis and reporting to support business planning and improve operating targets
  • Responsible for administering, troubleshooting and resolving issues for the Claims Department CRM system
  • Created SQL queries, graphs and charts for ad hoc reports on claims data
  • Designed functional specifications and developed operations programs in Visual Basic.Net
Sep 2005Jul 2007

Technical Support Specialist

  • Inbound Kodak Mini-lab Helpdesk Representative providing business to business technical support to photo Mini-labs across North America
  • Subject Matter Expert for a several Mini-Lab machines, providing support for a technical assistance team of approximately 75 support agents
  • Responsible for developing and conducting training sessions for technical support agents
  • Troubleshooting areas include; computer network connectivity, diagnosing photo lab chemistry solutions and resolving machine error codes
  • Performed monthly Quality Assurance monitoring and evaluation for support agents
Mar 2004May 2005

Marketing Support Specialist

Engingeering.Com Inc.
  • Outbound Business to Business Marketing Representative specializing in engineering software and services
  • CRM Administrator, coordinating and training users for Siebel’s CRM OnDemand Release 7
  • Headed migration and implementation of department wide CRM System from the legacy CRM System (Siebel Upshot)
  • Responsibilities include managing and monitoring team’s marketing activity, creating comprehensive reports for management and clients
  • Developed marketing campaigns to generate leads for various engineering products and services


Sep 1999Jun 2004

Bachelor of Commerce

Ryerson University
  • Obtained Bachelor of Commerce Degree (June 2004)
  • Program: Information Technology Management
  • Major: Systems Development and Implementation
  • Minor: e-Business


Apr 2009Apr 2014


Project Management Insitute