Riverview, New Brunswick, Canada
I'm an Applications Administrator with 8+ years of experience optimizing enterprise systems, streamlining IT service management, and enhancing user support across education and corporate environments. At Yorkville University, I was instrumental in maintaining a legacy Moodle LMS that supported the university’s primary academic delivery—ensuring system stability and uninterrupted service for thousands of users despite outdated infrastructure. I also led efforts in workflow optimization, including a Freshservice automation that reduced manual routing by over 80%, cutting response times and exposing critical process bottlenecks. I thrive at the intersection of technology and people, where aligning digital tools with business needs is key. My work has spanned across teams like HR, Facilities, and Operations, translating technical systems into practical, user-focused outcomes. Strengths: Service automation and ticketing system administration (Freshservice, Freshdesk) LMS support and lifecycle management (Moodle) Onboarding/offboarding workflows Cross-functional collaboration Analytics for SLA performance and continuous improvement Whether it’s reducing manual workload, stabilizing critical platforms, or enhancing team collaboration, I bring a results-driven mindset and hands-on execution that consistently delivers measurable gains in efficiency, reliability, and user experience Let’s connect if you’re looking to modernize IT processes, drive automation, or improve system performance across your organization.
Owned administration and improvement of enterprise platforms including Freshservice, Moodle LMS, AppSpace, Sonia, Wrike, and Calendly. Delivered cross-functional automation and aligned digital tools to business goals while maintaining operational excellence in ITSM processes. 💼 Responsibilities & Contributions: Maintained and stabilized Moodle LMS for 10,000+ academic sessions, supporting legacy continuity Led IT onboarding workflows and lifecycle automations for 5,000+ staff and students Integrated AppSpace with Freshservice to launch a hybrid work desk booking system Designed SLA dashboards, routing rules, approval workflows, and ticket lifecycle logic in Freshservice 🏆 Key Achievements: 🛠 Reduced manual workload by over 80% through Freshservice routing automation 📈 Boosted SLA compliance by 25% with dashboarding and automated escalations 🔄 Cut ticket escalation time by 30% by reworking Freshservice group and workflow logic 📚 Authored 25+ SOPs, KBs, and adoption guides, cutting technician onboarding time by 40% 🤝 Reduced onboarding handoff delays by 40% through IT-HR collaboration 💬 Maintained 95%+ satisfaction score during major transitions (incl. M365 migration) 🚀 Promoted to lead Tier 1 operations in 2021, mentoring techs and overseeing ticket assignment 🎓 Supported Admissions onboarding for 1,000+ students, ensuring smooth start-of-term access
Temporarily seconded to the Enterprise Project Management Office to support digital transformation initiatives and platform launches. Acted as the bridge between IT, business users, and project stakeholders to ensure system rollouts were smooth, scalable, and aligned with frontline needs. 💼 Responsibilities & Contributions: Supported planning, UAT testing, and deployment of new platforms across departments Assisted in configuring systems, building permission models, and validating data integrity Balanced PMO duties with ITSM operations including ticket routing, lifecycle automation, and access workflows Created training guides, launch documentation, and non-technical onboarding materials 🏆 Key Achievements: 🔧 Supported the successful implementation of 3+ enterprise platforms (e.g., AppSpace, Calendly, Freshchat) 📑 Documented access models and configurations for 1,000+ users 🧠 Served as subject-matter liaison for Freshservice and Microsoft 365 adoption projects 💬 Recognized by leadership for advocating realistic rollout timelines based on IT capacity 📘 Authored training materials that cut onboarding time by 40% for new users
Promoted to full-time based on performance and reliability during large-scale system transitions. Took on expanded responsibilities for Tier 1 support, access provisioning, and onboarding coordination across departments. 💼 Responsibilities & Contributions: Provided daily support to 300+ users across Windows-based systems, account workflows, and hardware Imaged, configured, and deployed endpoint devices for new hires and lab refreshes Managed onboarding/offboarding tickets in alignment with HR workflows and access policies Assisted with print queue management, shared drives, and campus infrastructure maintenance 🏆 Key Achievements: 🎓 Supported successful access setup for 1,000+ new students during back-to-back enrollment cycles 📚 Developed internal SOPs and shared documentation to improve consistency and first-call resolution 🛠 Reduced ticket escalation volume by implementing better categorization and response templates 💬 Recognized for clear, empathetic communication with users across technical experience levels