Eric Gordon
Toronto,ON
Summary
Proven Leadership | IT Operations Oversight | Desktop Support Relationship Management | Communications | Team Leadership | Strategic Vision Accomplished, motivated, and bold leader with experience and education in IT project management, strategic planning, critical thinking, innovative solutions, and multifaced collaboration in fast paced environments. Expert at defining vision, developing strategies, and driving continuous improvement. Career track includes contribution to high-performance work culture with a demonstrated ability to partner throughout all levels of the organization. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Skilled [Type] Specialist focused on maximizing [Description] success through effective use of [Skill], [Skill] and [Skill] abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
19
19
years of professional experience
Work History
Specialist IT Operations
Ontario Health Network
2023.12 - Current
- On boarding and replacement specialist
- Asset tracking for new and existing hardware/software. Over 200 devices/week
- Strong relations built with clients by understanding their needs
- Main resource for VIP's and above
- Proficient with AV concerns
- Making sure all meetings are confirmed and needed access is present
- Lead for IT organization changes/projects.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed strong client relationships through consistent communication and attentive service.
- Devised and implemented processes and procedures to streamline operations.
Team Lead
PART SOURCE
2023.06 - 2023.12
- Train and mentor talented and diverse team to maintain transparent operations
- Ensure all bank deposits are made, including balancing with daily documentation
- Work directly with third party vendors and contractors to place comprehensive orders
- Negotiate contracts with wide variety of clients per company regulations and best practices
- Reduced payroll by 20% through implementing new processes and procedures
- Collaborated with high functioning team to streamline consistent communications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Mobility Specialist
SALESFORCE
2021.01 - 2022.01
- Ensured proper oversight of all incoming and outgoing inventory as needed
- Provided world class support, troubleshooting issues and concerns until resolution
- Provided monthly upgrades as needed with 200+ on average
- Delegated workload and confirmed with staff on ticket updates and progress
- Successfully completed 1K+ new devices within multiple projects.
- Consulted with and delivered high level of support to parents, caregivers and teachers.
- Provided technical support for clients experiencing difficulties with their mobile devices, troubleshooting issues quickly and effectively.
IT Support Analyst
SPIN MASTER
2019.01 - 2021.01
- Served as liaison and first point of contact for senior leadership and C-suite executives ensuring all technical assets worked per specifications
- Ordered equipment for onboarding and offboarding of talented team
- Managed lunch and learn sessions for 3K+ staff members
- Created and implemented technical documentation and knowledge warehouse
- Oversaw implementation of asset management projects as needed
- Implemented virtual service desk to assist with COVID-19 pandemic.
- Demonstrated leadership skills in managing projects from concept to completion.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
Team Lead Support Analyst
HAVENTREE BANK
2018.01 - 2019.01
- Provided comprehensive technical documentation to 300+ staff members
- Provided new solutions with audit reporting for senior leadership to sign off on audits
- Onboarded 300+ new staff to maintain transparent operations
- Migrated applications from ServiceDesk to Jira
- Worked directly with third party contractors and vendors on multiple projects
- Authored and edited 500+ processes and procedures as needed.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Team Lead / Support Analyst III Tier2
SYMCOR
2005.01 - 2015.01
- Drove comprehensive 24/7 support for 10+ production sites on a national basis
- Created 300+ documents to maintain strong communications
- Utilized proven and demonstrated knowledge of field to resolve training and troubleshoot issues
- Trained and mentored 30+ Tier 1 operations and production staff on changes to processes.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
Education
Associate of Arts - Business Analysis And Process Management
University of Toronto
Toronto, ON04.2001
Skills
- Desktop Support
- Collaborative Team Building
- Project Management
- Relationship Management
- Training / Mentoring
- Creative Problem Solving
- Cost Efficiencies
- Data Analysis
- Application Management
- Supply Management
- Project Planning
- Documentation Management
- System installations
Websites
Languages
English
Full Professional
Affiliations
- Mason lodge 696
- Royal Canadian Legion Bay Ridges 606
Timeline
Specialist IT Operations
Ontario Health Network
2023.12 - Current
Team Lead
PART SOURCE
2023.06 - 2023.12
Mobility Specialist
SALESFORCE
2021.01 - 2022.01
IT Support Analyst
SPIN MASTER
2019.01 - 2021.01
Team Lead Support Analyst
HAVENTREE BANK
2018.01 - 2019.01
Team Lead / Support Analyst III Tier2
SYMCOR
2005.01 - 2015.01
Associate of Arts - Business Analysis And Process Management
University of Toronto
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