Graham Taylor
Calgary,Canada
Summary
Seeking a long-term career opportunity where a high level of commitment, enthusiasm, and effective communication can be immediately applied to drive data-informed strategies, optimize commercial performance, and foster strong, cross-functional partnerships.
Overview
20
20
years of professional experience
Work History
Senior Technical Support Specialist II
Benevity Inc
Calgary, Alberta
01.2019 - Current
- Managed end-to-end delivery of complex, time-sensitive data reports for executive decision-making.
- Served as primary contact for custom reporting requests, overseeing full lifecycle from scoping to delivery.
- Designed and maintained robust reporting infrastructure using Jaspersoft and Google Looker for interactive dashboards.
- Created reports to communicate findings and recommendations to stakeholders.
- Established standardized intake process for reporting requests, enhancing communication and turnaround time.
- Implemented rigorous quality assurance processes to ensure accurate and timely delivery of business intelligence.
- Collaborated with cross-functional teams to define reporting needs and align project objectives with business goals.
- Coordinated workflows across teams to ensure seamless production of reports meeting client specifications.
- Continuously ranked as a top performer in resolving reporting requests and client satisfaction, while mentoring new team members effectively.
- Analyzed large datasets to identify trends and insights for business decisions.
- Trained new team members on best practices in data analysis and reporting techniques.
Relationship Coordinator
Benevity Inc
01.2018 - 01.2019
- Drove client satisfaction through proactive communication with internal teams and clients to anticipate needs.
- Collaborated with internal teams to facilitate seamless cross-functional interactions and support.
- Identified and resolved critical data and platform issues promptly to maintain operational efficiency.
- Developed and delivered targeted training sessions on program usage and reporting tools, enhancing user proficiency.
- Responded promptly to customer inquiries regarding product features or services offered.
- Implemented processes and procedures that improved efficiency in delivering services.
- Coordinated and maintained client relationships through timely communication.
- Organized and facilitated meetings with clients to review progress on projects.
Software Specialist
Avanti Software
01.2016 - 01.2017
- Provided technical assistance to clients for inquiries and issues.
- Created incidents and service requests for customer support.
- Diagnosed and resolved problems with computer systems and related technologies.
- Followed up with customers to confirm complete resolution of issues.
- Responded to inquiries via email and telephone.
- Generated reports to identify common complaints and system failures.
- Installed or modified software to rectify system issues.
- Supported clients in payroll, HR, and time collection software services.
Information Technology Specialist
University of Calgary
01.2010 - 01.2016
- Provided multi-channel support (email, phone, chat) to address and resolve user queries
- Delivered technical assistance, diagnosing system errors and network/computer system issues
- Categorized incidents by service and category, and created service requests on behalf of clients
- Prioritized incident resolution based on impact and urgency, managing service requests to ensure timely responses and client updates
- Investigated and diagnosed incidents, researched solutions, and documented findings in IT Service Management tools
- Installed or modified software and remotely accessed hardware/software to resolve client issues
- Conducted follow-ups with customers to confirm issue resolution and gather feedback to improve training methods
- Trained team members and escalated complex issues to higher-level support groups
- Supported the rollout of new university-wide software applications
Purchasing & Receiving Generalist
Telvent
01.2006 - 01.2008
- Provided comprehensive customer service support for shipping logistics to internal customers and vendors
- Managed domestic and international shipping processes, including obtaining price quotes and delivering cost-tracking reports to project teams and stakeholders.
- Handled all inquiries related to project shipping and receiving, including computer software for multiple projects.
- Maintained database records for shipping and receiving logistics.
- Itemized and tracked hardware shipments for project teams, utilizing both domestic and international documentation.
- Oversaw inter-office mail and equipment deliveries to employees and project teams
Education
Bachelor of Business Administration -
Lethbridge College
01.2010
Master of Real Estate Development -
University of Calgary
Skills
- Analytical and data-driven skills
- Interpersonal communication
- Time management and organization
- Self-motivation
- Client support and service
- Team collaboration
- Conflict resolution strategies
- Leadership and mentorship
- Adaptability and flexibility
- Data analysis and diagnostics
- Technical writing and documentation
- Editing for clarity and accuracy
Hobbies and Interests
- Active in men's recreational hockey leagues, golfing, and hiking
- Avid pet owner
- Aspiring Chef
- Music and movie enthusiast
- Enjoying the beauty of nature
References
References available upon request.
Timeline
Senior Technical Support Specialist II
Benevity Inc
01.2019 - Current
Relationship Coordinator
Benevity Inc
01.2018 - 01.2019
Software Specialist
Avanti Software
01.2016 - 01.2017
Information Technology Specialist
University of Calgary
01.2010 - 01.2016
Purchasing & Receiving Generalist
Telvent
01.2006 - 01.2008
Bachelor of Business Administration -
Lethbridge College
Master of Real Estate Development -
University of Calgary