Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
Generic
Graham Taylor

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
Graham Taylor