Gregory Robellard
Oromocto,N.B.
Summary
An Experienced Leader with approximately 10 years in IT and support. A Technical Trainer with 5+ years in hosting administration and end-user training sessions (10-100+ participants), while also serving as Technical Mentor for on-boarding team members. A Confident Communicator with a strong record of escalation resolution.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Implementation Specialist
Bay-State Telecom
2025.11 - Current
- Lead Implementations: identifying technical requirements and working with new clients to deliver new ACO and RingCentral accounts (an extension of my previous role).
- Support Post-Go-Live: supporting clients from delivery to post-go-live, providing after-the-fact training and everyday support changes where applicable.
- Evaluate Billable And Non-Billable: determining business expenses as relates to implementations, ranging from hardware costs to license upgrading, to move/add/change request costs.
- Designing and Building a Web Presence: re-designing via Wordpress the company website, including CRM and other SaaS integration (Hubspot).
Implementation Specialist
Innovatia, Inc.
2021.06 - 2025.10
- Lead SaaS Implementation Projects: migrating businesses from legacy telephony to Avaya Cloud Office by RingCentral (ACO).
- Conducted Internal and External Training: delivering administration and end-user training for groups ranging from 10-100+ participants (including executives and company administrators), as well as hosting internal Lunch-and-Learn sessions.
- Served as a Subject-Matter-Expert (SME): intervening in colleagues' projects for escalation resolution or mentoring where appropriate.
- Supported and Troubleshot Product Challenges: analyzing and determining root cause and solution, across both my own and my entire team's projects.
- Organized Across Office 365 and CRMs: utilizing the Office 365 Suite to centralize knowledge base information (e.g. Excel and SharePoint), as well as client info across ServiceNow and Mavenlink for CRM.
Customer Service Representative
Randstad
2018.10 - 2023.10
- Treated General Inquiries: handled general customer inquiries via phone and email for Bell Canada/ANBL
- Resolved Client Challenges: comprehensively documented and escalated ownership to the second and third tier of support.
- Instructed and Educated: provided technical and conceptual training to customers and colleagues.
Technical Analyst
Innovatia, Inc.
2010.01 - 2012.01
- On-site Engineer Assistance: support for a legacy telephony IVR system, Avaya MPS.
- Remote Client Support: Assisted companies via remote support (LMI) sessions into both server and end-points.
Tier 2 Technical Support
Xplornet
2009.01 - 2010.01
- Tier 2 Escalations: Operated as elevated support for a satellite and fixed-wireless ISP, troubleshooting connectivity and networking.
- Documentation and Ticketing: Provided CRM updates to ServiceNow, and assisted in maintaining a public-facing technical knowledge base.
Tier 1 Technical Support
Skillsoft
2008.01 - 2009.01
- Learning Management System (LMS) Support: Worked as Tier 1 support for students and staff across Skillsoft's LMS, typically including user access challenges and browser/PC troubleshooting.
- CRM Ticketing System: Worked via pooled support tickets and queue-based routing .
Education
Bachelor of Arts -
St. Thomas University
Fredericton, NB2018-01
Information Systems Administrator - undefined
Eastern College
Fredericton, NB2008-01
Skills
- Leadership and Client Management
- Microsoft Office 365
- Hubspot CRM
- Salesforce CRM
LANGUAGES
English
Native or Bilingual
Certification
- CompTIA A+ (Legacy)
- CompTIA Network+ (Legacy)
- CompTIA Convergence+ (Legacy)
- Microsoft MCP (Legacy)
Timeline
Implementation Specialist
Bay-State Telecom
2025.11 - Current
Implementation Specialist
Innovatia, Inc.
2021.06 - 2025.10
Customer Service Representative
Randstad
2018.10 - 2023.10
Technical Analyst
Innovatia, Inc.
2010.01 - 2012.01
Tier 2 Technical Support
Xplornet
2009.01 - 2010.01
Tier 1 Technical Support
Skillsoft
2008.01 - 2009.01
Information Systems Administrator - undefined
Eastern College
Bachelor of Arts -
St. Thomas University