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
Remote (Part-Time)
11.2025 - 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.
Remote (Full-Time)
06.2021 - 10.2025
- 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
Remote (Full-time Then Part-time)
10.2018 - 10.2023
- 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.
Remote (2 Years: Full-time)
01.2010 - 01.2012
- 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
Fredericton, NB (1 Year: Full-time)
01.2009 - 01.2010
- 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
Fredericton, NB (1 Year: Full-time)
01.2008 - 01.2009
- 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, NB01-2018
Information Systems Administrator - undefined
Eastern College
Fredericton, NB01-2008
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
11.2025 - Current
Implementation Specialist
Innovatia, Inc.
06.2021 - 10.2025
Customer Service Representative
Randstad
10.2018 - 10.2023
Technical Analyst
Innovatia, Inc.
01.2010 - 01.2012
Tier 2 Technical Support
Xplornet
01.2009 - 01.2010
Tier 1 Technical Support
Skillsoft
01.2008 - 01.2009
Information Systems Administrator - undefined
Eastern College
Bachelor of Arts -
St. Thomas University