Summary
Overview
Work History
Education
Skills
Additional Projects Skills
Certification
References
Education Certifications
Core Skills
References
Timeline
Generic

Jesse Craig

Edmonton,Canada

Summary

Dynamic Deployment Specialist with extensive experience at Intuit Canada and Riva International, excelling in Salesforce integration and technical documentation. Proven track record in leading enterprise-level projects and enhancing client training. Adept at problem-solving and fostering strong customer relations, ensuring seamless operations for over 40,000 users across diverse environments.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Deployment / OPS / Enterprise Specialist

Riva International
Edmonton, Canada
07.2014 - 07.2025
  • Led deployment of Riva On-Premise and Insight for enterprise clients (up to 40,000 users) across Dev, QA, UAT, and Production environments.
  • Provided Tier 3/4 support and on-call coverage for enterprise clients and internal staff.
  • Supported Riva Cloud Operations; assisted in integration with Salesforce and Exchange/IBM Notes.
  • Delivered training sessions and created technical documentation for clients and internal teams.
  • Participated in custom CRM integration and project planning with enterprise partners.

Service Desk Analyst 2 (Team Lead)

Intuit Canada
Edmonton, Canada
11.2008 - 04.2013
  • Managed support for 300+ users including remote staff; oversaw hardware/software procurement.
  • Led yearly hardware refresh projects and negotiated with vendors to optimize costs.
  • Documented and trained peers on LANDesk imaging and deployment tools.
  • Supported complex AV systems and PCI compliance audits.
  • Enhanced office IT operations through asset management and remote employee equipment standardization.

QA Analyst

Intuit Canada
Edmonton, Canada
04.2007 - 11.2008
  • Developed database automation testing scripts (Sybase) to improve migration QA accuracy.
  • Conducted manual and automated testing (Silk) for major releases including tax table and UTM.
  • Created test scenarios and documentation for new feature validation.

Tier 2 Technical Support Representative

Intuit Canada
Edmonton, Canada
02.2007 - 04.2007
  • Provided high-level QuickBooks support for ProAdvisors and internal Tier 1 reps.
  • Diagnosed data file corruption, install issues, and payroll/accounting challenges.

Helpdesk Support – IBM (Fluor Project)

IBM
Edmonton, Canada
08.2006 - 01.2007
  • Supported 500+ enterprise applications for global engineering client (Fluor).
  • Managed tickets, escalations, and documentation under high-pressure situations.

Technical Support Representative

Intuit Canada
Edmonton, Canada
10.2005 - 06.2006
  • Handled Tier 1 QuickBooks support for U.S. clients.
  • Promoted to 'Direct to Tech' team due to high performance.

Education

Salesforce Administrator Certification -

Salesforce
09.2025

Digital Media and IT (DMIT) -

NAIT
Edmonton, AB
09.2025

BSc/Education - Physics & Math

Red Deer College
01.2003

Salesforce App Builder Certification -

Skills

  • Salesforce and Microsoft Dynamics
  • IBM Notes
  • Active Directory and Exchange
  • Azure and Office 365 administration
  • Windows and MacOS
  • Great Plains and Oracle
  • C# and HTML
  • PowerShell scripting
  • Deployment planning
  • Client training and support
  • Technical documentation
  • AV/VC setup
  • Hardware procurement
  • Salesforce administration
  • Database testing
  • Integration support
  • Team leadership
  • Analytical thinking
  • Proficient in Linux
  • Root-cause analysis
  • Technical troubleshooting
  • Problem-solving abilities
  • Quality assurance testing
  • Customer relations
  • Expert in integration software
  • Technical communication

Additional Projects Skills

  • Wrote PowerShell scripts for live client deployments (in production use).
  • Assisted in custom Salesforce object creation and workflow integration.
  • Supported complex AV and video conference setups for corporate events.

Certification

  • Salesforce Admin Certification, in progress
  • NAIT DMIT, in progress

References

Available upon request.

Education Certifications

  • Salesforce Administrator Certification, In Progress
  • Salesforce App Builder Certification, Planned
  • Digital Media and IT (DMIT), NAIT, Current Student, 3.8
  • BSc/Education (Physics & Math), Red Deer College, 01/01/01, 01/01/03
  • Computer Science Courses, Red Deer College

Core Skills

Salesforce, Microsoft Dynamics, Riva, Active Directory, Exchange (including 365), Azure, LANDesk, IBM Notes, Windows (Client & Server), macOS, Office Suite, Great Plains, Oracle, Lotus Notes, PowerShell, C#, HTML, Deployment Planning, Client Training, Technical Documentation, AV/VC Setup, Hardware Procurement, PCI Compliance, QA Testing

References

References available upon request.

Timeline

Deployment / OPS / Enterprise Specialist

Riva International
07.2014 - 07.2025

Service Desk Analyst 2 (Team Lead)

Intuit Canada
11.2008 - 04.2013

QA Analyst

Intuit Canada
04.2007 - 11.2008

Tier 2 Technical Support Representative

Intuit Canada
02.2007 - 04.2007

Helpdesk Support – IBM (Fluor Project)

IBM
08.2006 - 01.2007

Technical Support Representative

Intuit Canada
10.2005 - 06.2006

Salesforce Administrator Certification -

Salesforce

Digital Media and IT (DMIT) -

NAIT

BSc/Education - Physics & Math

Red Deer College

Salesforce App Builder Certification -

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Jesse Craig