Hi, I’m
Pascal Cayer
Sherbrooke,Québec
Summary
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, highly motivated in a fast pace environment. Client focused and ready to reach new heights to solve any situation.
Overview
23
years of professional experience
1
Certification
3
years of post-secondary education
2
Languages
Work History
Fortune 1000Québec, Qc
IT Customer services
02.2002 - 01.2004
Job overview
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
Service Micro BureautiqueQuébec, Qc
Network Technician
11.2001 - 01.2004
Job overview
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Analyzed and defined network requirements, optimization and support for small and medium projects.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Supported users both local and by phone with problem resolution and education.
DesjardinsMontreal, QC
ServiceNow ITAM Vendor Management SME
11.2022 - Current
Job overview
- Coordinated with other departments to ensure efficient operations within the vendor management team.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Oversaw implementation of ServiceNow to improve workflows and reduce turnaround times.
- Identified areas of improvement in operational processes and procedures within the vendor management team.
- Implemented departmental compliance with established standards and sought out improvement opportunities.
- Identified needs of customers promptly and efficiently.
DejardinsMontreal, QC
Vendor Management Specialist
11.2020 - 11.2022
Job overview
- Conducted vendor performance reviews, analyzed data and developed strategies for improvement.
- Monitored vendor compliance with contractual obligations, including quality assurance standards.
- Established procedures for the selection and evaluation of new vendors.
- Assisted in developing policies, processes and procedures related to vendor management.
- Managed day-to-day operational activities related to vendors and suppliers.
- Resolved conflicts arising from service level agreement issues or other disputes with suppliers.
- Provided training to staff on best practices related to vendor management.
- Updated records, processed documentation and prepared timely and accurate reports.
- Filed and maintained vendor records in accordance with established guidelines.
David Murphy et CieMagog, QC
Content Management Coordinator, Music
06.2020 - 11.2020
Job overview
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Prepared monthly reports detailing royalties earned by each publisher or author.
- Researched discrepancies between expected and actual royalty payments.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Translated raw data into meaningful information using statistical techniques.
- Developed database objects such as tables, queries, forms and reports using Microsoft Access.
DealerFxSherbrooke, QC
Client Success Consultant
03.2017 - 01.2020
Job overview
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strong communication and organizational skills through working on group projects.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
CDK Global, ADP Dealer ServicesSherbrooke, QC
Remote Implementation Specialist
03.2013 - 02.2017
Job overview
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Documented specialized data and requirements to address business demands.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Trained customer on their new solution(Dealer managemement System, DMS) and provided technical assistance over phone.
- Cultivated relationships with sales team to support and supply corrective actions.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
CDK Global, ADP Dealer ServicesSherbrooke, QC
Implementation Consultant
03.2010 - 03.2013
Job overview
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Evaluated implementation personnel training procedures, taking customer feedback and overall Parts and Service performance metrics into account when designing future training guidelines.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
- Conducted onsite training with the Parts and Service Departments
IntactMontreal, QC
Internal IT Analyst
07.2009 - 03.2010
Job overview
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
- Educated stakeholders on internal best pratices
- Reviewed technical work of consultants and third-party support providers.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.
GardaWorld SecurityMontreal, QC
Supervisor of Operations
02.2008 - 03.2009
Job overview
- Cultivated interpersonal skills by building positive relationships with others.
- Strengthened communication skills through regular interactions with others.
- Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations.
- Planned and established transportation routes, work schedules and operator assignments.
- Verified that drivers transported loads safely and complied with local and federal laws
- Managed routing, driver supervision and DOT compliance.
CGI TechnologiesMontreal, Qc
IT consultant, Desjardins ATM
06.2004 - 01.2008
Job overview
- Documented changes and actions in computer-based tracking system.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Evaluated systems according to predetermined checklist and noted issues.
- Demonstrated increased knowledge of company products and equipment.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Trained customer employees and managers on machine use and maintenance.
- Facilitated maintenance team training procedures to align with company standards.
Tembec Forest Products GroupSt-Raymond, QC
Network Administrator
01.2001 - 11.2001
Job overview
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Introduced management tools to create and manage virtual server computing environment.
- Planned annual budgets to fund IT projects and control spending.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Backed up company data to distributed storage centers to avoid massive data loss.
Education
HEC MontréalMontreal, QC
Certicate from Business Management
07.2014 - 05.2017
Institut D'Informatique Du QuébecQuébec
High School Diploma
05-1999
Skills
- Strong analytical skills
- Stakeholder Management
- Research and Development
- Training and mentoring
- Task Prioritization
- Analytical Skills
- Team Collaboration
- Active Listening
- Reliability
- Adaptability
- Idea Development and Brainstorming
- Continuous Improvement
- Problem-Solving
Certification
- ITIL Foundations, Axelos
- GOPO, Alythia
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
ServiceNow
Microsoft 365
Atlassian Suite - Jira - Confluence
MS Sharepoint
MS Visio
Timeline
ServiceNow ITAM Vendor Management SME
Desjardins
11.2022 - Current
Vendor Management Specialist
Dejardins
11.2020 - 11.2022
Content Management Coordinator, Music
David Murphy et Cie
06.2020 - 11.2020
Client Success Consultant
DealerFx
03.2017 - 01.2020
HEC Montréal
Certicate from Business Management
07.2014 - 05.2017
Remote Implementation Specialist
CDK Global, ADP Dealer Services
03.2013 - 02.2017
Implementation Consultant
CDK Global, ADP Dealer Services
03.2010 - 03.2013
Internal IT Analyst
Intact
07.2009 - 03.2010
Supervisor of Operations
GardaWorld Security
02.2008 - 03.2009
IT consultant, Desjardins ATM
CGI Technologies
06.2004 - 01.2008
IT Customer services
Fortune 1000
02.2002 - 01.2004
Network Technician
Service Micro Bureautique
11.2001 - 01.2004
Network Administrator
Tembec Forest Products Group
01.2001 - 11.2001
Institut D'Informatique Du Québec
High School Diploma
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