Megan McPhail

• Managed the complete Purchase Order process, including, PO creation, vendor confirmation, delivery date updates, and coordinated with Accounts Payable when needed.
• Maintain accurate purchasing system data to ensure correct product from the vendors and for our sales teams.
• Collaborated with vendors and logistics teams to optimize freight cost and delivery timelines.
• Prepared purchase orders using JDE, ensuring accurate data.
• Assisted sales managers in mitigating risks related to stock shortages and overstocks.
• Built and maintained strong vendor relationships to support consistent order fulfillment.

• Directed IT support operations across 4 locations for 300 end users, ensuring high-quality service delivery.
• Implemented new ticketing system, Service Desk Plus, reducing response times and improving user satisfaction.
• Managed IT asset lifecycle from procurement to deployment and disposal.
• Oversaw documentation and auditing of service desk processes for compliance and efficiency.
• Provided system upgrade and outage communications to stakeholders.
• Enhanced customer satisfaction with timely issue resolution and effective communication skills.

Implemented and maintained the following ITSM tools including:

• Zoho ManageEngine Suite (Desktop Central, ADManager, Service Desk Plus).
• CyberArk Identity for secure access management.

• Helped lead service desk support for 500+ users in 10 offices across Canada and USA, providing in-person, remote and on-call assistance.
• Adept at simplifying technical information and education non-technical end users.
• Service configuration of all office 365 applications including Exchange Online, SharePoint and Teams.
• Contributed to building a comprehensive knowledge base, enabling users to quickly resolve issues independently.
• Monitored and configured SonicWall Firewalls, Ruckus Wi-Fi Network, Panasonic CCTV

• Ensured full readiness and functionality of all technology systems for game time operations across two PanAm sporting event locations, including A/V, network infrastructure, and event-specific tech.
• Maintained and updated venue technology systems to keep them secure, efficient, and up to date.
• Collaborated with event planning and operations teams to align technology solutions with event requirements.
• Led a team of 15 IT support volunteers and kept tech operations running smoothly across multiple PanAm Games venues during two weeks of events.