Danny Norton

Redstamp Agency

Redstamp is a full-service marketing agency dedicated to helping our customers build their brands in whatever capacity they are looking for.  We are an extension of your team and we are proud to be part of it.  We do everything from brand conceptualization and design all the way to SEO and print campaigns. Our services are top-shelf, our work is top-quality, and our people are top-notch.

As a quick scaling business, we have grown from a team of 6  to a team of over 25 in just over a year.  Like any entrepreneurial business, we all wear many hats so we can make Redstamp the best it can be for our people.  

In parallel with the Strategic Account Manager role, I have been able to work in Operations and establish process in a variety of Departments so we could scale efficiently in a repeatable and sustainable way.

Operations
•	Work in conjunction with the Director of Client Services and Director of Project Management to ensure that all internal processes that impact client delivery are followed
•	Provides training to all new hires so there is consistency in service delivery to our clients 

IT
•	Implemented an ITIL focused Help Desk system to manage incoming Incidents and Purchase Requests from the team
•	Setup a Fleet Management system for our Mac OS environment so we could control device rollout
•	Established an IT Asset Management system to track the growing number of employee laptops and peripherals
•	Refined the IT procurement process so we can streamline the number of vendors we work with and implement an element of cost control
•	In conjunction with the People and Culture team, established an IT Account Onboarding workflow to simplify and standardize how new hires are setup

People and Culture (HR)
•	Optimized the hiring and onboarding process to allow for quick team growth
•	Managed the migration to a new HRIS system 
•	Established a Social Committee to encourage team particiaption and ideas to make Redstamp the best place to work

Director of Delivery & Operations

As the Strategic Account Manager at Redstamp, it is my role to ensure that your organization’s needs are met with the highest degree of customer service.  I am one part Account Manager and one part Project Manager.  This hybrid role allows for the utmost efficiency when kicking off projects with Redstamp.  I work for you and I love doing it!  

My vision is to provide consistent, high quality, and unwavering support to your team so that you receive the best possible experience when working with Redstamp.  Don't believe me?  Ask the wonderful partners I work with at the hottest SaaS and Tech Companies in the world like Clever, Imperva, and Vim.  I am here to be an advocate for your business so that we at Redstamp can deliver what you need, when you need it!

•	Work directly with clients to understand their business requirements and disseminate their needs to our Design, Development, and Marketing teams
•	Coordinate all activities of each project internally to ensure that delivery to our clients are on spec, on time, and on budget
•	Manage project financial lifecycle, including estimates, revenue forecasts, invoicing, payables, receivables
•	Create enhanced KPI's and metrics for our clients so there is full transparency between Redstamp and our Partners so key stakeholders know the health of projects at all times
•	Develop Project Management and Operational documentation to enhance the operational efficiencies within Redstamp

Strategic Account Manager

FYidoctors

FYidoctors is a young and exciting entrepreneurial company and is Canada’s fastest growing eye care provider.  FYi has grown in eight years to staff over 2000 employees in over 180 practice locations from coast-to-coast, including Home Offices in Delta, BC, Calgary, AB, and Quebec City, QC.

The IT Department consisted of 40 team members in multiple divisions spanning across the various Home Office locations.  The core IT divisions are End User Support (Help Desk), Infrastructure, Development, Business Analysis, and Project Management.  

After being promoted to the IT Support Manager for FYidoctors, I was tasked with ensuring that the Help Desk team adopted the appropriate support strategy to be aligned with the needs of the business.   Having completed the ITIL Foundations program, we began the implementation of many of the best practices in ITIL to allow for improved ticket handling and reporting across IT.

During my tenure, the Help Desk team grew to a total of 13 people; with nine team members in our Western Support Centre and four additional team members in our newly established Eastern Support Centre.

•	Implemented Problem Management, Request Fulfilment, Event Management while refining Incident Management across the IT Support Team
•	Implemented Root Cause Analysis to better understand the nature of business inquiries
•	Established a Service Catalogue to simplify the IT Procurement process and was responsible for IT purchases for the business
•	Partnered with a IT Asset Disposition vendor to ensure secure and confidential recycling and destruction of assets
•	Created strategy to support the implementation of an Eastern Support Centre using best practices that our team in Western Canada validated and practiced
•	Managed, supported, and coached both the local and remote Help Desk Teams
•	Developed and implemented operational level reporting across IT for Continual Service Improvement and strategic reporting for the Executive Team

IT Support Manager

When I joined the FYidoctors IT Team in 2012, the Help Desk was comprised of three team members and the overall IT Support process was in its infancy.  I was tasked with establishing process for the Help Desk team to allow us to continue to grow as our business acquired additional practices across Canada.  I led the initiative to refine our ticket logging procedures and implement a call queue so our customers could obtain the support they required with ease.  I quickly doubled our staffing requirements within the first year so the Help Desk could better support the business.      

•	Managed a team of six IT Help Desk Analysts that supported over 120 Optical Practices and 2500 calls/tickets a month (30000 a year)
•	Developed a strong team culture through collaboration by performing monthly one-on-one fireside chats, team huddles, and team roundtables to ensure correct process delivery
•	Established goals and objectives with the Help Desk Analysts and Help Desk Technicians and monitors performance to ensure goals are achieved
•	Established a robust four week training platform for new Help Desk staff to ensure they were onboarded successfully in order to support the business
•	Responsible for the Asset Management of the FYidoctors fleet of devices and ensured that assets were documented properly for financial purposes
•	Generated monthly performance metrics to confirm SLA's are being met and correct training procedures were implemented
•	Responded to issues and problems brought forward by the Help Desk Analysts and Help
Desk Technicians and ensured they were resolved in a timely manner with the high level of customer service possible
•	Answered questions from the Help Desk staff about systems issues, policies, and procedures and other general information
•	Ensured that Help Desk tickets were closed and the resolution was appropriately communicated to the user
•	Developed Help Desk policies and procedures and ensured that staff were bought in and complied

IT Support Team Lead

DocuPRO Designs (Contract Work)

**Contract Work**

After graduating from the Business Management Program at BCIT, I decided that  I wanted to do contract work in the areas of business I was most passionate about.  Those areas were the combination of IT and Marketing; both spaces of great creativity and outside of the box thinking.  I have been able to supplement my income by focusing on small projects for business contacts I have made over the years.  This keeps me interested and growing in other areas outside of my primary vocation.  It also keeps me hands on, as I grow my career in leadership and management.

•	Develop IT Strategy for businesses in a variety of fields
•	Troubleshoot IT issues, including PC/laptops, printers, hardware, and software
•	Created marketing materials including business cards, brochures, HTML eBrochures, pamphlets, letterhead, referral forms, folders, envelopes, invitations, and thank you cards
•	Designed, developed, tested, and implemented the Enterprise Paper Co. Ltd. website (http://www.enterprisepaper.com/)

Founder

Ickert Teaching Centre

In 2011, I  transitioned to work for the Ickert Teaching Centre, a dental implant training centre, in the role of Business Administration.  In this position, I was responsible for providing Customer Service and Sales Support for course participants wishing to register for an Ickert Teaching Centre course.  I also had the task of creating new systems for the teaching centre and training employees how to use these systems.  Two important accomplishments during my time at the Ickert Teaching Centre were the development and implementation of a dedicated website used to display the programs we offered and an online registration tool that allowed participants to sign up and pay for courses online. 

•	Led training sessions for course participants, including doctors and clinical staff, on Cone Beam 3D Imaging software
•	Responsible for creating web presence for the Ickert Teaching Centre
•	Converted Ickert Teaching Centre course registration process from paper and fax registrations to an online registration system

Business Administration

3View Imaging

After a few years working in my primary Systems Administration Manager role, I was asked to broaden the scope of my daily duties and take on a role in Operations at 3View Dental Imaging, where I was responsible for all business operations of the Imaging Centre.  This included A/R, Sales, Quality Control, and Administration.  I communicated directly with patients and referral offices to book patients for CBCT scans.  I trained doctors and staff from new and existing referral offices through remote login support, as well as on-site technical support, on how to utilize the 3D dental imaging software.  I also reached out to dental practices in the local area to make them aware of the services we offered, in order to grow our business. 

•	Increased 3View Imaging sales by 36% from 2010 to 2011
•	Managed projects with tight deadlines and delegated tasks to internal or external resources
•	Assisted in a wide variety of administrative and project coordination tasks, including creating general work policies and tracking systems
•	Createed job descriptions for open positions and post in appropriate classifieds

Operations

Ickert Dental Implant Centre

After I graduated from BCIT in 2008, I began my career working in the dental industry and was employed by Dr. Norman W. Ickert at Ickert Dental in Langley, BC.  Ickert Dental was comprised of three companies, Ickert Dental Implant Centre, Ickert Teaching Centre, and 3View Imaging, all of which I worked for.  This uniquely structured business gave me the opportunity to work in a variety of roles for four years.

As the Systems Administration Manager at the Ickert Dental Implant Centre, I was responsible for the maintenance of the IT infrastructure from a hardware and software level.  I was also part of the team that assisted in the implementation and installation of our Practice Management System across the estate when revisions and updates were rolled out by the vendor.

•	Maintained IT infrastructure and network on a hardware and software level
•	Troubleshoot IT issues, including PC/laptops, printers, hardware, and software
•	Provided regular hardware, software, and operating system updates 
•	Reported to management with IT recommendations and solutions
•	Communicated issues to management and inform them when each problem has been solved
•	Provided remote assistance when needed
•	Created technical training packages to teach staff and referral offices how to use software
•	Designed, developed, tested, and implemented websites for Ickert Dental Implant Centre and the Ickert Teaching Centre, including content creation
•	Created marketing materials including business cards, brochures, HTML eBrochures, pamphlets, letterhead, referral forms, folders, envelopes, invitations, and thank you cards

Systems Administration Manager

Aim-eDocs Imaging and Document Management Inc.

•	Developed streamlined processes for capturing paper documents into digital scanned format
•	Maintained quality control in the scanning process
•	Ran Kodak Capture Pro and high-volume Kodak scanners
•	Digitized paper documents for large scale insurance companies, legal firms, and healthcare practices

Consultant

Enterprise Paper Co Ltd

•	Supervised night shift warehouse staff
•	Directly served customers on a daily basis
•	Assisted Customer Service Representatives with challenging product concerns
•	Supported Sales Representatives in defining customer requirements to match to specific products
•	Picked orders, routed orders, loaded trucks with critical shipping deadlines

Shipping/Receiving

I've been working in Operations and IT for 15 years, and I love leveraging technology to make things easier and more efficient. I'm a great coach and leader, and I've helped build cohesive and collaborative teams.

I'm especially excited about the potential of AI to transform the way we work, and I'm always looking for new ways to use automation and workflows to drive business success.

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