Erin Heywood
About Erin Heywood
Erin Heywood is a Support Specialist based in Toronto, Ontario, Canada, with extensive experience in technical support and user onboarding. She has worked for several companies, including IBM and Workbrain Inc, and holds qualifications in Network and Internet Systems as well as Family and Infant support.
Current Role at Candex
Erin Heywood currently serves as a Support Specialist at Candex, a position she has held since 2024. In this role, she is responsible for managing customer queries through various channels, including ticketing systems, emails, live chat, and phone. Erin focuses on enhancing user adoption by onboarding new users to the systems, ensuring a smooth transition and effective use of the platform.
Previous Experience at IBM
Before her current role, Erin worked at IBM as a Technical Support Representative and Gold ESS Support from 2000 to 2003. During her three years in Toronto, Ontario, she gained valuable experience in technical support, which laid the foundation for her future roles in IT support and customer service.
Career at Workbrain Inc
Erin held the position of Helpdesk Manager in Global IT at Workbrain Inc from 2003 to 2007. Over four years, she managed helpdesk operations, contributing to the efficiency and effectiveness of IT support services within the organization.
Role at Fedica
From 2019 to 2024, Erin worked at Fedica as Help Desk Lead, where she was known for her versatility in a startup environment. Her responsibilities included overseeing helpdesk operations and addressing various administrative and HR tasks, demonstrating her ability to adapt to multiple roles.
Educational Background and Expertise
Erin studied Network and Internet Systems at Compu College from 1999 to 2000, achieving a NISS certification. Additionally, she pursued Family and Infant Support studies at ProDoula from 2016 to 2017, obtaining a PP&ICS certification. Her educational background supports her expertise in onboarding users and improving processes within customer support.