Jonathan Brooks
Experience
My professional trajectory has been defined by a readiness to engage with complex, "outside-the-box" human and operational systems. I bring a deliberate, analytical approach to every challenge, ensuring that my contributions are not just smart, but meaningful and sustainable. I look forward to exploring how my expertise in human dynamics and strategic oversight can support your business and your clients.
Experience
Audacia Bioscience
Chief Operations Officer
May 2019 - Jan 2022
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Led day-to-day operations of the company, managing a $1 million budget. Formulated and executed comprehensive business strategies, plans, and procedures, evaluating performance through data analysis and metric interpretation, presenting concise reports to the CEO on critical matters.
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Strategically shifted the company's focus from cannabis research to COVID-19 testing and manufacturing, achieving a remarkable $250,000 in gross revenue within the inaugural quarter of operations. Established and managed accounting and payroll functions, ensuring seamless reconciliation of books and successful bi-weekly payroll execution.
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Developed specification sheets and quality control workflows for a highly successful manufacturing run of COVID-19 Antibody tests. Facilitated document control and creation for submissions to Health Canada, demonstrating regulatory compliance.
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Pioneered a turn-key website payment and booking solution, enabling prepayment and secure customer booking for COVID testing. Orchestrated a dynamic marketing strategy to enhance visibility and generate traffic for the new COVID-19 travel testing program.
APPS AND WEB DEVELOPMENT
Broccoli /COVID Assessment
Our app Broccoli was initially designed as clinical capture tool for cannabis use. Once the pivot was necessary, we repurposed the Broccoli architecture into a free COVID-19 assessment tool. By utilizing branched logic, we provided users with risk assessments for transmission, illness severity, and anxiety levels. The app secured over 1,500 downloads and 20,000 responses before the market reached saturation with government-led initiatives.
VCT and VCTFast - Virtual Clinical Trial
This tool was adapted from our original dosage software. It was successfully utilized by Henry Ford Hospital to conduct early-stage evaluations of antibody testing protocols, demonstrating the platform’s technical versatility.
MyPass, OnePass, WePass
We developed a series of vaccine passport prototypes prior to provincial rollouts. While these were not brought to market following government intervention, each project underwent full development cycles to ensure rigorous testing and high-fidelity builds.
MyTravelTool
Originally an internal certificate generator, I identified a B2B opportunity to franchise this tool to pharmacies and clinics during the peak of travel testing. This web app automated the generation of secure, factually consistent travel certificates through strict login controls, allowing medical staff to manage high-volume data without increasing their clinical workload. This was deployed across several providers, including TLC Labs and IDA Pharmacies.
COVID TEST DEVELOPMENT
Antibody Test
We pursued FDA Emergency Use Authorization for a proprietary antibody test, navigating a strictly Canadian supply chain to mitigate border disruptions. I authored the technical specification sheets for contract manufacturing and established the quality control protocols. Though the FDA timeline outpaced production viability, I successfully oversaw a flawless 20,000-unit production run based on these frameworks.
Antigen Test
Leveraging our established supply chain, we modified our manufacturing specs for antigen tests and initiated the Health Canada approval process. We withdrew the application once the provincial government moved to a free-distribution model, shifting our focus to direct testing services.
COVID Testing Operations
Partnering with IDA Pharmacies and Medical Laboratories of Windsor, we established a commercial testing infrastructure. I launched an integrated booking and payment platform supported by a targeted digital marketing strategy. We scaled rapidly to four locations, generating nearly $300k in gross revenue within the first quarter. Our success was driven by a high-quality, internationally recognized certificate that allowed us to capture a significant niche in the travel testing market.
The Good Greek Bakery
Owner and General Operations Manager
Jan 2013 - May 2019
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Established, owned, and managed a distinctive niche-market bakery specializing in authentic Greek desserts and foods. Achieved consistent year-over-year growth, increasing net profit by $14,000 annually throughout the entire operational period.
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Successfully conceptualized, designed, packaged, and secured placement of products in retail stores across Southwestern Ontario. Maintained comprehensive oversight of all business facets, including purchasing, sales, marketing, and IT.
Founded as a grassroots venture, The Good Greek Bakery was built entirely without external investment, intrinsic capital, or debt. By prioritizing lean operations and organic growth, the business achieved profitability within its inaugural year, providing a foundation for sustainable expansion and the exploration of diverse revenue streams.
To mitigate financial risk during the first five years, we utilized a "ghost kitchen" model, leasing commercial facilities during off-peak hours rather than committing to heavy capital expenditures. All branding, graphic design, and marketing strategies were executed in-house, ensuring a high-impact identity with minimal overhead.
The initial surplus was strategically reinvested into targeted marketing and enhanced point-of-sale visibility, which accelerated sales and local exposure. This increased brand equity allowed us to pivot toward wholesale opportunities; we successfully developed long-shelf-life products for local retailers, eventually expanding our catalog into specialized frozen foods and "ready-to-bake" product lines across Southwestern Ontario.
Sutherland Global Services
Operations / Team Manager
Feb 2007 - Oct 2013
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Oversaw recruitment, training, and management of personnel, implemented quality assurance programs, and strategized process enhancements in a dynamic contact center environment. Procured materials, ensured compliance, and collaborated with RIM Blackberry to revamp their quality assurance program, elevating the overall customer experience.
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Managed diverse programs for prominent entities such as RIM, HP, AT&T, Support Soft, and Symantec. Expertly handled reporting responsibilities, including stack ranks, commissions, scheduling, shift bids, and forensic metric analysis.
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Coordinated scheduling, projected budgets, and labor costs, demonstrating adept financial acumen. Addressed technical, HR, and logistical challenges related to call center metrics and drivers, ensuring seamless operations.
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Engaged with clients to execute customized projects, demonstrating versatility. Resolved billing issues, authorized and processed adjustments, and conducted follow-ups with customers to ensure a positive and satisfactory experience.
Sutherland provided a high-intensity environment where I led diverse teams of 10 to 50 personnel, supporting global platforms such as RIM (BlackBerry), Symantec, and SupportSoft. In this role, I developed a sophisticated command of data management and forensic metric analysis, utilizing KPI tracking as the primary tool for driving operational excellence and employee development.
As I advanced to Operations Manager, my scope expanded to include comprehensive departmental oversight, encompassing recruitment, training, and human resources. I was responsible for the full lifecycle of employee relations—from conducting performance reviews and executing structured Performance Improvement Plans (PIPs) to managing sensitive offboarding processes. In this capacity, high-fidelity data management became the bridge between client expectations, employee performance, and executive reporting.
Strategic Project: BlackBerry Quality Assurance Redesign
I was tasked with a high-priority initiative to overhaul the Quality Assurance (QA) framework for RIM BlackBerry. Through iterative consultation with the client and QA specialists, I developed and deployed a refined quality scoresheet designed to isolate specific agent behaviors.
By identifying the precise behavioral drivers behind negative post-call surveys, we enabled team managers to provide targeted, behavior-based coaching. This strategic intervention successfully reduced dissatisfied survey results to less than 4%, significantly improving the overall customer experience and meeting the client's rigorous global standards.
Edcom Multimedia
Branch Rental Manager
Dec 2004 - Dec 2006
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Served as the Rental Manager for a mid-sized audio-visual company, overseeing the scheduling, quoting, budgeting, and inventory management processes. Proficiently set up, operated, and dismantled a range of audio-visual equipment for conferences and meetings, including LCD projectors, wireless and wired microphone kits, screens, mixing boards, and switching boards.
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Led the coordination of scheduling, projecting budgets, and managing labor costs to ensure efficient and cost-effective operations. Took responsibility for the maintenance and repair of equipment as needed, contributing to the overall reliability and quality of the audio-visual services provided.
Edcom Multimedia—originally the media production arm of Scholar’s Choice—operated as a regional leader in educational and corporate communication services. As Branch Rental Manager, I oversaw the Windsor operations, managing a high-volume, delivery-based audio-visual infrastructure. Unlike in-house hospitality AV, this role required complex logistical coordination, including fleet management, off-site technical deployments, and time-sensitive equipment rotations across various client sites.
Following a period of significant organizational upheaval due to the sudden passing of the CEO, I played a key role in maintaining operational stability during a volatile transition. As the company shifted its strategic focus toward commercial installations and media production, I managed the ramping down of the rental division while ensuring all remaining client commitments were met with professional standards. This experience in navigating organizational crisis and departmental restructuring served as the catalyst for my transition into global operations management with Sutherland Global Services.
PSAV Presentation Services
Director
Mar 2000 - Nov 2004
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Directed the seamless setup, operation, and dismantling of diverse audio-visual equipment for conferences and meetings hosted in various downtown Toronto hotels. Orchestrated comprehensive coordination efforts, including scheduling, staffing, and management of projected budgets and labor costs.
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Provided expert advice and quotations to clients regarding audio-visual requirements for meeting spaces within hotels, tailoring recommendations based on the size, style, and setting of their events
As Director, I managed the on-site audio-visual operations for luxury and conference-level hotels. The role functioned effectively as a small business within a corporate satellite model, where I held total accountability for P&L, labor management, sales, and high-end client relations. In this environment, customer service was dual-facing; we were required to maintain the brand standards of the hotel partners while providing seamless technical execution for their global clientele.
National Project: CRM Centralization & Database Deployment
In the early 2000s, I spearheaded a mission-critical initiative to centralize and database client contacts across all Canadian satellite sites. Tasked with the end-to-end deployment of a new CRM platform, I traveled across the country to facilitate hardware setup, software installation, and comprehensive staff training.
By achieving nearly 100% compliance across all national sites, I successfully bridged the communication gap between individual satellite locations and corporate headquarters. I further developed a suite of reporting tools to track the sales cycle, providing automated alerts to ensure consistent client engagement. By the conclusion of the first quarter post-deployment, we realized a 10–15% increase in client retention and new business acquisition.
BMO Nesbitt Burns
Lead Web Designer
Sept 2000 - Sept 2001
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Designed and developed the Investment Banking Groups Intranet Portal and Internet Web Site which focused on leveraging the existing client relationships within other lines of business.
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Wrote the Style Guide for both the Intranet and Internet Web sites.
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Observed daily work flow to create and implement functional tools. These increased the efficiency and tracking abilities allowing staff to have greater control over development and maintenance of the various sites
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Designed and developed the Investment Banking Groups Intranet Portal and Internet Web Site which focused on leveraging the existing client relationships within other lines of business.
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Wrote the Style Guide for both the Intranet and Internet Web sites.
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Observed daily work flow to create and implement functional tools. These increased the efficiency and tracking abilities allowing staff to have greater control over development and maintenance of the various sites
During the high-profile merger of BMO and Nesbitt Burns, I was brought on for a one-year strategic contract to oversee the consolidation and redesign of the firm's digital presence. Serving within the marketing department, I managed the architecture and deployment of both the corporate intranet and external internet platforms, transforming static informational sites into a unified digital ecosystem.
As the Web Architect, I was responsible for translating complex marketing flowcharts and diverse departmental content into a functional, cohesive site architecture. Given the finite nature of the merger contract, a primary focus of my role was ensuring operational continuity post-deployment. To achieve this, I authored a comprehensive Brand Style Guide—a foundational governance document that standardized typography, imagery, spatial layouts, and color palettes. This documentation ensured that the integrity of the newly merged brand would be maintained by subsequent internal teams and stakeholders.
NTS Internet Solutions
Project Manager / Copy Writer and Editor
Feb 1999 - Sept 2000
Jr. Project Manager
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small and new clients
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Responded to RFP’s by preparing, writing, editing and releasing proposals
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Worked with clients from inception of web site, through the development and to testing and completion.
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Worked with technical support staff to redesign web servers and office networks to support increased security and load distribution.
Content Developer and Editor
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Previewed and edited the content for web sites.
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Worked with clients to ensure that content was well developed, coherent as well as concise and easily readable.
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Reviewed content to ensure that it is written to client specification while maintaining a direct and positive flow of information to the reader.
NTS Internet Solutions was a pioneering web development firm specializing in database-driven architecture during the late 1990s. Due to my early-career performance and academic standing at Humber College, I was recruited as a Copywriter, Editor, and Junior Project Manager prior to the formal completion of my Journalism credentials.
At NTS, I worked at the leading edge of Content Management Systems (CMS), facilitating the deployment of dynamic, database-driven websites for a diverse portfolio of government and private sector clients. This "back-end" architecture was revolutionary at the time, enabling non-technical staff to update front-end content through secure triggers and scheduled logic without requiring in-house coding. My role involved bridging the gap between client requirements and technical execution, ensuring that content was not only editorially sound but also strategically integrated into the emerging digital landscape. As NTS narrowed its focus exclusively toward the eyecare industry, I transitioned into a more senior corporate web architecture role with the Bank of Montreal (BMO).
Various Publications
Freelance Journalist and Writer
Sept 1998 - Sept 2003
During my post-graduate studies at Humber College, I maintained a prolific freelance journalism practice, contributing investigative features, spec pieces, and digital content to a diverse portfolio of Toronto-based media outlets and government agencies.
My work during this period required a high degree of adaptability, producing content for major platforms such as Sun Media, the Canoe network, and JAM! Entertainment. I also specialized in mission-driven content for organizations like Aboriginal Voices magazine, where I focused on delivering nuanced narratives for a leading national Indigenous publication. This foundational era of my career established my expertise in rapid information synthesis, fact-checking, and the ability to translate complex social and cultural subjects for both mainstream and niche audiences.