Customer Service Support

Highlight of Qualifications

. Excellent written and verbal communication skills - Establish and

maintain good rapport with management, colleagues and clients ensuring

the execution of projects in a timely, efficient and effective manner

. Enthusiastic team player - Can work independently and as part of a team

with a strong commitment to meeting deadlines and attaining corporate

objectives

. Inventive, analytical and resourceful - Possess a creative approach to

problem solving

. Highly organized with excellent time management skills - Continuously

assess, evaluate and prioritize tasks to assure their successful

completion in a timely and efficient manner

. Exceptional commitment to customer service excellence - Extensive

experience addressing client inquiries and resolving customer complaints

professionally

Professional Accomplishments

. As part of Tech Support and Analyst Team (2009 - 2010): successfully re-

designed the RBC Data Centre, by implementing a more efficient filing

system and racks, powers, air circulation systems, sub-flooring,

installing copper and fibre cabling, installing new copper/fibre Bix

Frames, racked the servers, Cisco Switches, FW peripheries, new IP-KVM

system, and newly purchased UPS unit - this significantly reduced the

power consumption, allowed us to save space, provided easy access to the

servers physically and by RDP, and was followed by updating the Inventory

AMIS system.

o Received "Director Award"

. As part of VMware-team (2008 - 2009): sufficiently completed the

migration of over 400 physical servers to Virtual session in VMware

Environment - as a result, we efficiently reduced the number of physical

servers and the number of Hardware in the RBC Data Centre, as well as

reduced power consumption in data centre by more than 25%.

o Received Manager "Make A Different Award"

. As part of Desktop Support Team (2006 - 2008): Collaboratively managed

the completion and roll-over of more than 2500 workstations across the

GTA in various RBC locations with full connectivity to RBC backbone

Infrastructure - this project was implemented during and after business

hours and was completed efficiently in a timely manner

o Received "Impact award"

. As part of Telecom team (2012): managed to identify all lines with

minimum traffic and disconnected the line in trading floor and

exceeded the saving plan for the fiscal year.

Other Certificates and Awards

. VMware VSphere 4 Certification

. CCNA Certification

. MCP Certification

. Network+ Certification

. Server+ Certification

. APS and APS+ Certifications

. A+ Certification

. HP, Lexmark, Panasonic and IBM Printers Certification

. Laptop/Desktop/Servers Vendor Certification

Employment History

Royal Bank of Canada, Capital Market, Toronto, Ontario

Technical Service Analyst - Telecom Support

. Support trading floor IPC turret systems and related turret peripherals

at RBC Capital Markets environment

. Implement Mac operating system (move, add & changes) with the IPC trading

phone/Voice systems.

. Efficiently provide technical support and coordinate the care and support

of the trading floor voice network, as well as deliver infrastructure,

including VoIP, SIP, Ease and other associated voice projects

. Support Canadian trading floors, order new circuits (VoIP circuits,

ringdowns/hoot'n'hollar), relocate turrets and help traders program

features onto their turrets

. Operational Incident Management (Peregrine)/escalation of

tickets/categorization and reporting metrics.

. Providing Playback of recording to the RBCCM compliance team using "NICE

"system.

Royal Bank of Canada, Toronto, Ontario

Network Technical Analyst - Data Centre Network Support

July 2008 - July 2012

. Evaluated and coordinated client's technical requirements, leading to the

implementation and configuration of desktops and servers in RBC's testing

Data Centre.

. Responsible for identifying and resolving network and hardware issues -

troubleshooting was often related to Windows desktop, servers and the

data centre network switches

. Actively involved with switch port assignment, network configurations and

IP assignments

. Monitored and maintained the lab's LAN to ensure its health and

performance

. Heavily involved with new virtual technologies entered into RBC's testing

facilities - this included the creation of new virtual desktop and server

sessions, troubleshooting issues with virtual assets and performing

physical to virtual server conversions using VMConverter

. Managed virtualized servers and Desktop across two sites in RBC-Pre-

Production facilities

. Provided support to Host Servers running ESX

. Conducted virtualization of the servers across 200 Virtual Hosts using

V2V and Virtualization of 150 Physical servers using P2V method

. Implemented 24/7 pager escalation support/infrastructure changes ("24/7-

support environment")

. Oversaw troubleshooting and resolved/escalated client problems within

established process guidelines

Royal Bank Of Canada, Toronto, Ontario

Technical Systems Analyst - Network Implementation and Support

July 2005 - July 2008

. Was responsible for providing software and hardware production support

for RBC's internal client base, including desktops, printers, mobile

devices, RBC applications, VPN security and RBC network connectivity

. Consistently offered 24/7 support for all RBC employees and proficiently

managed a high volume of tickets of varying degrees submitted by all

employees, including managerial staff and RBC executives

. Proficiently utilized my knowledge and expertise to operate procedures

and process guidelines

. Promptly and professionally attended to client needs to maintain a high

level of client satisfaction

. Addressed incidents in a timely manner (according to SLA), and replied to

all business correspondences by the next business day

Nexinnovations, Toronto, Ontario

Senior Technical Systems Analyst - Desk side Support Analyst October

1990 - July 2005

. Responsibilities included, but were not limited to: network, server, and

software support in Windows and OS2, as well as in-house application

support

. Collaboratively worked with business units on a daily basis, regarding IT

incident tickets, ranging from low to high severity

. Effectively managed team escalations and provided conflict resolutions to

ensure that the IT Help Desk was able to meet their service level

agreements.

. Supported IBM pos system for shopper drug, Loblaw and Pharma Plus front

and back room

. Maintained security and virus protection systems, including the

distribution of anti-virus software

. on site technician at Bank Of Montreal site for 9 years, supported all

BMO end user with their HW/ software related problems .

Education

George Brown College, Toronto, Ontario

Achieved Diploma in Electronic Digital Equipment - September 1990

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