Customer Service Manager
Resume:
MARIA TAPYA
North York, ON M2J 2C4
******@******.***
OBJECTIVE
To obtain a position as an Office Coordinator
SKILLS
. Ability to diagnose, troubleshoot, and resolve technical problems
. Strong working knowledge of software, hardware, networking, operating
systems, and security applications
. Excellent customer service skills
. Highly developed communication skills, both verbal and written
. Ability to work both independently and within a team environment
. Excellent time management skills
Computer Skills
Languages: Visual Basic, Java, JavaScript, C++
OS: Windows Server 2003/XP/NT
Applications: Microsoft Office (Word, Excel, Power Point, Access,
Project, Visio)
Database: SQL Server, Oracle, Microsoft Access
Tools: Crystal Reports, Active Directory, VPN, Antivirus and Anti-
Spam
Technologies
EMPLOYMENT HISTORY
Technical Support Analyst October
2012 - present
Toronto Dominion Bank (TD), Toronto
. Support TD Waterhouse clients with all computer hardware/software
related issues
. Experience with financial applications such as Paltrak, TD Advisor,
Asset Manager and
Investment Wealth Planning System
. Participate in testing, evaluation, and implementation of new software
packages
. Support setting up of sessions in Mainframe
. Provide guidance and coaching to more junior team members
Application Support Analyst June 2011 -
October 2012
Bank of Montreal (BMO), Toronto
. Work with users through all Software Development Lifecycle (SDLC) phases
to ensure software requirements are met
. Assist in design of tables, databases, forms and reports
. Troubleshoot IMACD issues
. Ensure production and quality assurance servers are running smoothly
. Eliminate locks and deadlocks on the Microsoft SQL Server
. Update Asset Manager User Guide using Snag It
Technical Support Analyst July 2008
to June 2011
Bank of Montreal (BMO), Toronto
. Supported BMO office tower end users with internet connectivity and
Microsoft Outlook related issues across Canada and USA
. Resolved up to 30 technical support tickets daily with timely and
accurate assistance
. Setup Lotus Notes for clients
. Troubleshoot conference room reservation issues
. Helped users map databases in Lotus Notes
. Managed user accounts, reset LAN passwords and unlock accounts in Active
Directory
. Downloaded applications and security patches from corporate network
. Installed, configured and maintained various systems, including
blackberry and VPN access.
. Provided support with remote desktop connectivity issues
. Maintained daily system backups and data recovery of critical information
for users
. Contributed articles to the knowledge base
Technical Support Analyst March 2006 to
July 2008
IBM, Toronto
. Provided support to British Petroleum employees
. Troubleshoot technical issues related to servers, network connectivity
and backups
. Created email profiles and supported calendar settings in MS Outlook
. Cleared print queues
. Created/reactivated network IDs in Active Directory
. Installed approved applications: Filenet, Fuego, SAP, Cute PDF Viewer,
and Citrix Client
. Trained IBM employees with iRas
EDUCATION
Bachelor's Degree of Science, Management Information Systems August
2005
Montclair State University, Montclair, New Jersey
Diploma in Information Systems August
2003
Certificate in Oracle Applications Development
August 2002
Centennial College, Toronto
References available upon request
Contact this candidate