Objective: To become an integral member of a company where continued growth is paramount and teamwork is recognized as an essential part of success.

Key Skills Summary

Human Resource / Payroll

-Future employee screening

-Employee dismissal / reprimand notices

-Completing ROE’s

-Payroll reporting/reconciliation

-Group Insurance Administration

-Conflict Resolution assistance

-Year End government forms (T-4/Rel1 etc.)

Administration

-Flight scheduling / Planning

-Expense reporting /per dept. & accounting GL

-Schedule/ Co-ordinate Appointment agenda

-Call screening /filtering

-President/ CEO assistant work (minutes, correspondence, representation etc.)

-Maintain office supply inventory and equipment

Accounting

-Accounts Payable / Receivable

-Billing and Collections

-GL to Trial Balance / Income-Statement / Balance Sheet

-Year End and Gov. Audit preparation

-Correspondence for Financial Institutions & Government

Software Expertise

-Microsoft Windows 10/8/7/XP/NT/2000/98/95

-Microsoft Office; Office/Excel/Word/PP etc.

Customer Service

-French and English (S/R/W)

-9 years customer service for end users, field engineers and technicians, software applications and peripherals all related to the Call Center Industry.

-3 years project and production planning

-Training / teaching

-Documentation; training/technical manuals

Quality Assurance

-5 years’ experience in QA product verification

-Developed automated test scripts for QA automation

-Creation and implementation of QA processes and procedures

Development

-Crystal Report Writer / FoxPro writer

-Microsoft SQL Server/ Microsoft Access

-Graphical design and development of statistical ACD/PBX reports using Crystal Reports and FoxPro

-Visual Test / Rational Robot / DemoShield

-Microsoft Visual SourceSafe

-5 years software application analyst

-3 years project and production planning

Professional Training

Training Company

Course

Zenon

-Windows NT Technical Support

-Windows NT Network Administration

- Networking Essentials

-Microsoft SQL 7.0

Collard & Company

-Advanced Information Technology

-Test Case Design & Test Planning Workshop

Pyderion CTI

-ACD Management

-Customer Service Orientation

-Statistics Analyst for ACD Call Centers

Rational Software

-Rational Test Suite

-Rational Robot

Experience

HITECH PIPING LTD., Asst Controller / IT/HR Admin (Sept 2015) Pte. Claire, Quebec March 2013– current

Human Resource

Weekly payroll cycle – coordinated with Nethris

Maintain individual employee records for sick/OT/ vacation/other hours/days.

SPOC for Group insurance – I am the Plan administrator, maintain, reconcile, negotiate annual renewal, aid employee as needed

Reconcile WSIB, CSST monthly/annually (payment adjustment if required).

Annual HSF rate calculation update

Initiate and maintain each employee personnel file – Pre-recruitment selection when additional staffing required

Accounting

General ledger entries; Manual cheque payments, Payroll entries, Group insurance, backup for invoicing clerk, primary responsible for accounts payable (full processing- GL coding to payment), relief for receptionist during lunch and/or vacation.

Assist in fiscal monthly/year end processes.

Additional responsibilities

Internal IT support person, Internal SIP based Mitel telephone support and primary contact. Maintain internal education for the purpose of Annual declaration ( Formation de la Main d’oeuvre )

TOPSALL TANKWASH INC., Office/IT Administrator Montreal, Quebec July 2003–Feb 2013

Administration

Administer the President’s agenda, scheduling meetings with accountants and financial institutions. Initiated or review correspondence to government office, city officials and banks. Screen incoming calls for priority responses. Responsible for managing expense account / reports. Maintain office inventory. Maintain / schedule regular maintenance of office and security equipment

As the Office Administrator my initial and primary task was to correct the previous years of general ledger and accounting methods/ entries then to create/implement and maintain both human resource and accounting procedures. I was soon handed the task of IT administration.

IT Administrator

Successfully planned/coordinated a complete technology overhaul for the company; this included, but was not limited to: replacement of desktops computers, servers, operating systems, accounting package and end-user work related applications, cutover for both internet and telephone suppliers and cellular providers.

Accounting

Responsibilities include AR, AP, Collections and HR duties; ensure financial resources, governmental response issues and Network Administration. Tasks are carried out directly by me or teaching a co-worker the assignment and delegating the task, then following up on completion. Weekly-monthly tasks include payroll, trial balance, creating financial statements/reports and cross-checking budget conformity for 2 departments and prep work for fiscal year end preparation prior to accountant’s arrival.

Tasks included, but were not limited to; Financial and Government Institution correspondence, payroll reconciliation, accounts payable, AR, Group Insurance administration all GL entries, network administration and year end preparation.

Aastra / EADS TELECOM, Consultant St.Constant, Quebec 2003–December 2007 (contractor)

Hired as a consultant to perform 3rd-party statistical report development using Crystal Reports for the company’s Call Center Management system. Responsible for working with customers such as MCI, Microsoft, AT&T, TAB Australia, and Sprint to develop custom reports for their unique business requirements.

Responsible for the design and implementation of reports, the creation of the formulas used in the report calculations and statistical analysis, and the Quality Assurance testing of the reporting system.

EADS TELECOM (purchased by Aastra Telecommunications) Ottawa, Ontario 2002–2003

Senior Report Developer

Created statistical reports using Crystal Reports and Microsoft SQL 7.0 for the company’s Call Center Management system supporting a proprietary enterprise PBX.

Responsible for the design and implementation of reports, the creation of the formulas used in the report calculations and statistical analysis, and the Quality Assurance testing of the reporting system.

Experience continued

Senior Quality Assurance Tester

Responsible for developing and implementing Quality Assurance testing of company’s Call Center Management software that interfaced with a proprietary enterprise PBX. Duties involved PBX call scenario development, manual call testing, application stability, and statistical analysis.

Pyderion Contact Technologies, Inc. (purchased by EADS Telecom – NA Inc.) Montreal, Quebec 1991–2003

Administration

Manage the Training and Installation department’s agendas, scheduling meetings, flights, car rentals and hotel arrangements. Responsible for managing expense account / reports for both persons.

Senior Report Developer

Created 30+ standard ACD statistical reports using Microsoft Access and FoxPro; which supported both single and multi-platform PBX/CBX Call Centers (SL-1, Meridian, Symposium, Mitel, and Siemens). Managers and Supervisors of inbound and outbound Call Centers use such reports as an aid to maintain satisfactory levels of customer service. They also assist in monitoring individual agent’s activities and performance.

Wrote technical documents for the purpose of installation, user guides, general information, internal support guides or troubleshooting methods.

Using Demoshield, created/maintained static demos of software that was distributed via Internet download or mailed media.

Senior Quality Assurance Tester

Testing platforms included Windows 95/98/NT/2000, Microsoft Office test integration, Microsoft SQL 7.0, and Sybase.

Created and implemented Quality Assurance processes and test procedures, to which both the end users and development team had to be considered. This process started by documenting manual test procedures, then reproducing them by automated test procedures.

Developed manual and automated test scripts based on functional specifications, Microsoft GUI standards, and anticipated end user functionality for Call Center software products.

Assisted in application enhancements (including analysis of requirements and product specifications).

Customer Service Manager

Customer Service Manager for a team of 5 agents

Assisted in proper adherence to a work order system that involved problem resolution, customer follow-up, with a numerical tracking system.

Provided support for mixed PC platforms including Windows 95/98/NT. Customers ranged from internal departments to the end-user.

Completed installations and training for in-house manufactured applications. Installed and connected telecommunication software on live PBX. Responsible for coordinating cutovers with the customer’s PBX.

Product/Application Trainer - Installer

Complete on-site installations and formal training for the company’s CC software in English or French.

AutoWare Management Systems, Inc. Montreal, Quebec 1988–1991

Administration

Administer the President’s and VP’s agenda, scheduling meetings, flights, car rentals and hotel arrangements. Screened all incoming calls for both persons. Responsible for managing expense account / reports for both persons.

Customer Service

Provided bilingual support to Automotive Dealerships for F&I software.

Automated (manual digitization) the printing of both financial and insurance forms used by the dealerships (positions of data fields were coded within a batch file).

Product/Application Trainer

Provided training and customer support for the company’s F&I software in English or French to Automotive Dealerships.

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