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Administrative Assistant Customer Service

Calgary, AB, Canada
March 08, 2018

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PRINCE*® Practitioner Apt ***, **** Hunter v Calgary – AB T2K5C8 ITIL Foundation V3

Objective: R

Seeking a challenging and rewarding career in Administration/coordination/delivery, where I can contribute my knowledge and skills for the growth and development of the organization. Aspiring for growth enriching assignments.

Academic Details:

Masters in Computer Applications

Bachelors in Computer Applications

Work Experience

Deutsche Bank Group May 2017 - Jan2018

Risk Governance & Administration

•Support the respective functional teams and provides expertise and assistance to ensure effective services are provided to support service Delivery.

•Monitoring and tracking activities, analysing issues, supporting the resolution of issues and conflicts and preparing reports and meetings.

•Analysis with the help of tools which implement Risk Assessment & compliance evaluation methodology for IT assets. Help in evaluating the control status of IT applications against Information security Policy.

•Increase security control coverage & improve remediation by conducting Knowledge sharing and compliance sessions with IT application owners and impart information on new policies and ensure compliance of the present ones.

•Implementing Risk & Analysis measures by preparing the Risk dashboard & the Early Warning Reports to highlight the potential compliance threats, application maintenance & management.

•Preparing schedules, procedures and coordinating the Remediation of all the Compliance gaps, production collaboration in addition to maintaining the deadlines.

Capita Financial Services May 2012 -Nov2016

Resource Coordination & Onboarding documentation Management

•Worked in a business Support function which includes resource coordination

•Assign resources as per the skill matrix to ensure timely delivery of demands (TRS tool)

•Worked on on-boarding, off boarding, transfers, timesheet compliance reports, training compliance reports & utilization reports.

•Maintaining Resource utilization reports and Dashboards to summarize weekly/monthly work load

•Responsible for handling access control procedures for the new joiners in the team

•Financial reporting like overtime payments & travel budgets

•The resource coordination was based on a GUI which functioned on SAP workflows, hence knowledge of certain SAP payroll & finance Transaction codes

Administrative Assistant to the Senior Management Team

•Apply Global project execution methodology to all Projects and Maintain high quality standards

•Managing the calendar for senior management teams.

•Arranging project meetings and sending out the minutes of meeting and the action plan.

•Assign work across functions and manage the project schedule, scope, cost and quality

•Understanding and documenting requirements, Business Justification Plans, Delivery Plan, quote tickets, Risk Registers, inspection and test plan.

•Compile project status reports, coordinate project schedules, manage project meetings, and identify and resolve technical problems

•Document project progress [project file, project log] and Analyse and process the project experiences (lessons learned)

•Reviewed and logged changes in Remedy, coordinated CAB (change approval board) meetings being a part of the change management process.

•Keep Service Delivery Managers / End Customers updated on critical incidents logged as P1/P2 over emails or call conference

•Monitor, analyse and report on performance, identify trends and make recommendations to improve the performance of the team to the higher management

•Keep the Ops Manager informed and work proactively to resolve any productivity, quality and people issues affecting KPIs, coordinating with support functions as appropriate

•Update and re-issue service documentation.

•Incident Management reports highlighting SLA, pending tickets, resolve status, response SLA etc.

Mphasis Dec 2010 – May 2012

IT support.

•Support applications like Cisco VPN, Active Directory, SAP, MS Office, JAVA based applications, UNIX, Blackberry, PDA devices & IPhone etc.

•Extensive laptop & desktop support on WIN XP & 2000 platform.

•Handling Offline work, data audits which includes monitoring queues and ticket management.

•Working with different support groups to understand support boundaries & updating the Knowledge base

•Worked On Exchange 2003, 2010 & office 365 Related issues

•EAS server, outlook & mobile iron issues, ADSIEDIT functions, Email archiving issues

Professional certifications

•Prince 2 Foundation and Practitioner

•ITIL V3 Foundation

•Certified for Information Security Awareness Program

Skills and Tools

•Data Analysis & Risk Management

•Excellent Verbal & Written Skills

•Strong Business Acumen

•Team Management & Training

•Training & Timesheet management

•Resource coordination: Forecast, Planning & Allocation.

•On boarding, salary rise, Off boarding documentation

•Tools used: Microsoft Excel, Microsoft Project, PowerPoint, MS Word, MS VIsio

•Risk analysis & pre-emptive reporting using Dashboards.

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