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Technical Support Continuous Improvement

Toronto, Ontario, Canada
50K and up
May 17, 2018

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Moise Jones

*-** ***** ******

Toronto On

M*M *S7

Tel: 416-***-****


Accomplished individual with extensive experience as a Bilingual Quality Analyst and technical support representative. Strong in achieving operational efficiency and smooth change implementation and expertise in business process improvement data analysis and asset. Great communicator with an ability to use root cause analysis to identify issues and develop process improvements that lead to cost savings. An individual with exceptional planning and implementation capabilities.


Experience in Financial, Oil & Gaz, Retail, Automotive and Professional Services Industry

Advanced problem solving abilities and critical thinking

Project Management Professional


Applications: Active Directory, MS Office (Excel, PowerPoint, Visio), Lotus Notes, Voice Systems & Services (ACD, CTI, IVR, VoIP & Traffic Engineering), MS Project 2010

Operating Systems and Environments: Windows XP, NT, Vista, Windows 7 Workstation and Server.

Other: Software Development Lifecycle (SDLC)


Carquest Canada: Bilingual IT Support 2016-Present

Providing Bilingual IT, Telecommunications and network Support to carquest stores.

Properly escalating unresolved queries to the next level of support;

Providing user support for mobile, telephony, desktop/laptop, standard productivity applications, peripherals and end-user computing devices;

Hardware procurement and dispatch.

Providing on-call support as required.

Bilingual Application Support Analyst, CIBC 2010 – 2016

Planning and implementing strategic process improvement initiatives in order to maximize efficiencies.

Monitoring calls quality for both incoming and outgoing according to company policy.

Providing scores and feedback to teams through verint systems with trend reports analysis

Promoting continuous improvement and streamlining efficiencies to minimize inconsistency and maximize uniformity of how to process through knowledgebase.

Working in collaboration with managers to setup meeting and planning for training / learning and development.

Responsible for monitoring and approving change tickets based on determining/ reviewing impacts at the Business Unit level and conduct risk assessment on more complex change tickets.

Able to assess the risk and impact of the change and take appropriate action.

Ensuring proper incident management processes are executed for quick resolution to issues impacting teams.

Seeking opportunities for continuous improvement in all internal Change and Incident processes.

Performing Quality assurance on all RFCs ensuring the proper classification, priority, authorization, dependencies, impact, and back-out procedures to minimize disruption to the business

Working closely with owners and teams responsible for Incident, Problem, Release, Configuration and Deployment processes to ensure tight integration of changes with other key processes

Monitoring the effectiveness and efficiency of the Change Management process and propose required improvements.

Bilingual Voice & Data Support, KPMG Canada 2009 - 2010

Provided support over the phone or the Systems.

oTroubleshooted, researched and resolved hardware/software, voice and data network connectivity issues.

oTested and implemented Email and security policies for Vpn / securID access on Laptops and Blackberry.

oConfigured, imaged and deployed laptop and Software rollouts.

oLogged support calls and monitored Helpdesk Software/database.

Senior Bilingual Technical support & Implementation, IBM / HBC Canada 2001-2009

oAssisted with the roll-out of new servers, printers, neoware, pos and wireless devices. Provided technical and operational support to stores. Supported the installation of network-connected devices at the HBC stores and head offices. Tracked installation activities and remotely planned and executed configuration changes at stores level and ensured scheduled stores progressed appropriately. Logged all issues encountered and followed proper escalation paths if required. Used problem determination techniques to isolate and identify any issues and use proven solutions to resolve them.

oSupported windows 95/98/00/CE, NT and XP, Mainframes, pos, Ms Office and internet applications. Provided Servers, Mainframes, LAN & Mainframe printer’s technical resolutions.

oProvided the II level technical support and performed troubleshooting tasks, problem diagnosis, resolution or escalation.

oResponded to voice mail and email inquiries for both Incident follow up and new requests. Performed the network monitor and prevented outage. Assisted with the resolution of high severity incidents and escalated as necessary.

oContributed to process improvement and provided coaching and mentored of analysts where needed. Responsible for incident coordination and outage communications.

oActed as Team Leader about any incidents that have exceeded SLA and ensured that assigned work groups are attaining or exceeding service targets.

Bilingual Technical Support, EDS/GM Canada 2000- 2001

oTroubleshooted GM customer problems with software, hardware, network and mainframe connectivity issues.

oMaintained and supported Novell, Windows NT file & print servers, Lotus Notes server, fax server and DHCP servers.

oInstalled and configured Windows 95/98, Windows NT workstation on various types of laptops and desktop hardware configurations.

oAssisted with Meridian and Lucent phone systems and provided basic phone support including voicemail and PBX

Bilingual Technical Support, PETRO CANADA 1996-2000

oDesktop Support: MS-office, Windows 95/97, NT Workstation 4.0 and also supported Laptop users with any RAS issues.

oNetwork Support: Novell Netware, Proxy firewall configuration and password reset, provided client contact with LAN administrators when needed or server administration.

oProvided Implementation and Support for Petro Canada Gas stations Equipments.

Bilingual Customer Service Representative, TD Bank Visa Centre 1996-1998

Responsible for responding to telephone calls from existing and new TD BANK customers, providing efficient information about the benefits of using TD different credit cards related to customer’s income and taking details from applicants who are interested in applying.


ITIL V3 Certificate (2015) Knowledge Academy

Project Management Certificate Program, Ryerson University (2014)

Bachelor of Commerce Degree in IT & Telecommunications, Ryerson University (2008)

Certificate in Telecommunications Management, Ryerson University (2002)

Certificate in Information Technology Management, Ryerson University (2000)

Diploma in Child Psychology & Teaching. College St-Jean (1995)

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