Customer Service Quality Assurance
Resume:
Tom Hunt
Phone: 416-***-**** Email: *********@*******.***
OBJECTIVE
To obtain a position in Information Technology
PROFILE:
* ***** **/******* ******* experience.
•
Experience with systems development and life cycle methodologies
•
Coordinate and work with multiple departments on various projects
•
Strong organizational, analytical ability to prioritize tasks and problem solving skills
•
Work closely with vendors of various hardware and software companies
•
Software and hardware implementation and migration
•
Project planning and team leading experience
•
Over 9 year’s financial experience.
•
Active Directory and Group Policy experience and Windows 2000/2003 experience
•
Virtual PC and VMWare experience
•
Strong supporting knowledge of Lotus notes, SharePoint, Factset, Reuters, Bloomberg, MS
•
Outlook/Express, Altiris, Eciss, Erep, Call Pilot, Compass, Dataphile, Emailtophia, Envoy, Entrust,
Fundserve, Sharepoint, BES 10, Windows 7 and Heat.
Knowledge of networking – specifically TCP/IP, Ethernet and Windows networking
•
Good understanding of internet technologies (http, https, e-mail, VPN, DHCP, DNS etc)
•
Knowledge of network printing systems and hand-held systems
•
Knowledge of thin-client computing (e.g. CITRIX, MS Terminal Server, VNC, Carbon Copy)
•
Technically proficient in the use of MS Excel, MS Word, MS Access, MS Power-point, MS
•
Outlook, SQL and In –House accounting, financial services, investment banking and corporate actions
systems.
Ability to meet tight deadlines and being able to provide quality customer service
•
Extensive experience in the use of Tempest, AS 400, Sci-Pay, JDE400/ JD Edwards, SSCM
•
Supporting processes that are mission critical and extremely time sensitive with the ability to
•
balance analytical problem solving with tactical, detailed execution while thriving in a very fast-paced,
results oriented environment.
Solid business acumen, excellent written and verbal communication skills. Ability to
•
communicate effectively with colleagues across the organization at varying levels of seniority,
including executive management.
Proactive, detail oriented with strong analytical and problem solving skills. Functions well with
•
minimal day-to-day supervision.
Able to deal with complex matters that span various areas of the company and to derive solutions
•
that can be tactical, when appropriate, but also with a strategic, longer term perspective.
Self- motivated, reliable, positive thinking, dedicated, excellent team player, a fast learner, hard
•
worker, well organised, flexibly, adaptable, honest, trustworthy and dedicated.
Tom Hunt
EMPLOYMENT HISTORY:
Ontario Teachers Pension Plan
IT Systems Analyst July 2013- July 2014 (Contract)
Implement computer system requirements by defining and analysing system problems.
•
Test, maintain, and monitor computer programs and systems, including coordinating the installation of
•
computer programs and systems.
Defines application problem by conferring with clients and evaluate procedures and processes.
•
Develops solution by preparing and evaluating alternative workflow solutions.
•
Provide support and technical expertise to the trading floor amongst other departments.
•
Provide reference by writing documentation.
•
Updates job knowledge by participating in educational opportunities; reading professional publications;
•
maintaining personal networks
Accomplish information systems and organization mission by completing related results as needed.
•
Provide staff and users with assistance solving computer related problems, such as malfunctions and
•
program problems.
Confer with clients regarding the nature of the information processing or their computation needs.
•
Consult with management to ensure agreement on system principles.
•
Determine computer software or hardware needed to set up or alter system.
•
Train staff and users to work with computer systems and programs.
•
CI Investments
IT Analyst/Business Analyst Sept 2007- June 2013
Responsible for researching, analyzing, and documenting business requirements for data
•
conversion and implementation.
Review and document business processes.
•
Interview users at a detailed level and analyze user requirements.
•
Ensure that newly implemented system features or enhancements meet user needs as documented
•
in specifications.
Carried out regular triage meetings to recognize and determine critical testing faults.
•
Regression test new enhancement to systems, coordinate the execution of special requests such
•
as reports and agent data transfer.
Organize, analyse and problem solve issues.
•
Software and hardware implementation
•
Ensuring the application systems are operating within service levels
•
Receive and manage incidents in accordance with SLA, document internal policies and
•
procedures.
Provide in-house application first level support to all users - including informal training,
•
instruction, problem solving, user set-up and evaluation of non-technical issues.
Proactively identifying, tracking, managing, and resolving software and technical issues
•
Support real time trading systems, and provide technical analysis.
•
Work with 3rd parties, internal development teams and client departments to acquire, deploy and
•
support production systems.
Liaise with network administrators, systems analysts, quality assurance analysts to assist in
•
resolving problems with software products and systems.
Provide knowledge transfer to application support and deployment processes to teams members.
•
Work extensively with both IT staff and end-users to provide support and maintenance.
•
Generate statistics and prepare reports for management and/or team members status of the
•
development activities
Analyse server and computer logs identifying potential issues.
•
Apply server and desktop patches
•
Tom Hunt
Produce technical documentation
•
Responsibility for documenting the configuration of the system
•
Set up users in active directory
•
Develop processes and standards for maintenance and service releases.
•
Act as the focal point for escalations
•
Provide input to build the framework of the Help Desk – including revisiting and reviewing
•
process.
Provide desk-side and desktop admin support to users when required.
•
Provide on-call 24/7 support to users & Doing IT checklist and Root cause analysis
•
Provide support for customer requests by logging, solving and tracking issues in HEAT.
•
Support all user hardware and software, as well as setup printers, hardware peripherals,
•
blackberries and boxed software corporate platforms.
Plan, manage, lead and execute PC moves and projects.
•
Do IT checklist and Root cause analysis
•
National Bank Financial June 2007- Sept 2007 Contract
Equity Trade Support Toronto, Canada
Responsible for the control and risk management of all daily trade processing
•
Client reporting and confirmation and the review and escalation of exceptions
•
Restricting/Un-restricting accounts
•
Provide first line response to customer trading and system functionality questions and issues
•
Record all queries in customer tracking system
•
Securities maintenance and Monitoring of facilities for trade
•
Reconciliation of trades between front and back office systems
•
Liaising between the front office and Client Prime Brokerage
•
Responsible for supporting traders in daily domestic and international trading operations
•
Responsible for researching the validity of prospective clients
•
Processing FX derivative trades and order fill maintenance
•
Mattis Electric June 2006 – June 2007
IT/ Support & Installation Toronto, Canada
Installation and setup up of pc, printers and faxes
•
Networking pc's, printers and faxes
•
Installing software
•
Troubleshooting printer, pc's and fax machines
•
Handles responsibilities of guiding and leading the vendors for updating and training
•
Performs tasks like monitoring and supervising new projects and web applications and testing
•
them
Performs tasks like evaluating and reviewing project results and statistics
•
Tom Hunt
Senior Payroll Accounting Supervisor March 2001- December 2005
Hays Banking & Accounting London, England
Corporate Actions Clerk November 2000- February 2001
Capita IRG London, England
Customer Service Counsellor September 1999- October 2000
Victoria Mutual Building Society London, England
EDUCATION:
BA HONS Business & Finance London Guildhall University London, England
Diploma in Business, Finance & Accounting (advance) Certificate of Distinction South Thames
College London, England
Diploma in Business Studies & Accounting (Intermediate) Certificate of Merit South Thames
College London England
Contact this candidate