Management Technical Support
Resume:
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Professional Summary:
Senior Technical Analyst and Team Leader
Technical Audit and Policy and Procedures professional PCI and SOX compliance
Risk and Control Framework Auditing and documentation specialist.
Documented risk analysis project work through archer
Provide analysis for information security systems concerns and reporting to management
Financial Industry, Communications, Telecommunications, Manufacturing, Banking, Web technology, and
Industrial business and support experience
Ensuring business solutions through Data gathering and report preparation for Management
Technical Support on Windows systems, Windows XP, Windows 7,8, Server, Desktop, Laptop, Handheld,
Blackberry and IPhone, Tablet, Android
1st, 2nd and 3rd level support utilizing Windows XP and Windows 7 technologies and analysis on Trading and
internal banking applications and systems.
Fixed Income/ Equities, Trading systems applications support and Project management.
Extensive experience in production/user/application support, design, development and testing of software
applications,
Object Oriented and Web based environments / optimization and social media.
Project Engagement and solutions related to the desktop and server support
Researched, proposed, and then initiated business efficiencies resulting in savings of more than $100,000.00 /
year.
Validation of data and processes for software compliance and Governance practices.
Successfully completed PMP boot camp.
Documented and Completed internal and external hardware and software audits.
Investigated and resolved PCI compliance Risk Audit within multiple business units and processes within
technology hardware and software to ensure universal regulatory compliance standards were tracked, reported
and approved for compliance
Utilized technologies like Archer and DLP and Share point to provide a consolidated data report to management
Technology Environment:
Windows Operating systems Technical Team Leader Blackberry Systems
Belzberg Technology Windows NT, XP, 7,8 Tablets, IPAD, IPhone
Dell, IBM, HP Technologies NetSuite Software Audit / Compliance
Windows desktop systems Database Technology Voice over IP VOIP
Project Management Adobe Applications Internet / Intranet
Bloomberg, FIX, Belzberg Reuters VPN
Technical Analysis UNIX Apple Systems
Networking systems SQL Helpdesk Ticket / Tracking
SharePoint PMP Equity, Fixed -Income
SAP Microsoft LiveLink Risk Analysis
Analytics Cloud Computing Data Storage/ Recovery
Outlook 2010 Archer Data Management DLP Data Loss prevention
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Professional Experience:
PCI Systems and Compliance Analyst / Business Systems Analysis
11/14 to 3/15
Contract to Berkeley Payment Solutions
• Identify risk assessment gaps to ensure the PCI risk management project was completed
• Ensure PCI compliance plans are initiated and resolved
• Diagram and document internal network infrastructure for policy and compliance reporting
• Provide audit insight to ensure risk analysis and PCI compliance
• Risk management reporting to senior management
• Documentation and audit analysis gathering to ensure the organization of records
• Disaster recovery planning of network and process compliance testing
• Exploration and analysis into problem resolution to ensure PCI and security risk compliance
• Project Management skill set utilization to ensure the resolution of assigned tasks
• Track and reporting team member progress utilizing sharepoint
01/14 to 10/14
Deloitte
Contracted to Loblaw Corp.
Business Systems Analyst – Risk management and Compliance
Information Security and Risk Management
• All data discovered was preserved in a professional approach
• Risk Analysis and documentation gathering utilizing Archer data management
• Managed and organized the compliance reporting documentation in the Archer system
• Documented Threat and Risk and vulnerability analysis
• Risk analysis on Pharmacy POS system, remote access, mobile systems
• Utilized Archer to provide status and dashboard visuals of progress to Senior Management
• Provide the internal audit report team with a structured document around security, governance and policy
and procedure through the use of Archer and internal documentation tools.
• Documentation of compliance and system security for mobile and wireless systems
• Facilitated individual information and presentation sessions to team members, technical managers and
senior management
• Risk management reporting and analysis logged utilizing Archer data management systems
• IT Continuity and process management designed to reduce Risk and increase security compiance
• Presented to management the Mobile resolution process to compliance
• Utilized Sharepoint technology for internal storage and team collaboration
• Flow process exploration and documentation utilizing Visio, Microsoft Project and other software
• Project management and facilitation
• Store infrastructure security for internal and external wireless connections and systems
• Managed the progress of Policy and Audit recommendations and implementations within the business units to ensure
final completion
• Presented researched plans to ensure compliance around security, wireless systems and mobile systems to Pharmacy
and retail infrastructure for final approval
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09/13 to 1/14
Suncor Inc. - Payment Card Industry Technical Analyst / Business Liaison
All data discovered was protected and dealt with in a secure and professional approach.
Challenged the business and solution designers to provide alternate solutions
Reviewed risk and compliance solution and design documents for approval
Elimination of unsecured credit card information and the security of credit card information and policy to pass an
audit on the safety and policies around PCI risk and compliance
Documentation of Business Flow process using Visio and Microsoft Products
Utilized Microsoft Link and Microsoft Livelink to ensure communications and file storage of files and findings
Managed business exploration sessions utilizing Microsoft Project, Visio, and Office software.
Navigated the internal Suncor policies and systems to ensure that the project charter was finalized and approved
by senior Management
Managed the progress of risk Policy and Audit management recommendations and implementations within the business units to
ensure final PCI Risk and compliance completion.
05/13 to Present
D4I INC. WEDGEPAPER - Technical Analyst
Website and Marketing Optimization Analyst
Organized and modified the layout to produce a newly revamped website.
Determined a baseline for current vendor traffic
IT Continuity management
Researched and determined best practice for industry approaches
Initiated a structured marketing approach
Project Management
Optimized all internal web pages and infrastructure relating to marketing strategy
Disaster recovery and risk analysis and reporting
Provided weekly reports on all website activity and progress
Internal technical support on company hardware and software
01/12 to 01/13
TORONTO DOMINION BANK - Technical Analyst
Infrastructure Technology Risk and Control Framework Business Analyst
Elicits, Organizes, Modifies, Develops written technical risk and control standards to align with TDs existing audit
and risk initiatives.
Provided Gap analysis and documentation on internal technologies to senior VPs and technical staff. Stored and
developed in Sharepoint for team review and report consolidation.
Managed and provided technical documentation (charts, policies, procedures, Microsoft software and tools )
utilizing SharePoint storage and management technology
Archer data management for reporting to senior staff
Performed Threat/ Risk vulnerability assessments and provided feedback through the use of remote meetings,
conference calls, scheduled workshops, personal interviews, email, document sharing utilizing SharePoint and
other tools
Risk Management reporting and PCI compliance analysis
Utilizing and troubleshooting Windows XP and Windows 7, Microsoft suite of applications and remote
technologies on a daily basis
Project Management skill sets to ensure delivery of tasks assigned
Facilitated individual information and presentation sessions to team members, technical managers and senior
management to ensure buy in, to present findings and to obtain final approval of project objectives.
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Provide the internal audit report team with a structured document around security, governance and policy and
procedure for internal network technology and systems existing at TD Bank.
09/10 to 06/11
ROGERS COMMUNICATIONS - Payment Card Industry Technical Analyst / Business Liaison
Reviewed targeted project objectives with Senior Rogers staff to ensure full compliance and to relay time lines for
interval scheduled reports for assigned tasks.
Initiated and managed discovery meetings with management to document and remediate credit card business
flow processes.
Utilized and performed troubleshooting on Windows 7 and Windows XP systems
Facilitated with senior management at Rogers Communications, Home Shopping Channel, Rogers Media, Rogers
Internal Billing, TicketMaster, Rogers Centre, Rogers Fraud and Pool Expert business units to ensure accurate
data collection and process mapping of data flow and process flow diagrams was compiled, verified and then
reported as accomplished as scheduled.
2rd level support for internal team and project management documentation
Ensured all Windows 7 and Windows XP internal and external technologies were functioning as per the
specifications of our team.
Facilitating Microsoft Excel spreadsheet search techniques and Visual Basic programming to ensure a start to
finish approach of data removal was initiated to ensure Card Recon statistics and reports were accurate
Scheduled meetings and communications with technical teams to ensure facilitation of all processes to ensure
business processes and main functions were accomplished with zero down time to each and every business unit
involved in the PCI compliance discovery and removal of credit card data required.
Understanding that all data discovered was protected and dealt with in a secure and professional approach.
Resulted in the elimination of unsecured credit card information and the security of credit card information and
policy to pass an audit on the safety and policies around PCI compliance.
12/09 to 07/10
WEBTECHDEZINE - Business Support Analyst and Trainer
Provided technical Network expertise.
Managed and mentored a team of support agents to assist real estate agents in the operation of their own web-
based Internet businesses.
Disaster recovery analysis
2nd and 3rd Level Technical Support of Internal and External Systems.
While supporting internal and external helpdesk technologies I provided technical training for specialized website
optimization and social media strategies to enhance business objectives.
Ensured all Printing and Scanning hardware, HP, Xerox, Canon, Okidata was configured and inventoried to
company standards to allow for further inventory project initiatives
Troubleshooting Windows XP and Windows 7 and Linux and other application software to harmonize the Network
environment. Printer configuration around HP technology was implemented to ensure consistency.
02/09 to 05/09
JAVELIN TECHNOLOGIES - Technical Support/ Software Business Analyst
Managed and provided all technical support-related initiatives and internal Microsoft Network technology support
for the in-house training and management units.
Provide technical support for all employees and training requirements.
Spearheaded a project of cost-savings review that resulted in a 20% savings on hardware requirements. .
Netsuite administration and internal prospecting database management.
Project Management delivery skill set
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Researched and performed the conversion from Windows XP to Windows 7 for 100 desktop users and internal
Corporate Network infrastructure systems.
09/08 to 12/08
DIOGUARDI TAX LAW - Business Support Analyst
Assessed and initiated a cost savings plan for the company telecommunication program.
Researched and provided the existing in-house network support team with the design and implementation of a
network redundancy plan.
Project Solution development to desktop refresh project.
Disaster recovery project management ensuring safety of data and quick recovery.
Image Management, SCCM experience for call center setup and ongoing technical support
Supported internal Windows XP and Windows Server and Active Directory and user profile management within
Network and desktop support systems and applications.
07/08 to 09/08
BELZBERG TECHNOLOGIES INC. - Business Analyst-Trade Floor
Provide helpdesk, installation and network support for traders utilizing the in-house Belzberg trading applications.
Ensured timely resolution of support issues following the ITIL methodology.
Provided technical support for trading applications including Reuters, Bloomberg, and Belzberg for capital
markets, fixed income, foreign exchange and equities trading systems.
Supported Windows NT, XP, Windows 7, Linux, SQL and other desktop technical systems and applications.
08/06 to 06/08
RADIAN COMMUNICATIONS - Technical Network Systems Business Analyst
Responsible for overseeing and co-coordinating a dedicated team of 4 analysts to manage the network and
support needs of 440 users, both internal and remotely.
Spearheaded a review of third party contracts and billing procedures to enforce service level requirements which
resulted in budgetary savings of $100,000.00 per year and lower level of hardware “down time”.
Ensured Windows NT, Windows XP, Windows 7 systems and application requirements were functioning for a 100
percent up time and reported and documented to ensure management requirements.
In addition, developed and initiated a program to inventory and track scanner and printer and handheld hardware,
as well as ensure proper location and return of end-of-lease equipment.
Remote software deployment and systems application upgrade through remote software systems, Microsoft,
what’s up and others to ensure deployment
Spearheaded an initiative using Microsoft Excel and Microsoft Word to document all data and Network ports for
clarification of Network diagrams and topology.
01/00 to 08/05
BANK OF MONTREAL NESBITT BURNS - Technical Support Specialist/Team Lead– Equity Research and
Guardian Group of Funds
Application support (tier 2 & 3) for several banking and investment trading applications, for users in multiple
geographic locations, including Bloomberg, Fixed Income and Equity.
Manage the support and integration of database and technology testing and support systems throughout the
amalgamation of Guardian Group of Funds into the Bank of Montreal. Both during and following amalgamation,
manage the desktop and applications support for 100 on-site and 35 remote users of the Bank of Montreal
technical support platform.
Providing 2nd/3rd line resolution and incident management to over 800 traders and corporate users across the
North American front and back office Global Markets business. Alternating between the trade floor service desks
and providing desk side support to the Equities and Retail trading floors. Supporting in the region of 1500 systems
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running on the full Windows suite including Windows XP, and Microsoft Office 2003 up to 2010. - Troubleshooting
issues with Reuters and Bloomberg Market Data.
Manage the 24/7 support system for 120 employees of the Equity Research Department located in Toronto,
Montreal and Calgary.
Project management
Disaster recovery project to ensure safety of data and quick recovery of technical data.
Technical Team Leader - Harris Private Banking
Responsible for coordinating the technologies and support of the Harris Private Banking group and Bank of
Montreal Private Banking business unit for consolidation to First Canadian Place. Co-ordinate teams and
applications to ensure a smooth transition of the two groups into the Bank of Montreal group of technologies.
Track and document project deliverables to management.
2nd and 3rd level support for internal Network team and support for users.
08/93 to 01/00
FREEDOM INTERNATIONAL BROKERAGE INC. - Systems Analyst
Directed technical support staff in international office locations to ensure availability of network and
communication services and applications to remote offices. Managed the internal and external support of the
LAN, data support and disaster recovery systems. .
Coordinated the design and implementation of the construction of the firm’s new trading floor.
Windows NT, XP, and server technologies, Unix, and SQL server and database experience supporting internal
systems
Education:
Sir Sandford Fleming College of Applied Arts and Technology
Electronics Engineering Technology-Computer Systems, June 1992
Electronics Engineering Technician, June 1991
Persnal Interests
Coaching Minor league Lacrosse, baseball, softball,
Toastmasters
Avid bike rider
Judo and Martial Arts
Hiking
Photography
Mentoring youth
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