Customer Service Manager
Resume:
Edwin Tan
Toronto ON M*S *T6 ***********@*****.*** 647-***-****
PROFESSIONAL PROFILE
Accomplished, results-oriented professional with over 20 years experience within the financial services and
management consulting industry. Leadership ability to simplify and innovate processes resulting in delivering
quality results. Enjoy leading staff and engaging peers to deliver their best possible outcome while leveraging
information technology and customer service best practices.
WORK EXPERIENCE
CANADA LOYAL FINANCIAL, Financial Advisor, (Self Employed) February 2014 – December 2014
Independent Financial Advisor with focus on delivering excellent client service
Cultivate and build relationship with new and existing clients; Understand their financial needs and their
objectives in order to deliver appropriate investments and services
Recommend strategies clients can use to achie ve their financial goals and objectives, including specific
recommendations in such areas as cash management, insurance coverage, and investment planning
SUNLIFE FINANCIAL, Financial Advisor, (Self Employed) May 2013 – January 2014
Devised and executed business development strategies to attract and acquire new clients
Provided sound financial advice to individuals based on their unique needs
Provided holistic wealth management incorporating Health, Wealth and investing products
W ORKPLACE SAFETY & INSURANCE BOARD, Manager, Enterprise Network Services, 2003 - 2011
Directed and managed the work activities of 14 staff members Email Services, Voice Communication and
Data Communication; Responded to business needs, ensuring 7/24 availability of service.
Performed additional responsibility of acting Manager of the Software and Capacity Management Practice
overseeing 16 staff members
Led Telecom related projects such as network equipment replacement and W AN service redesign resulting
in the reduction of millions of dollars from the operating budget
Human Resource duties included interviewing for new hires, conducting employee performance appraisals,
coaching and mentoring
Performed business RFP’s and RFIQ to ensure strategies are in place for best dol lar spent and competitive
service rate with outside service providers; Provided monthly, quarterly budget report and forecast
Owned currency initiatives to continually evaluate new technologies such as Wireless and Voice over IP on
behalf of the business
In 2006, managed the Data Center practice overseeing 22 staff members in a 7/24 environment
W ORKPLACE SAFETY & INSURANCE BOARD, System Architect & Team Leader, Enterprise Network
Services, 2000 - 2003
Supervised staff of 6 network professionals within the Enterprise Network Services group
Provided leadership and consultancy on multiple projects, conceptualizing technical solution framework
and design development techniques consistent with the IT architecture
W as responsible for information technology delivery and architecture development, updating knowledge
base as necessary to ensure currency of technology, tools and techniques
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Edwin Tan, 647-***-****
Produced business and solution documents to support infrastructure projects such as “Enterprise Mobility
Solution”
Managed the deployment, support and evolution of the network infrastructure consistent with the overall
network design
Assisted Manager with hiring, coaching and mentoring staff members.
KPMG CANADA, Senior WAN Analyst, 1998 - 2000
Provided training and mentoring for Senior LAN Analyst and Junior LAN Analysts
Supervisor responsibilities included resource allocation and implementing new procedures
Oversaw and administered KPMG infrastructure in the greater Toronto area
Provided trending data and proactive network management using HP Openview, Cisco Works and
Transcend Enterprise Manager
W orked with internal KPMG staff and third party vendors to provide resources, oversight and guidance for
networking technology related projects
ADDITIONAL WORK EXPERIENCE
HSBC (GORDON CAPITAL CORPORATION) Network Analyst
MANULIFE FINANCIAL LAN Support Specialist
INVESCO (TRIMARK INVESTMENT MANAGEMENT) Computer Operator
EDUCATION & CERTIFICATIONS
LEADERSHIP / MANAGEMENT TECHNICAL
LLQP (Life License Qualification Program) Managing Cisco Network Security
IFC (Investment Funds in Canada) Cisco Secure Virtual Private Network
Essential Time Management Skills Network Associate Sniffer Pro Analyzer
High Performance Project Teams Advanced Cisco Router Configuration
Humber College Customer Service Certificate 3Com 3500 Corebuilder layer 3 Switch
Emotional SMARTS Cisco LAN Switches Configuration
ITIL Foundation Certification Microsoft Certified Professional
FORMAL
George Brown College
Small Business Management (Attended 2 years)
Eastern High School of Commerce
Graduated with O.S.S.G.D. Diploma
PERSONAL INTEREST
Fitness, investing, travelling, public speaking and volunteering in the community
REFERENCES AVAILABLE UPON REQUEST
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