Customer Service Support
Resume:
Laila Suleman-Jinnah **** *** Wynford Drive Home Phone: 416-***-****
North York, On M3C3P3 Day Number:
Email: ******@******.***
Profile
o A results-oriented experienced Senior Support Professional with
extensive experience in the financial industry
o Excellent problem solving and communications skills
o Outstanding customer service skills - recipient of Principles at Work
award, the highest award given for customer service and performance
Summary of Skills
Management Customer Service, vendor management, mentoring and
project leadership, communications, organizational
and problem solving
Technical Active Directory Implementation, Norton Ghost,
LANDesk manager, Remedy, Server Support, BES Server
Support
Application Tools Fidessa, Belzberg, TEO, Bloomberg, Microsoft
Office, Word, Excel, Outlook, Lotus Notes, FactSet,
Charles River Development, Flex Trade, Liquid Net,
Reuters, Capital IQ, Right Fax, S&P, Citrix
MetaFrame, Groupwise
Operating Systems Microsoft Windows 3.1, 9.x, NT3.51, NT4.0, 2000, XP,
Vista, Windows 7, MS-DOS, CompTIA A+,Windows Server
2008
Networking Microsoft NT4, Windows 2000, TCP/IP, VPN, Novell,
CompTIA Network+
Hardware HP, Compaq, IBM, Dell, Lenovo, RIM
Career History
Societe Generale Capital Canada Inc July 2011 to Present
o Primary hardware and software support for all users (traders and
back office users) in Canada including Montreal and Calgary.
o Supporting all the Traders and Trading applications for Canada
o Upgraded all hardware (Pc's Monitors, Printers etc) for all users in
Canada
o Provided support for applications such as Fidesa, Belzberg,
Bloomberg, GL, TT, TEO, Port Ware
o Investigated problems reported by employees and provided
resolutions, support and direction to ensure that problems were
promptly resolved.
o Setup Raid1 Pcs for Traders
o Setup and rack servers, ILO for remote connectivity to the servers
o Image servers
o Provided Support for Co-location
o Use Dame ware software to remote control user PCs to resolve issues
o Provided On call support after hours.
o Worked with vendors to upgrade client software and perform acceptance
testing.
Canaccord Financial January 2011 to July 2011
o Team Lead Systems Support - Wealth Management, Research & Independent
Banking
o Supporting approximately 70 Traders and Trading applications
o Provided support for applications such as IRESS, Belzberg, Reuters
Kobra, Thomson One,
Bloomberg, Reuters, IRESS KTA +, Brass
o Investigated problems reported by employees and provided
resolutions, support and direction to ensure that problems were
promptly resolved.
o Assign and Monitor progress on tasks allocated to staff reporting to
me.
o Setup Raid1 Pcs for Traders,
o Use Goverlon software to remote control user PCs to resolve issues
o Provided On call support after hours.
o Worked with vendors to upgrade client software and perform acceptance
testing.
Royal Bank of Canada June 2010 to January 2011
o SMS Deployment and Remediation
INVESCO Trimark
Investments Support Analyst 2007 - 2010
o Dedicated as sole support for all Investment department personnel
including fund managers, traders, CIO and other Investment
executives to effectively resolve hardware and software related
issues.
o Promptly resolved issues related to Investment software such as
FactSet, Bloomberg, Charles River Development, Flex Trade, Liquid
Net, Reuters, RightFax, Filenet, S&P, Microsoft Exchange, MS Office
2003, Adobe Acrobat, Blackberry and other 3G mobile phones.
o Trained and educated Fund Managers and Investment executives in
using Citrix, VPN and the Intranet Portal to access user
applications and software from the Internet.
o Upgraded Traders workstations from using 4 monitors and one
workstation to using 6 monitors spread across 2 workstations using
KVM switches which resulted in seamless integration and enhanced
productivity.
o Demonstrated a high level of flexibility and adaptability by
providing 24x7 on-call and in-home support for Investment
personnel.
o Supported and maintained all printers in the department to ensure
that all equipment was effectively working at all times.
o Set-up the Business Recovery Center and documented Business
Recovery procedures to ensure that no disruptions to workflow
occurred.
o Installed and setup wireless G routers for investment personnel in
their homes.
o Investigated and resolved all problems escalated by the helpdesk in
a timely manner by utilizing key interpersonal communication and
listening skills.
o Used LAN Desk Manager / SCCM to upgrade software, Install patches
and Install Software remotely to client's desktop.
o Deployed and fitted the new hardware with standard images that
included among other software Windows XP professional and Office
2003.
o Analyzed problems by interviewing users via telephone and e-mails,
collecting background information, events leading up to the problem
and recent environmental or functional changes.
o Created and maintained descriptive information in the Remedy
Problem Management system and Help Desk Knowledge Base, documenting
problems and approaches used in their resolution including process
flow diagrams and procedural diagrams.
Mackenzie Financial Corporation
2nd Level Support Analyst 2003 -
2007
o Mentored and supported helpdesk personnel to resolve problems
raised by users to ensure that consistent information was provided.
o Installed print servers, print queues and printers in a Windows
2000 environment.
o Upgraded and installed new software and software patches by using
VNC remote control and LANDesk manager.
o Investigated problems escalated by the helpdesk and provided
resolutions, support and direction to ensure that the problem was
promptly resolved in accordance with the Service Level Agreements
in place.
o Supported and resolved software related issues for Bloomberg,
StarQuote, Baseline, and S&P etc. as the primary analyst for the
Investment Division as well as Microsoft Exchange, GroupWise,
Microsoft Office 2000, Visio, Blackberry, Synergy, TRECS and VPN
for the rest of the Company.
o Rolled out major software upgrades to RightFax, VPN and Filenet.
o Analyzed end-user software, hardware, desktop PC and hand held
device requirements, obtained quotes from authorized vendors,
created purchase requisitions, obtained approvals from the
governing body and authorized purchases accordingly.
o Acted as liaison for warranty related issues with vendors such as
Lexmark, IBM and Millennium Data Systems etc.
o Deployed new desktop hardware upgrades configuration companywide.
Fitted the new hardware with standard images that included Windows
2000 professional, Office 2000 and other related software. Led the
deployment for the Investment Division by using strong leadership
and initiative capabilities.
o Created and maintained descriptive information in the Remedy
Problem Management system and Help Desk Knowledge Base, documenting
problems and the approaches used in their resolution including
process flow diagrams and procedural diagrams.
o Performed Q/A testing of Standard images built by the Integration
Lab before they were rolled out to Users.
o Provided extensive mentoring and coaching to junior and new staff
on an ongoing basis to ensure optimal performance.
Management Board Secretariat
Senior Support Analyst 2001 - 2003
o Analyzed end-user software, hardware, and desktop PC requirements
and provided recommendations accordingly.
o Performed Novell and Windows NT Administration duties by managing
user accounts, managing printers and file and system security
access rights and permissions etc.
o Provided problem analysis, technical support and problem resolution
of technology related issues to
o Employees which helped minimize errors and escalation of issues.
Resolved over 85% of problems on first contact.
o Investigated problems reported by employees and provided
resolutions, support and direction to ensure that problems were
promptly resolved.
o Resolved problems and installed software remotely by using
Microsoft's SMS Remote control functionality.
o Provided crucial support and training for GroupWise, Microsoft
Office 97 and Citrix Metaframe Remote dial for installation and
trouble shooting.
Manulife Financial
Intermediate Help Desk Analys
2000 - 2001
o Provided first-level problem analysis, technical support and
problem resolution of technology related issues.
o Investigated and resolved problems reported by Manulife employees
and business partners from across North America; resolved over 70%
of issues on first contact.
o Supported Lotus Notes, Microsoft Office 97 and mainframe printer
related problems.
o Communicated major system problems, both scheduled and unscheduled
outages to designated managers and help desk analysts.
o Participated in design teams to ensure that troubleshooting,
problem solving and required training for the help desk analysts
were adequately addressed.
Prior to 2000
Shaw Cable - Technical Support Representative 2000
Freelance Accountant and Income Tax Specialist 1991 - 2000
Second Chance Wholesale and Leasing Inc - Administrative Assistant 1996 -
1997
Education and Professional Certifications
o MCITP Training - Windows Server 2008
o Certified Novell Administrator
o Certified Novell Engineer
o Microsoft Certified Professional Windows 2000 Professional
o Microsoft Certified Systems Engineer (NT)
o Microsoft Certified Profession + Internet
o CompTIA Certified Network +
o CompTIA A+ Core and O/S Technologies
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