Senior IT Analyst

CAREER OBJECTIVE

To apply my skills, knowledge, and experience in an Operations or Incident/Change management role where I can contribute to fulfilling company goals while pursuing personal learning and career objectives.

HIGHLIGHTS OF PROFESSIONAL SKILLS

Familiar with Microsoft Applications, Oracle databases, Visual Basic.NET, HTML, C/C++, Java and C# programming languages, Remedy, MS Office, WIN7, WIN8.1, SCCM, Inventory management systems, Manhattan WMS

Extensive experience with setting up/building servers, application support and end user support

Implementation lead for software implementations and coordination of multiple teams

Service delivery management which involves communication with business and various IT teams

Experience in network infrastructure cutovers, including installation of new network equipment and performing UAT

Strong analytical, research, and problem-solving skills

Excellent time management and ability to work with tight deadlines

Adapt quickly to new work environments with the ability to work independently or as a part of a team

WORK EXPERIENCE

Senior IT Analyst 2008 - 2015

Loblaw Companies Limited, Brampton, Ontario 2007 – Present

Worked as a Major Incident Coordinator for 20 distribution centers nationwide

Worked as a Change Management lead and was responsible for submitting and approving change requests in Remedy

Worked on multiple projects including decommissioning of distribution centers and corporate offices, Network migration projects, Desktop OS upgrade projects (Win 7, 8.1); Office 365 migrations, Installation and maintenance of new software including documentation, training and support, nationwide Manhattan WMS rollout

Provided 24-hour support for 3 distribution centers across Canada, including but not limited to any and all network, network equipment, WMS, RF equipment, mobile devices, computer equipment, servers, application issues and end user support

Submitted, followed up and closed incident requests in Remedy on behalf of end users

Represented IT department at weekly meetings with senior business management team to provide updates on IT support, outages, timelines and special projects

Handled multiple issues at the same time and defined priority for other support teams

Managed user access and account management in Windows and WMS environments

Upgraded, configured, maintained and repaired RF equipment

Oversaw Ontario RF equipment and desktop inventory, including third party locations

Managed SOP documentation for support and training purposes

Technical Support Specialist 2007 - 2008

Enablez Inc., Toronto, Ontario 2007 – Present

Troubleshot complex technical issues over the phone and via remote desktop technology

Investigated and analyzed issues by reproducing the problem reported by the client

Assisted with the development and the implementation of procedures, methods and tools to improve customer satisfaction

Participated in the negotiation of maintenance release contents and timing with the software development team, the testing team and the customer

Prepared reports on problems, resolutions and statuses

Provided after hours phone support for clients

Actively and persistently advocated on the customer's behalf within the business unit, bringing the customer's concerns and issues to the attention of management so they get resolved in a timely fashion

Developed scripts to update, alter, and repair client data

Led onsite System implantations and go live support

Prepared and performed complex software installations and client updates, including ResortSuite, Oracle 10g, Crystal Reports and USoft development environment

Created, reviewed, and revised product documentation, such as release notes

Software Programmer 2006 – 2007 2006 – 2007

Matrix Research Ltd., Toronto, Ontario

Maintained workstations, set up new terminals with operating systems and required software, set up office networks with MS Windows XP

Imported market research data into a database, extracted required data from the database, ran custom macros to organize data in a manner requested by the client, checked for errors and debugged, versioned macros to suit all clients

Analyzed the needs of the BA and wrote functions and macros to automate processes in cleansing and converting data

Analyzed reports for data integrity and made appropriate recommendations to management for business decisions

Mapped data from various systems into databases

EDUCATION AND TRAINING

Seneca College of Applied Arts and Technology

Graduated Computer Engineering Technology in 2006 specializing in software development

References

Available upon Request

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