Support Specialist Software

Blair Greenham

416-***-**** *******@****.*** www.linkedin.com/in/blair-greenham-23a3b16

Profile

Software Support Specialist

With over 25 years of experience in both the Financial and Information technology industries, an innovative professional with a record of outstanding accomplishments. Combines strong business acumen and technical expertise to support mission-critical financial applications.

Key role in supporting business application client/server environment. Accustomed to tight deadlines with proven organizational skills in a wide range of financial environments. Effective communicator with all stakeholders.

Technical Skills

Quality Assurance testing

SQL

Data Mapping

Business Contingency Planning

Unix Systems Administration

Interface Implementation and Analysis

Microsoft Office applications

Professional Experience

RPM Technologies January 2018 to present

Software Support Specialist

RPM Software Support Specialist which is an integral member of the Technical Support Team that provides software application maintenance and support to clients in order to minimize service disruption and facilitate mission critical operations.

Provide technical and application support to ensure the availability and functionality of all RPM products for all clients with minimum downtime.

Respond to production issues/emergencies during business hours and some off hours according to the agreed upon SLA’s.

Monitor and review incoming emails for responses for existing items and new client issues to ensure there are enough background and details to allow triage.

Create and support Client Activity Requests items for ASP ad hoc requests from clients in ticket system.

Test and Perform root cause analysis and provide technical solutions to production related application errors.

Assist with application implementations and configuration.

Scotia Bank June 2005 – November 2017

Application Support Analyst

For a global wealth and risk technology team, provided application support to New York and Houston finance entities. Managed Technology projects within tight deadlines, such as implementing new source system data into a reporting application.

Involved in a large scale US Fed project to reduce financial adjustments by automating manual processes.

Completed daily and monthly reconciliations for the New York energy, agriculture and commodity team in order for them to file accurate regulatory reporting.

Planned and prepared for Disaster Recovery testing to meet internal infrastructure compliance mandates.

Business Analyst

Supported and maintained the HollisWealth advisor’s management application, responded to production service outages and daily operational issues.

Initiate or update various system access requests for head office and advisors so that the users could perform their required tasks in the applications.

Enhanced user access control in applications based on the banks Logical Access Management Model would make system audits transparent.

Supported front office and back office staff on any system related issues and changes which alleviated escalations to senior management.

Trouble-shoot and resolve application issues, escalate from customer support and other departments with a 100% success rate.

Monitored trading applications within production environment for connectivity to market exchanges to prevent any type of trading loses.

Dundee Wealth Management January 2003 to June 2005

Senior Accounting Analyst

Worked closely with I.T department to assist in the development and enhancement of an internal commission reporting system.

Managed various projects that automated manual processes (system conversions, outstanding loans, audit projects etc.)

Reconcile and correct complex commission related issues in a timely manner to reduce advisor inquiries or complaints.

Prepare month end reconciliation reporting and adjustments in order to complete regulatory financial reporting.

Product Development & Special Projects

Consult with system service providers to develop new applications in order to meet new business needs.

Test any new changes deployed to UAT and production environments to ensure they were deployed successfully.

Document system development and/or enhancements so technical teams were clear on changes requested by the stakeholders.

Managed small to medium sized projects to meet the business needs of the firm.

Education & Professional Development

Scrum.org - 2017

Agile & Scrum training

International Training Ltd - 2015

Business Requirement Gathering and Techniques

Information Balance Inc. - 2005

User Acceptance Testing

Learning Tree International - 2002

UNIX Advanced Introduction & Relational Databases: Design, Tools & Techniques

OSSD – Bayview Secondary School – 1989

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