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Analyst Customer Service

Location:
Oshawa, ON, Canada
Posted:
January 12, 2020

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Resume:

Michael David Burnett

Cell:289-***-****

EMAIL:ada98v@r.postjobfree.com

Add: 208 Park Rd N, Oshawa L1J 4L8

Career Target:Business Analyst

Summary of Qualifications

● Over 10 years of work experience in financial sector as Business Analyst and Process Design

● In-depth product knowledge in Wealth, Risk management and Business Analyses

● Extensive experience with front office, back/middle office, risk management applications and processes combined with advanced leadership and communication skills.

● Experience in Tax reporting (FATCA) structures, Enterprise Data Governance as well as Global Regulatory initiatives (Basel, OSFI, Dodd Frank, IFRS9 etc).

● Expert knowledge and experience in preparing and planning requirements and guiding stakeholders

● Experience working in Agile and Waterfall environments to provide strategic and tactical leadership in the development, implementation, and testing of new processes, technologies, and operating models with a focus on reducing risk, manual inputs, and increasing efficiency. Employment History

Business Analyst, Corporate Marketing Group Sept. 2016 –Nov. 2018 THE TORONTO DOMINION BANK (TD BANK)

TORONTO, ONTARIO

● Improved process, identified Process Gaps as well as ensuring systems updates as required are analysed, tested and implemented

● Create Business requirements documentations for system needs and Requests for change; work with stakeholders to ensure a clear understanding of requirements

● Maintain and implement technology updates and issues for department relating to software and supporting strategic applications.

● Management of external vendor groups that facilitate the corporate marketing program. Business Analyst, Credit Quality Group June 2013–Sept. 2016 THE TORONTO DOMINION BANK (TD BANK)

MARKHAM, ONTARIO

● My duties include implementing process improvements, identifying Process Gaps as well as ensuring systems updates as required are analysed, tested and implemented

● Create Business requirements documentations for system needs and Requests for change; work with stakeholders to ensure a clear understanding of requirements

● Maintain and implement technology updates and issues for department relating to hardware and software

● Maintain Operational Loss reporting for senior management across the bank

● Manage a team of 1 admin (admin and reporting), and 1 Jr. Business analyst (systems/process analysis)

● other duties as assigned

● Weekly coaching

● Performance review

Achievements:

● Received multiple "Act for Impact" awards for developing metrics trackers to measure individual’s productivity and process improvements and reporting

1

IT Business Analyst, CSTS -Risk Solutions

June 2010 – June 2013

THE TORONTO DOMINION BANK (TD BANK) TORONTO, ONTARIO

● Work with business stakeholders and other SME’s to assess current capabilities and understand high-level business requirements

● Understand business requirements and apply technical background/understanding in the development of System Requirements Specification (SRS) documents

● Monitor product lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required Michael David Burnett Cell: 289-***-**** EM:ada98v@r.postjobfree.com

(Continue…)

● Identify and implement process improvements to enhance revenue, stakeholder experience and/or reduce costs

● I am involved in assisting in the coordination of operational activities and application support for Moody’s, Risk Advisor and Facility Risk Rating applications

Achievements:

● Successfully upgraded Moody's Financial Analyst version (to for Moody’s platform, and completed a data migration from previous version

Credit Analyst, TD Commercial Banking

Dec 2008 – June 2010

THE TORONTO DOMINION BANK (TD BANK) TORONTO, ONTARIO

● Prepare credit applications with a high quality of risk assessment, credit structure, due diligence, and credit presentation

● Make recommendations on credit decisions to Manager of Commercial Credit

● Renew credits in a timely manner, meeting targets for expired credits

● Monitor and control the portfolio and provide feedback to the leadership team on any accounts that are outside guidelines and/or assigned limits and conditions

● Be knowledgeable of and comply with Bank and Industry Codes of Conduct

● Be knowledgeable in accurately applying credit assessment tools Commercial Customer Service Officer, TD Bank Financial Group June 2006–Dec 2008

THE TORONTO DOMINION BANK

O

● Provide first line support to customers regarding cash management products (electronic funds transfers, Cheque reconciliation services, lockbox)

● Troubleshoot errors and provide solutions to prevent further errors of transmissions

● Setup new implementations and guides for new customers, also providing walkthroughs of the services

● Be knowledgeable of and comply with Bank and industry codes of conduct

● Understand and apply bank/service centre operating policies and procedures and ensure necessary due diligence is taken to support the accuracy of all customer transactions and all partner controls, on time, meeting SLCs Achievements:

● Received spot awards for going above and beyond Customer expectations Business Analyst, CB Technology Group

Mar 2004 – June 2006 THE TORONTO DOMINION BANK

TORONTO, ONTARIO

● Administrator for various banking tools and provide support to users for errors and questions

● Help users with Lotus notes setup and installation of applications

● Create and maintain support and training documents 2

● Organize and manage our access control lists

● Supervisory role part of the BASEL support team, that included scheduling, escalation Achievements:

● Successful implementation of Basel phases 1A, 1B, and 1C

● Nomination for an Award of Excellence

Service Availability Representative, Production Services Dec 1999 - Mar 2004 THE TORONTO DOMINION BANK SCARBOROUGH, ONTARIO

● Support of problem and incident management, and project implementations.

● Monitoring of file transmissions to and from internal and external customers.

● Track and report on incident managements entries using MS Excel and MS Project.

● Liaise between technical support groups to resolve production problems.

● Work closely with the scheduling team to ensure pending scheduling requests were resolved in a timely fashion.

● Production support for daily file transmissions. Michael David Burnett Cell: 289-***-**** EM: ada98v@r.postjobfree.com Achievements:

● Utilizing my incident management reporting skills and working closely with support group We achieved a 20% reduction in file transmission failures in comparison to the previous year. r, Media Operations Jul 1999 – Dec 2000

THE TORONTO DOMINION BANK SCARBOROUGH, ONTARIO

● Ensure that the correct tape volumes are available at the right time.

● Maintain free scratch pools and initialize new tapes to the scratch pool as required

● Operate a system console.

Formal Education

GLOBAL KNOWLEDGE – MCMASTER UNIVERSITY

2013

REPORT AND PROPOSAL WRITING TORONTO, ONTARIO

Course is designed to provide the skills needed to improve the planning, structuring and formatting of formal and informal reports

GLOBAL KNOWLEDGE -MCMASTER UNIVERSITY

2012

Business Analysis Associates Certificate TORONTO, ONTARIO BA 10: Business Analysis Essentials

BA 20: Requirements Development, Documentation and Management BA 35: Data Modeling

BA 45: Business Process Analysis

BA 60: Requirements Validation and Testing

DURHAM COLLEGE OF APPLIED ARTS AND TECHNOLOGY

2008

ACCOUNTING I

OSHAWA, ONTARIO

Topics covered include the balance sheet and income statement, recording changes in financial position, journalizing transactions, end-of period adjustments, accounting for a merchandising business, inventory, and cash. Course is equivalent to CIB, CGA, CPA, CIE, HRPAO and OIPMAC accredited courses 3

Business Information Systems Diploma 1999

DURHAM COLLEGE OF APPLIED ARTS AND TECHNOLOGY OSHAWA, ONTARIO Courses completed include: Cobol, Qbasic, Computer Operations, dBase IV, Solaris, Unix, Windows, WordPerfect, Lotus, MS Excel and MS Project.

Computer Information Systems Diploma 1997

DEVRY COLLEGE OF TECHNOLOGY SCARBOROUGH, ONTARIO

Acquired a solid foundation in systems analysis and understanding of systems development models, such as the application-development life cycle, structured design, data-driven design and object-oriented analysis and design

Gained Knowledge in both personal computers and mainframes Problem-solving, structured analysis and time management skills

Courses/Seminars Completed

● Business Analysis – Requirements developing, documentation and management

● JCL Fundamentals, Job Processing, Datasets and Procedures

● ISPF/TSO User Interface and Program Development

● MVS/JES Fundamentals, Enhancing Performance, Utilities, Basic and Advanced Operations Personal & Professional Achievements

● Participate in a yearly hockey charity event to benefit the Heart and Stroke Foundation

● Participate yearly in the Juvenile Diabetes Research Foundation bike ride with TD 4



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