Service Analyst

SPENCER JEAN-MICHEL

PHONE 647-***-****

E-MAIL: **********@*****.***

EDUCATION

2007–2012 Ryerson University Toronto, ON

MAJOR: Project Management Business and Information

2001–2003 George Brown College Toronto, ON

MAJOR: Systems Information Technology I.T

1997 -2000 Ecole Secondaire Macdonald Cartier Sudbury, ON

EXPERIENCE

March 21, 2016 – Present Bell (www.bell.ca) Mississauga, ON

Project Administration

Establish the critical path and manage all logistical requirements including material for multiple technologies

Analyze requirements based on RFW/WBS received

Obtain all assignments from various groups, databases and field notes to prepare a COE RFW

Coordinate issuance of equipment required

Keep SAP Milestones current through the various installation phases.

Manage the budget of projects to ensure there are no budgets over runs to optimize financial integrity

Maintain all databases COPS /IPACT/H.S.A/SAP

January14, 2016 – March 14, 2016 Rogers (www.Rogers.ca) Brampton, ON

Technical Support Analyst– Contract

Assist in developing strategies and managing the implementation of projects to close identified gaps.

Troubleshooting existing systems by providing recommendation and performed the necessary repairs to hardware. Analyze systems/applications performance metrics.

Tracking and reporting on progress on a regular basis to key stakeholders and customers

Identify key aspects of a project to insure that any obstacles overcome, and that the project is success.

Manage AV/VC video equipment on both Polycom and Cisco platform.

Supervise installation of the video equipment and ensure that it meets the specification listed in the blueprint.

Assist in the supervision of audio, video, and control systems for commercial projects.

September 2, 2015 – December 2, 2015 Bell (www.bell.ca) Mississauga, ON

Business Analyst – Contract

Conduct a process level and technical level Business Impact Analysis to determine the level of risk, recovery time and recovery point objectives, criticality, and required mitigation strategies.

Assist in developing strategies and managing the implementation of projects to close identified gaps.

Review, approve Design Specification, evaluate recommended solutions supplied by the vendors and give acceptance or recommend modification to the solution.

Analyze systems/applications performance metrics.

Identify ways to better deploy existing technology to modify processes to better effectively leverage the technology.

Determine deployment strategy and release strategy in consultation with other team members.

Develop quality test strategy/plan and validate that adhere to those standards.

Prepare methods/documentation/procedure for the introduction for new or change systems or processes.

January 3, 2010 –August 11 2015 Canadian Tire (www.canadiantire.ca) Toronto, ON

Technical Specialist Level II

Provide first and second troubleshooting level incident support and resolution.

Deploy hardware and software technology to address client request for service.

Participate in technology management processes, including technology refresh, asset inventory, patch deployment, configuration management utilizing SMS/SCCM expert.

Enhance the technical expertise of peers via the development and delivery of product training to peers, and the creation and maintenance of documentation.

Experience with technologies used in management and deployment of Window environments: Microsoft SMS/SCCM, Active Directory services, Blackberry Enterprise Server, Windows/Unix environment servers.

Participate in the on-call pager support rotation.

Act as the primary IT resource for the project management department.

November 3, 2008 –December 10, 2010 OLG (www.OLG.ca) Toronto, ON

IT service center Analyst

Resolve incidents from OLG customers meeting established SLA targets either through first call resolution or through use of SMS or other equivalent remote control tools.

Evaluate all acceptance packages for rejection or approval based on their impact to Customers and whether all requirements have been met

Document calls flows, call handling, scripts, and templates and support processes for IT Service Centre Analysts. Expertise in Remedy is mandatory

Operating Systems such as Windows 98/NT/2000/XP

Working with other internal IT service providers (networks, vendors, and infrastructure or solutions delivery) resolve incidents’ ensuring complete customer satisfaction is achieved

Experience with Cobit Governance Process

Evaluate all acceptance packages for rejection or approval based on their impact to Customers and whether all requirements have been met

Client/Server environments, LAN/WAN, Microsoft Networking

Knowledge of Telecommunications & IT Infrastructure principles

Strong understanding and proven capability of Project Management principles

As a member of a project team, participate in projects defining customer service level objectives, business requirements & training objectives for IT Service Centre

LANGUAGES

Fluent in both National Languages English and French

Reference available upon request

Contact this candidate