2016 – Present CIBC Distribution Technology & Channel Strategy, RBBT Toronto, ON
Incident Manager & Monitoring Specialist
In a lead role manage on a 24/7 basis , vendors and internal groups TSC, GCC, EIM in the co-ordination of service recovery and communication relating to all incidents effecting Contact Center LOB’s
Work in colaboration with business teams to provide communication updates on incident outage and recovery , and problem statements definition accuracy.
Monitor and manage the SLA associated with open incident tickets by TSC assigned to Bell Canada and associated suppliers
Work on incident recovery, post mortems and incident reviews with: internal Problem Management and technical teams (driving to root cause and permanent remedial actions, etc.) and LOB teams (obtaining detailed impact statements, providing feedback to confirm nature of impact experienced, etc.)
Provide detailed documentation of the incident and recovery process, and contributing to keeping support documentation current & accurate
Attended and represented team related incidents at CIBC Enterprise Critical CMOR and OE sessions
Assisted with assessment of intake requests and deployment strategy of solutions
Interpreted information from operation groups to assist and make recommendations for incident recovery and problem management
Assist with work packages and the implementation/deployment of new technology solutions in the contact centres.
Assist with coordinating verification of related to Change Management (e.g., Emergency CHG, Microsoft patching, etc.)
2013 – 2016 CIBC Distribution Technology & Channel Strategy, RBBT Toronto, ON
Senior Client Technology Analyst
Single point of contact for all telecommunication related issues and general inquiries
Responsible for monitoring all voice technology related servers, applications and hardware
Provide exceptional customer service
Responsible for daily routine checks and verifications
Respond to client requests via email and telephone inquiries, repairs and installations
Responsible for vendor escalations and communications
Ability to find common trends and focus on technical related issues
Provide documentation and technical procedures for our SharePoint database
Responsible for voice backups and restores
Conduct offsite visits to various CIBC locations to resolve technical issues and escort vendors
Create change records according to Change Management policies and regulations
Provide management with problem statement updates during outages
Execute routine changes and coordinate with developers and testers for successful completion
Manage vendor relationships during incidents to ensure timely resolution to minimize CIBC’s overall risk profile
2010 – 2013 Technology Field Services North York, ON.
As a Sr. Client Technology Analyst
Provide technical support to resolve incidents related to technology products and coordinates service recovery with internal and external service partners. Appropriately escalates complex problems to Senior Technical Analysts.
Coordinate and executes change activities (IMACs) according to standards and processes in alignment with client requirements. Includes maintenance of associated inventory and configuration management databases.
Perform preventive maintenance and enhancement activities such as testing and deployment of operating system and application releases.
Troubleshoot to resolve hardware, operating system, network and application problems. Coordinate with external and internal service providers, as required, to specified service level objectives.
2008 – 2010 CIBC – Business Contact Center North York, ON.
As a Technical Support Analyst
IMAC administration and management – initiate the request for application setup for existing and net new employees. Includes both PC and Application support before, during and after implementation
BCC Support for new project application implementation – the after implementation transition and ongoing operational support (Both business and technical)
1stpoint of contact for BCC staff on Operational support (i.e. Local printer support, Network printing setup, troubleshooting desktop and applications issues)
Analyze the user problem or issues and provide guidance/corrective action for the BCC staffs.
On behalf of BCC staff, liaise with Technical Support or NCCO when escalations arise as required.
Liaise with NCCO and TSC, in the event of issues that cannot be solve at the Business Contact Center (BCC)
Ensure that solutions offered to the BCC staff comply with CIBC policies and regulatory requirements.
Provide cross training for Problem and Change team, for back up purposes
Received Q3 Team and Q4 Individual Achievers Award in 2008
2005 – 2008 CIBC – Business Contact Center North York, ON.
As an EFT Investigations Officer
Responsible for the day-to-day activities consisting of managing client phone calls on EFT Traces and Recalls as part of a front line service queue
Investigate/trace claims of missing credits and pre-authorized debits for corporate clients
Investigate recurring anomalies or irregularities to determine their frequency, cause, and recommend potential solutions.
Regular contact with CIBC branches, Intria, Global Payments and other internal departments in providing details on electronic payments
Liaise with other Financial Institutions to recover funds processed through the EFT system
Identify and analyze problems and provide guidance/corrective action for the client.
Balancing and approving customer edits/files
Generating various customer reports
Help my pears in various technical issues (Application & System)
Received a Q3 Individual Achievers Award in 2007
2003 - 2004 CIBC (CPD) North York, ON.
As a Reconciliation Officer
Collecting all the reports for the reconciliation.
Making necessary Excel Spreadsheet & linked to the Automated Formulas
Inputting values as per the records in the reconciliation Excel Work book
Analyzing the report and rectifying the error
Calculating outstanding balance daily bases
Link the Reconciliation to all final outstanding Balance
Designing & writing conditional formula in Excel Spreadsheet as manager request
Cutting, Posting & balancing Cheques in coins assess