Experience

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  SpeedLine Solutions Inc

  • Abbotsford, British Columbia, Canada

  • Project Management Support Specialist

    • Jun 2020 - Present
    • Abbotsford, British Columbia, Canada

    Primary responsible for ensuring the ongoing successful operation of SpeedLine customers' POS systems by providing hardware, software, and system support to end users. Other responsibilities include:● Oversee junior peers in addressing technical problems through a variety of methods,including complex troubleshooting, research, programming, educating, remote system access.● Manage technical projects for customers and provide training sessions on our products.● Collaborate with third party vendors as necessary to resolve technical problems including, but not limited to, technical communication issues between products and payment card processing issues.● Collect and analyze menu, system information, and data files from customers, toprogram customer systems, including complex SpeedLine menu, inventory and systemconfigurations, networks and routers.

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  Treehouse Childcare Centre

  • Early Childhood Teacher

    • Feb 2019 - Jun 2020

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  Ann Davis Transition Society

  • Chilliwack, British Columbia, Canada

  • Family Visit Supervisor

    • Jul 2018 - Jun 2020
    • Chilliwack, British Columbia, Canada

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  Highroad Academy

  • Chilliwack, British Columbia, Canada

  • Education Assistant

    • Feb 2020 - Mar 2020
    • Chilliwack, British Columbia, Canada

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  CREATIVE KIDS LEARNING CENTERS L.L.C.

  • Chilliwack, British Columbia, Canada

  • Early Childhood Educator

    • Jul 2019 - Mar 2020
    • Chilliwack, British Columbia, Canada

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  Chilliwack Society for Community Living (CSCL)

  • Chilliwack, British Columbia, Canada

  • Community Support Worker

    • Aug 2018 - Jan 2019
    • Chilliwack, British Columbia, Canada

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  Convergys

  • Chilliwack

  • Technical Support Analyst

    • May 2016 - Oct 2016
    • Chilliwack

    ● Assisted external users of the client’s technical products or services● Troubleshoot basic and routine customer issues that are technical in nature● Ensured service delivered to our customers meets contractual Key PerformanceIndicator

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  Rarejob Inc

  • ESL Teacher (Part-Time)

    • Jan 2012 - Jun 2015

    Conduct online classes to Japanese and other non-English native speakers. Subjects vary from Conversation, Grammar, TOEIC, TOEFL, IELTS, etc. to Children and Adults.

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  HSBC

  • MI Analyst (Assistant Manager)

    • Jul 2014 - May 2015

    Support Management Team in monitoring operations work progress on tax profile completions that mainly includes: track work progress, monitor cases with issues, analyze and provide optimal allocation of workload, prepare the daily MI pack and other pertinent communications, propose and implement any process improvements and work closely with the PMO Team to support any project changes.

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  Macquarie Group

  • Operations Manager

    • Jul 2013 - Nov 2013

    Part of the Risk Management group supporting various Risk Services being used by the bank globally with the following responsibilities:• Lead a team of Application Support Analysts• Act as Level 2 point of contact for the business supporting a nuber of business-critical services and applications• Effectively manage client expectations and escalating where appropriate• Involvement in a number of projects ranging from software upgrades, to business-driven enhancements• Lead process improvements, system integration and Business Continuity Plan efforts• Build and maintain strong relationships with the business

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  HP

  • Service Delivery Manager

    • May 2010 - Jun 2013

    Service Delivery ManagerFunctions as the Global Service Delivery Manager of two services – Point of Sales Materials (POSM) and SAP Connectivity Solutions (SCS) under Procter & Gamble Customer Center (PGCC) with the following roles and responsibilities:• Acts as the primary contact for the Operations Owner of the client• Manage escalations within the service• Accountable for the monthly results of the team, ensuring that the service level targets are met• Drives Service Improvement Plans (SIP) in order to maintain/improve service levels of the team• Provides overall leadership, control and decision making and takes responsibility for the IT Operations Management teamsImplementation LeadLeads the Implementation team of another customer portal application with the following roles and responsibilities:• Provide mentorship to team members• Monitor projects handled by team and assist in any escalation• Provide expertise on customer consultations regarding new requirements or enhancements for the application• Manage people resources by making sure that there are available resources for each project requested by customers while considering the knowledge and skills of team members

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  AL FALAK MIDDLE EAST L.L.C.

  • Systems Engineer

    • Dec 2009 - Apr 2010

    Responsible for network and systems design, specifically on IPTV projects for supported companies in UAE. Provides consultancy and assistance in setting up, testing and support of IPTV networks as well as resolves technical and business issues related to the project. This includes installation and configuration of set-top boxes and middleware, configuration of networks and firewall, managing the conditional access, configuring IPTV channels, and troubleshooting system errors. I was also assigned to lead all project communications and follow-ups.

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  HP

  • IT Consultant

    • Sep 2007 - Nov 2009

    Subject Matter Expert• Plans, coordinates and delivers solutions to complex problems using specific industry knowledge and expertise to meet service level requirements by applying advanced knowledge of Information Technology (IT) disciplines, including ITIL• Incident Management: Resolve technical and some business incidents independently. Mentor/assist less-experienced team members on complex incidents.• Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.• Leads and facilitates knowledge transfer activities to junior team members and peersProcess Owner (Incident, Release and Security Management)• Leads service delivery reviews and day-to-day operation execution • Leads compliance initiatives for a specific ITIL process within the team• Trains users and co-workers according to area of responsibility/ownership• Develop (code), test, document, and support enhancements to business solutions following industry and/or customer standards • Lead the security audit for P&G Customer Portal applicationApplication Management Specialist• Provides day to day support to customers using industry standard practices such as PCIM Processes• Provides specialized skills and knowledge of a particular domain (technical, business and/or application) that helps to ensure rapid resolution