Experience

Province of British Columbia

• Travel Arrangements
• 200 - 300 Employee

• Client Support Analyst

  • Aug 1986 - Present



BC Pension Corporation

• Canada
• Government Administration
• 300 - 400 Employee

• Workstation Analyst

  • May 2011 - Sep 2020

  IT IT



Ministry of Labour and Citizens' Services

• Sr. Client Support Analyst

  • Jan 1995 - Sep 2008

  • Provided 2rd tier problem resolution without further escalation for technical, software, application, and security support for over 17,000 BC OnLine end-users • Provided application support for 15 (fifteen) on-line government databases available through BC OnLine • Acted as the GDSA for the department by identifying and resolving all security access and resource problems. Reviewed RACF violation reports and lead subsequent investigations. Participated in all security initiatives and acted as the sole liaison between BC OnLine and the Security Services Division of the BC Government • Generated and analyzed monthly operational performance reports based on the phone stats from the Automated Call Distribution (ACD) and the incident reporting system to ensure service levels were met as set out in the agreement between the Partnership Management Office (PMO) and McDonald Dettwiler (MDA) • Administered Problem Tracking Systems, Peregrine (ITIMS) and Remedy, and created incident tickets, which was later used in conducting problem and trend analysis • Reviewed Technical Information Bulletins (TIBS) for RACF changes and developed training material and used it to conduct information sessions and one-on-one training for internal and external users on how to use security, access and authentication processes, tools and rules • Initiated and tracked Telecommunication Service Requests (TSR’s) for new and existing dedicated customers to take in and out circuit orders and reviewed the Billing Information System (BIS) report for account charges • Initiated paper work and worked with BC Government MVS Access staff on all types of MVS service requests • Investigated WEB server application problems by using Web Utility, Access, Error and Security Logs • Performed systems and user acceptance quality assurance with multiple business partners. Created, developed, and maintained test plans, test cases, and contributed to the development of the end product Show less



BC Systems Corporation

• Customer Service Agent

  • Jan 1988 - Dec 1994

  • Provided first line technical support for the BC Government’s Shared Provincial Access Network (SPAN/BC), Voice Telecommunications, Mainframe Platforms and Operations by monitoring and diagnosing problems, and achieving resolution through the use of system queries and diagnostic tools • Administered the Problem Tracking Systems (Infoman, Monies and Remedy) by creating Incident Reports containing pertinent information for calls that could not be solved • Created documentation for the department including the Customer Service Centre User Guide, After Hours Contact, Disaster Recovery Plan, and Progress Reports Show less