Experience

TMX Group

• Canada
• Financial Services
• 700 & Above Employee

• Business Process Analyst

  • Nov 2021 - Present

• IT Analyst

  • Nov 2019 - Nov 2021



Compugen Inc

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Service Desk Analyst

  • Nov 2017 - Oct 2019



Pearson

• United Kingdom
• Education
• 700 & Above Employee

• Helpdesk Support Analyst

  • Feb 2016 - Nov 2017



RBC

• Canada
• Banking
• 700 & Above Employee

• Subject Matter Expert | Migration Support Specialist

  • Apr 2015 - Nov 2015

  - Providing on going migration and technical support to field technicians and end users for 1000+ migrations a day, which includes, but not limited to: Backup, Applications, Outlook, Configuration and Domain issues.- Manage asset allocation and work orders in both standalone locations and at migration depots. - Configure, install, and manage hardware migration from Windows XP to Windows 7 - Monitor email and telephone queue for incoming issues.- Created documentation for technical procedures, standard corporate practices and policies.- Guided and assisted fellow peers on issues and processes where needed- Responsible for going through escalated tickets (issues) in the ticket manager tool and following up with them, which includes, contacting end users, resolving outstanding issues and closing them- Responsible for supporting a specific division of RBC (Technology & Operations | Head Office), which includes knowing in depth knowledge and troubleshooting skills for specific software applications and processes for that specific division- Analyzing and inputting necessary data in specific IBM tools and programs- Familiarizing myself with all IBM and RBC tools and programs that are necessary for this project- Project: IBM/RBC Windows 7 Migration



Toronto Stock Exchange

• Canada
• Capital Markets
• 100 - 200 Employee

• Desktop Deployment Analyst - Windows 7 Migration

  • Nov 2014 - May 2015

  - Migration of 1000+ users from Windows XP to Windows 7; imaged new and existing workstations to Windows 7-Prepared and built desktops and laptops of up to 30 a day, which includes installing memory,drives and keyboards for some laptops-Installed necessary software required for each user-Verified that migration to Windows 7 was successful and all the applications, printers and network mappings under the user's account are there- Restoring user data, profiles, Outlook data on migrated machines-Prepared the new desktops and laptops for deployment and installed them at users' stations-Setup and verified the network, resolution and peripherals for the users- Dealt with users face to face on a daily basis; handled users' immediate concerns and issues of the existing and new hardware and software as efficient and effective as possible-Reported status updates to Project Manager frequently-Working closely with Project Manager and team to develop various beneficial skills- Working in a highly professional and competitive environment towards achieving targets by following TMX Group guidelines and rules-Project: Windows 7 migration and deployment



Medical Pharmacies Group Limited

• Canada
• Pharmaceutical Manufacturing
• 100 - 200 Employee

• IT Consultant | Business Analyst- Capstone Project for Ryerson University

  • Sep 2014 - Apr 2015

  September 2014 – January 2015 - - Worked as an IT consultant and business analyst to develop an IT solution to solve a specific business process within the company- Created a SWOT and PESTLE analysis to determine which process needs to be reevaluated or completely changed and came to the decision of implementing an inventory management system- Used business models to analyze industry dynamics (identifying revenue sources, customer base, products, etc.)- Discusses the need to align IT strategies with business strategies and describe specific techniques to implement and manage IT systems to support these strategies- Conducted applied field research- Prepared complex reportsJanuary 2015 – April 2015 -- Used various methodologies ( system development and project management methods) to develop and implement the recommended solution- Selected the best suited solution for the company by identifying business opportunities and problems, determining the requirements to address these opportunities/problems, defining user needs, assessing workflow and process improvements- Drafted and provided vendors with RFI, RFP and RFQ - Developed a plan, which consisted of a cost/benefit analysis, risk assessment, etc. for implementing, maintaining, and supporting the proposed IT solution- Dealt with group dynamics in a pressured environment and managed to handle client relations and expectations



Cineplex

• Canada
• Entertainment Providers
• 700 & Above Employee

• Customer Service | Cash Handler

  • Jun 2011 - Dec 2014

  - Developed customer service skills by assisting customers in all inquiries which went beyond the service experience customers expected and increased customer satisfaction- Delivered quality customer service by responding to customer inquiries efficiently which provided customers a great experience - Developed customer service skills by assisting customers in all inquiries which went beyond the service experience customers expected and increased customer satisfaction- Delivered quality customer service by responding to customer inquiries efficiently which provided customers a great experience



Toronto Stock Exchange

• Canada
• Capital Markets
• 100 - 200 Employee

• Inventory Analyst

  • Aug 2014 - Sep 2014

  - Travelling to remote locations, offices and some TMX Group owned companies (CDS, RAZOR) to perform physical inventory checks as efficient as possible at all locations (Toronto and Markham)- Ensuring and confirming ID codes of all inventory are up to date and accurate - Analysing inventory of all users within Microsoft Excel and reporting any changes needed to IT manager- Responsible for documenting, updating and organizing all inventory in excel spreadsheets- Working closely with IT department and developing various beneficial skills- Project: Preparing for the transition to Windows 7 operating system (August 2014 - September 2014)