Various functional roles related to fully integrated real-time Brokerage Accounting and Portfolio Management system (Oracle/Unix/C++/Java based).Senior Applications Support Analyst - Email, telephone, on-site and on-call client application support and training.• Improved issue resolution response time by approximately 50% by identifying and training on sources of error logging and research.• Resolved approximately 90% of client overnight production issues without business-day impact by implementing detection/notification process.• Exceeded portfolio statements client SLA and cut verification time by approximately 50%. SQL/UNIX Developer - Oracle PL/SQL, Perl and UNIX ksh programming. Business analysis and client report development using SQL/XML/Perl/Excel.• Created flexible SQL -> XML -> XLS translation process for custom client reporting.• Reduced 2-hour client reporting process to one command, saving help desk time and enabling faster report delivery.• Developed and delivered Oracle SQL and product software training to clients and staff.• Implemented audit-tracking process for overnight production scripts to satisfy audit requirement and answer management queries immediately. Quality Assurance and Testing - Controlled testing, delivery and production implementation of software releases. Verified development documentation for errors/omissions before release to testing environment. Performed unit/system/regression testing. Manual/automated testing using SQL, UNIX ksh, Perl, Awk, XML, cron.• Increased timeliness of release-level issue identification and resolution by approximately 200%.• Improved testing quality, full test case execution, test phase schedule reduced by approximately 25%.• Kept development and testing project schedules on track by standardizing Q.A. process.• Increased speed, decreased testing errors by creating scripts and SQLs to perform routine tasks.

Technical Writer/Documentation Manager - Directed documentation for financial-services software. Managed team of four tech writers. Wrote online help, user and technical manuals, setup guides and training materials.• Merged department documentation, using common language and templates, for improved usability and productivity.• Consistently delivered documentation on time, within budget, by proactively determining needs of project leaders.• Reduced costs and improved forecast accuracy in project-planning by developing a custom time-estimate template.• Improved project coordination by initiating status-reporting system.Website Design/Maintenance - Developed and maintained department intranet.• Enabled new-employee training to be approximately 50% faster, staff to improve job performance by maintaining documents and important resources on intranet website.• Boosted customer-support efficiency by creating interactive online help system and related training documentation.Project Coordination – Managed new release from development through testing to production implementation.• Delivered new-release testing and production implementation on time and on budget.• Improved project management and documentation processes by creating specialized repository.Database Administrator (2009–2011) - Backup/restoration of Oracle databases to support production/testing environments.• Cut daily database backup/refresh procedure from 2 hours to zero.• Improved schema review process, analyzed role/responsibility and conducted weekly review of priority and project schedules to meet project deadlines and improve product quality.

Analyzed business requirements, prepared design specifications. Managed client expectations through status updates and change-management procedures. Led a team of developers on conversion and maintenance projects. Developed project schedules and estimates.• Executed development projects on time and within budget by coordinating inter-department resources.• Improved accuracy of project planning and estimating by developing project-schedule template.

Analyzed business requirements, prepared design specifications. Supported financial and payroll/personnel systems. Managed team of programmer-analysts.• Reduced request time from one day to one hour, and production time from one week to one day by streamlining ad-hoc reporting process.• Reduced production downtime by teaching staff to be self-supporting by using dial-up support facility.

Provided telephone and on-site technical support for financial software (written in COBOL). Researched/resolved problems with consistently fast turnaround. Assisted clients with system installation, performance tuning, report writing, and all major system functions. Instructed clients and staff via formal classroom education.• Improved clients’ ability to install and operate software by achieving expert level product knowledge.• Provided proactive support to customers by sending them code fixes before problems arose.• Saved head-office resources by independently researching and resolving client production problems.

Provided support to clients of CSG's shareholder accounting system. Worked with client representatives, CSG analysts and programmers to meet client business needs. Managed small- to medium-scale development projects.

Applied Computer Science education as Programmer Analyst, Information Centre Specialist, and Systems Engineer during six work terms. Programmed in COBOL.