Michael Gallant Email & Phone Number

Airdrie, Alberta, Canada

Strategy & Planning ● Contributes to leadership within the BAS Team. ● Adheres to best practice experience, guidance and creates associated processes. ● Contributes to the BAS vision and leadership ● Acts in leadership role for this team to cover off manager Responsibilities and Duties ● Took ownership of operational issues, providing short-term resolutions and developing long-term preventive measures to ensure system stability and reliability.● Communicated application problems and issues to key stakeholders, including management, development teams, end-users, and unit leaders, to facilitate timely and effective resolution.● Monitored applications for performance issues, utilizing technical expertise to identify root causes and provide recommendations for optimization.● Provided front-line and second-level technical support as part of the Application Maintenance team, delivering exemplary customer service to clients and ensuring adherence to service level agreements.● Worked closely with business and other teams to define support items, providing quick assistance to meet SLAs and optimize system performance.● Performed system configurations, developed scripts, and utilized other technologies to automate business workflow, improve productivity, and reduce costs, demonstrating strong technical skills and knowledge.

Calgary, Alberta, Canada

● Provided technical support to end-users, including identifying and resolving software issues, answering questions, and troubleshooting problems.● Worked with other teams, such as software developers or IT professionals, to implement fixes or updates to software applications.● Monitored software applications for errors or other issues and took proactive measures to prevent problems from occurring.● Maintained documentation and records of software issues and resolutions, as well as developing and updating training materials for end-users.● Participated in testing and quality assurance activities for software applications, including identifying and reporting bugs or other issues.● Provided training and support to end-users on new software applications or updates.

Calgary, Alberta, Canada

● Educated users and delivered ongoing training and support to enhance implementation and use of business applications.● Completed root cause analysis of defects.● Troubleshot and resolved application issues escalated from end users.● Completed testing on code releases to ensure quality.● Integrated application software and hardware configuration changes.● Ensured coverage and support of all critical service management processes: Incident Management, Problem Management, Change Management, and Application Enhancements.● Provided release management/configuration management-related input to Application Development and QA teams from test cycles to production.● Worked closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs.

Calgary, Alberta, Canada

● Responded to and resolved customer inquiries, maintaining a high level of customer satisfaction through constant communication.● Analyzed, troubleshooted, and devised solutions to reported issues in a timely manner to minimize downtime and business impact.● Provided on-site training to end users to enhance their understanding and effective use of the supported applications.● Maintained accurate documentation of issues and resolutions, including maintaining a knowledge base of commonly reported issues and their solutions for future reference

Calgary, Alberta, Canada

● Analyzed, designed, and developed a business partner relational database to store information about existing partners and track changes in hardware profiles, resulting in more efficient partner management and streamlined hardware tracking.● Provided top-level support for banking and financial applications critical to the company's multi-million-dollar day-to-day operations, ensuring minimal downtime and prompt issue resolution to minimize business impact.● Developed and maintained CFO and FST web pages, enhancing communication and accessibility to critical financial information for senior management and finance teams.● Designed treasury rates pages used by currency traders to populate spreadsheets, resulting in increased accuracy and efficiency in the currency trading process.

Diploma, Business Administration And Management, General

Diploma, Computer And Information Sciences And Support Services

Diploma, Computer Hardware Management

Certification, Professional Purchaser (C.P.P.) Level 3