Stephen Kane Email & Phone Number

Calgary, Alberta, Canada

Calgary, Canada Area

• Manage communication with client, local IT, ERP support during project initiation and planning phase, including preparation of environment, system pre-configuration and ERP data collation.• Execution of software build, upload, installation and configuration in test.• Onsite hardware installation.• Monitoring of test cycle, including troubleshooting reported issues with online remote login to customer’s site.• Ensure milestones are successfully met and enable coordination of… Show more • Manage communication with client, local IT, ERP support during project initiation and planning phase, including preparation of environment, system pre-configuration and ERP data collation.• Execution of software build, upload, installation and configuration in test.• Onsite hardware installation.• Monitoring of test cycle, including troubleshooting reported issues with online remote login to customer’s site.• Ensure milestones are successfully met and enable coordination of resources.• Preparation and execution of client go live process.• Provide on-site training to test group users during test phase, end users post go live, and ad hoc ongoing training.• Maintain ongoing high level of customer satisfaction through constant communication with all stakeholders.• Manage customer feedback and participate in new features design, development of minor enhancements and bug fixes, product online help, designing customization specifications and documentation• Analyze, troubleshoot and devise solutions to reported problems arising from customer inquiries.• Maintain proper documentation of issues and resolutions• Internal training and knowledge transfer to new hires in the Support area. Show less

Dublin, Ireland

Electronic Banking Support• Day-to-day customer incident management• Provide EB focussed business support for Coverage and Client Service teams• Providing advice to client re system integration between Citibank EB system and client’s in-house systems• Process internal / external system entitlements• Proactive resolution of client’s enquiries within the published standards• Senior team role, providing management support and acting as designated team escalation point for… Show more Electronic Banking Support• Day-to-day customer incident management• Provide EB focussed business support for Coverage and Client Service teams• Providing advice to client re system integration between Citibank EB system and client’s in-house systems• Process internal / external system entitlements• Proactive resolution of client’s enquiries within the published standards• Senior team role, providing management support and acting as designated team escalation point for electronic banking issues• Lead role in departmental project to analyse and streamline team processes• Development of new team structures and interactions as part of recommendations of above project• Participated in “Lean” departmental process improvement project, specifically in data collection and analysis, utilising data collection, Mississippi diagrams, process heat maps and other tools• Lead role in team specific project to determine optimal working patterns• Identifying team core competencies, and developing methods to exploit them• Lead role in determining team value add best practices, and identifying key performance indicators• Liaised with department management re team staffing levels, evaluating staffing levels value adds versus cost, and identify potential scalability• Development of team metrics and enhancement of team’s MIS tracking capabilities• Published procedures for tracking metrics from internal/external client traffic for both Electronic Banking and System Entitlements• Analysis of recurring issues through regular review of metricsClient Services Representative• Point of Contact for client delivery via telephone, fax, email• Acted as client liaison for Citi ops teams• Monitor client trading activity• Respond to client inquiries• Log and track customer issues to completion• Proactive resolution of client’s enquiries within the published standards• Analysis of recurring issues through regular review of metrics• Assist in developing service enhancements Show less

Dublin, Ireland

• Analysis and development of client KPIs• Formulation of MIS to actively measure KPIs• End to end design of client daily and weekly dashboards, including development of procedures for extracting raw data from Oracle and Business Objects databases, and formulation of methodology for converting raw data into client friendly data.• Design and production of monthly client board packs. Developed data tracking tools for the collation and summarisation of monthly data.• Created user… Show more • Analysis and development of client KPIs• Formulation of MIS to actively measure KPIs• End to end design of client daily and weekly dashboards, including development of procedures for extracting raw data from Oracle and Business Objects databases, and formulation of methodology for converting raw data into client friendly data.• Design and production of monthly client board packs. Developed data tracking tools for the collation and summarisation of monthly data.• Created user developed tool in excel to automate client Fee Billing reports.• Trend Analysis• Technical support• User Acceptance Testing planning and implementation • Project Analysis• Participated in project meetings to identify and define project scope and parameters.• Analysis of internal department project needs and formulation of BRD documentation. • Review of received RFP docs to analyse if request was viable.• Production of Business Requirement Specs and test scripts.• Participation in and supervision of testing cycles, and formulation of results for delivery back to project manager. Show less

Dublin, Ireland

• New / pre-owned car sales• Liaising with Customers, Distributor reps, Trade buyers, support staff.• Maintenance of franchise online catalogue.

Dublin, Ireland

• Liaising with Customers, Sales reps, Mortgage advisors, Branch staff, underwriters and Doctors• Provided first line customer management, log and track customer issues to completion• Team Lead duties• Super user for SAP • Creation / administration of SLA reports for department managers• Trend analysis• Cross functional process support to new and existing business teams• Secondment to Marketing Department. Contributed to marketing campaign for BOI Life Government… Show more • Liaising with Customers, Sales reps, Mortgage advisors, Branch staff, underwriters and Doctors• Provided first line customer management, log and track customer issues to completion• Team Lead duties• Super user for SAP • Creation / administration of SLA reports for department managers• Trend analysis• Cross functional process support to new and existing business teams• Secondment to Marketing Department. Contributed to marketing campaign for BOI Life Government Savings Scheme. Show less

B.Sc Honours, Business Information Systems

B.Comm, Marketing