• Provide support for triaging and initiating incident resolution for major systems and applications related issues affecting the bank on a medium to large scale• Provide expert analysis, consultation, installation, maintenance, and operational support of infrastructure• Monitor performance and availability of systems, applications and links to ensure full bank functionality across North America• Monitoring the bank’s Offline Workload and batch processing through ESP (CSF)• Performing initial investigation for any production batch failures through the SDSF, ISPF, InfoPac and server log analysis • Resolving the batch failures working with the Tier 3 and 4 support teams for the ESP application, including JCL/COBOL fixes, implementing patches, and re-scheduling of the batch jobs• Assisting in gathering and coordination of proper technical resources in an event of a production issue and ensuring batch/report SLAs are being met• Leveraging legacy system functionalities for application related issues and monitoring• Lead technical aspects of project delivery and solution delivery for engagements, sometimes • Providing oversight and unit testing of partner resources development

•Developed strong technical and communication skills through first and second level support• Provided Incident Management and effectively communicate system outages involving core production applications providing support on a 24/7 basis• Analyze system, server, and application performance • Lead project teams focused on system support, network/database administration and/or application development client engagement• Facilitated agenda and discussion of Leadership Team meetings• Tracked and ensured follow through on action items• Advised Leadership Teams on emerging issues and team needs• Developed internal communications strategy, organized quarterly townhall meetings• Lead formulation and execution of ad hoc projects • Coordinated budget planning efforts, updated forecasts, actively communicated status and identified issues and opportunities

• Responsible for multi-departments, site specific projects or sub-projects• Installed and maintained network hardware and software• Managed and assigned incident investigation to appropriate second level support as per ITIL Incident Management process• Verified appropriate priority, categorization and problem description for all Incident Records generated• Applications used: Customer Connect, Remedy, ITIL, Microsoft Office, Airwatch, iPads, iPhone support, Blackberry, TSYS 3270 Emulator, CCAPS, Troubleshooting of CDU and CRU, ATM, Card readers, ADDS, Juniper, RSA Tokens• Computer refresh: Ordered, imaged, and inventoried laptops and desktops for Eastern Canada, identifying and replacing end-of-life hardware.• Created shared knowledge-base relating to break-fix solutions, how-to’s, and Standard Operating Procedures. • Support, troubleshoot and resolved system issues and provided application support to business users

Respond to incoming telephone and email inquiries in a timely and courteous fashion.Investigate issues where necessary and complete follow up with the customer.Resolve customer concerns in accordance with established policies and procedures.Accurately document customer calls and escalate customer concerns when required.Work with business partners (vendors) to resolve issues.Liaise with store managers, district and regional staff as required to resolve customer inquiries and concerns.Mediate with credit card company on customer account inquiries.

• Manage a team of developers in project delivery and system maintenance• Engaged in developing Websites & CRM solutions that give users a seamless and rich Internet experience• Lead technology projects including implementations with 3rd party solutions, and internal cross platform dependent solutions• Provided technical leadership to teammates through coaching and mentorship.• Collaborated with other software developers, business analysts and software architects to plan, design, develop, test, and maintain applications and CRM designs• Assisted in the collection and documentation of user's requirements, development of use cases, project estimates and work plans.• Designed, developed, and unit tested applications in accordance with established standards and participated in code reviews of solution designs

* Help students in Georgian College as a peer mentor* Help them in finding locations, with course subjects, aware them about facilities provided by georgian, etc.

•Provide technical support to Students via telephone, email and through tickets• Analyze and troubleshoot software and hardware issues of the students in the collegelibrary• Identify and resolve issues pertaining to network configuration, web hosting and domainregistration• Respond to queries pertinent to printers, Macbook, email configurations and plotter• Create help desk documentation with step by step instructions on problem resolvingtechniques

• Prepare and Update a variety of documents including agendas, budgets, reports and presentations for the members of the club to review and approve.• Organize the meeting for club members every week and record updates from each individual.• Assisting team members in event promotions, designing logos and posters.• Handling emails from international students and generate tickets for the staff review.• Develop, Coordinate and Deliver several cultural, religious, social and political events and services for international students.• Develop and Execute strategies and goals to increase funds for the association.• Sells tickets, passes, memberships forms and items for various events held by ISA.• Arrange trips and cultural events to different places to represent different cultures and bring students from different cultures and religions together.• Respond to all inquiries and requests from other clubs and students, including donation receipts• Coordinate with members, other clubs, volunteers and partners to create awareness about the association and its activities.• Ensure event plans fulfill sponsorship, partnership and create budgets for the events.• Manage, plan and organize different events.

• Configuring, troubleshooting and maintaining Cisco switches (2960,3750,3560 series) and routers (1800,1900,2900 series) • Installing,maintaining and configuring Cisco Wireless Access Points (Aironet 3500,1240 AG,1130 AG series) to provide better connectivity• Monitoring the Network by using tools such as Intermapper, Splunk, Net-Flow, Wireshark and Cisco Prime Infrastructure• Installing and maintaining Cisco IP Phones (7911G,7945G,7942G)• Diagnosed network issues as they occurred and created system documentation as needed• Inventory of switches and the patch panels on regular basis

Manage teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures.• Formulate planning, budgeting, forecasting and reporting strategies.• Manage full life cycle implementations and used strong analytical and reporting technique to create innovative reports and track related metrics• Lead workshops for client education and Review vendor and client contracts for security requirements• Manage resources and budget on client projects.• Assist and drive the team by providing oversight• Perform proactive user access review to ensure compliance

• Worked in a collaborative team environment analyzed business issues and developed solutions• Acted as a technical Salesforce expert, creating strong technical solution and providing guidance to more junior resources• Enhanced existing solution by building out existing functionality to include additional features or modules• Ensured smooth releases and functional integration with other applications and vendor solutions• Managed application security• Ensured activities were completed on time, with high quality