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Professional Summary
Focused and driven Database Developer with proven success designing and implementing database solutions. Analytical and skilled in understanding business problems and develop systems that improve functionality. Skilled in working effectively in collaborative and self-motivated environments.
Focused and driven Database Developer with proven success designing and implementing database solutions. Analytical and skilled in understanding business problems and develop systems that improve functionality. Skilled in working effectively in collaborative and self-motivated environments.
Skills
  • Database development
  • Relational database management
  • Reporting and documentation
  • Implementing security measures
  • Running backups
  • Excellent communication skills
  • Database design
  • Java, PHP, HTML, and JavaScript
  • Excellent problem-solving abilities
  • Data backup and retrieval
Work History
Database Administrator, 01/2017 to 05/2018
 Alliant Center – Madison, WI
  • Specified users and user access levels for each database segment.
  • Modified existing databases to meet unique needs.
  • Implemented database designs and data models.
  • Wrote and maintained technical and functional specifications.
  • Created scripts and processes for data integration and maintenance.
  • Tested programs and databases and made necessary modifications.
  • Wrote and coded logical and physical database descriptions.
  • Coordinated with project teams on database development timelines.
  • Determined business and functional requirements for business needs.
  • Planned and implemented security measures to safeguard data.
  • Consistently met deadlines and requirements for all production work orders.
  • Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Education
computer, 2019
 Edgewood College - Madison, WI
This resume is created in 7 minutes.
Summary
Experienced financial professional with almost 5 years of experience, specializing in process implementation, relationship management, and staff leadership. Certifications include FINRA Series 9/10, 7, and 63. 
Experience
Fidelity Investments Jacksonville, FL Regional Supervisory Analyst 09/2018 to Current
  • Member of Associate Council on Experience (ACE), a panel created to gather feedback from associates and report findings to technology teams for implementation of changes.
  • Reviewing the Daily Transaction Log (DTL): analyzing trades, money movement to identify risk situations and policy violations in associate transactions.
  • Working closely with the leadership team to recognize trends in the reporting and how to address them. 
Fidelity Investments Jacksonville, FL Help Desk, Client Services 01/2018 to 09/2018
  • Mentor to new Help Desk Pipeline Trainee
  • Project Team Member: Aid in scheduling off the phone activity for Jacksonville Service Associates (100 People) 
  • "Lunch and Learn" Facilitator: leading presentations on best practices for common difficult subject areas. 
  • Support in overseeing work of 20 associates.
Fidelity Investments Jacksonville, FL High Net Worth Service Associate 07/2015 to 01/2018
  • Excellence In Action Award Winner (EIA) for Q4 of 2017. 
  • Rock Solid Award Winner Q1 2017: for my contributions in process improvement
  • Collaborator in the Managed Account Service Experiment Summer/Fall 2016: provided feedback on the functionality of project and next steps to proceed.
  • Efficiency Leader on High Net Worth team, providing coaching on a team and individual level 
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Fidelity Investments Jacksonville, FL Financial Representative 10/2014 to 07/2015
  • Traded with 100% trade accuracy
  • Answered client questions regarding trading and money movement.
Education and Training
Drama UNIVERSITY OF NORTH CAROLINA ASHEVILLE, ASHEVILLE, NC
This resume is created in 7 minutes.
Summary
A Results-focused management professional with diverse background in business management and customer service. Proactive in improving and streamlining service procedures to maximize team efficiency and customer satisfaction. Specializing in going above and beyond for customers, and team performance improvements.
Skills
  • Data and Metric Analysis
  • Conflict Resolution
  • Support Process Analysis and Improvement
  • Project Management
  • Strategy Development
 
 
  • Coaching and Mentoring
  • Train new and current hires
  • Schedule Management
  • Performance Management
  • Interviewing and Recruiting
Accomplishments
  • A letter from a client to my Director, commending me on going above and beyond during the client's on boarding process. 
  • Successfully reduced support call by 10% in my first four months at the company, by designing a self help knowledge base for customers.
  • Developed and implemented a strategy to provide support to international clients.  
  • Coached and developed an average performance team into a high performance team in my first year of taking over the leadership of the team.
  • Won over a client that was at the verge of canceling a 350,000 CAD /year business, by taking control of the account and providing beyond and above customer service to the users in the company.
  • Initiated a client pulse check strategy that increased clients engagement and retention by 5%
​
Experience
02/2016
Manager, Client Support and Training Entero Corp － Calgary, AB
  • Perform team hiring, coaching, development and review.
  • Provide detailed monthly departmental reports and updates to senior management.
  • Develop policies and processes for quicker and better resolution of client issues.
  • Act as an escalation point for direct reports.
  • Develop and implement strategies to increase customer engagement and satisfaction.
  • Give constant support and direction to team members to ensure that all customers are issues are resolved excellently .
  • Forecast and create support staffing schedule to ensure optimum coverage.
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and compensation.
  • Interface with cross functional work teams including sales and product management.
05/2014 to 02/2016
Client Manager/Business Analyst Entero Corp － Calgary, Alberta
  • Gathered and analyzed market information and used findings to define product strategy.
  • Liaised with software developers on the development of system enhancements to overcome known problems or further fulfill user requirements.
  • Evaluated current business processes and suggested improvements.
  • Managed software deployment and implementation.
  • Maintained documentation for application configuration and operating procedures.
  • Managed relationship with clients of key accounts.
  • Software design and testing. Developed a strong working relationship with clients and ensured their business needs/expectations are met.
  • Reviewed and prioritized clients' requirements.
  • Delivered support to existing users by investigating and resolving application issues.  
  • Developed and delivered training materials and product demonstration
07/2013 to 04/2014
Technical Support Representative/ Technical Support Lead Shaw Communication － Calgary, AB
  • Trained new employees and explained protocols clearly and efficiently.
  • Provided thorough support and problem resolution for customers via email, live chat and telephone.
  • Handled escalations from level 1 support.
  • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP.    
  • Researched required information using available resources.  
  • Answered questions related to products and advised customers on the best fit for their needs.
  • Accurately processed and recorded call transactions.
09/2011 to 07/2013
Mobile Help Desk Support Scicom Sdn Bhd － Kuala Lumpur
  • Served as the front line, technical support for incoming queries and issues related to Android, iOS and Blackberry platforms.
  • Provided dedicated technical support via designated telephone line
  • Troubleshoot technical issues while providing outstanding customer experience and immediate issue resolution when applicable.
  • Maintained detailed documentation for all tickets including thorough information and troubleshooting steps/actions taken for accurate reporting, knowledge base and historical ticket data.
  • Documented and escalated support issues based on priority, service levels and technical involvement.
Education and Training
2019
MBA: Business Administration University of Aberdeen － Aberdeen Scotland
2015
Associate of Applied Science: Petroleum Enigneering Southern Alberta Institute of Technology － Calgary, AB, Canada
2011
Bachelor of Science: Computer and Electronics Engineering International University － Kuala Lumpur Malaysia
Professional Affiliations
The Association of Professional Engineers and Geoscientists of Alberta (APEGA)
This resume is created in 7 minutes.
Professional Summary
  • Detail-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills with 11+ years of work experience.
  • Dedicated, organized, and self-directed team player with strong, communication, and relationship-building skills.
  • Capable of identifying potential problems and providing recommendations for resolution.
Areas of Expertise
  • IT support expertise
  • Process improvements
  • Users Training
  • Research and Development
  • Client assessment/analysis
  • Team and Project Leadership
  • Project/data management
  • Network and Systems Security
Technical Proficiencies
  • Platforms: Windows,7/8/10, Mac OS, Kali-Linux, Linux  (Ubuntu, Debian).
  • Languages: CSS, HTML
  • Tools: Citrix, VirtualBox, LogMeIn, Teamviewer, Ammyy, Microsoft Office Suite, Adobe Suite, Final Cut, 
  • Web design Proficiencies:HTML/CSS/, Photoshop, Social Media and Third Party APIs, Standardization of websites, Word Press, Joomla, CMS management.
Work History
Building Technology Coordinator at Lyman Moore Middle School 01/2017 to 09/2017
Portland Public Schools – Portland Maine
  • IT building support 
  • Provided Windows and Mac desktop support to all students and staff
  • Ordered to install new hardware and oversaw maintenance of existing hardware
  • Managed, deployed, and inventoried school devices.Re-imaged/Refreshed machines.
  • Oversee and provided guidance on Software Updates. 
  • Printer management and repaired.
  • Coordinated deployment and collection of student MLTI devices. 
  • Process MLTI (Maine Learning Technology Initiative) computer repair. 
  • Generated MLTI (Maine Learning Technology Initiative)
  •  Purchase Orders.
  • Collected & Maintain student collection payments.Kept warranty records Processed billing when not covered under warranty
  • Maintained records of repairs, orders, and installations
  • Managed, Coordinate, Repair and Support all A/V EquipmentSupporting training of staff
  • Process Moore Middle School specific HelpDeskTickets and coordinate District support
  • Support and facilitated staff teaching tools Google Apps for education support
  • Students' Apple Ids process management
  • Provided outreach for new technology initiatives
  • Recording keeping
  • Daily troubleshootingSupported and facilitate technology acceptable use policy
  • Vendors coordinated.Managed of school network social media  
Help Desk Computer Lab (Volunteer) 04/2016 to 12/2016
Portland Adult Education – Portland Maine
  • Helped students in use of Laptop and Desktop computer also iPad.
  • Deployed new PC's, Monitors & Printers at newly constructed training facility.
  • User verification to ensure that they find everything they are looking for in computers and help them overcome gap.
  • Interacted with laboratory clients from diverse backgrounds and languages and propose solutions that are relevant to their needs.
  • Provided base level IT support to non-technical personnel within business.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all students requirements. Followed up with clients (students) to ensure optimal service satisfaction 
  • Maintained accurate records of student lab use in Time Station program
  • Provided leadership for and manage a group of volunteers
Greetings for Tax-prepaid (Volunteer) 01/2016 to 04/2016
GoodWill – Portland, Maine
  • GOODWILL TAX PREPAY Volunteer
  • Received and scheduling appointments for customers
  • Oriented of customers by category - Monthly Income
  •  Installed of computers (laptop) and work tools
  • Assisted with prepaid tax
  • Greeters
IT System Administrator / Technician 08/2012 to 07/2015
Office of the President of the Republic – Kinshasa Congo DR

  • Built, setup and installed PC's/Servers as needed.      
  • Coordinated valuable technical support for up to end-users for hardware and software issues by consulting with staff via phone, email, remote access and in person.
  • Corrected system errors as required to maintain a continuous operation.   
  • Creates backup files and monitors for restoration and archive as needed.      
  • Analyze existing systems and make recommendations for key improvements to optimize performance.      
  • Troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.
  • Delivered on-site IT and AV technical support for 117 staff.
  • Installed anti-virus software, upgraded Windows operating systems, for personal laptop and desktop computers, memory upgrades.
  • Inserted/removed backup tapes for system and cleans drives.
  • Defined security requirements for computer systems, including mainframe, workstations and personal computers.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
Education
Bachelor of Arts: Computer science 2007 ISIPA - Kinshasa, Congo DR
Certificate
  • System Center Configuration Management  Udemy (Paul Hill) 11.2017
  •  System Administration Windows Server 2012, 2016
  • Real-World Ethical Hacking: Hands-on CyberSecurity 10/2018
  • Mastering SQL Server 2016 Integration Services 
  • IT Help Desk Professional, Udemy  09/2/2017.
  • Maintaining Cyber Security, DeVry University  8/2017.
  • Cyber Security using Kali linux. Udemy 9/2017 
  • Data Management, Recovery, Backup, Shredding & Encryption  Udemy 10/2017 
  • Management and Security of  Corporate network under Linux, Congo DR.

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