Posted by on March 01, 19100 at 16:49:33:
ELAINE DE MARZO
(B) 416-285-2662 (R) 416-266-8343
elaine.demarzo@scotiabank.com
OBJECTIVE
To obtain a challenging position in Technical/Operations support where there is opportunity for rapid promotion.
PROFILE
A young and fast-rising I.T. professional in the banking industry, with four years experience providing ongoing hardware and software support to end-users. Skills include expert problem analysis, troubleshooting, and preventative maintenance. Extensive experience performing client on-site application implementation and training. Proven exceptional ability to diagnose and resolve moderately complex PC, systems, and/or operational problems within strict timelines, while maintaining the industry's high standards of customer service. Superior leadership and interpersonal skills combined with a short learning curve and a knack for keeping up-to-date with today's corporate trends and emerging web technologies makes me a high-calibre candidate for any organization.
TECHNICAL SKILLS INVENTORY
Platforms: Client/Server, Networks, PCs, databases
Operating Systems: DOS, Windows 3.x, Windows 95/98, Windows NT
Languages: C++, Turing, FoxPro
Application Software: Various Microsoft products, PROCOMM Plus, Pictech (Image), CloseUp, Office 2000, Support Magic, Lotus Notes, LotusWordPro, several electronic banking software
EDUCATION
1994-95 DeVry Institute of Technology
Computer Information Systems (Dean's List)
1998-Present Institute of Canadian Bankers
Business Program for Bankers, Associate (AICB) Designation in progress
Investment Funds In Canada (IFIC) certification in progress
SCOTIABANK TRAINING AND SEMINARS ATTENDED
Powerful Business Writing, Time Management, Quality Customer Service, Stress & Life Management, Understanding Networks, Windows 95, PC LAN & Data Communications, Communication Skills I, Critical Thinking Skills I, Managing Performance, Managing Others, Resolving Conflicts
EMPLOYMENT HISTORY
July 1999 to Present, The Bank of Nova Scotia, Executive Offices, International Operations
Analyst, International Systems
Responsible for the day to day technical and operational support of assigned business applications utilized by Scotiabank's International branch operating business units. Includes identification and investigation of new and existing Bank application software problems. Performs Bank software code shakedowns, analysis, Bank software and code bug verification, release documentation (technical writing), end-user training of the Bank's application software, and user acceptance testing (UAT) of application enhancements. Works on special projects as assigned. Acts as liaison between International operating units and their customers and International Systems Development, Trade Service Units, and product departments. Travel to international sites for on-site implementation of new codes, hardware/software troubleshooting, applications training, etc., performed as required.
June 1997 to July 1999, The Bank of Nova Scotia, Executive Offices, Corporate and Commercial Electronic Banking
Technical Support Analyst
Accountable for the provision of effective and efficient technical (hardware, software, telecommunications), operational, product consultation, and support to a highly technically diversified base of Corporate and Commercial customers of the Bank, internationally and within North America.
January 1997 to June 1997, The Bank of Nova Scotia, Executive Offices, Corporate and Commercial Customer Service, Customer Implementations Specialist
Responsible for the generation, testing, and deployment of application software to Corporate and Commercial companies in North America.
April 1996 to January 1997, The Bank of Nova Scotia, Executive Offices, Corporate and Commercial Customer Service, Project Assistant
Assistant to the Project Leader.
CAREER HIGHLIGHTS
Recipient of Scotiabank Electronic Banking Business Services, Service Recognition Award, 1999
Recipient of the 1998 Scotiabank National Award for Service Excellence
Recipient of Scotiabank Corporate & Commercial Electronic Banking, Exceptional Customer Service Award, 1998
Contributed to the ISO 9002 Registration of our Corporate & Commercial Electronic Banking Services department by being chosen to be a key player in the KPMG audit, making the department the first within a North American bank to achieve this certification.
Participated in the development of several internal Training Programs which were in pilot phase early 1998; currently serves as Subject Matter Expert for various electronic banking software
Recipient of Scotiabank Corporate and Commercial Customer Service, Outstanding Customer Service Award, 1997