Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Anthony Yee

Scarborough

Summary

A Senior Analyst with exceptional teamwork, leadership and communication skills. Over 11 years of Deloitte experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines. Built strong relationships with operating teams to efficiently perform the role of an Incident Coordinator.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Analyst, Support Services

Deloitte
10.2011 - Current
  • Transitioned CGI Helpdesk to Deloitte
  • Trained IT Call Center agents on troubleshooting and processes
  • Resource management of staff and call queues in ICE software
  • Generated reports in ServiceNow to track performance, analyze ticket trends, and finding ways to minimize ticket intake
  • Created KB articles, Escalation Forms, and Process Documents
  • Train new Senior Analyst promotions from IT Support to Identity Management Team
  • Provided coaching and mentorship to Analysts and Senior Analysts
  • Assess criticality of issues, and triage with different teams responsible to restore services as quick as possible
  • Conduct TAC calls for Major Incidents
  • Send out communications to stakeholders on any system outage
  • Transition Major Incidents to Problem Calls to full resolution
  • Built Incident Management Playbook best practice guide
  • Built Chile A2D process to mirror Canadian A2D process working with Privacy and IT teams from Chile.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges
  • Project member in 10+ different acquisitions

Senior Support Analyst

Ernst & Young
01.2004 - 01.2011
  • Created schedules for Vacations, Rotating On-Call, Weekdays and Weekend shifts
  • Assisted users with troubleshooting in person, or remotely using Timbuktu
  • Participated in software piloting and providing feedback on issues
  • Applications Supported: Windows XP, 2000/7, MS Office, LotusNotes
  • Extracted KPI reports from Remedy ticketing tool
  • Trained new hires on team

Education

Diploma - Systems Analyst

Sheridan College
Oakville
04.2002

Skills

  • Team Leadership
  • Customer Service
  • Teamwork and Collaboration
  • Employee Coaching and Mentoring
  • Documentation and Reporting
  • Process Improvements
  • Technical Troubleshooting
  • Analytical Thinking
  • Relationship building
  • Staff Training
  • Scheduling and Coordinating

Certification

ITIL Foundations v3 (Loyalist Exams)

Keys to Controlling Project Scope (Global Knowledge)

Managing Stakeholders Expectations (Global Knowledge)

Time Management (Harvard Management)

Project Management (Harvard Management)

Timeline

Senior Analyst, Support Services

Deloitte
10.2011 - Current

Senior Support Analyst

Ernst & Young
01.2004 - 01.2011

Diploma - Systems Analyst

Sheridan College

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Anthony Yee