Evelyn Archer
Casselman,Canada
Summary
Functional Support Analyst with a strong background in application support and problem resolution. Enhanced operational efficiency by streamlining internal audits through precise data entry and verification. Successfully collaborated with cross-functional teams to implement effective solutions.
Overview
27
27
years of professional experience
Work History
Functional Support Analyst
Hydro Ottawa Limited
Ottawa, Canada
04.2022 - 12.2024
- Provided support and covered the Meter-to-Cash Help Desk.
- Triage all the incoming application requests, validate the urgency and certify all requirements are met and obtained.
- Liaise with internal clients, supervisors/management, IT systems support and 3rd party service providers through Service Now (SNow) and Gmail.
- Validate the readiness of the application request prior to granting access, ensured the request is submitted by supervisor/management, and the MTC System Access Privilege Request form is obtained. All submitted requests must be processed accurately, as these requests are included in our external audit.
- Validate the submitted MTC System Access Privilege Request form contents, ensure all mandatory information is provided. Tracked and recorded all actions carried out within SNow work notes.
- Convey with clients to provide login credentials and instructions for specific applications through SNow.
- Process all HOL, IBM contractors, and Optima agents departures and onboarding, meeting all service level agreements.
- Assist end-Users with application access issues by analyzing the issue from a functional perspective, recognizing the application issue, and collaborate accordingly.
- Create and publish knowledge articles for HOL employees and Meter to Cash support group. Copied all published knowledge articles to Google Docs within the MTC shared drive.
- Revised published articles, due to changes, enhancements and workflows for MTC supported applications. Updated all related Google Docs within the MTC share drive. Inputted and tracked all articles with Excel.
- Maintained and updated System Data Solution assigned and purchased licenses.
- Collaborated with 3rd party service providers daily, for granting, revoking access.
- Streamlined Customer Care and Billing, MY Hydro Link and System Data Solutions applications internal audits. Collaborated with all user's supervisor/management for all internal audits, and processed all the supervisors audit responses accordingly.
- Assist the Meter to Cash support group with the testing of the OEB rates calculations for residential and small commercial accounts.
- Perform configuration updates to the Customer Care and Billing system, collaborated with clients regarding the changes and documented and recorded all the changes in SNow and Google Docs.
- Assist end-User(s) with application issues, analyzing the issue, validating the functional requirements, testing of Meter-to-Cash application change and preparing readiness for production.
Program Support
Health Canada
Ottawa, Canada
08.2021 - 08.2022
- Screened the Cannabis import and export generic inbox.
- Respond to requests from internal and external clients.
- Resolved or escalated permit application problems to sustain team's operational service level agreement (SLA).
- Collected data from variety of sources and used Excel to create and maintain the database tracking tool for the import export unit. Ensure the permit application documents are attached, signed by the accurate responsible person or alternate responsible person.
- Investigate the permit application's license class to verify if a cost recovery applies.
- Communicate via email all cost recovery permit applications to the cost recovery invoicing unit (CRIU).
- Generated and exported the invoices paid report - from the cannabis tracking and licensing system (CTLS).
- Updated import export tracker database and permit status, to inform other officers that payment confirmation has been received.
- Supported operations with consistent updates to the import/export tracker database.
- Maintained Health Canada's document management system (EDMS).
- Retrieved import and export issued permits from Health Canada's document management system (EDMS).
- Inputted all issued permits into The National Drug Control System (NDS).
- Used good judgment to help solve problems.
- Worked well with team to address challenges and solve problems collaboratively.
Program Support Assistant
Health Canada
Ottawa, Canada
03.2019 - 08.2021
- Screened the controlled substances cannabis generic inbox.
- Forwarded all emails to their associated department's generic inbox.
- Created and maintained comprehensive Excel data sheets to organize the total amount of emails received, and redirected.
- Created and maintained weekly and monthly reports utilizing data sheets excel pivot tables and graphs.
- Drafted responses for the cannabis inbox.
- Retrieved and uploaded approved standard lines within Health Canada document management system (EDMS).
- Requested content from SME (subject matter expert) and its accompanying manager's approval.
- Created and updated all activities in MECS (IBM Notes).
- Required minimal oversight to complete job tasks.
- Assisted in Cannabis Consultation Inbox.
Quality Assurance Analyst
AGNOVI
Ottawa, Canada
06.2015 - 08.2016
- Tested core data base applications - X Fire (law enforcement - case management software) REX (investigation & criminal intelligence software).
- Tested custom projects - New Agency (Texas Department of Insurance).
- Reviewed and analyzed business requirements - to determine the appropriate QA test approach.
- Solid understanding of the Software Development Life Cycle (SDLC).
- Tested X Fire & REX software upgrades - (New functionality and enhancements).
- Attended walkthrough to review the new requirements.
- Manually created test cases, test scripts and test data.
- Maintained and reviewed regression-testing scripts.
- Tested all custom projects and custom reports deliverables.
- Tracked and logged all defects - Bugzilla.
- Evaluated X Fire and Rex Software on different web browsers.
- Assessed X Fire and Rex from different databases (Oracle, SQL, & MY SQL).
- Researched and investigated all reported anomalies.
- Provided clients with a workaround(s) when available.
- Authenticated and prioritized defects (to determine the fix and release schedule).
- Compiled and maintained all change requests. Coordinated deployments with development team for the testing environments.
- Met all deliverables on time - despite tight deadlines.
Quality Assurance Corporate Measurements Analyst
Canada Post
Ottawa, Canada
12.2014 - 05.2015
- Tested and supported QSM 4 (software application that measures the postal mail performance across Canada).
- Supported Internal CPC clients (System access, application issues, portable kits readings issues).
- Tested and supported QSM 5 upgrade.
- Ensured all existing and new requirements are functional and clear of defects.
- Validated QSM 5 upgrade system performance.
- Reported and tracked all applications anomalies for QSM 4 & 5.
- Researched and investigated all mail delivery failure readings within QSM 5 "prior to report generation".
- Generated and distributed the PDF overview weekly target results.
- Generated and distributed the Weekly performance and failures report to senior regional managers.
- Maintain and update mail testing insert tabs (cost and Inventory).
- Attended weekly meetings with third party vendor, developer, and key business stakeholders.
- Met all deliverables on time despite tight deadlines.
Quality Assurance & Functional Support Analyst
MD Financial Services
Ottawa, Canada
02.2011 - 02.2014
- Responsible for problem definition; researched, investigated defined and communicated workarounds to internal clients.
- Prioritized, analyzed, recreated and resolve reported issues (including critical support requests and potential software defects).
- Escalated incidents to proper team for investigation (incidents are prioritized based on client's impact).
- Identifying and assisting in the root cause of issues.
- Segregated all defects and prepared systematic instructions on how to recreate the issue.
- Log and tracked all defects in HP Quality Center.
- Attended defect management triage meetings; consulted the priority and impact of the defects, discussed deployments, releases of the new code (Live Production - Environments).
- Published and maintained knowledge base content.
- Participated in new product launches readiness and reviewed defect resolution documentation.
- Prepared, delivered, and supported readiness training.
- Assisted the Quality Assurance team in multi small to medium size complex projects.
Quality Assurance Analyst
MD Financial Services
Ottawa, Canada
03.2003 - 02.2011
- Tested multi commercial off the self (COTS) and custom financial applications.
- Collaborated with project teams, streams and business partners.
- Involved in various projects as QA analyst; new product releases, windows XP migration, management fees, taxes, tax receipts, monthly and quarterly financial statements, trade confirmations, rate of return, trading, data conversion, role matrix testing, integrated broker dealer system and wealth management.
- New system implementation project experience.
- Manual tested on web base, client server and data applications in windows and internet explorer (specific versions).
- Experience in functional, black box, smoke, parallel, integration, ad hoc, regression, performance, batch, database, automation processes and user acceptance testing.
- Designed business scenarios and application test scripts through the analysis of the Business requirements and functional specifications.
- Developed and executed test cases, test plans, test scripts - utilizing HP quality center.
- Documented all testing results - utilizing HP quality center, ensured all defects are updated with supporting documents throughout their life cycle.
- Performed front-end and backend testing for Web-based and client server applications.
- Participated in project meetings and provided feedback regarding any QA concerns.
- Communicated test progress and defects to my QA lead and provided estimates for upcoming projects.
- Attended defect management triage meetings; consulted the priority and impact of the defects, discussed deployments, releases of the new code (Non-production - testing environments).
- Coordinated deployments, releases, patches, configurations, hot fixes, and patches within testing environments.
- Created data and testing scenarios within testing environments.
- Maintained and updated regression testing suites, ensured all the regression-testing scripts are including the latest enhancements.
- Communicated testing progress and defects to QA lead, provide feedback with QA efforts estimates for upcoming projects.
- Met all deliverables on time despite tight deadlines.
Quality Assurance Administrator
MD Financial Services
Ottawa, Canada
11.2002 - 03.2003
- Quality assured all daily active trades within MD record keeping systems.
- Quality assured forms in accordance with company policies and procedures.
- Communicated active mistakes to the licensed trader prior to settlement (all fixes need to be addressed and rectified prior to trade cut off time).
- Reported all errors and forward the result to the senior trade reps.
- Ensured all trades from head office and regional offices are processed correctly prior to QA sign off.
- Worked late to QA western zones trades daily during the RRSP season.
Registration Officer
MD Financial Services
Ottawa, Canada
04.2002 - 11.2002
- Audited MD financial consultants licensing (Course credits).
- Ensured MD financial consultants licensing requirements are met.
- Corresponded credit course information daily - communicated outstanding credits and ensured all of MD financial consultants are informed.
- Help other zones when required.
Statistical Business Analyst
MD Financial Services
Ottawa, Canada
11.1998 - 03.2002
- Responsible for problem definition; researched, investigated defined and communicated workarounds to internal clients.
- Prioritized, analyzed, recreated and resolve reported issues (including critical support requests and potential software defects).
- Escalated incidents to proper team for investigation (incidents are prioritized based on client's impact).
- Identifying and assisting in the root cause of issues.
- Segregated all defects and prepared systematic instructions on how to recreate the issue.
- Log and tracked all defects in HP Quality Center.
- Attended defect management triage meetings; consulted the priority and impact of the defects, discussed deployments, releases of the new code (Live Production - Environments).
- Published and maintained knowledge base content.
- Participated in new product launches readiness and reviewed defect resolution documentation.
- Prepared, delivered, and supported readiness training.
- Assisted the Quality Assurance team in multi small to medium size complex projects.
Record Retention Administrator
MD Financial Services
Ottawa, Canada
09.1997 - 10.1998
- Generated original contribution tax receipts.
- Generated amended, duplicate and canceled contribution manual tax receipts.
- Generated T3, T5, and NR, and associated Quebec Relevé(s).
- Responsible for clients RESP contributions and CESG grants.
- Image all incoming mail (in kind transfers, deposits, redemption's and tax receipt requests).
- Image client's personal identification and investment account information (power attorney, trade-signing authority).
Education
OFFICE AUTOMATION SPECIALIST -
Delta College
Montreal, Quebec06.1993
HIGH SCHOOL DIPLOMA - BUSINESS ADMINISTRATION
LCCHS
Lasalle, QC06.1983
Skills
- Data entry and verification
- Application support
- Problem solving
- Support ticketing systems
- Attention to detail
- Administrative support
- Microsoft Office Suite proficiency
- Report generation
- Business transformation strategies
- Quality assurance in software testing
- Data collection
Languages
- French
- English, Fluent
- French, Beginner
Timeline
Functional Support Analyst
Hydro Ottawa Limited
04.2022 - 12.2024
Program Support
Health Canada
08.2021 - 08.2022
Program Support Assistant
Health Canada
03.2019 - 08.2021
Quality Assurance Analyst
AGNOVI
06.2015 - 08.2016
Quality Assurance Corporate Measurements Analyst
Canada Post
12.2014 - 05.2015
Quality Assurance & Functional Support Analyst
MD Financial Services
02.2011 - 02.2014
Quality Assurance Analyst
MD Financial Services
03.2003 - 02.2011
Quality Assurance Administrator
MD Financial Services
11.2002 - 03.2003
Registration Officer
MD Financial Services
04.2002 - 11.2002
Statistical Business Analyst
MD Financial Services
11.1998 - 03.2002
Record Retention Administrator
MD Financial Services
09.1997 - 10.1998
OFFICE AUTOMATION SPECIALIST -
Delta College
HIGH SCHOOL DIPLOMA - BUSINESS ADMINISTRATION
LCCHS