Ivan Thomas
Toronto,ON
Summary
Experienced individual with extensive knowledge of data analysis, project management and strategic planning. Proven track record of success in developing innovative solutions to complex business problems and managing projects to ensure successful completion. Highly adept in analyzing data and developing reports to identify trends, risks and opportunities to support informed decision making.
Overview
22
22
years of professional experience
Work History
Bilingual Business Support Analyst
Ministry Of Labour, Immigration, Training, And Ski
2023.04 - Current
- Responsible as Lead/Subject Matter Expert of User Management to provide and revoke security access for business applications to users while ensuring pre-requisites and compliance measures are adhered to.
- Perform functional and user acceptance testing on technical changes to ensure system functionality remains stable while new elements are added.
- Conduct in-depth research and analysis of issues reported by users to determine corrective actions with summarized description of scenario for further investigation during escalation
- Facilitate business verification and user acceptance tests to ensure functionality of technical changes or data patches work according to system specifications. Display impact of testing results and recommend solutions or request additional expertise.
- Provide guidance for system usage moving forward to assist users in resolving issues prior to being escalated to the service desk.
- Identify possible enhancements to the system to make recommendations on proposed changes. Test potential changes pre and post implementation to ensure quality assurance and functionality.
- Leading the Labour Market Development Agreement (LMDA) Federal System account migration process by working with members of the Federal service desk along with Employment Ontario users to gather requirements for process redesign. Walk users through migrating accounts to new system & provide desk-aid materials.
Bilingual Support Technician
Applied Systems
2017.06 - 2023.04
- Use strong written and verbal skills to interact with internal and external stakeholders
- Respond to customer inquiries, primarily an online help ticketing system using Salesforce as well email and phone
- Exposure to Insurance agency to global insurance data standards of ACORD AL3 and XML standardized forms
- Understanding of IVANS and CSIO downloads
- Provide technical support for the accounting program in both French and English
- Train and support users with the accounting software program, server network and use processes
- Work with data services to assist agencies with Structure reconfiguration
- Perform software program tests of functionality, security of different workstations
- Setting up profiles, emails, and issuing access passes for new employees and assisting in all password-related issues
- Strong business knowledge with experience in client facing.
Customer Service Representative
LG Electronics
2013.09 - 2017.06
- Evaluated, analyzed and problem-solved customer complaints and issues
- Provided technical support and network resolution by performing diagnosis
- Liaised with the accounting and finance department with regards to EFT processes, payments and expense reconciliations
- Constantly achieved over 90% of monthly objectives including call quality and duration, customer satisfaction and allotted time to solve efficiently a problem
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Store Manager
Luumo
2009.03 - 2013.04
- Promoted to Store Manager after a year starting as Assistant Manager of contemporary design furniture store
- Defined and implemented the organization of the showroom
- Organized the sales area and highlighted the products in the displays and windows
- Meetings in store salesmen or at furniture exhibition in Paris or Milan to select new products from different brands we were working with
- Controlled the inventory, evaluated the needs in supply and placed the orders
- Received products, ensured that deliveries comply with orders
- Took care of the cash register (cash flow and bank deposits)
- Took care of the administrative and accounting follow-up and transmitted the information to the accountant
- Recommended and informed customers about products and made sales
- Determined sales and marketing strategy
- Provided technical assistance as product information, deliveries, customers complaints
- Determined and monitored the store budget.
Store Manager
My Shoes
2002.01 - 2008.11
- Promoted to Store Manager after 2 years starting as Sales Associate
- Managed, trained and led a group of 5 employees in sales and delivery roles
- Increased profits through providing effective direction to employees and premium customer service
- Managed opening and closing procedures, handled cash flow and bank deposits
- Supervised the schedule and oversaw training and development of associates
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Rotated merchandise and displays to feature new products and promotions
- Recommended and informed customers about products and made sales.
Education
High School Diploma -
Bonne-Nouvelle
Brest, FranceSkills
- Microsoft Office Suite
- Pivot Tables
- Special Projects
- Database Coordination
- Microsoft Office Suite
- Workflow Analysis
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Business Support Analyst
Ministry Of Labour, Immigration, Training, And Ski
2023.04 - Current
Bilingual Support Technician
Applied Systems
2017.06 - 2023.04
Customer Service Representative
LG Electronics
2013.09 - 2017.06
Store Manager
Luumo
2009.03 - 2013.04
Store Manager
My Shoes
2002.01 - 2008.11
High School Diploma -
Bonne-Nouvelle
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