Passionate Sports Analyst
Canice Cunnane
IT Professional
Garnet Valley,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Service Analyst
Standard Life
Dublin
02.2008 - 05.2017
- Provision of IT support for internal business of over 300 persons. This included Scheduling and monitoring of system tasks, telephony support, desktop support, application support, business continuity planning, disaster recovery, Hardware and software upgrades
- Projects oversaw were
- Migration of site to newer Windows operating system and Office suite
- Ensured all on site developed applications were migrated and tested to work on newer platform
- Worked with internal customers creating data extracts
- For each, wrote requirements, extracted and cleaned data and where required did analysis of data
- These data extracts were catalogued for future use
- Some notable successes were
- Customer segmentation tool that segmented customers by applying rules depending on variables such as product types, monetary value and customer age
- "Future ready program" that helped retirement advisor partners to move away from older once off income model to newer recurring income model
- Monthly report to allow internal team ensure customers maintained sufficient cash to meet company charges on their policy holdings
- Transformation tool for Irish Addresses to support geographical segmentation for Irish addresses held on multiple systems
- Extracts for regulatory returns of customer information for European and Irish regulatory bodies.
- Analyzed trend data to forecast operational needs and plan next course of action
- Supported supervisor and associated team members to maintain system functionality
- Consulted with stakeholders to develop operational strategies and processes
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution
- Developed written documents and reports related to programs and operations
- Created custom reports and visualizations to support decision-making processes
- Scanned system for frequent technical issues, employing troubleshooting techniques for resolution
- Created and managed operational databases to store and track data and maintain accurate information
- Designed plans to improve operations and suggested changes to systems for overall organization
- Developed and updated tracking spreadsheets using Microsoft Excel and Access
- Assessed operational performance to identify areas for improvement
- Identified and analyzed project risks and developed mitigation strategies
Business Analyst / Support Consultant
ADP DSI, Kerridge Computer Systems
Dublin
01.2003 - 01.2008
- Second and third line support of ERP software solution for local and international car importers on Unix, Linux and Windows platforms
- Examined issues through detailed analysis and provided resolutions or advice to customer
- Understood client business processes and how product was implemented to fit their process
- Debugged code, analyzed processes, to establish if issue was software bug or if software enhancement was required to match their process
- For any software bugs or enhancements, worked through drawing up initial requirements, drafting test scripts to mirror these requirements and performing QA tests before passing to user for user acceptance testing
- For two summers, headed up Caribbean support department while their manager was on vacation
- After 2nd year, expanded role to perform consultancy work, working on site with customers, designing, testing and implementing solutions matching their bespoke requirements
- Notable examples of this was: implementation of what is called “Certificate of conformity” for customer. This legally requirement document must be produced for all cars sold by that company within European Union
- Through communication with multiple stakeholders, requirements were compiled, analyzed and integrated into current system, as vehicles could not be sold without this document. All this was delivered within tight time frames imposed by European Union
- Further to this, was key contact for printing solution, "Kprint - document output management system"
- For multiple customers, designed and implemented templates, forms, terms and conditions according to customer requirements.
Business Analyst / Support Consultant
Worldlink ITS
, Dublin
05.2000 - 12.2002
- Provided technical support and training for commercial applications for handheld computers
- These were “Mobile Office” email solution allowing secure access to corporate email, whether Microsoft Exchange or Lotus Notes
- Mobile Markets service that streamed real-time financial markets direct to mobile device and generated revenues of $2 million
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Examples of which was applications being developed that monitored and reported status of all components of our service in real-time basis through visual, audio, email and SMS alerts
- Outage management plan using decision trees being formulated for consultant to follow when service failed
- Another area where improvement identified was when clients wanted to access new stock exchanges that involved time consuming paper trail. After analysis, I prepared detailed specifications for web based administration tool to fulfill individual clients needs in subscribing to different stock exchanges.
- While not implemented it subsequently became basis for our web based SMS administration tool.
- Established acceptance test process to ensure higher quality products
- All products' requirements were tested
- Faults and weaknesses were fixed or diagnosed as known problems
- Once completed our department would take ownership of products for support
- Worked with British company "Railtrack" whom wished to electronically record their document workflow process developing full presentation showing how this could be accomplished best using our technology
Account Executive/System Administrator
S, CSR
, Dublin
06.1999 - 05.2000
- Telephone interviewed candidates from specific searches on employment database
- The purpose was to update employment and skill details, timescale of career change and assess suitability for available jobs
- Candidates would be followed up depending on their timescale
- Created detailed job specifications from consultations with companies
- This provided our consultants with an excellent understanding of the role shortening their search time of suitable candidates
- Composed job advertisements
- Proposed and prepared email subscription lists via website
- Administered employment database, email and Novell Server.
Team Leader/Senior Helpdesk Analyst
Compaq East point Business
Clontarf
01.1999 - 05.1999
- Key point of contact for first level helpdesk analysts' queries and problems
- Monitored and assessed team members' performances and took corrective action when necessary
- Assessed the development needs of the team and individuals
- Established means where team members deployed their skills more effectively within the helpdesk
- Developed and implemented Excel reports that improved Service levels
- Communicated with on-site engineers regarding progress of work on problems
- Informed Citibank managers of work completed and outlined approaches to problems.
Helpdesk Analyst
Compaq East point Business
Clontarf
09.1998 - 12.1998
- Provided first stage technical support to Citibank personnel that resulted in problem resolution, further troubleshooting or call progression to senior helpdesk analyst
- Informed customer of call progression through stages from initial call report to problem resolution.
Application instructor
Clear Systems
Dublin
10.1997 - 08.1998
- Taught Microsoft Access, Excel, Word, PowerPoint, Lotus Notes and SmartSuite at all levels to company's clients at locations around the country.
Project Assistant and Insurance clerk
Royal SunAlliance Dawson
Dublin
11.1996 - 09.1997
- Answered brokers and customers queries on policies, update files.
Education
Bachelor of Information Systems - Information Systems
Trinity College
Dublin, Ireland 01.2009 - 2012.05
Certificate in Software Engineering (Merit). Programming -
Griffith College South
Dublin, Ireland 01.1997 - 1998.05
Bachelor of Business Studies -
Dublin City University
Dublin, Ireland 01.1992 - 1996.05
Skills
Data analysis
undefinedInterests
Timeline
Bachelor of Information Systems - Information Systems
Trinity College
01.2009 - 2012.05
Service Analyst
Standard Life
02.2008 - 05.2017
Business Analyst / Support Consultant
ADP DSI, Kerridge Computer Systems
01.2003 - 01.2008
Business Analyst / Support Consultant
Worldlink ITS
05.2000 - 12.2002
Account Executive/System Administrator
S, CSR
06.1999 - 05.2000
Team Leader/Senior Helpdesk Analyst
Compaq East point Business
01.1999 - 05.1999
Helpdesk Analyst
Compaq East point Business
09.1998 - 12.1998
Application instructor
Clear Systems
10.1997 - 08.1998
Certificate in Software Engineering (Merit). Programming -
Griffith College South
01.1997 - 1998.05
Project Assistant and Insurance clerk
Royal SunAlliance Dawson
11.1996 - 09.1997
Bachelor of Business Studies -
Dublin City University
01.1992 - 1996.05
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