Randall Walker

Experience

• 

  Cantax Software Ltd.

  Sept 1998 - Sept 2001

  Technical Support Analyst

  Provided external software support to clients and internal technical support to staff.Identified/reported a gap in technical support resulting in creation of new position which I successfully obtained.

• 

  IBM

  Sept 2001 - Jul 2003

  Installation Technician

  Team lead involved in hardware/software upgrades to various clients in Alberta and B.C.Provided client support during installation as required.

• 

  ATB Financial

  Mar 2004 - Jan 2017

  Managed change tickets and improved processes for better accuracy and efficiency.Coordinated between business/IT units and third-party vendors for resolution.Participated in annual Disaster Recovery activities. Led the ATB Online Interac eTransfer project, delivered successfully on time.Completed testing and analysis of new and upgraded services and applications.Coordinated business unit testers during Integration and UAT testing. Delivered prompt solutions for IT-related queries, becoming a go-to expert.

  • Integration Change Analyst/3rd Party Vendor Integration Analyst

    Aug 2014 - Jan 2017

  • IT QA Test Analyst

    Mar 2006 - Jul 2014

  • Contact Center Specialist

    Mar 2004 - Mar 2006
• 

  Tykans Group Inc

  Dec 2018 - Jan 2021

  Provided first-class IT support, including onboarding and offboarding staff, ensuring a smooth transition for employees.Installed and configured required applications and refreshed Windows 10 laptops.Managed the Asset Control Inventory management system for both I.T. and non-I.T. assets, maintaining a 24-hour SLA.Created Cost Benefit analyses for asset acquisition. Supported Genesys Contact Centre software, achieving 80% SLA.Conducted UAT testing, application analysis, and client training sessions.

  • Intermediate I.T. Support Analyst

    Dec 2019 - Jan 2021

  • Intermediate Application Analyst

    Dec 2018 - Dec 2019
• 

  Sovereign Insurance

  Sept 2021 - Aug 2024

  Business Systems Analyst

  Delivered responsive incident management to support various business applications, maintaining a customer satisfaction rate above 80%.Conducted root cause analyses and escalated issues to ensure resolution efficiency.Maintained detailed knowledge base articles for seamless team operations.Documented knowledge base articles and acted as a temporary Agile QA Analyst.Additional duties including training new Team members, refreshing non-PROD environment databases.