Harvey Kay

Experience

• 

  The Canadian Depository for Securities Limited (CDS)

  Jul 1993 - Dec 2017

  Incident & Problem Manager:My duties were to review all incident tickets for completeness in reporting and resolution description. During major incidents, I hosted the meeting to coordinate resources to effect timely restoration of service while keeping management informed. This includes major incidents that occurred after-hours via cell phone conference calls. I also employed the Deming Cycle to improve all processes.* Worked closely with second level support and management* Recorded detailed timeline of events during incident* Notified and coordinate all necessary on-call technical support and management* Next day follow up of events via e-mail with time lines* Booked and hosted post-mortem meeting within 10 days of major incident to determine root cause* Assigned action items to technical support teams (may lead to system or program changes handled via change management process)* Recorded minutes and added to major incident database in Lotus Notes* Created monthly reports and statistics for management of all incidents (major & minor)* Met with auditors semi-annually to ensure all audit requirements are being achieved Show less Service Desk Analyst III:I performed first level technical support for internal and external end-users on a daily basis and ensured all incoming telephone and email inquiries/requests were monitored, documented and responded to in a timely fashion, in addition to a myriad of other tasks as required or requested. I performed on-phone and desk side support for hardware, software and network connectivity. I was also the backup to the Incident & Problem Manager.* Liaised with customers and management daily* Resolved user incidents and provided quick tutorials to help them resolve their own incidents* Escalated serious incidents to second level support and notified management* Created documentation for procedures* Created reports and statistics for management* Initiated & hosted major incident meetings with second level support, management and clients (if necessary) and recorded all details for review meeting* Trained co-workers and shared experience and knowledge of software & hardware* Setup, installed and supported PC Hardware and Software* Monitored and supported Network Connectivity for internal and external clients* Installed and supported Cisco phones for users and audio/video equipment for meetings Show less

  • Incident & Problem Management. ITIL cetified

    Jul 1993 - Dec 2017

  • Service Desk Analyst III

    Jul 1993 - Dec 2012
• 

  N/A

  Jan 2022 - Feb 2022

  Retired