1. Doughlas Fernandez
1704-1580 Mississauga Valley Blvd. Mississauga, Ontario, L5A 3T8, Canada
Tel: 905-232-0095
Email: doughlasfernandez@canada.com
SKILLS
Personal attributes: Professional and goal oriented. An articulate communicator with organizational,
time management, interpersonal, sales and customer service skills who works well within a team or as
an individual contributor
Technical attribute: MSS Office, Windows 98/2000/NT, Assembly Language, and Visual Basic,
Network hardware (routers, switches, hubs and other peripheral equipment) and network protocols
(Frame Relay, ATM, X.25, and the TCP/IP suite)
Concept Fluency: Digital communications, signals and systems, radars, installation, troubleshooting,
and maintenance of networks, testing and test environments, project management methodologies,
lean & six sigma process approaches
PROFESSIONAL ACCOMPLISHMENTS
CANADIAN IMPERIAL BANK OF COMMERCE (CIBC) October 2003 – Present
Senior Technology Analyst
 Participated in defining and implementing the mechanism for identification and notification for
enterprise software currency
 Assisted in documenting and successfully executing the enterprise annual planning process
 Conducted impact analysis and recommended opportunities for implementing capacity efficiencies
 Contributed to defining and promoting ITIL aligned processes
 Aided in identifying reporting requirements and scope for operational activities
Team Leader - Corporate Customer information Management Group
 Successfully re-engineering four major processes, improving efficiency by 40%
 Administered project work packages using the six-sigma DMAIC process approach
 Conducted cost/benefit analyses and implemented plans for continuous process improvement
 Identified and implemented functional enhancements for the interface used by the team
 Ensured training success by planning, and conducting the departmental training program
 Supervised and trained staff for the ongoing maintenance of the customer information repository
 Identified and developed key performance metrics for the team
 Designed a tool for measuring performance efficiency and defining operating level agreements for
key business partners
 Defined and documented operating procedures for the team improving overall team effectiveness
 Actively participated in performance testing with technology and business partners
 Verified the accuracy of any change requests received to mitigate reputation and credit risk while
meeting or exceeding defined service level commitments
CLIENTLOGIC November 2002 - September 2003
Customer Care Representative
In the capacity of a Customer Care Representative I was primary interface between the client
and the organization, responsible for ensuring world-class customer service to clients from North
America. My other responsibilities included resolving client problems and billing issues in a timely
fashion, and, promoting new and existing products to prospective clients. I was also an active member
of the Joint Health and Safety Committee.
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2. SOCIETE INTERNATIONALE DE TELECOMMUNICATIONS AERONAUTIQUES / EQUANT
December 1997 – April 2002
Satellite Customer Service Center Manager
 Productively designed and implemented a curriculum for the team;
 Successfully trained 8 new employees;
 The aforementioned training program was adopted as a national standard
 Implemented new environment, health and safety measures for the office;
 Initiated, revised and executed contracts for vendors with regard to outsourced services;
 Reduced overheads (stationery, telephone & electric bills) by just over 7% over a 10 month period;
 Coordinated at all levels with both internal and external clients to resolve ongoing issues;
 Provided and implemented effective solutions to reduce outages by 10%;
 Planned, lead and participated in projects for airlines and other organizations on a global scale
such as Emirates Airlines, Lufthansa German Airlines, DHL, and SWIFT.
Network Control Engineer/Customer Support Engineer
As part of a team of customer support engineers I was:
 The specialized point of contact between clients and the organization;
 Was among the top 5% of the helpdesk in terms of calls handled and cases resolved;
 Implementation of these suggestions led to a marked decrease in resolution times for clients
network problems - from 105 minutes to 55 minutes over a five-month span;
 Provided update reports to management on a periodic as well as ad hoc basis;
 Installed and maintained network systems
 Scheduled proactive and preventive maintenance for end user systems
 Fostered efficient client and vendor relations.
PROFESSIONAL DEVELOPMENT
 Registered as an Engineer in Training (registration # 100078884) with the Professional Engineers
of Ontario (PEO)
 Project Management for IT Professionals by the International Institute for Learning
 Full Lifecycle Testing (methodologies for effective testing)
 Situational Leadership II (for managing and developing people, time and resources)
 Inter-Connecting Cisco Network Devices (ICND – for CCNA 2.0) course by CISCO
 X.25 and X.28 network protocols workshop by SITA
 ISDN (hardware, installation, configuration, and support) course by SITA
 Data Communication Techniques Seminar by SITA
 Attained Customer Best Care Certification provided by the American Management Profession
ACADEMIC QUALIFICATIONS
 Master of Business Administration (MBA), in Finance and Marketing from the American University
of Hawaii (USA);
 Bachelor of Engineering (B.E) in Aeronautical Engineering in the discipline of Avionics from the
National University of Sciences and Technology;
 Successfully completed the General Certificate of Education, Advanced Level examination from
the University of Cambridge;
 Successfully completed the General Certificate of Education, Ordinary Level examination from the
University of Cambridge;
 Attended Saint Patrick's High School.
REFERENCES
References are available upon request
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