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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.



                                                                                             Page 1 of 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



                                                                                            Page 2 of 2

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Doughlas Fernandez Resume

  • 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. Page 1 of 2
  • 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 Page 2 of 2