1. Paul E. Hill
IT Service Management | Quality Assurance Analyst
15 Maitland Place,#1501
Toronto ON M4Y2X3
MOBILE:416-817-8731
paul.e.hill@outlook.com
Customer Service, Solution-oriented and resourceful IT Consultant & QualityAssurance with 10+ years of diverse IT experience
emphasizing technical analysis and troubleshooting, system setup, evaluations and upgrades, end-user service and technical
support, networkdevelopment,software configuration,andtesting with perseverance. Demonstrated competencies in developing
and implementing technological solutions to improve productivityand meet challenging business demands and deadlines.
A high achiever, business developer who is approachable, reachable and who integrates exceptionally well with all levels of
business.A talentfor buildingconsensusand troubleshooting complex problems. Readyto accept challenging assignments and
lend support to your clients.
COMPETENCIES
Infrastructure Development
Troubleshooting
& Repairs
System Security
Project Management
Client Relationships
Client Services
Conflict Resolution
ITIL
Agile Scrum Methodology
Needs Assessment
Follow Up
Database Expansion
Technical Documentation
Software Verification
Quality Assurance Testing
Designing & Building
E-Commerce
Network support
QUALIFICATIONS
 MANAGING IT PROJECTSCERTIFICATE from McMasterUniversity. Academic
backgroundin analysis,developmentand delivery ofhigh-performance
technologysolutions.EmploymentheldasSeniorTechnologyAnalyst, Level III
SupportTechnician,TeamLeadandAccessControlSpecialist,SeniorSupport
Technician andTechnical SupportAnalyst, Content CoordinatorLead,Quality
AssuranceTesterTeam Lead,andQualityAssuranceAnalyst.
 Known to producehigh qualityresultsahead ofdeadlinesand fordemanding
clientele.Interpretindividualclientneedswithsensitivity.
 Technical experience inMicrosoftOffice,95/98/Me/2000/XP/Vista/7/8, AS400
accounts,SQL,Java, Eclipse,HPQualityCentre and various PC systems; CISCO
routers andswitches,Client-Server environments;LAN, WAN, Gateways, VPN, SMS,
Active Directory, Citrix, MSOutlook, wirelessnetworkingand infrastructure andITSM.
ImplementedtheValidationTeamandSupportfor RemedyARS with out of the box
andcustomizations.Foundworkablesolutionsontimeandwithinbudget.
 Exceptional relationshipbuilding skills communicatingwithalllevels - from
customertotechnicalstaffto seniormanagement.
 Solid understanding ofapplicationdevelopmentfornewonlinegamesforGANZ,
computerprogrammingandarchitecturedesign.
 Recognizedfordeliveringleading edge solutions thatconsistentlymeetbusiness
requirementsbyexaminingriskanalysisfor eachproject.
 Train one-on-onewithin-depthinformativeexplanations.Superviseprogress.Have
coordinatedthe‘’CreativeTeam’’,actingasScrum leader withmuchsuccess.
Evaluate/Manage.

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PROFESSIONAL EXPERIENCE
Workgroup TechnologyAnalyst May2014 - Feb2015
Bank of Montreal,FieldServices,Toronto,Ontario
 Provided white glove desk side customer service to Bank of Montreal employees (received numerous customer service
awards)
 Extensive experience with Installation, configuration, maintaining hardware, software and support of Windows XP and
Windows 7 images for over 8000 customers
 Handled high volume incidents and resolved within or better than the Service Level Agreements
 Professional and timelycommunication and customer service skills
 Solid hardware and Networking skills
 Able to adapt to rapidlychanging technologies
 Assisted with internal department moves
 Windows7 deploymentsandconversions for BMO head office and various locations in the GTAfor over 8000 customers
 Very familiar with Banking & Financial Institutions, Healthcare, Pharmaceutical, Government and private business
environments.
GANZ Studio,Woodbridge,Ontario
Employeris a leading toy manufacturerin Canada.
CONTENT COORDINATORLEAD 2011– Dec 2012
 CoordinatedtheCreative Team tobrainstorm forstrategic planninganddecisionmaking
 Debuggedandfoundsolutions ingameelementssetupinthe ContentManagementPropertySystem andin gametesting
debugging;maintainedcontentdatabasesandperformedregularcleanupsforeachdepartment.Successfullyperformed
contentschedulingandreportedtoCreative Lead/Producerforthe Creative Director.Set forth contentand implemented
setup for the DevelopmentDepartment.
 EngagedinAgile and Scrum teamsasteam lead.
QUALITYASSURANCETESTERTEAM LEAD 2010– 2011
Team Leadfor Transactionsystems relatingto the developmentofonlinegames.Focusedas a passionatetester who believes
that the best defenseis a goodoffense andis always proactivelylookingfor ways to make platforms better.
 Created, developed, deployed, ensured compliance, improvement and enhancement of the QualityAssurance Team;
created and maintained the Regression Test Suite for keyapplication stacks
 Conducted Functional, System Integration, Regression and User Acceptance Testing
 Performed independent testing services as member of Interactive Division of QATeam with exposure to implementing
qualityassurance processes on consumer facing eCommerce sites and systems.
 HandledeCommercesales,creditcardtransactions,pricing,inchargeofcontent management system flow, coordination
of artwork, set up and launch start projects. Produced detailed reporting, to ensure project integrity and transparency
among stakeholders. Worked within teams of developers in a small agile environment in order to help deliver the best
possible experience to customers. Intimatelyinvolved in methodology, talent, and capabilitydevelopment as enforced in
the training of new QA personnel in duties for QA department for existing and new online games for GANZ Studios.
Evaluated and assessed in real-time, from a risk perspective, monitored, and mitigate testing risks; tracked progress,
prioritized testing and participated in Agile Scrum methods to meet project outcomes.
QUALITYASSURANCEANALYST forBlackberry
ResearchIn Motion Limited,Waterloo, Ontario,Canada 2009– 2010
 Successfully delivered IT software testing at an optimum. Managed entire project lifecycle from beginning to end.
Reassured clients in situations where ambiguous or changing circumstances tend to create uncertainty and doubt.
Supported the team in creating reusable test assets for both manual and automated test scripts; managed the defect
process ensuring defects are documented, tracked and reported to facilitate timelyfixes. Delivered independent testing
servicesinvolving SoftwareVerificationand ConductedFunctional,System Integration, Regressionand User Acceptance
Testing including keyapplication stacks.
 Projectssuccessfullydelivered:implementationof Validation Team and Support for ITSM 7.0 to 7.5, RemedyARS Out of
the Box and customizations. Developed solutions aligning with cost, ensuring financial viabilityof projects.
 In each project, work closely with validation team in the development and support of strategies and goals that address
consumer need and demand, while making efficient use of human and material resources. Report the status of test

3. Paul E. Hill … 416-817-8731 Page 3 of 3
planning, defects, and execution activities, including regular status updated to the project team using quality metrics.
Contribute to project readiness assessments and participate and contribute to lessons learned.
LEVEL III SUPPORT TECHNICIAN,TEAM LEADANDACCESSCONTROL SPECIALIST 2000– 2009
GlaxoSmithKline,Mississauga,Ontario,Canada
Accountableas Access ControlCustodiandependedonforcreating andmodifyinguser accountsfor GlaxoSmithKlinenationally
within this pharmaceuticalindustry.Awarded Top CustomerService AppreciationAward.
 Developed IT software systems as related to QA. Performed GAP analysis, translation of business requirements into
technical requirements,preparationandpresentationof project proposals to senior management. Ensured adherence to
project management methodologyand system development lifecycle (SDLC). Performed QualityAssurance Testing on
Remedy ARS in-house customizations. Kept employees motivated by performing third level problem diagnosis and
resolution for employees across Canada. Updated problem management database (RemedyAction request)
 Handled special project proficientlyas assigned byHelp Centre Manager. Supervised and trained first and second level
Help Centre staff. Installed, configured and maintained hardware; developed and supported Windows XP images,
administered, installed and maintained CISCO routers and switches.
 ForEnglish and French accounts, mail accounts, secured file share access requests including but not limited to: set up
and control involving remote access requests and AS400 accounts. Continuously performed software installations,
updatesand modificationsonthe client PCs. Prepared and presented reports on a daily, weeklyand monthlybasis to the
Help Centre, Manager, Help Centre Team and IT service partners on call volume, route cause analysis, print and file
server performance, and remedycall resolution.
SENIORSUPPORT TECHNICIAN 1998– 2000
OntarioMinistryof Health,Toronto,Ontario
Executeda broadrangeof duties including,notlimitedto, the following:
 Provided unprecedented client technical support for over 3000 users in Ontario.
 Developed user support database i.e. web page, advised IT Security and of sensitive information handling in
confidentialityanddisposal;migratedusersfrom LegacySystems to Microsoft andcustom in-houseapplications; created
technical documentationofend-userapplications: testing, reporting of bugs, testing and evaluation of various off the shelf
software applications,installation,configurationandmaintenanceofhardware,appliedOfficeProfessional, Windows and
dedicated Ministryof Health custom applications.
 Successful in Project Management deliverables facilitating project goals and activities with developers to determine the
need for customer in-house applications.
 Conductedone-on-oneclientinstructiondailyinMSOutlook,administeredNT/Exchangeaccount with Trusted Enterprise
Management.
 Performed exclusive Ministryof Health custom application testing and troubleshooting
 Was successful as emergencycontingencyplanner for deployment of antivirus software
ADDITIONAL EMPLOYMENT:
Technical SupportAnalyst -ToyotaCanadaInc,Scarborough,Ontario,Canada
MilitaryPoliceOfficer,National DefenceCanada
Stationedin: London,Ontario,Tokyo, Japan,and Calgary, Alberta.
Served at CanadianForcesBaseCalgary, wasInstructor for Reserve MilitaryPoliceQualificationLevel5at the CanadianForc es
Schoolof IntelligenceandSecurity,CFB Borden,Ontario;deployed to the UnitedNationsProtectionForceoverseas.
EDUCATION
 Foundation Certificate in IT Service Management (ITIL), Pink Elephant.
 Managing IT Projects Certificate, McMaster University, Hamilton, ON.
 Mastering Policies, Procedures and Documentation Information Mapping Canada.