Writing
Joanne Bhaloo
Playa Del Carmen,Mexico
Summary
Seasoned Entrepreneur with a solid background in business management, operational planning, sale coordinator and revenue generation. Hardworking, dedicated and resourceful leader with 10+ years in Information Technology field. Ready to leverage experience and drive to pursue new professional challenges with the Valuetainment family.
Overview
20
20
years of professional experience
5
5
Certifications
1
1
Language
Work History
Entrepreneur
eCommerce Stores
Playa del Carmen, QROO
01.2014 - Current
- Built and ran several 5-6 figure income eCommerce stores on various online platforms such as: eBay, Amazon, Bonanza, Shopify
- Managed Virtual Assistant teams in Philippines to efficiently run our eCommerce stores
- Sourced top-quality products based on various research methods to drive constant sales to our stores
- Aquired and sold various eCommerce stores
- Evaluated suppliers to maintain tight cost controls and maximize business operational performance.
- Determined business plan, mission statement and vision.
- Set company culture, facilitated communication and built cohesion between team members.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Ran seversal successful Masterminds and Mentorship programs dedicated to help others achieve success in the eCommerce world
Application Support Engineer – Oracle WebLogic Administrator
OntarioMD
Toronto, ON
06.2010 - 11.2012
- Working within OntarioMD Operations Team and supporting the OntarioMD Portal applications including setting up infrastructure (development, test and production environments) and troubleshooting applications as it relates networking and hardware all based on Oracle Fusion WebLogic 11g
- WebLogic installation, domain creation, managed server clustering, and WLST scripting
- Web Services application infrastructure (e.g.: Apache, Tomcat, IIS, and sFTP servers) and Load balancing using F5
- Maintenance of IT asset library: software licenses (infrastructure, application, certifications), hardware , and associated annual renewals and maintenance following ITIL principles
- Triage of support tickets, escalation to vendors, and working with vendors until ticket resolved
- Maintaining and analyzing WebLogic server performance, resource allocation and performance tuning
- Continuous process improvement by recommending and documenting IT service management enhancements
- Preparing of and deploying WebLogic and J2EE Applications and troubleshooting problems (such as environment, hardware, software, performance, etc.)
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Monitored company inventory to keep stock levels and databases updated.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Received and processed stock into inventory management system.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained energy and enthusiasm in fast-paced environment.
- Collaborated with team members to achieve target results.
- Handled 50 calls per day to address customer inquiries and concerns.
- Managed team of employees, overseeing hiring, training, and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Onboarded new temps by entering employee information into systems.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Resolved problems, improved operations and provided exceptional service.
- Drove operational improvements which resulted in savings and improved profit margins.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Application Systems Analyst – Middleware Support
Davis and Henderson
Toronto, ON
07.2009 - 05.2010
- Manage mission critical financial applications in a 24/7 environment for some of Canada’s largest financial service companies including CIBC, Laurentian Bank, National Bank of Canada, Dejardins, TD Bank, Canadian Tire Financial and Dundee Wealth
- Test and deploy code in UNIX, Linux, Windows, Mac, SharePoint, Sun ONE 7/8 Middleware, WebLogic, DataPower, Java and Oracle / SQL backend environments
- Support activities such as designing, writing and executing test plans & procedures, implementation plans and system documentation as well as participating in the deployment of approved application enhancements/changes
- Provided high level support according to the Service Level Agreements (SLA) that Davis and Henderson have with most of Canada’s largest banks and insurance companies
- Support multiple environments including Production, UAT, QA, Development and Stress Test and work hand in hand with Project Managers, Technical Analysts, DBAs, Developers and Architects
- Participate in daily Change Advisory Board (CAB) meetings to support requests for changes and to ensure needed approvals are given before large system or application changes
- Performing server-related and Sitescope Alert duties (delete logs, check systems health) as needed
- Documenting action taken for resolution to Change Management and Incident Management Office (IMO)
- Reviewing and analyzing, from an application support perspective, issues to quickly identify root causes
Application Support – IT Service Desk
Shoppers Drug Mart
Toronto, ON
04.2008 - 06.2009
- Providing level 2 application support for over 1500 stores, 5 distribution centres, 3 corporate offices across Canada
- Currently supporting applications and hardware in Windows, UNIX, Linux, Mainframe and POS Systems following ITIL principles
- Perform root cause analysis for a wide variety of software applications including logging and maintaining ownership of client reported incidents from escalation to resolution, to ensure proper communication and to facilitate accurate delivery of application support analysis
- Responsible for accurate, timely logging of all support calls in Remedy call tracking system and following up for escalation
- Work closely with external vendors and form partnerships with operational support teams, Development teams, QA teams and Business Analysts
- Ensuring application stability and reliability through monitoring activities, logging defects, and submission of change requests
- Work closely with internal Network Operations team as well as external service providers (Bell Canada, Telus) to ensure network availability
- Responsible for performing functional testing, fixing data issues, recycling processes when necessary, capturing errors by examining log files, and producing various reports
IT Support Analyst
Tundra Technical Solutions
Toronto, ON
01.2007 - 03.2008
- Responded to Tundra Technical Solutions’ client inquiries (RBC, Manulife Financial, Allstate Insurance, HydroOne, Honda, CBC) pertaining to technical issues including network connectivity, desktop and laptop hardware issues, software installation and configuration, printer set-up and troubleshooting issues
- Travelled to client’s sites to install, configure, and resolve client end-user requests regarding Microsoft Office applications, including Word 2002/2003/2007, Excel 2002/2003/2007, and Outlook 2002/2003/
IT Coordinator/ Systems Analyst
Maple Leaf Medical Clinic
Toronto, ON
01.2004 - 01.2007
- Assisted clients with the installation, configuration, upgrading and troubleshooting of their VPN and Dial up connections
- Conduct setup of user accounts in Active directory, including password resets, group memberships or modifications
- Provided end-user support with messaging issues related to Outlook, Exchange Server and Blackberry Enterprise Server
- Performed software distribution, patches, installed drivers and software remotely
- Worked with other technical support analyst to document and communicate completed follow-up information to the customer to ensure complete customer satisfaction
- Resolve software and hardware issues affected by various viruses, Proactively monitored systems through daily system/application activity logs
- Completed routine software/hardware maintenance and operational support for applications/properties such as patching, OS upgrades
- Provided all levels of technical support and assistance to all users in the clinic
- Write recommendations for new hardware purchases to ensure optimal performance for all users
- Provided system/server performance tuning where appropriate and necessary, also a complete analysis to ensure adequate system capacity and performance
- Ensured network and system documentation is as accurate and detailed as possible
- Setup, configured and managed firewalls, routers, switches, network access points, VPN and all other hardware equipment in the clinic
- Perform routine backups of local and remote servers, including database backups
Point Clark Networks
Toronto, ON
01.2003 - 01.2004
- Product Management/Support
- Developed product strategy and offered marketing solutions on product releases
- Involved in client development, promotion and pricing, researched and assessed competing products and companies
- Managed and facilitated national and international trade show booths and prepared marketing material
- Redesigned and maintained the product brochure, developer web site and other marketing material for company promotion
- Offered technical support to clients with Networking inquiries and concerns
Tier 2 Network Support Technician
Percepta
North York, ON
01.2001 - 01.2003
- Diagnosed, troubleshooted, assessed and repaired both hardware and software concerns
- Consistently delivering high ticket quality, call quality and call time
- Deployment team lead for the entire office infrastructure change (over 500 desktops and laptops)
- Created fulfilment requests for 3rd Level Support Work Order Analysts within timeframes outlined in SLA
- Coached new analysts one-on-one for technical and customer service skills
- Wrote documentation to be used by new analysts
- Logged all support help desk calls using Magic and Remedy ticketing system
- Liaised with clients to ensure satisfaction with the resolutions provided by identifying gaps and creating supporting documentation
- Designed and developed five intranet websites using HTML and JavaScript
- Member of the Intranet committee, a weekly dedication for process improvements and changes
- Created, tested, set up and re-imaging a standardized desktop for over 500 desktops and laptops with varying drivers, following the ITIL principles
Education
B.A. Honours - Psychology Degree
York University
Skills
Applications /MiddlewareOperating SystemsSun ONE, WebLogic, Oracle Fusion, Data Power, SharePoint 2007 (MOSS 2007)UNIX, Linux, Windows, VMwareProgramming LanguagesJava, UNIX Shell Scripting, JavaScript, HTML, XML, UMLDatabasesSQL, Oracle, PL/SQL
Team Bonding
Cultural development
Relationship building
Employee scheduling
Scheduling
Recruitment
Coaching and mentoring
Active Listening
Attention to Detail
Certification
Excellent communication skills in English and Romanian
Interests
Wellness & Fitness
Personal Leadership Growth
Timeline
Entrepreneur
eCommerce Stores
01.2014 - Current
Application Support Engineer – Oracle WebLogic Administrator
OntarioMD
06.2010 - 11.2012
Application Systems Analyst – Middleware Support
Davis and Henderson
07.2009 - 05.2010
Application Support – IT Service Desk
Shoppers Drug Mart
04.2008 - 06.2009
IT Support Analyst
Tundra Technical Solutions
01.2007 - 03.2008
IT Coordinator/ Systems Analyst
Maple Leaf Medical Clinic
01.2004 - 01.2007
Point Clark Networks
01.2003 - 01.2004
Tier 2 Network Support Technician
Percepta
01.2001 - 01.2003
B.A. Honours - Psychology Degree
York University