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Pedro Avila

Pedro Avila

IT System Administrator

CST Trust Company

IT Infrastructure & Data Center Support at CST Trust Company

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CST Trust Company

IT System Administrator

In this role I act as Enterprise Administrator, responsible for effectively provisioning, installing, configuring, operate and maintain an array of systems hardware, software and related IT infrastructure for 6 branches of our organization across Canada.

Under my direct responsibility I support and administer the following systems: Windows active directory; Microsoft Exchange, Blackberry Enterprise Server, Windows servers and desktops; Microsoft Office applications, Printer and File services, Avaya VoIP, in-house custom applications, among other things.

I’m responsible for ensuring that systems hardware, operating systems, software systems, and related procedures adhere to our organizational standards and values, enabling our staff to provide the best service to our customers.

In this role I’m also responsible for providing support of our production Data Center, in this role I work with our systems engineers and systems administrators in our main office in Brooklyn, NY, providing support in tasks such as racking of hardware, including storage, network, servers and UPS/PDU and troubleshooting of hardware issues. I provide support to an array of systems hardware infrastructure such as:

HP ProLiant Servers
Sun Blade Servers
EMC VNX Storage Solutions
Brocade Switches
Blue Coat Proxy Appliances

Career medium 02
Career
Career medium 01

American Stock Transfer & Trust Co LLC

Consultant, Mainframe Computer Operations

AST acts as transfer agent and registrar for close to 2,800 public companies maintaining each company's records of share ownership and outstanding shares.

In this role I’m responsible for supporting all efforts of AST’s internal and external business for reporting, fielding all client request for reports, analytics and data issues.

I act as primary point of contact on day to day reporting issues, data questions and report queries supporting our in-house client relationship administrators team, remaining in constant close contact throughout the process of delivering reports requested from our clients in connection to their shareholders meeting process and other market complexities (SEC and other market regulations)

I work on VSE and CICS environments, using applications such as Rocket Shuttle for Windows with assisted SQL statements to extract data combined with Microsoft Excel 2003, 2007 and 2010.

I always aim to exceed internal and external clients expectation with great attention to detail and follow up skills which allows me to be always on target with the delivery of any reports or data analysis requested.

I proactively continue looking to assist streamlining our internal processes for improved turnaround time without sacrificing the quality and integrity of the data presented.

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Broadridge

Client Project Administrator (Mutual Fund Services)

- Supported the analysis, workflow, business process redesign and documentation; streamlined work between other internal departments, production and systems to meet client needs.
- Extracted and integrated data for modeling and analysis to facilitate business planning decisions.
- Supported clients with the shareholder meeting process, product queries and market complexities (SEC and other market regulations).

Career medium 01
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Career medium 06

Broadridge

Client Project Administrator (Corporate Issuer Client Services)

- Managed all internal aspects from a Corporate Issuer client's perspective, managing the internal flow and follow up.
- Analyzed departmental and organizational operations and recommended ways to improve the efficiency as well update and monitor internal reports to ensure the timely and efficient progress of each project.
- Performed day-to-day assigned functions in the specified timeframe to ensure that client expectations are met and exceeded.
- Crucial compliance issues requiring the constant monitoring of processes as well created/modified new procedures required by the business owners in compliance with ISO 27000:1 standards.
- Supporting the management of the financial mailings for the top 150 Corporate Issuers by developing the appropriate project plans and timelines for projects identified as priorities to ensure excellent and timely delivery.
- Supported clients with the shareholder meeting process, product queries and market complexities (SEC and other market regulations).

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Broadridge

Quality Control Inspector (Production Quality Control)

- Conducted incoming, in process and final visual, functional and dimensional inspection of jobs assigned. Responsible for in process and final product quality.
- Prepared required documentation and route processed jobs as required to maintain schedules and communicated related issues. Recognized and take action to correct apparent discrepancies in specifications and procedures on jobs assigned.
- Determined causes of failures and communicated conclusion/solution to management as appropriate. Communicated with clients’ reps to resolve issues, serving as a liaison between quality control and production.
- Trained and advised others on technical issues relating to inspection and resolution of task assigned.

Career medium 01
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Career medium 04

Dell

Process Leader Analyst

- Led and managed projects within business unit that resulted in improvements to customer experience.
- Implemented, improved and innovated processes by utilizing internal and industry best practices (BPI methodology) to ensure Dell meets and exceeds service level metrics.
- Assisted business in determining reporting needs based on business requirements, maintained databases and updated as needed, created and distributed routine and ad-hoc reports, proactively analyzed trends, causes and variances.
- Experience in data mining and creating information to prove positive performance of business initiatives through the use of quality control charts and statistical process control methods.
- Process Control, to promote compliance of company policies. Monitored processes to maintain consistency and quality and to identify required improvements, best practices.

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Dell

Call Center Operations Analyst

- Responsible for providing support to the Consumer Technical Support call center through cross-functional partnerships, enabling the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience.
- Responsible for reviewing performance and volume trends while being cognizant of service objectives. Evaluated initiatives that could impact staffing levels of the Consumer Technical Support Center.
- Analyzed data and assessed opportunities for improving performances while driving efficiencies. Data compilation for analysis to identify emerging trends.
- Served as a functional/ technical advisor with the business unit, monitoring the quality of technical solutions, identifying training needs, providing technical coaching and ensuring agents utilize all available tools, and resources to resolve customer issues.

Career medium 04
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Suffolk County Community College

A.S.S, Information Technology Network Design