DDAVIDAVID S. SS. SEATONEATON

768 Hillcrest Rd Pickering, ON L1W 2P4 Phone: (905) 706-3435 daveseaton79@hotmail.com

CAREER OBJECTIVE 

To obtain a challenging position that allows me to use my information technology skills and to build

upon my business and technical knowledge, while ensuring success and future growth.

EDUCATION 

University of Toronto – Toronto, ON – 2009

B.SC in Cognitive Science and Artificial Intelligence

• Specialized in Logic and Programming

Dunbarton High School – Pickering, ON

OSSD/OAC

• Ontario Scholar, Honours in all Semesters; Extensive extracurricular activities

TECHNOLOGY SUMMARY 

Systems: Windows NT//XP/Vista/7, Mac OS, UNIX/Linux System (Shell Commands, Scripting), DOS

Languages

:

Java, HTML, XML, Python, JavaScript

Software: Eclipse, MS Word, Excel, Power Point, Access, Visio, Open Office,

PROFESSIONAL SKILLS 

• Training of senior level associates on business critical technical systems (Plan Sponsor Web station,

Secure Email etc….)

• Effective and professional relationships with client mangers, clients and internal contacts of all levels

and practices

• Excellent presentation skills

• Superior customer service skills (call handling, de-escalation procedures)

• Knowledge of risk management practices and related technology issues (virus, malware, firewalls)

IT EXPERIENCE 

FIDELITY INVESTMENTS – Toronto, ON

March 2007 – June 2008

Helpdesk Analyst / Electronic Support Service Specialist

• Senior Associate for inbound technical support, servicing for institutional products (online stock trading, retirement plan management, and over twenty other on line applications).

 

DAVID S. SEATON | Page 2

(905) 706-3435

• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-

downs and data recoveries. Engaged and tracked priority issues, with responsibility for the timely

documentation, escalation (if appropriate), resolution and closure of trouble tickets.

• Involved in the start up of the Electronic Support Service Department in the Toronto Office.

• Designated team trainer for senior level technical support; Trained senior associates in troubleshooting

and associated applications. Trained associates in procedures and policies relating to client manager 

interaction and policies.

• Performed various one on one coaching duties.

• Responsible for many presentations regarding systems upgrades and processes during team meetings.

Researched and developed knowledge-base articles for issues, resulting in an increase in first-call-

resolutions.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently

scoring between 95%-100% on all calls (outperforming average of 90%).

Handled 30+ technical/mission-critical calls daily and consistently met high service standards.  

Provided networking/desktop support and account maintenance tasks.

Earned commendations for teamwork, flexibility and work excellence in providing IT support to client

managers, clients and consumers.

All quarters in which bonus was available, a bonus was earned. Yearly merit review yielded an, ‘Exceeds

Expectations’ rating.

FIDELITY INVESTMENTS – TORONTO, ON

MARCH 2006 – MARCH 2007

Pension Specialist

• Inbound Contact Agent. Hired into the Pension Department as a full service associate; Knowledgeable,

 patient and communicative on plan rules and details to clients such as General Motors (US Division) in

a Defined Benefits role.

• Educate clients on Retirement products and services, as well as researching all of the options availablein retirement. Extremely proficient in calculations and system usage.

Able to Relocate & Travel When Required Available for Full-Time & Contract Assignments