Ana Ismaili
Toronto,Canada
Summary
Dynamic and motivated professional with a strong technical background in tech operations and sales. Successfully improved customer experience and retention rates by leveraging extensive product knowledge, exceptional problem-solving abilities, and a patient, empathetic approach. Committed to delivering outstanding service and cultivating a positive, tech-savvy environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Consultant, Governance and Controls
CIBC
Toronto, ON
09.2022 - Current
- Tracked, monitored, and reported on risk items and deviations to ensure timely and accurate resolution.
- Analyzed and addressed potential deficiencies to drive effective solutions resolving them throughout the deficiency lifecycle.
- Coordinated and verified RFI responses to support teams during Internal Audit engagement.
- Control Management: Participated in creating and managing Key Controls, like processes, and made sure they are followed with artifacts submitted in a timely manner.
- Provided ongoing compliance reporting, monitoring Cloud Engineering governance commitments, milestones, and deliverables for timely closures and resolutions.
- Served as sole BCP contact for Cloud Infrastructure Engineering Business.
Technical Analyst, Infrastructure Management
CIBC
Toronto, ON
04.2019 - 07.2022
- Continually identified opportunities to remove manual steps by automating using Ansible Playbooks.
- Leveraged CI/CD processes to streamline code authoring, testing, setup, and automation implementation directly from GitHub.
- Contributed in setting up Automation Hub infrastructure.
- Initiated the project to creating the Ansible Toolkit (Visual Studio, GitHub Desktop, WSL) in order to use as one development package downloadable from Software Center.
- Implemented Grafana and Prometheus monitoring stack for tracking application, OS, and Tower metrics.
Technology Advisor
Neptun
Tirana, Albania
03.2017 - 05.2018
- Enhanced customer decision-making and satisfaction through expert product recommendations.
- Attained highest sales performance in the district for two consecutive quarters
- Organized in-store tech workshops, resulting in a 10% increase in accessory sales.
- Drove team to embrace a consultative sales approach, leading to increased customer satisfaction.
Sales Specialist
Vodafone
Tirana, Albania
08.2016 - 02.2017
- Consistently recognized as top sales specialist for exceeding monthly purchase goals.
- Provided exceptional customer service by demonstrating professionalism and extensive product knowledge
- Effectively communicated monthly plan options and provided tailored recommendations to meet client needs.
- Participated in various company trainings to stay up to date with new technology.
- Performed various troubleshooting tasks for customer devices.
- Sold over $5000 in technology products from the best companies in the world.
Education
Post-Graduate Certificate - Information Systems Security
Georgian Brown
Toronto, ON08.2024
Bachelor - Information and Communication Technology
Tirana University
Tirana, Albania01.2018
Workshop Certificate - MIXED REALITY : Extended Vision
EESTEC
Istanbul, Turkey12.2017
Workshop certificate - APP WAR : Java Awakening
EESTEC
Thessaloniki, Greece04.2017
Skills
- Communication
- Product knowledge
- Sales strategy
- Approachability
- Exceptional organizational skills
- Technological proficiency
- Time management
- Ability to work in a team
- High attention to detail
- Trustworthiness
- Product training
- Market research
- Team leadership
Volunteer Experience
- Student Ambassador, 05/01/17, 12/01/18, Deloitte, Tirana, Albania
- Project Coordinator, 05/01/15, 06/01/18, Electrical Engineering Students European Association, Tirana, Albania
- Usher, 10/01/16, 10/01/16, TEDx, Tirana, Albania
- CIBC Run for Cure 2022-2023
Accomplishments
- Everyday Hero Award ( CIBC)
Certification
- Business Analytics
- Ansible automation
- COBIT 2019
- Advanced Sales Techniques and Persuasion Training - Udemy
Languages
Albanian
Native/ Bilingual
English
Professional
Spanish
Limited
Timeline
Consultant, Governance and Controls
CIBC
09.2022 - Current
Technical Analyst, Infrastructure Management
CIBC
04.2019 - 07.2022
Technology Advisor
Neptun
03.2017 - 05.2018
Sales Specialist
Vodafone
08.2016 - 02.2017
Post-Graduate Certificate - Information Systems Security
Georgian Brown
Bachelor - Information and Communication Technology
Tirana University
Workshop Certificate - MIXED REALITY : Extended Vision
EESTEC
Workshop certificate - APP WAR : Java Awakening
EESTEC
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