Antonia McKinnon
Saskatoon,SK
Summary
Dynamic Knowledge Management Specialist with a proven track record at Deloitte, enhancing information accessibility and user engagement. Skilled in documentation creation and training facilitation, I leverage strong analytical skills to implement innovative knowledge-sharing strategies, ensuring data accuracy and relevance across platforms. Committed to fostering collaboration and continuous improvement in organizational knowledge transfer. I pioneered knowledge management, curation, and presentation across not only Deloitte Canada but Deloitte Global including improving accessibility for all our staff and the creation of know videos to deflect tickets.
Overview
26
26
years of professional experience
1
1
Microsoft Certified Professional
1
1
Computer Network Systems Certificate
Work History
Knowledge Management Specialist
Deloitte.
10.2023 - Current
- Developed and maintained knowledge bases in excess of 1700 articles.
- Developed and implemented knowledge management strategies to enhance information accessibility across the firm.
- Facilitated training sessions on knowledge-sharing tools and best practices for staff collaboration.
- Conducted regular audits of knowledge repositories to ensure data accuracy and relevance.
- Created user-friendly guides and resources for effective utilization of internal databases and systems.
IT Technical Support Specialist
Deloitte.
11.2012 - 10.2023
- Closed 250 tickets each month along with setting up 4-10 meetings per month.
- Provided technical support for software applications, ensuring seamless user experiences and quick issue resolution.
- Diagnosed hardware and software issues, implementing effective solutions to minimize downtime and enhance productivity.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Conducted training sessions for end-users on new technologies, enhancing overall user competency and satisfaction.
- Managed ticketing system to prioritize requests, ensuring timely responses and efficient workload distribution among team members.
Data Entry Clerk
Deloitte.
08.2012 - 11.2012
- Maintained high standards of data integrity by conducting regular audits and validations.
- Processed large volumes of data with high accuracy and attention to detail.
IT Summer Student
Deloitte.
06.2012 - 08.2012
- Provided technical support for end-users, enhancing productivity through effective troubleshooting.
- Maintained office PCs, networks and mobile devices.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
IT Summer Student
Deloitte.
06.2011 - 08.2011
- Installed, configured, and maintained network devices to ensure optimal performance.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Installed and configured operating systems and applications.
Teaching Assistant Volunteer
University of Saskatchewan
10.2009 - 04.2011
- Assisted in developing course materials to enhance student engagement and learning outcomes.
- Graded assignments and exams, ensuring timely feedback to promote academic growth.
- Assisted professors with course preparation, ensuring timely delivery of materials and efficient use of resources.
Museum Assistant Curator
Esplanade Arts & Heritage Centre
06.2009 - 08.2009
- Provided educational support through guided tours and interactive programs for diverse audiences.
- Managed inventory of artifacts, maintaining accurate records and proper storage conditions.
- Implemented process improvements that enhanced workflow efficiency within the museum operations team.
- Ensured a welcoming atmosphere for visitors by maintaining clean gallery spaces and promptly addressing any concerns or issues that arose during visits.
Museum Program Assistant
Esplanade Arts and Heritage Centre
06.2008 - 08.2008
- Supported outreach initiatives, engaging with community partners to promote events.
- Led volunteer orientations, providing guidance and support to enhance engagement efforts.
- Managed both digital and physical filing systems and retrieved documents as required.
Customer Service Representative
Tim Hortons
11.2006 - 06.2008
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed cash transactions accurately while ensuring compliance with company policies.
- Trained new staff on operational procedures and customer engagement techniques.
- Improved customer satisfaction scores through effective problem-solving strategies.
Computer Repair Technician
SC Computers
10.2005 - 11.2006
- Diagnosed hardware and software issues to restore full functionality of client systems.
- Performed system upgrades, ensuring compatibility and optimal performance across various platforms.
- Collaborated with team members to streamline repair processes, enhancing efficiency and turnaround times.
- Mentored junior technicians on troubleshooting techniques and effective customer communication strategies.
Computer Repair Technician
CNL Computers
09.2002 - 09.2005
- Established strong relationships with customers, providing timely updates and guidance throughout repair processes.
- Disassembled computers to perform diagnostics and check for repair needs.
- Enhanced customer satisfaction by providing timely and efficient computer repair services.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Built long-term relationships with clients by offering exceptional customer service and follow-up assistance when needed.
Food Sales Associate
A&W® Restaurants
04.2002 - 09.2002
- Implemented promotional displays to increase product visibility and sales.
- Resolved customer inquiries promptly, ensuring high satisfaction levels.
- Monitored food safety standards during storage and display of products.
Librarian
Redcliff Public Library
02.2000 - 08.2000
- Developed and implemented library programs to enhance community engagement and literacy initiatives.
- Curated diverse collections, ensuring relevance and accessibility for all patron demographics.
- Evaluated library services through user feedback, leading to improved programming and resource allocation.
- Managed digital catalog system, optimizing search functionalities for enhanced user experience.
Education
Bachelor of Arts - Archaeology
University of Saskatchewan
Saskatoon06.2012
Associate of Arts - Humanities
Medicine Hat College
Medicine Hat, AB05.2008
Skills
- Knowledge management
- Documentation creation
- Software troubleshooting
- IT asset management
- Training facilitation
- Digital catalog management
- Effective communication
- Strong analytical skills
- Innovative thinking
- Knowledge sharing
- Information accessibility
- Knowledge transfer techniques
Accomplishments
- Led projects to create and rollout onboarding tools for new technology hires
- Drove the end user knowledge utilization up more than 60% over two years resulting in ticket deflections. The most recent rate was over 8,000 deflections in October 2025.
- Created and maintained knowledge bases in ServiceNow with over 1700 articles.
- Prepared our knowledge bases and IT staff to prepare for AI serach tools such as NowAssist and AgentAssist from ServiceNow.
- Over the last six months I have created 50+ videos to support popular knowledge articles using Synthesia.
- Developed, improved, and maintained the knowledge for IT staff drastically reducing time to resolution.
- Managed ticket queues at various scopes over the years. Now it is for IT Service Management but in the past I manged tickets for Deloitte in Western Canada.
Languages
English
Bilingual or Proficient (C2)
Certification
- Microsoft Certified Professional, 2001
- Computer Network Systems Certificate, 2001
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Knowledge Management Specialist
Deloitte.
10.2023 - Current
IT Technical Support Specialist
Deloitte.
11.2012 - 10.2023
Data Entry Clerk
Deloitte.
08.2012 - 11.2012
IT Summer Student
Deloitte.
06.2012 - 08.2012
IT Summer Student
Deloitte.
06.2011 - 08.2011
Teaching Assistant Volunteer
University of Saskatchewan
10.2009 - 04.2011
Museum Assistant Curator
Esplanade Arts & Heritage Centre
06.2009 - 08.2009
Museum Program Assistant
Esplanade Arts and Heritage Centre
06.2008 - 08.2008
Customer Service Representative
Tim Hortons
11.2006 - 06.2008
Computer Repair Technician
SC Computers
10.2005 - 11.2006
Computer Repair Technician
CNL Computers
09.2002 - 09.2005
Food Sales Associate
A&W® Restaurants
04.2002 - 09.2002
Librarian
Redcliff Public Library
02.2000 - 08.2000
Bachelor of Arts - Archaeology
University of Saskatchewan
Associate of Arts - Humanities
Medicine Hat College