Harshita Gulati
Elmvale
Summary
Experienced IT Support and Services Analyst with a strong background in administrative coordination, technical operations, and project support. Known for managing complex calendars, streamlining IT asset tracking, and maintaining documentation that supports operational continuity. Skilled in supporting project managers through task tracking, board creation, and status reporting to ensure deadlines are met. Actively involved in project execution by coordinating meetings, following up on deliverables, and ensuring alignment with project timelines. Adept at handling IT service requests, onboarding processes, and cross-functional collaboration with a focus on efficiency, accuracy, and service excellence.management.
Overview
8
8
years of professional experience
Work History
IT Support & Services Analyst
Resource Productivity & Recovery Authority
09.2024 - Current
- Provide comprehensive administrative and technical support to the Chief Information Officer, including calendar management, meeting coordination, and travel bookings.
- Support day-to-day administrative operations, including managing correspondence, organizing digital files, preparing internal communications, and assisting with expense reporting and procurement documentation.
- Manage the organization’s IT inventory lifecycle, including procurement, tracking, maintenance, and decommissioning of hardware and software assets.
- Create and maintain project boards (e.g., in Jira) to support project visibility and task tracking.
- Update project status reports and ensure timelines are adhered to by proactively following up on outstanding tasks and deliverables.
- Coordinate and schedule project meetings, prepare agendas, and document action items to support project managers and cross-functional teams.
- Monitor IT ticketing systems to ensure timely resolution of issues and adherence to service level agreements (SLAs).
- Maintain and update IT documentation, including policies, procedures, and training materials.
- Facilitate onboarding and offboarding processes by provisioning and recovering IT equipment and access credentials.
IT Admin Support To Chief Information Officer
Resource Productivity and Recovery Authority
07.2022 - 09.2024
- Provided comprehensive administrative and logistical support to the CIO and the I&IT team, including calendar management, meeting coordination, and room bookings.
- Managed IT ticketing systems, tracked issue resolution, and ensured compliance with service level agreements (SLAs).
- Created, maintained, and distributed IT documentation, including policies, procedures, and training materials to support knowledge sharing and compliance.
- Oversaw IT asset management, including procurement, inventory tracking, updates, decommissioning, and reporting using Jira inventory modules.
- Led onboarding and offboarding processes by coordinating timely provisioning and return of IT equipment and access credentials.
- Supported business continuity planning by updating documentation, coordinating test activities, and facilitating BCP exercises with IT leadership.
- Coordinated stakeholder and project team meetings, including drafting agendas, sending invites, and documenting action items.
Corporate Client Services Associate
BMO Financial Group
07.2021 - 07.2022
- Assisted corporate clients and their designated administrators with credit card program setup, including hierarchy configuration, documentation, and fulfillment of card requests.
- Processed a wide range of customer service requests, generating service tickets to complete both financial and non-financial transactions accurately and efficiently.
- Delivered proactive support by investigating and resolving customer concerns during inbound calls, utilizing internal systems to identify root causes and provide timely solutions.
- Managed credit limit increase requests, ensuring proper documentation and processing upon approval by Commercial Account Managers.
- Completed post-call documentation to ensure accurate and compliant handling of customer requests and service records.
- Provided strategic advice on personal banking and credit card solutions tailored to client needs and financial goals.
- Actively listened to customers, resolved concerns promptly, and escalated complex issues to supervisors when necessary to ensure high service standards.
Administrative Assistant/Accounts Payable
O.B.N. Security & investigative Consultants
05.2018 - 07.2021
- Maintain organized records of invoices, reports, receipts, and cheques.
- Process employee expenses using accounting software.
- Apply credit memos to update outstanding balances.
- Adjust staff schedules and coordinate meetings.
- Order office supplies and equipment.
- Send invoices and track receipts.
- Arrange travel and reservations.
- Draft and edit business documents.
- Support senior leaders with communications and document preparation.
Client Services Associate/Debt Collector
Gatestone & Co.
05.2017 - 04.2018
- Assisted customers with tailored financial solutions, enhancing satisfaction and retention.
- Managed multiple delinquent accounts, improving recovery rates and reducing outstanding debts.
- Negotiated payment plans, achieving consistent repayment agreements and minimizing defaults.
- Maintained strict adherence to schedules and attendance, ensuring operational efficiency.
- Fostered a respectful environment for customers and colleagues, promoting positive interactions.
Education
Bachelor's degree - Economics
Algoma University
05.2017
Bachelor's degree - Economics - Entrepreneurship and Small Business
Delhi University
07.2015
Skills
- Microsoft office
- IT Ticketing & SLA Monitoring
- Calendar & Meeting Coordination
- Business Continuity Planning
- Detail-oriented
- Project coordination
- Status Reporting & Timeline Monitoring
- Time Management & Prioritization
- IT Asset Management (Jira, inventory lifecycle)
- Onboarding & Offboarding Support
- Travel Arrangements & Booking
- Expense Report Processing
Certification
Foundations of Project Management
University of Toronto School of Continuing Studies
Languages
English
Hindi
Timeline
IT Support & Services Analyst
Resource Productivity & Recovery Authority
09.2024 - Current
IT Admin Support To Chief Information Officer
Resource Productivity and Recovery Authority
07.2022 - 09.2024
Corporate Client Services Associate
BMO Financial Group
07.2021 - 07.2022
Administrative Assistant/Accounts Payable
O.B.N. Security & investigative Consultants
05.2018 - 07.2021
Client Services Associate/Debt Collector
Gatestone & Co.
05.2017 - 04.2018
Bachelor's degree - Economics - Entrepreneurship and Small Business
Delhi University
Bachelor's degree - Economics
Algoma University
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