Overview
Work History
Education
Skills
Timeline
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Jordan Goldsney

Airdrie,AB

Overview

8
8
years of professional experience

Work History

Senior Business Analyst (2-month Contract)

Cognizant Technology Solutions
09.2025 - Current
  • Supporting migration of Windows 10 to 11 for Calgary Airport Authority.

Senior IT Service Delivery Analyst

Attabotics (Company Ceased Operations Due to Bankruptcy)
03.2025 - 06.2025
  • Oversaw and analyzed service delivery processes to identify inefficiencies and recommend improvements in line with ITIL best practices.
  • Served as the primary point of contact for incident/request escalations, resolutions, customer satisfaction issues, and interdepartmental communication around service delivery.
  • Collaborated with cross-functional teams to enhance customer satisfaction with IT support.
  • Led the ITSM upgrade project through procurement of a new vendor and implementation.
  • Built out Windows 10 to 11 migration utilizing Intune Autopatch.
  • Administered M365 environment including management of user accounts and computer endpoints.

Manager, IT Operations, Western Canada

Worley
01.2023 - 03.2023
  • Oversaw the daily operations of the IT department in Western Canada ensuring systems, services and infrastructure worked reliably and securely to provide exceptional support to customers.
  • Represented the customer voice for regional leadership, ensuring issues were addressed per customer expectations and agreed SLAs.
  • Managed priority and escalations for our 10-person managed service deskside team, comprising of individual contributors and people leaders.
  • Created actionable reports for personal team and senior leadership.
  • Supported continual improvement projects in Service Now environment, including a focus on CMDB HAM module.
  • Maintained vendor relationships for procurement and IT services.
  • Led major incident communications and processes with various stakeholders to resolve issues in a timely manner.

Tier 2, IT Support Specialist

Avenue Living
08.2022 - 01.2023
  • Functioned as the primary escalation point for Tier 1 resources.
  • Identified gaps and deficiencies in processes to create knowledge articles and training.
  • Managed all Office 365 Admin portals including: SharePoint, Endpoint Management, Exchange, Azure AD.

Sr. IT Support Specialist

BURNCO Rock Products Ltd
03.2020 - 07.2022
  • Managed daily IT service delivery and Tier 1/2 escalations.
  • Administered ServiceNow platform, including catalog, workflows, and vendor coordination.
  • Forecasted weekly operational demands, including after-hours support.
  • Served as primary IT contact for Executive Team end-user support.
  • Procured end-user and mobile equipment for Canadian operations.

Service Desk Specialist

BURNCO Rock Products Ltd
10.2019 - 03.2020
  • Delivered on-site and remote end-user technical support and response to escalations.
  • Managed software licensing.
  • Installed, configured, and completed troubleshooting for IT systems and networks.
  • Administered hybrid AD and O365 environments.
  • Reported on recommended improvements for service delivery.

IT Systems Consultant

YYC Calgary Airport • Long View Systems
05.2017 - 10.2019
  • Primary point of contact at the Service Desk and served as Deskside Support for customer IT escalations.

Education

Certificate - IT Service Management

AXELOS
05-2021

Diploma - Computer Systems

SAIT
Calgary, AB
04-2017

Skills

  • IT service delivery management
  • Leadership & team support
  • Technical troubleshooting and incident management
  • Vendor and stakeholder management
  • Business analysis for process improvement and documentation
  • M365 administration
  • ITSM platform administration
  • Computer endpoint management

Timeline

Senior Business Analyst (2-month Contract)

Cognizant Technology Solutions
09.2025 - Current

Senior IT Service Delivery Analyst

Attabotics (Company Ceased Operations Due to Bankruptcy)
03.2025 - 06.2025

Manager, IT Operations, Western Canada

Worley
01.2023 - 03.2023

Tier 2, IT Support Specialist

Avenue Living
08.2022 - 01.2023

Sr. IT Support Specialist

BURNCO Rock Products Ltd
03.2020 - 07.2022

Service Desk Specialist

BURNCO Rock Products Ltd
10.2019 - 03.2020

IT Systems Consultant

YYC Calgary Airport • Long View Systems
05.2017 - 10.2019

Certificate - IT Service Management

AXELOS

Diploma - Computer Systems

SAIT

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Jordan Goldsney