Summary
Overview
Work History
Education
Skills
Timeline
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Mary Khanano

Linkedin.com/in/marykhanano

Summary

Results-driven IT Analyst with 4+ years of experience supporting enterprise systems across banking and retail. Proficient in Windows/Mac environments, cloud platforms, and incident response. Known for resolving high-volume support tickets efficiently and delivering white-glove executive support. Seeking to bring expertise in systems and infrastructure to a fast-paced fintech environment.

Overview

3
3
years of professional experience

Work History

Desktop Support Analyst

Sephora
Toronto, ON
02.2024 - 12.2024
  • Provided nationwide IT support to all Sephora Canada Field Service Center employees, ensuring prompt resolution of technical issues across multiple platforms and business units
  • Collaborated with cross-functional teams—including San Francisco Desktop Support, Application Engineering, Telecom, and Network Operations—to streamline escalations and drive efficient issue resolution
  • Delivered high-touch white glove support to senior executives, maintaining optimal performance and minimal downtime for critical leadership functions
  • Administered and supported both Windows and Mac environments, leveraging tools such as JAMF, Okta, Microsoft 365, ServiceNow, PowerShell, Active Directory, Zoom, etc.
  • Diagnosed and resolved hardware, software, and network issues, ensuring minimal disruption to business operations
  • Worked with third-party vendors to manage service contracts, procure equipment, and coordinate hardware/software deployments
  • Played a key role in implementing new technologies by testing, deploying, and providing support for new hardware and software solutions
  • Managed end-to-end onboarding and offboarding processes, including user account provisioning and laptop imaging across all lines of business
  • Consistently ranked as a top performer in ticket resolution with 99% SLA adherence, earning regular praise from users for responsiveness, technical skill, and professionalism

Senior Service Resolution Analyst

CIBC
Toronto, ON
04.2022 - 11.2023
  • Provided high level expertise of extensive troubleshooting for escalations during regular/after work hours
  • Served as SME for Windows, MacOS, Office 365, ServiceNow, SCCM, VMware etc.
  • Tested, maintained and monitored computer programs and systems.
  • Created training curriculum for new hires while providing in-depth demonstrations and shadowing opportunities
  • Collaborated with infrastructure personnel and departmental managers to identify, develop and implement cost-saving technologies.

Incident Response Analyst

CIBC
Toronto, ON
09.2021 - 04.2022
  • Tackled troubleshooting and problem resolution to support internal CIBC end-user technical issues in a timely and friendly manner
  • Proficient in ServiceNow and various Windows applications within CIBC's internal network
  • Delivered users with information on troubleshooting for IT-related issues
  • Provided in-depth training for new hires through shadowing sessions
  • Assisted L2 teams to troubleshoot and resolve complicated escalations

Education

Honors Bachelor of Commerce - Business Technology Management

Seneca College of Applied Arts And Technology
Toronto, ON
04.2022

Skills

Operating Systems: Windows, macOS
Tools: ServiceNow, SCCM, JAMF, Zoom
Cloud & Identity: Office 365, Okta, Active Directory

Scripting: PowerShell
Virtualization: VMware
Soft Skills: Troubleshooting, Collaboration, Executive Support, Training & Onboarding

Timeline

Desktop Support Analyst

Sephora
02.2024 - 12.2024

Senior Service Resolution Analyst

CIBC
04.2022 - 11.2023

Incident Response Analyst

CIBC
09.2021 - 04.2022

Honors Bachelor of Commerce - Business Technology Management

Seneca College of Applied Arts And Technology

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Mary Khanano