Sabrina Rabia
Ottawa,ON
Summary
Results-driven IT Service Desk & Operations Leader with 9+ years of experience in technical support, IT service management, automation, and team leadership. Certified in ITIL 4 and Six Sigma Black Belt, with expertise in BMC Remedy, Zendesk automation, SaaS applications, and workflow optimization. Strong background in onboarding, system certification (Certify), stakeholder training, compliance reporting, and IT service quality. Led teams of 15+ IT engineers and collaborated with government entities, manufacturers, and supply chain partners to enhance service operations and ensure SLA compliance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Analyst Team Leader
De La Rue
01.2020 - 09.2024
- Led and managed a team of 15+ IT engineers, ensuring efficient incident management and technical support services.
- Utilized ITIL best practices for incident escalation, problem management, and change control, resulting in improved service delivery and reduced downtime.
- Conducted system testing after releases and deployment, ensuring smooth integration and minimal disruption to operations.
- Managed technical change processes, assessing risks, coordinating system updates, and overseeing successful releases.
- Conducted quality checks on ticket resolutions and performed technical audits, ensuring system optimizations.
- Implemented automation workflows using Zendesk triggers, enhancing efficiency and first-time fix rates.
- Delivered end-user training and Certify certifications for new users, manufacturers, and government partners, ensuring smooth system adoption.
- Produced detailed performance reports for senior management, offering insights and trends to improve service levels and risk mitigation.
- Managed shift schedules, ensuring 24/7 team coverage, and provided ongoing quality assurance and performance assessments.
- Provided technical support for SaaS platforms, troubleshooting and managing system configurations and integrations.
- Collaborated with government entities and manufacturers, offering performance and compliance reports, supporting strategic decision-making.
- Ensured adherence to SLA requirements, proactively identifying risks and implementing preventive measures.
IT Help Desk Analyst
De La Rue
12.2018 - 01.2020
- Served as the primary point of contact for customer interactions, ensuring prompt and accurate responses to technical issues and service requests.
- Logged and managed incidents in IT Service Management (ITSM) tools like BMC Remedy and Zendesk, conducting impact and urgency assessments while providing First-Time Fixes (FTF) where applicable.
- Proactively analyzed incident trends, implementing strategies to prevent recurring issues and improve incident management efficiency in alignment with SLA requirements.
- Managed technical change processes, assessing risks, coordinating system updates, and ensuring minimal disruption to operations.
- Monitored and ensured strict SLA compliance, optimizing response and resolution times to enhance service quality.
- Provided technical support for SaaS platforms, troubleshooting system issues, managing configurations, and ensuring seamless integration with business operations.
- Maintained clear and transparent communication by providing timely updates to stakeholders, ensuring incidents and service requests were resolved efficiently.
- Delivered comprehensive end-user training and support before, during, and after onboarding, ensuring smooth system adoption and usage.
- Ensured high-quality ticket resolution across the team, providing guidance on best practices and improving overall service management.
GTA | Operation Executive
GTA
05.2015 - 09.2016
- Communicated and collaborated with agents, hotels, and suppliers via calls and emails to ensure seamless coordination and service delivery.
- Built strong relationships with travel agents through a professional and engaging approach, driving increased bookings within the GTA system.
- Utilized Salesforce and other tools effectively to manage reservations, track transactions, and ensure compliance with company policies.
- Proactively identified and resolved booking issues, provided support for last-minute reservations, and ensured timely follow-ups on payments.
- Successfully stepped into a leadership role when assigned as Team Lead, overseeing daily, weekly, and monthly reporting while optimizing team performance.
VFS GLOBAL | Senior Customer Service Consultant
VFS Global
12.2013 - 04.2015
- Conducted comprehensive document verification and biometric data collection for visa applications, ensuring accuracy, compliance with regulations, and fraud prevention.
- Trained and mentored new employees, providing guidance on biometric procedures, identity verification protocols, and organizational standards.
- Assisted customers throughout the visa application process, including biometric enrollment, addressing inquiries, and resolving concerns to ensure a seamless experience.
- Maintained exceptional accuracy and data integrity by applying meticulous attention to detail, ensuring secure handling of sensitive biometric and personal information.
- Collaborated with cross-functional teams to enhance service efficiency, streamline workflows, and improve overall biometric and document verification processes.
Education
Higher Technician Certificate - Database Technology
National Institute of Vocational Training
Algeria Skills
- Office 365
- SharePoint
- IT Support Services
- Continuous Improvement
- Remedy
- Salesforce
- Zendesk (including Explore CX, Triggers, Automation)
- Analytical Problem-Solving
- Team Management
- Decision-Making
- Project Management
- Strategic Planning
- Training and Development
- MS Office
Certification
- Certified Lean Six Sigma Black Belt
- Zendesk Foundational Support Certification
- ITIL 4 Certification
- Zendesk Explore CX Analyst Expert
Languages
English
Full Professional
French
Full Professional
Arabic
Native or Bilingual
WORK ELIGIBILITY & AVAILABILITY
✅ Eligible to work in Canada
✅ Available for immediate hire
Timeline
Help Desk Analyst Team Leader
De La Rue
01.2020 - 09.2024
IT Help Desk Analyst
De La Rue
12.2018 - 01.2020
GTA | Operation Executive
GTA
05.2015 - 09.2016
VFS GLOBAL | Senior Customer Service Consultant
VFS Global
12.2013 - 04.2015
Higher Technician Certificate - Database Technology
National Institute of Vocational Training
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