Saifina Mansiya
Guelph
Summary
Experienced professional with a diverse background in information security, technical support (helpdesk), software testing and training, business analysis, and customer service. Proven track record of delivering high-quality projects by thoroughly analyzing business requirements and maintaining a strong focus on customer satisfaction. Skilled in collaborating within a team-based culture and adaptable to changing team environments. Demonstrated ability to effectively resolve issues, handle complaints, and escalate matters to appropriate authorities. Strong communication, documentation, and project implementation skills, combined with the ability to excel as a team player while managing multiple responsibilities and competing priorities. Proficient in providing ongoing operational support and comprehensive documentation.
Overview
15
15
years of professional experience
Work History
Information Security Specialist, IAM Onboarding
Scotiabank
12.2021 - Current
- Provide input for status reports for executives and major stakeholders
- Provide feedback on detailed, risk-based evaluations of the design and operating effectiveness of Information Technology (IT) controls relevant to the IAM onboarding team
- Developed strategies tailored to scope requirements.
- Participate in new initiatives, creating/updating documentation as required
- Work with IT application owners to learn and gather requirements and determine best options for onboarding
- Work with applications owners to put together file feeds or direct connectors and Access Control Matrix or documentation to ensure that the proper logical access controls are implemented to meet the CISO directive standards
- Participate in the process to investigate, escalate, and track control deficiencies, review action items and security breaches to bring items to closure
- Package artifacts for audit and participate in auditor examinations and walkthroughs of internal control design and operating effectiveness of GIAM owned processes
- Assist the management to implement challenging goals and monitors the progress of mid-and long-term initiatives
Senior Business Analyst – GIAM – BA, Reporting and Analytics
Scotiabank
08.2019 - 11.2021
- Identify any potential issues, based on data and trend analysis, and raise any persistent, recurring issues for the Continuous Service Improvement team in ILM
- Define key performance indicators (KPIs) to track operational trends and facilitate regular monitoring by the Identity Lifecycle Management operational teams
- Assist with ongoing issues with day-to-day operations by responding to Incident engagements, audit requirements and process documentation and ensure all requests within the ticketing system are acted on accordingly
- Conducted gap analysis to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional
- Define and develop, with guidance, detailed business requirements while identifying, tracking and resolving business systems issues
- Applies business analysis knowledge in all related interactions with IAM Onboarding Team and the various Applications Team as needed (Planning and Monitoring; Elicitation and Collaboration; Requirements Life Cycle Management; Strategy Analysis; Requirement Analysis; Solution Evaluation)
Information Security Analyst
Scotiabank
05.2018 - 08.2019
- Enabled seamless remote work capabilities by configuring and maintaining VPN access along with Multi factor authentication (MFA) Tokens for employee
- Implemented multi-factor authentication measures, strengthening overall network defenses against unauthorized access attempts
- Setting up secure Virtual Private Network (VPN) with either hard or soft token access for all employees, contingent workers enabling remote work capabilities,
- Developed and maintained detailed documentation on VPN MFA, facilitating knowledge transfer and ensuring consistency in procedures
- Streamlined user support processes to ensure efficient problem resolution and minimize business disruption.
- Administered ticket management for token requests in ServiceNow.
Technical Support Analyst
SaskTel
01.2016 - 01.2018
- Responded to ticketing system for SaskTel users using various hardware, software, repair tools, and techniques.
- Implemented workarounds, fixes, and resolutions for persistent problems.
- Understanding of Active Directory, manage user accounts and permissions, setup email accounts, network shared folders and security for networks being installed
- Delivered exceptional support for customers and internal users on various devices including smartphones, desktops, and laptops.
- Facilitated system installations and configurations following standard protocols.
- Develop, implement, document and participate in the preparation of knowledge base articles (Knowledge Center) for technical reference
- Analyzed and tested data applications to resolve customer complaints.
- Searched for drivers, FAQs, and other helpful materials on the web to facilitate problem resolution.
Customer Sales Associate
TJX Canada Winners Merchants (Marshalls)
07.2014 - 02.2016
- Interacted with clientele to highlight various products and ongoing promotions.
- Handled numerous customer inquiries efficiently amid a dynamic atmosphere.
- Provided efficient and attentive service to ensure positive client relations.
- Interacting and communicating with customers, vendors
- Returning merchandise to shelves and accepting returns and exchanges
- Making sure that merchandise is properly labeled and priced
- Restock products with items from storage facilities.
QA Analyst
Tata Consultancy Services (TCS)
07.2010 - 02.2013
- Project #1: Client On-Boarding and Project #2: eBAM (Electronic Bank Account Management) Client: Citibank North America
- Transformed requirements into actionable testing methodologies within SDLC.
- Developed comprehensive business scenarios.
- Reporting and Managing Defects through HP Quality Centre tool
- Assists with gathering and documentation of business requirements for projects, assignments and processes
- Facilitated effective communication between developers and testers, fostering collaboration in resolving issues quickly
- Coordinate the UAT phase of a project by assisting the business with preparing test plans and coordinating activities during UAT
- Gather and document business requirements and assess project constraints, assumptions and dependencies
- Identify impact and options to mitigate risk and collaborate with end-users, developers and analysts to identify and resolve issues in a timely manner
Education
Certification in Health Studies -
University of Regina
01.2014
Bachelor of Science - Information Technology
University of Mumbai
01.2010
Skills
- Information Security
- Technical support
- Software Testing Techniques
- Training
- Business Analyst
- Customer Service
- Project Implementation
- Communication
- Documentation
- Operational Support
Timeline
Information Security Specialist, IAM Onboarding
Scotiabank
12.2021 - Current
Senior Business Analyst – GIAM – BA, Reporting and Analytics
Scotiabank
08.2019 - 11.2021
Information Security Analyst
Scotiabank
05.2018 - 08.2019
Technical Support Analyst
SaskTel
01.2016 - 01.2018
Customer Sales Associate
TJX Canada Winners Merchants (Marshalls)
07.2014 - 02.2016
QA Analyst
Tata Consultancy Services (TCS)
07.2010 - 02.2013
Certification in Health Studies -
University of Regina
Bachelor of Science - Information Technology
University of Mumbai
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