Sandra Thomas
ISM CANADA
Regina,Canada
1
Certification
12
years of professional experience
Conscientious and methodical professional with solid work ethic, skilled at providing technical support and troubleshooting for software and hardware issues. Experienced in maintaining system functionality, performing diagnostics, and ensuring minimal downtime, while prioritizing quick resolution and accuracy in all tasks.
Work History
SUPPORT ANALYST (BUSINESS & IT OPERATIONS SUPPORT)
4 Years- Collaborated with stakeholders to gather, analyze, and document business requirements for IT service enhancements and system improvements.
- Facilitated process improvement initiatives by evaluating operational workflows and identifying opportunities for automation and increased efficiency.
- Assisted in documenting business processes, system configurations, and user requirements to support knowledge sharing and project clarity.
- Conducted data analysis on IT performance metrics to deliver actionable insights for informed decision-making.
- Supported change management activities and transition processes during IT system upgrades and new implementations.
- Utilized the ServiceNow ITSM tool to manage, track, and resolve IT service requests and incidents.
- Provided first-tier business support, offering guidance and technical assistance to end-users to address inquiries, system issues, and procedural questions.
- Analyzed and troubleshot application-related issues by collaborating with Application Managed Services and other internal resources to implement effective solutions.
- Partnered with end-users to define report specifications; generated, tested, and validated reports to ensure data accuracy and timely delivery.
- Developed training materials, conducted training sessions, and delivered ongoing system support to maximize user proficiency and system utilization.
- Proposed development options and leveraged insights and innovation to support data-driven decision-making.
- Managed 30–50 incoming calls, emails, and service requests per day, supporting end users across multiple business units.
Processed and resolved 150–200 tickets weekly, including identity management, access issues, password resets, and account provisioning.
DESKTOP SUPPORT ANALYST (IT OPERATIONS & BUSINESS SUPPORT)
3 Years 9 Months- Supported onboarding for 100+ new users annually, including account setup, device configuration, and training.
- Assisted with Active Directory tasks, including user creation, group membership updates, and access validation.
- Provided basic troubleshooting for network connectivity, VPN access, printers, and shared drives.
- Coordinated with vendors for hardware replacements, warranty claims, and procurement follow‑ups.
- Documented Standard Operating Procedures (SOPs) to improve consistency in ticket handling.
- Helped maintain knowledge base articles, ensuring up‑to‑date troubleshooting steps for common issues.
- Participated in weekly team meetings, contributing updates on ticket trends and user feedback.
- Supported change management activities, communicating scheduled outages and updates to end users.
CUSTOMER SERVICE REPRESENTATIVE
4 Months- Delivered front-line customer service for financial transactions and inquiries.
- Handled cash, resolved client concerns, and explained services with professionalism and care.
- Handled user account lifecycle management for Cash for You, including account creation, password resets, reactivation, and offboarding requests, in line with organizational security policies.
- Ensured timely response to identity-related service and incident requests to maintain compliance with SLAs.
- Supported internal audit and compliance efforts by maintaining accurate access records and adhering to established identity governance protocols.
- Handle 80–120 IT tickets per week, including incident triage, assignment, and resolution, ensuring 95% SLA compliance.
.
ANALYST
2 Years 1 Month- Perform Operating System Deployment (OSD) for 15–25 end‑user devices per month, including imaging, configuration, and post‑deployment validation.
- Manage 80–120 incoming incidents per week, including intake, triage, assignment, and resolution, maintaining 95% SLA compliance.
- Provide SharePoint support for 40+ users weekly, resolving permissions, access issues, navigation problems, and basic content troubleshooting.
- Conduct entry‑level security analysis for 50–70 access requests monthly, ensuring compliance with SLGA security and identity policies.
- Maintain asset management records for 1,000+ devices, updating inventory, tracking lifecycle, and ensuring accurate CMDB documentation.
- Support invoice processing, verifying, coding, submitting, and tracking 20–30 invoices per month for approval.
- Manage phone deployment for 10–15 new users monthly, including setup, configuration, onboarding, troubleshooting, and lifecycle updates.
- Process phone ordering and approvals, coordinating 5–10 procurement requests weekly with managers and vendors.
- Execute 100+ approval workflows monthly for device requests, access changes, licensing, and escalations.
- Escalate complex technical issues to specialized teams (network, security, server, telecom) with complete documentation and manager-approved requests.
- Handle Microsoft licensing, assigning and validating 50–80 licenses per month, ensuring proper approvals and compliance.
- Manage Snag it licensing, including 10–20 license purchases monthly, approvals, e Requester submissions, and invoice processing.
- Create and submit 30–40 e Requester forms per month for hardware, software, licensing, and procurement activities.
- Deliver customer-focused support via phone, email, and ticketing system, assisting 40–60 users daily with high-quality service.
Education
CERTIFICATE - BUSINESS ANALYTICS IN BUSINESS ANALYST PROGRAM
PG DIPLOMA - QUALITY MANAGEMENT ENGINEERING
BACHELOR OF ENGINEERING - ELECTRONICS & COMMUNICATION
Skills
Business Process Analysis & Improvement
Requirements Gathering & Documentation
Stakeholder Communication & Facilitation
Data Analysis & Reporting
IT Service Management & Process Optimization
Agile & Waterfall Methodologies
Cloud & IT Infrastructure (Azure
Office 365)
ServiceNow & IT Support Tools
Inventory Management and Asset tracking
Certification
- ITIL Certified - Understanding of IT Service Management best practices.
- IBM IT Support Certified - Strong knowledge of IT infrastructure and business operations.
- Software QA Testing & Test Automation - Understanding of testing methodologies for business solutions.
- Google IT Support Professional Certificate - Hands-on experience with troubleshooting and support.
WEBSITE, PORTFOLIO AND PROFILES
https://www.linkedin.com/in/sandra-thomas-72ab3480
Timeline
SUPPORT ANALYST (BUSINESS & IT OPERATIONS SUPPORT)
ISM CANADA
10.2021 - 10.2025Read More
DESKTOP SUPPORT ANALYST (IT OPERATIONS & BUSINESS SUPPORT)
BRIDGE WIRELESS INC
01.2018 - 10.2021Read More
CUSTOMER SERVICE REPRESENTATIVE
CASH FOR YOU
06.2017 - 10.2017Read More
ANALYST
Muthoot Fincorp
10.2013 - 11.2015Read More
UNIVERSITY OF REGINA
CERTIFICATE from BUSINESS ANALYTICS IN BUSINESS ANALYST PROGRAM
Read More
LAMBTON COLLEGE
PG DIPLOMA from QUALITY MANAGEMENT ENGINEERING
Read More
ANNA UNIVERSITY
BACHELOR OF ENGINEERING from ELECTRONICS & COMMUNICATION
Read More