Sarah Chunick
Thunder Bay,Canada
Summary
Over 18 years of IT experience, including five years as a Service Desk Analyst for the City of Thunder Bay’s CIT department. Expertise in technical support and corporate IT frameworks. Proven track record of enhancing service delivery and operational efficiency through effective problem-solving. Committed to continuous professional development and organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
City of Thunder Bay
Thunder Bay
01.2019 - Current
- As a Service Desk Analyst for the City of Thunder Bay, it’s my duty to be the first point of communication for staff and clients. Communication and technical skills are key to my position. I need to listen, understand and apply my knowledge of the situation, no matter what it is, at any given moment. I need to also understand our corporate structure and communicate well within the Corporate Information Technology department to insure quick and effective resolution in the event it’s a request/issue that I can’t resolve/fulfill. Managing the phone que as well as the help desk inbox are always a large part of my daily responsibilities, however there is always the need to update/create Service Desk documentation and be ready to cover any task assigned with attention to detail and methodology. Continuous learning and familiarization of software, hardware, networking and protocols is a must.
Technical Support Agent
Tbaytel
Thunder Bay
01.2016 - 01.2019
- Provide over-the-phone support for all Tbaytel services including: internet, digital TV, landline phones, mobile phones, security, email, and more. Continuous learning and education is applied daily as there is a constant demand for newer technology and devices/equipment. We have over 50 different systems we use with both residential and business.
I.T Specialist (On Call)
ATC Canada
Thunder Bay
01.2014 - 01.2017
- During my time at ATC Canada, I was the primary contact for Thunder Bay. ATC Canada is a company based out of Western Canada that would hire for contract work all over Canada. Some examples of contracts I completed with ATC Canada were migrating PC’s from Windows XP to 7 for The Marriot, Upgrading the self-checkout machines at Home Depot and assisting with physical network setup at Mountain Warehouse.
I.T Specialist
Mckevitt Trucking
Thunder Bay
01.2016 - 01.2016
- Part of a 2-person team in charge of I.T for all 4 locations across Ontario. Experience working in Active Directory, multiple servers as well as satellite configurations for all 500+ trucks. Multitasking and prioritization was a major part of position as I was expected to take care of employee issues and requests (for example printer issues and software issues) while also maintaining network functionality and tackling last minute projects and tasks that were assigned.
I.T Specialist (Contract)
Bombardier
Thunder Bay
01.2015 - 01.2015
- Part of a 3-person team whose main objective was migrating and upgrading 100+ computers for office workers. Contract work involving backing up data, W.E.T backups, imaging, restores and transferring of employee profiles/documents from Windows XP to 7. Subsequently there was a lot of work to be done to ensure compatibility with existing software/hardware with the new OS.
Computer Technician
Mentor Computers
Thunder Bay
01.2014 - 01.2015
- 1 year apprenticeship as a computer repair technician. My main duties for this position included pc repair (desktop and laptops), hand held device repair (cellular phones and tablets). Repairs would include anything virus removal to hardware and software repair. OS migration, building custom PC’s and refurbishing PC’s and laptops were also responsibilities of mine. Miscellaneous repair on hardware such as printers, scanners and photocopiers also.
Bilingual Technical Support Agent
Distributel
Thunder Bay
01.2010 - 01.2012
- Provided inbound technical support for Distributel customers. Trained in email support, internet connectivity and digital phone installations and repair.
Technical Support Agent
Teleperformance
Thunder Bay
01.2007 - 01.2009
- Provided inbound technical support for Verizon Business customers for DSL and copper internet service. Trained in email support, WiFi, DSL and copper. Windows XP and Vista.
Education
Cysa+ Cybersecurity Analyst -
George Brown College
06-2025
Microsoft 365 Fundamentals -
Acquired through employment
01.2022
Apple Certification -
Acquired through employment
01.2012
Health Records Management -
Confederation College
01.2009
Introduction to Microcomputers and Microcomputer Applications -
Confederation College
01.2008
Skills
- Communication and problem solving
- Remote technical support
- Ticketing systems
- Cybersecurity analysis
- Multitasking abilities
- Computer hardware and software expertise
- Time management and deadline adherence
- Tier 1 support handling
- Server management skills
- CYSA certification
- Networking knowledge and experience
- Adaptability to policies and procedures
- Microsoft OS troubleshooting and support
- Active Directory user management
- Training material development
- Data recovery
- Account management
- Mobile device management
- Collaborative team player
- Network configuration
Certification
- CompTIA Cybersecurity Analyst (Cysa+) 2025
- Microsoft 365 Fundamentals 2022
Timeline
Service Desk Analyst
City of Thunder Bay
01.2019 - Current
Technical Support Agent
Tbaytel
01.2016 - 01.2019
I.T Specialist
Mckevitt Trucking
01.2016 - 01.2016
I.T Specialist (Contract)
Bombardier
01.2015 - 01.2015
I.T Specialist (On Call)
ATC Canada
01.2014 - 01.2017
Computer Technician
Mentor Computers
01.2014 - 01.2015
Bilingual Technical Support Agent
Distributel
01.2010 - 01.2012
Technical Support Agent
Teleperformance
01.2007 - 01.2009
Cysa+ Cybersecurity Analyst -
George Brown College
Microsoft 365 Fundamentals -
Acquired through employment
Apple Certification -
Acquired through employment
Health Records Management -
Confederation College
Introduction to Microcomputers and Microcomputer Applications -
Confederation College
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