Sylvie Tremblay
Ottawa,Ontario
Summary
Results-driven IT System Analyst with 13 years of experience improving operations for organizations through innovative information systems solutions. Skilled in problem-solving, analytical thinking, and judgment, with a proven track record of translating business goals into effective system designs that drive growth and efficiency. A dynamic and adaptable professional, constantly seeking out new technologies to enhance existing systems and introduce innovative solutions. Committed to optimizing system performance by focusing on reducing operational costs and streamlining workflows. Expertise in software installations, testing, and troubleshooting ensures smooth system transitions and minimal downtime. Additionally, the ability to simplify complex technical concepts enables effective communication with users of all levels of technical proficiency. Fluent in both languages, a reliable team player who excels both independently and as part of a collaborative team.
Overview
15
15
years of professional experience
Work History
Lead IT System Analyst
Canada Revenue Agency
02.2013 - Current
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Analyzed existing systems and recommended enhancements to solve business needs
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assessed business requirements to create focused solutions.
- Provided costing and impacting estimates to clients.
- Enhanced interfaces to promote better functionality for users.
- Improved systems with addition of new features and infrastructure.
IT Service Desk Analyst
Canada Revenue Agency
08.2011 - 02.2013
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
IT Service Desk Analyst
Industry Canada
06.2009 - 08.2011
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
- Diagnosed software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched product and issue resolution tactics to address customer concerns.
Education
Computer Programmer (Co-op, Diploma) -
La Cité Collégiale
Ottawa, ONITIL Certified
01.2007
Skills
- Capacity Planning
- System performance
- Incident Management
- Customer Support
- Software Development
- Project Management
- Agile Methodology
- Project Documentation
- Technical Analysis
- Business Process Analysis
- Requirements Gathering
- Technical Writing
Languages
French
Native or Bilingual
English
Native or Bilingual
Clearance
Secret Clearance
Timeline
Lead IT System Analyst
Canada Revenue Agency
02.2013 - Current
IT Service Desk Analyst
Canada Revenue Agency
08.2011 - 02.2013
IT Service Desk Analyst
Industry Canada
06.2009 - 08.2011
Computer Programmer (Co-op, Diploma) -
La Cité Collégiale
ITIL Certified
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