Overview
Work History
Education
Skills
Timeline
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Toka Shetayah

Toka Shetayah

Waterloo,ON

Overview

4
4
years of professional experience

Work History

Senior Business Analyst

Sunlife
05.2023 - Current
  • Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
  • Improved project efficiency by analyzing business processes and identifying areas for improvement.
  • Analyze and document requirements, ensuring they are complete, clear, and actionable.
  • Work with IT and development teams to design and implement solutions that meet business needs.

Business Analyst

Four Seasons
11.2021 - 05.2023
  • Lead the overall process of Business Unit User Acceptance Testing including planning, test case build, and quality control
  • Manage the change request process and communications to share these with Business Unit and IT team for budget
    consideration and timely delivery.
  • Monitoring Help Desk queues and providing support, and leading queue management for multiple systems.
  • Track and document system issues, defects, troubleshooting, and updates for projects.
  • Constant interaction with Various business, Information technology, finance, and vendor user groups to plan activities,
    prioritize and resolve issues.
  • Perform Weekly data loads through Varicent and Salesforce.

Technical Support Assistant

Queen’s University
09.2020 - 11.2021
  • Collaborated with clients and experts to test and verify solutions to ensure the quality and accuracy of the services
  • Developed Apex classes and Triggers and linked them to manage the workflows.
  • Solved user’s complaints and provided technical assistance
  • Perform root cause analysis, developed checklists for typical problems, and recommend procedures and controls for problem
    prevention.
  • Trained the Faculty on applications, operational processes, and Salesforce.
  • Resolve both internal and external customer support requests utilizing remote access tools available.
  • Works with the IT team to develop new applications based on the requirements of the Faculty of Education.

Education

Bachelor of Arts - Computer Science

Trent University
Peterborough
01.2021

Skills

  • Customer Relationship Management: Salesforce, Microsoft Dynamics 365, and Nutshell
  • Incentive Compensation Management: Varicent
  • Service Management: Jira and Confluence
  • Strong in fast-based environments
  • Engaging and patient customer service abilities with experience responding to inquiries in various settings
  • Team player who can also work independently
  • Database management: Microsoft SQL Server, MySQL, Oracle SQL, Microsoft Access, and MongoDB, Microsoft Dynamics, Microsoft Power Apps, Microsoft Power BI

Timeline

Senior Business Analyst

Sunlife
05.2023 - Current

Business Analyst

Four Seasons
11.2021 - 05.2023

Technical Support Assistant

Queen’s University
09.2020 - 11.2021

Bachelor of Arts - Computer Science

Trent University

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Toka Shetayah