Sandy Nolette Email & Phone Number

Calgary, Alberta, Canada

Contract ended. Looking for a new opportunity.• Responsible for internal IT communications for Enterprise IT departments and strategic initiatives using a variety of modalities – MS Teams channels, email, SharePoint site announcements, PowerPoint presentations.• Promoting continuous service improvement through management of the Communications Playbook (Communication framework, processes, templates, and procedures).• Administrated the creation of the monthly department Outcomes and Risks Report; responsible for obtaining metrics for Vulnerability slides and inputting into chart form.• Created and posted content including SharePoint intranet content, announcements, executive presentations, and specific communications initiatives (Diversity, Equity & Inclusion).• Coordinated department SharePoint upgrade project, involving site access audits, developing new design, document library structure draft, and gathering of key stakeholder requirements.• Developed relationships and worked directly with internal clients to ensure message consistency to support their initiatives with various communication tactics.

Calgary, Alberta, Canada

• Responsible for assisting Sector Change Management Director with creation of new processes and procedures framework. Met with Stakeholders to determine Change Process and support migration of each ministry process to Sector model, confirming standardization and consistency; monitored effectiveness for areas of continual improvement.• Participated in ServiceNow Discovery and UAT testing for Change Management module during ServiceNow migration to Government of Alberta; involved with committee to determine Risk Evaluation matrix.• Trained all stakeholders (end-users, Service Owners and Service Approvers) during project roll-out of ServiceNow Change module. Created Quick sheets, online training presentations and live video training. Motivated users and vendors to begin using ServiceNow Platform, and successfully led all participants in adopting the change with little resistance. • Created, updated and maintained RightAnswers Knowledge Base Articles.• Examined RFCs (Request for Change) in Remedy, TFS, and ServiceNow, confirming tickets were accurate, that the dates were applicable, correct change type was selected (Normal, Standard, Emergency) and correct approvals obtained. Updated with notes from CAB meetings. Reviewed completed RFCs for implementation closures and ensured all areas completed correctly.• Conducted both Sector and Enterprise IT CAB meetings to review upcoming IT changes, invited all stakeholders, Technical & Security CAB members and applicable vendors to CAB; created minutes and circulated to CAB members and stakeholders.• Assisted with Communication Framework documentation and communicated changes using applicable templates and distribution lists. Change Communications consisted of Emergency and Planned Outages, Incidents, and Informational templates to disperse accordingly.• Adhered to established KPI’s and service level agreements and remediated any processes which ran outside of standards.

Calgary, Canada Area

• Responsible for process improvements and project coordination. • Provide advice for system processes and documentation of procedures. • Search for new ways to improve efficiency and reduce IT costs.• Develop and implement strategies and processes to enable the implementation of organizational changes.

Calgary, Alberta

• Responsible for technical process improvements and project coordination.• Created process and instructional documentation for IT Teams and customers.• Researched new technologies and processes to improve efficiency and reduce IT costs, i.e., collected consumption reports to determine gaps and redundancies.• Interacted with users, GOA Service Desk and various support teams to resolve conflicts/issues arising from the delivery of support services.• Coordinated workstation hardware and software procurement, workstation asset control and inventory management, problem escalation and monitoring, and performance reporting of Service Desk and Worksite Support providers.• Supported executive boardroom video conferencing equipment and virtual meetings.• Trained end-users on department applications, VPN connections, and printing.

Peace River, Alberta, Canada

-• Received Outstanding Service Award from the Premier of Alberta for my team’s outstanding role in the Fort McMurray 2016 Wildfire Disaster Recovery.• Built and trained a new desktop support team to provide IT support services to Government end-users in Northern Alberta (team consisted of 8 remote computer analysts). This was a net new team for which I had to train from the ground up, introducing them to their territory, and provide mentorship and support. • Created new technical processes & procedures documentation which was used by all desktop support teams across Alberta; technical documentation uploaded to Team SharePoint repository for analysts to access while supporting end-users, configuring computers and printers, recycling of equipment, etc.• Interviewed prospective employees, observed employee attendance, and approved time-offs, as required, performed quarterly performance reviews, and created performance improvement plans, when necessary.• Tracked performance KPI’s and provided user feedback to each analyst; provided guidance on process improvement when needed.• Responsible for software installations, configuration, and troubleshooting; trained users on new software applications.• Created change requests and incident tickets in the Remedy call tracking system; monitored tickets and ensured SLAs were met.

Peace River, Alberta

- Repaired workstation hardware and software problems.- Created instructional documentation and train users on various applications.- Researched products and provide hardware and software recommendations.- Logged backups and troubleshoot backup issues.- Administrated Active Directory accounts and policies.- Assisted with division website and upload issues.- Provided assistance with video conferencing equipment.

Delivered technical support services to local customers and businesses, i.e., virus removal, computer set-ups, printer problems, software training, wireless networking.Provided area contract work for Getronics and Dell hardware repairs, replacements, and troubleshooting.

Calgary, Alberta

- Provided deskside support (Baker Hughes, Direct Energy).- Received and configured new computers according to customer specifications.- Quickly and effectively solved customer support challenges.- Maintained quality control through Tivoli and Remedy updates and call-backs.

Calgary, Alberta

- Administrated new user accounts through Active Directory Windows 2000.- Installed and configured software (Citrix Client, Project Wise, Bentley, as well as upgrades and profile changes).- Evaluated and resolved customer requests.- Coordinated system changes with appropriate staff to minimize disruption.- Used hardware and software tools to isolate, troubleshoot and provide solutions to specific client issues.- Assisted remote users with VPN and dial-up connections.

Calgary, Alberta

- Administered new user accounts in Active Directory on Windows 2000 Server and User Manager for Domains on NT Server. - Managed user and group level security.- Desktop application troubleshooting ­ MS Office, Rise Health Suite, Access databases, Simply Accounting, Internet Explorer, Terminal Services. - Supported three corporate locations in Calgary.- Responsible for security administration and organized implementation of system and infrastructure upgrades and new releases for software applications.- Created and implemented IT policies and procedures.- User Training ­ Microsoft Office products, Computer Usage and Internet Policies.

Calary, Alberta

- Network troubleshooting, Microsoft Office 97 products, Lotus Notes email/databases, Palm Pilot installs and syncs, software installs, desk side troubleshooting, printer setup/repair.- Inventory control and leasing administration; desktop/laptop configuration and installs (IBM desktops, Toshiba laptops).- Help Desk - LAN/Outlook password resets, VPN connections/dial-up connections, Outlook 2000, Microsoft Office 97 products, AS/400 sessions, WTS/Thin Client, Remedy- New user training, instruction documentation, software applications training and Video Conferencing equipment.- Hardware/software troubleshooting support - dial-up problems, HP printer set up and repair.- Image installs - Compaq desktops and HP Omni Book/Compaq Armada laptops.- Inventory control of all PC related equipment; assist with office moves and migrations.- Patched new ports to switches and tested network connections. Installed Cisco 3600 routers.

Information Technology Specialist, Information Technology

High School