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.

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.
• 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.
• 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.
• 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.

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.

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.
• 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.
• 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.

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.

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.

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..

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.

Information Technology Specialist, Information Technology

High School