Retired

• Apr 2020 - Present

Retired and loving life to the fullest!

Business Analyst/Subject Matter Expert

• Oct 2017 - Apr 2020

Saskatchewan Liquor and Gaming Authority – Business Analyst/Subject Matter Expert October 2017 – October 2018 • ServiceNow Project - Attended workshops, scrums and breakout sessions • Identified process changes and worked with process owners to ensure process changes were documented and communicated. • Wrote, planned and executed UAT test cases. Plan and coordinated UAT testing. • Project communications. • Training material development and delivery. • Cutover planning… Show more Saskatchewan Liquor and Gaming Authority – Business Analyst/Subject Matter Expert October 2017 – October 2018 • ServiceNow Project - Attended workshops, scrums and breakout sessions • Identified process changes and worked with process owners to ensure process changes were documented and communicated. • Wrote, planned and executed UAT test cases. Plan and coordinated UAT testing. • Project communications. • Training material development and delivery. • Cutover planning, testing and post implementation support

Service Desk Team Lead

• Sep 2010 - Oct 2017

Responsible for management of the Service Desk team and ensuring productivity and efficiency with the team’s work to deliver high level of internal and external customer satisfaction. Specific areas of responsibility include maintaining support service levels and call statistics, staffing of the team including interviewing and hiring, on-going coaching and monitoring, and scheduling to cover afterhours and weekend/holiday coverage. Oversee day-to-day administration of the Service Desk team and… Show more Responsible for management of the Service Desk team and ensuring productivity and efficiency with the team’s work to deliver high level of internal and external customer satisfaction. Specific areas of responsibility include maintaining support service levels and call statistics, staffing of the team including interviewing and hiring, on-going coaching and monitoring, and scheduling to cover afterhours and weekend/holiday coverage. Oversee day-to-day administration of the Service Desk team and address escalations from the staff to resolve support issues. Change Coordinator responsibilities which include ensuring changes are executed according to SLGA Change Management process and standards. Oversee IT Asset Coordinator duties.

Service Desk Analyst

• Mar 1984 - Sep 2010

Clerk IV Supervisor,Computer Operator

• Nov 1979 - Mar 1984

Dietary Aide

• Jun 1977 - Nov 1979