Katie McLellan

Dedicated and customer-focused IT professional with over seven years of experience in service desk and systems support roles. Skilled in troubleshooting, ticket management, and user assistance within fast-paced environments. Known for delivering excellent customer service, identifying process improvements, and maintaining strong technical and communication skills.

Service Desk Analyst - Equitable Life of Canada - Waterloo, ON

(2017-09 - 2025-03)

• Handled all incoming service desk calls and emails, logging and tracking issues in ServiceNow.
• Provided first-line technical support and escalated complex issues appropriately.
• Ensured a high level of customer satisfaction through timely communication and resolution.
• Monitored incident trends to identify recurring problems and recommend improvements.
• Collaborated with cross-functional teams to enhance efficiency and service quality.

Systems Analyst - WBM Office Systems - Saskatoon, SK

(2016-07 - 2017-01)

• Supported 150+ clients by providing remote and phone-based troubleshooting.
• Logged service tickets and ensured timely follow-up and resolution.
• Delivered desktop and software support to end users.
• Maintained a professional and customer-focused approach under tight deadlines.

Front Desk Agent - Avis Budget Group - Saskatoon, SK

(2013-01 - 2013-07)

• Scheduled vehicles, processed payments, and ensured client satisfaction.
• Managed phone and in-person inquiries efficiently using point-of-sale systems.
• Ensured accurate handling of financial transactions and rental agreements.

Care Worker - Elmwood Residences - Saskatoon, SK

(2012-08 - 2013-01)

• Provided empathetic, person-centered care in a residential environment.
• Managed conflicts and maintained a safe, supportive home environment.

Food Counter Attendant - Costco Wholesale - Saskatoon, SK

(2011-10 - 2012-02)

• Ensured compliance with food safety standards and handled high-volume service operations.
• Delivered efficient customer service in a fast-paced environment.

College Diploma - Business Information Systems - Saskatchewan Polytechnic (2016)

College Certificate - New Media Communications - Saskatchewan Polytechnic (2014)

High School Diploma - Rosthern Junior College (2011)