Sharon Maheden

As a highly adaptable Strategic Transformation Analyst with over 15 years of experience, I specialize in IT Project Management and Process Automation to drive business efficiency and innovation. My expertise includes troubleshooting complex issues, optimizing system performance, and delivering exceptional customer service. My core strengths are: • Process Automation & Optimization: Leveraging a passion for process automation and data analysis to design and implement streamlined processes that drive significant efficiency gains and cost reductions. • Technical Solutions & Requirements Translation: Translating complex business requirements into effective technical solutions, ensuring alignment with organizational goals and enhancing project outcomes. • Stakeholder Engagement & Relationship Management: Building and maintaining strong relationships with stakeholders and technical teams, actively seeking feedback to ensure project alignment and successful delivery. • Problem-Solving & Performance Enhancement: Utilizing visual thinking and analytical skills to identify and resolve issues, improve system performance, and contribute to overall project success.

A 12-week online career program designed to help female professionals in Alberta get back to work and transform their careers through education and mentorship.

Led the development and deployment of automated solutions, streamlining processes, and enhancing user experiences across the Government of Alberta's IT systems: • Automated Solutions: Developed and deployed automated solutions for User Lifecycle Management (ULM) systems within ServiceNow, increasing user satisfaction by 60% for 30,000 users. • Efficiency Gains: Reduced defects by 80% during system upgrades through effective user acceptance testing (UAT) and comprehensive documentation. • Process Optimization: Decreased internal request approval times from 1-3 weeks to just 15 minutes by implementing automated visual workflows.

Focused on optimizing workflows and improving service satisfaction through user-centric solutions: • Data-Driven Improvements: Boosted service request satisfaction by 45% through targeted surveys and optimized ULM workflows. • Client Relationship Management: Reduced client grievances by 45% in the first year by implementing standardized service request forms, enhancing the request-handling process by 20%. • Agile Project Management: Applied Agile methodologies to reduce support tickets by 35% and drive user satisfaction.

Played a critical role in the cloud migration of thousands of users, enabling enhanced accessibility and productivity: • Cloud Migration: Saved significant storage costs by using PowerShell scripts to eliminate 1,000+ unused shared mailboxes, optimizing resource allocation. • Risk Mitigation: Minimized disruption during the pandemic by identifying and mitigating risks associated with migrating 80,000+ email resources. • Automation Implementation: Standardized user access across ministries, reducing processing times by 87% through ServiceNow automation.

Contributed to major IT initiatives, driving cost savings and improving user experiences across multiple ministries: • Cost Savings: Enabled $5 million in annual savings by managing access, standards, and migration across over 800 custom applications and five domains. • User Transition Management: Achieved a 60% decrease in user access tickets during government restructuring, while increasing customer satisfaction by 50%. • Reporting Processes: Established standardized, on-demand reporting processes using Security Explorer, PowerShell, and Excel, enhancing visibility into system security during organizational changes.

Promoted to a Support Analyst role within NAIT’s Department of Information Services, where I played a key role in ensuring the smooth operation of IT systems and services. My contributions included: • User Management & System Administration: Successfully managed the setup and configuration of over 60,000 users and 10,000 groups and group policies using Active Directory. This initiative significantly streamlined user access and enhanced system efficiency. • Customer Service Excellence: Consistently recognized for providing exemplary customer service, exceeding expectations and fostering positive user experiences. This dedication to support directly contributed to improved satisfaction and reduced downtime. • Technical Expertise: Applied advanced troubleshooting techniques and implemented solutions that minimized disruptions and optimized IT service delivery. This role honed my technical and customer service skills, laying the foundation for my future work in IT project management and process automation.

Provided initial IT support within NAIT’s Department of Information Services, managing Active Directory, configuring software, and facilitating training sessions. My contributions focused on enhancing user satisfaction and streamlining organizational operations: • Front-Line IT Support: Delivered prompt and effective solutions to a wide range of hardware, software, and network-related issues, supporting both students and staff members. • User Training & Digital Literacy: Developed and conducted training sessions for over 2,000 users on Microsoft Word 2003 and Outlook 2003. This initiative empowered staff with essential productivity tools and improved digital literacy across the organization. • System Administration: Managed Active Directory, ensuring efficient user management and secure system access, which contributed to smoother organizational operations. This role strengthened my ability to provide hands-on IT support and user training, skills that have been instrumental in my success in subsequent IT and project management roles.

Provided technical support and troubleshooting expertise for clients using PPM 2000 Inc. applications, ensuring seamless operations and user satisfaction through effective problem resolution: • Client Support & Issue Resolution: Managed 20-30 client inquiries daily, swiftly resolving issues and meticulously documenting them in the issue tracking system to maintain transparency and accountability. • Script Development: Developed over 10 custom scripts to enable clients to resolve errors independently during remote connection disruptions, showcasing my proactive problem-solving skills and commitment to enhancing client satisfaction. • Effective Communication: Facilitated clear and consistent communication with clients, ensuring they were informed and confident in using the software. This role sharpened my troubleshooting and client communication skills, which continue to be valuable in my ongoing work in IT and project management.

Contributed to the NAIT Department of Information Services through a hands-on practicum, where I was instrumental in setting up workstations, configuring systems, and providing front-line IT support: • System Setup & Configuration: Assisted in setting up over 2,000 workstations and laptops, ensuring optimal hardware and software functionality for students and staff. • Frontline IT Support: Provided prompt assistance to students and staff, addressing inquiries related to the NAIT website, login issues, password resets, and missing software, ensuring smooth daily operations. • Hardware & Software Installation: Installed and tested a wide range of hardware and software components, contributing to a well-maintained and reliable IT infrastructure. This practicum role strengthened my foundational IT skills and set the stage for my subsequent roles in technical support and IT project management.

In this multifaceted role at Lokken Career Training, I combined administrative duties with technical support to ensure smooth operations and effective communication: • Staff Training: Trained fellow staff members on spreadsheet utilization, empowering them with essential data management skills that improved overall productivity. • Design & Content Management: Designed and managed course manuals, brochures, and posters, ensuring clear and effective communication of course offerings and company messaging. • Policy & Profile Development: Developed and maintained company policies and staff profiles, contributing to organizational consistency and professional standards. • Technical Administration: Administered user accounts and desktop configurations, providing essential technical support to staff to maintain a secure and efficient IT environment. • Website Management: Managed the company website, ensuring up-to-date content and a user-friendly experience for both internal and external users. • Data Management: Conducted data backups and recoveries, safeguarding critical information and ensuring business continuity. • Attendance Tracking: Monitored and tracked attendance, ensuring accurate records and contributing to effective course management. This role allowed me to blend technical skills with administrative expertise, making significant contributions to both staff efficiency and the organization’s overall success.

Completed program in the top 3 out of 30 students

Was offered job with Academy of Learning before completion of Diploma