Анастасія

ANASTASIIA BONDARENKO
437-556-8970 | [open contact info](look above in the "contact info" section) | Toronto, ON
Multilingual: English • German • Russian • Ukrainian • French (A2)

PROFESSIONAL SUMMARY
IT Support & Operations professional with hands-on experience in Level 1 technical support, user account administration,
SaaS platforms, and employee onboarding/offboarding. Experienced with ServiceNow, Active Directory, Microsoft 365,
Google Workspace, Microsoft Teams, Zoom, Azure/Azure DevOps, VPN troubleshooting, MDM, and MFA. Strong problem-
solving and communication skills developed through technical support, executive operations, and high-pressure client-facing
environments. Currently pursuing CompTIA A+ certification.

TECHNICAL SKILLS
• ITSM & Ticketing: ServiceNow, Incident Management, SLA Compliance
• Identity & Access: Active Directory, User Provisioning, Account Deactivation, Password Resets, GPO
• Cloud & SaaS: Microsoft 365, Google Workspace, Microsoft Teams, Zoom, Azure, Azure DevOps
• Networking: VPN Troubleshooting, LAN/Wi-Fi Connectivity, Remote Access Support
• Device & Security: MDM, iOS Device Support, Microsoft Authenticator, MFA
• Technical Support: CLI, Hardware Peripherals, Application Troubleshooting
• IT Operations: User Onboarding/Offboarding, Access Management, Documentation, Process Improvement

PROFESSIONAL EXPERIENCE
Executive Assistant & IT Operations Coordinator
EmergConnect | Toronto, ON
July 2025 – Present

• Manage user onboarding and offboarding processes across Google Workspace, Slack, Microsoft Teams, and
Azure/Azure DevOps.
• Create, modify, and deactivate user accounts and coordinate access provisioning throughout the employee
lifecycle.
• Administer Google Workspace user accounts and support email administration and account-related issues.
• Manage user invitations and access across Microsoft and Azure-based services.
• Coordinate account deactivation and access removal during employee offboarding.
• Support the development of IT onboarding workflows and automation to streamline user provisioning and reduce
manual administrative tasks.
• Maintain internal IT and operational documentation to support consistent processes.
• Provide technical support to colleagues and troubleshoot common software, account, and access issues.
• Manage executive calendars and coordinate meetings across multiple time zones and internal/external
stakeholders.

Appointment Coordinator
Quorum | Toronto, ON
September 2024 – April 2025

• Coordinated schedules and managed booking systems in a fast-paced customer-facing environment.
• Resolved customer issues using a structured troubleshooting and problem-solving approach.
• Maintained accurate records and supported smooth operational workflows.

Sales Associate
Novesa London Shop | Toronto, ON
December 2023 – September 2024

• Assisted customers and provided product recommendations based on their needs and preferences.
• Processed customer transactions accurately using POS systems.
• Maintained organised store operations and a positive customer experience.

IT Service Desk Analyst
B. Braun Sharing Expertise | Nowy Tomysl, Poland
September 2022 – September 2023

• Provided Level 1 IT support in German and English to 200+ internal users across multiple departments.
• Administered Active Directory accounts, including password resets, account lockouts, and Group Policy (GPO)
assignments.
• Troubleshot LAN/Wi-Fi connectivity and VPN access issues to support secure remote connections.
• Enrolled and managed iOS devices through an MDM platform for corporate deployment.
• Assisted users with Microsoft Authenticator installation, enrollment, and MFA configuration.
• Resolved Microsoft Office and corporate application issues through systematic troubleshooting.
• Provided technical support for Jabra headsets and audio devices.
• Performed basic command-line troubleshooting for system diagnostics.
• Created multiple Knowledge Base articles documenting troubleshooting procedures and technical solutions,
helping standardize support processes and enable faster issue resolution.
• Logged, tracked, and updated incidents in ServiceNow while maintaining documentation and SLA compliance.

EDUCATION
Bachelor's degree in Business Management | Ukrainian-American Concordia University | Kyiv, Ukraine

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

• CompTIA A+ Certification — In Progress
• Project Management Fundamentals: A Beginner's Guide — Udemy
• Executive Office Assistant and Secretary Skills — Udemy
• 911 Interpreter Certifications: Interpreter Protocols, Ethics for Interpreters, HIPAA Compliance
• Certificate in Sustainable Development — Youth View
• ERASMUS+ Program Participant — International knowledge exchange program