Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

Hello! I'm Katie McLellan Barrie, a customer-focused IT support professional with over seven years of experience in technical service and systems analysis. At Equitable Life of Canada, I handled service desk queues, resolved first-line issues, and drove process improvements to deliver reliable, high-quality service to end users. I enjoy collaborating with teammates to solve problems, expand my technical and industry knowledge, and share learnings through formal and informal knowledge transfer. My background spans financial services, travel retail, and care industries, and I thrive in fast-paced environments where clear communication and a proactive approach make a difference.…Hello! I'm Katie McLellan Barrie, a customer-focused IT support professional with over seven years of experience in technical service and systems analysis. At Equitable Life of Canada, I handled service desk queues, resolved first-line issues, and drove process improvements to deliver reliable, high-quality service to end users. I enjoy collaborating with teammates to solve problems, expand my technical and industry knowledge, and share learnings through formal and informal knowledge transfer. My background spans financial services, travel retail, and care industries, and I thrive in fast-paced environments where clear communication and a proactive approach make a difference.

Mary-Katherine McLellan

Web Developer, Programmer, Back-End Developer, +2





Hello! I'm Katie McLellan Barrie, a customer-focused IT support professional with over seven years of experience in technical service and systems analysis. At Equitable Life of Canada, I handled service desk queues, resolved first-line issues, and drove process improvements to deliver reliable, high-quality service to end users. I enjoy collaborating with teammates to solve problems, expand my technical and industry knowledge, and share learnings through formal and informal knowledge transfer. My background spans financial services, travel retail, and care industries, and I thrive in fast-paced environments where clear communication and a proactive approach make a difference.…Hello! I'm Katie McLellan Barrie, a customer-focused IT support professional with over seven years of experience in technical service and systems analysis. At Equitable Life of Canada, I handled service desk queues, resolved first-line issues, and drove process improvements to deliver reliable, high-quality service to end users. I enjoy collaborating with teammates to solve problems, expand my technical and industry knowledge, and share learnings through formal and informal knowledge transfer. My background spans financial services, travel retail, and care industries, and I thrive in fast-paced environments where clear communication and a proactive approach make a difference.

Available to hire

Hello! I’m Katie McLellan Barrie, a customer-focused IT support professional with over seven years of experience in technical service and systems analysis. At Equitable Life of Canada, I handled service desk queues, resolved first-line issues, and drove process improvements to deliver reliable, high-quality service to end users.

I enjoy collaborating with teammates to solve problems, expand my technical and industry knowledge, and share learnings through formal and informal knowledge transfer. My background spans financial services, travel retail, and care industries, and I thrive in fast-paced environments where clear communication and a proactive approach make a difference.

Skills

Microsoft Office

Active Directory

Experience Level

Microsoft Office

Expert

Active Directory

Expert

Language

English

Fluent

Work Experience

Service Desk Analyst at Equitable Life of Canada

March 1, 2025 - March 1, 2025

Answered all calls through the phone queue and logged them in the ticketing system (ServiceNow). Ensured call retention and that calls weren’t dropped or missed. Managed emails and tickets for the group, logged and resolved first-line support calls, and routed requests to the correct departments. Delivered quality customer service, contributed to process improvements, worked effectively in a team, expanded technical and industry knowledge, and participated in knowledge transfer. Monitored ticket trends to identify larger business impact.

Systems Analyst at WBM Office Systems

January 1, 2017 - January 1, 2017

Answered calls and emails from over 150 clients. Conducted basic troubleshooting over the phone and provided desktop support when available. Delivered customer service to resolve issues and logged tickets into the tracking software.

Front Desk Agent at Avis Budget Group

July 1, 2013 - July 1, 2013

Scheduled vehicles and provided customer service to ensure clients received desired vehicles. Answered phone calls, operated the point-of-sale system, and handled money and high-value assets.

Care Worker at Elmwood Residences

January 1, 2013 - January 1, 2013

Provided customer service and conflict management. Developed empathy and patience in high-stress situations, and managed organization and maintenance of house and property details.

Food Counter Attendant at Costco Wholesale

February 1, 2012 - February 1, 2012

Worked in food handling with necessary certifications to ensure safe food practices. Operated in a high-stress, busy environment and delivered customer service.