Samantha F.
Mid-Level IT Operations Analyst
Open to offersNew to PlatformAbout
Samantha F. is an experienced IT professional specializing in IT Operations Analysis, platform administration, and global access management with a career primarily at Manulife Business Processing Services. From 2011 to 2025, Samantha has supported the financial and insurance domain through responsibilities such as managing schedules, on-call rotations, and maintaining documentation using SharePoint and Confluence. She has overseen user and incident management for tools including Informatica PowerCenter, JIRA, Lotus Notes, and Active Directory, working closely with cross-functional teams to meet business SLAs in a global context, including North America. Samantha’s technical experience spans ServiceNow analysis, PowerBI reporting, system access audits, and automation for process improvement, consistently applying ITIL practices evidenced by her ITILv4 certification.
Experience
IT Operations Analyst
Manulife Business Processing Services · 2023 — 2025Provided operations support for the Platform Administration team, including managing the team's schedule, software upgrades, and communications. Acted as a Business Analyst in team activities. Maintained shift assignments, documentation in SharePoint, and managed the team's Knowledge Base in Confluence. Created team email templates and Yammer posts, conducted system owner meetings, and managed mailbox operations. Analyzed data using Planview and ServiceNow, tracked incidents in SNOW, and collaborated with system analysts to enhance support models. Monitored and reported key team metrics while focusing on continuous improvement initiatives.Platform Administrator
Manulife Business Processing Services · 2019 — 2023Administered various platforms and servers while providing management, user administration, and technical support for applications such as Informatica Power Center, Informatica Data Integration Hub, JIRA, and SharePoint. Managed user administration tasks and off-hour support, fulfilled requests through Service Management, and handled incidents, including P1 and P2 issues. Coordinated queues and escalated technical support requests promptly. Developed process documentation and participated in disaster recovery activities, upgrades, and patching, focusing on process improvement through automation.Sr. IT Specialist
Manulife Business Processing Services · 2011 — 2019Managed accounts in Active Directory and Lotus Notes, facilitating access for various business units. Provided technical support for access issues and conducted termination reviews. Led investigations for audits and projects as needed. Completed training programs to enhance report automation and update documentation effectively. Administered new hire setups, terminations, and transfers, and managed shared directory access. Fulfilled requests through Service Management and maintained compliance through audit reviews, supporting overall operational efficiency.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringAsia Pacific College · 2007 — 2011
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