Sahar Sadeghi Data Analyst

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35 Leameadow Road

Thornhill, ON L4J 8R6




·         Experienced professional with consistent work and educational background in diversified IT infrastructures and business sectors, including Retail, Pharma, Hospitality, Telecom, and MSP

·         Demonstrated proficiency across a variety of software applications, and ability to identify their features, advantages and disadvantages

·         Demonstrated ability to lead teams, meet deadlines, set priorities, and quickly diffuse conflict situations

·         Bachelor’s Degree in Computer Engineering, Microsoft Certified Professional, and certified in ITIL V3 Foundation

·         Sound knowledge of IT best practices, ITSM, Agile Service Management and Data Analysis





Operating Systems: Windows (All Versions), Linux (Red Hat, Ubuntu), OS390, Z/OS, Mac OS

Programming languages and databases: C++, HTML, XML, Python, Perl, SQL, DB2, VSAM

Hardware, Applications, Technology and Protocols: Personal Computers, Laptops, POS Systems, Smart phones, Tablets, FrontRange ITSM Ticketing System, Cherwell Ticketing System, BMC Remedyforce Ticketing System, ServiceNow Ticketing System, Citrix MetaFrame / XenApp, Virtual Machines, LS Retail NAV, Microsoft Dynamics NAV, Cisco Switches / Routers, VPN, Firewall, Ethernet, Microsoft Office (All versions), Windows Server, Microsoft SQL Server, SQL Scripting, SQL Server Management Studio, Active Directory, TCP/IP, VoIP, DHCP, LDAP, SSL, DNS, FTP, SFTP, RDP, VNC, eMAR Clinical Systems, HL7 Standards, Kroll Pharmacy Application

Cloud Platforms: AWS, Google Cloud, Microsoft Azure

DevOps Tools: Docker, Kubernetes, EC2, Jenkins, Ansible, Chef, Puppet





IT Support & Development Analyst                                                           02/2016– Present

Medical Pharmacies Group Ltd., Markham, ON


Technology used: Ubuntu, Microsoft Windows (7,10), PostgreSQL, Microsoft SQL Server 2012, SQL Server Management Studio, Office 365, Git, Stash, Confluence, Bash, BMC Remedyforce, SSH, PuTTY


·         As the designated SME for the application support team, supports a variety of applications across multiple computer platforms, investigates and corrects problems to optimize application use, and improve business processes, and makes recommendations for future enhancements

·         Performs a variety of duties related to the implementation, development, and day-to-day support of department-specific software and custom computer applications

·         Collaborates with cross-functional team members on features, design, and implementation of applications. Builds rapport to establish and maintain effective relationships with clients, vendors, pharmacists and healthcare advisors


IT Help Desk Analyst                                                                               12/2013 – 02/2016

Pet Valu Canada Inc., Markham, ON


Technology used: NCR POS Systems, Microsoft Windows (7, 8.1, 10), Microsoft SQL Server (2008 / 2012), RDP, VNC, AmberCat Help Desk, LS Retail NAV 6.3, Microsoft Dynamics NAV 2009


·         Delivered timely and efficient first point of contact support to retail and corporate users on a variety of IT related issues and requests

·         Gathered and documented information pertaining to customer issues into case tickets, troubleshot assigned cases, and identified escalation requirements

·         Coordinated with vendors on gathering of information and preparation of systems’ hardware in advance of installation at store locations

·         Responsible for remote staging, configuration, and testing of POS systems and peripherals by taking sole ownership of new rollout projects from beginning to successful completion

·         Developed and improved on installation process documents and participated in end-user training during technology expansions / rollouts



IT Help Desk Analyst                                                                               11/2012 – 12/2012

CompuCom Systems Inc., Toronto, ON


Technology used: Windows 7, MS Office 2010, Active Directory, Customer Relationship Management (CRM) Software, SAP, Citrix, Microsoft Lync, Microsoft SharePoint, Cisco IP phones


·         Provided support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network

·         Delivered timely resolution of problems or escalation on behalf of customer to appropriate technical personnel, and status updates to management and end-users

·         Developed, documented, and implemented standard operating procedures and customer service guidelines relating to remote IT support


IT Service Desk Analyst                                                                            10/2010 – 05/2012

CARA Operations Ltd., Toronto, ON


Technology used: IBM/Micros POS Systems, Dell Optiplex Server/Peripherals, Nortel BCM/BES/ BAP, Windows Server 2003, Citrix XenApp Client/Server, RDP, VNC, FrontRange ITSM, Cherwell Service Management Software


·         Provided users with single point of contact in a centralized ITIL compliant service desk on a 24/7 basis, by working closely with company’s restaurant chain operations in an enterprise environment, with over 700 distributed locations in Canada

·         Recorded all incidents, problems, and resolutions in service management software, and worked with other IT teams, vendors, and business groups on escalation and resolution of outstanding tickets

·         Delivered first level system support in a timely manner by interpreting customer problems, researching available resources, and connecting remotely to POS terminals and other IT devices to perform maintenance, and problem resolution



Senior IT Specialist                                                                                    01/2007- 01/2008

Tehran Telecommunication Company, Tehran, Iran


Technology used: Windows Server 2003/XP Professional, Exchange Server 2003, Linux, IIS, ASP, FTP, TCP/IP, Cisco Switches/Routers

·         Supported servers and workstations in PC, network and platform operating systems

·         Setup and configured user privilege accounts on domain controllers

·         Monitored and managed virus and security threats

·         Developed and Implemented an Acceptable Use Policy (AUP) adhering to the company’s standards, conducted SLA, contract compliance, and reporting reviews

·         Provided ongoing development, coaching and performance management for all team members, including annual performance review processes

·         Participated in IT strategic planning activities with the IT leadership team


Systems Applications Team Lead                                                             05/2000 –01/2007

Tehran Telecommunication Company, Tehran, Iran


Technology used: MVS/ESA, OS390, Z/OS, VSAM, JCL, SDSF, TSO/ISPF, JES2, CICS, COBOL, DB2, 3270 Emulator


·         Developed company’s telephone billing system (servicing 600,000 customers)by creating and reviewing code, and assessing its impact on other applications

·         Worked closely with project managers and other team members to ensure consistency in coding standards / approaches, and played a key role in implementation of changes in the system to reduce ABEND rates

·         Mentored and provided support to other team members when needed


Mainframe Systems Analyst                                                                    10/1997 – 05/2000

Tehran Telecommunication Company, Tehran, Iran


Technology used: MVS/ESA, OS390, Solaris, VSAM, VTAM, JCL, SDSF, TSO/ISPF, JES2, CICS, COBOL, 3270 Emulator


·         Submitted and monitored mainframe batch/online jobs, executed timely batch schedules and performed console monitoring via NetView of the MVS and JES2 environment

·         Ensured uninterrupted flow of the processes and made sure that program jobs run according to the schedule

·         Diagnosed and resolved system problems

·         Provided support to users to ensure that they understood the methods of accessing the system and that they were able to use a system without flow interruption

·         Logged and escalated to next level support for abnormally terminated jobs



Bachelor’s Degree in Computer Engineering                                                              1996

Shahid Beheshti University of Tehran, Iran



Data Science Methodology                                                                                              2019

Open Source tools for Data Science                                                                                 2019

What is Data Science                                                                                                      2019

SQL for Data Science                                                                                                       2019

ITIL V3 Foundation                                                                                                          2012

Microsoft Certified Professional (MCP)                                                                              2009





IBM Data Science Professional Certificate                                                 01/2019-Present

IBM – offered through Coursera


SQL for Data Science                                                                                  12/2018-01/2019

University of California, Davis – offered through Coursera


Python Programming                                                                                 10/2017-12/2017

University of Waterloo, Online Class


Database Management with SQL                                                               04/2015 –10/2015

University of Waterloo, Online Class


Wireless Networking Program (Postgraduate)                                                                   2013

George Brown College, Toronto, ON


Oracle Database – Introduction to SQL                                                                                                                                                              2012

George Brown College, Toronto, ON


Project Management Fundamentals                                                                                2011

Microskills, Toronto, ON



Dean’s Honour List, George Brown College                                                                       2013