Systems Support & Operations Analyst

P A T R I C I A F O N T A G N O L

PROFESSIONAL PROFILE

Systems Support & Operations Analyst with 15+ years of experience executing technical troubleshooting, application support, and database workflow optimization across high-regulated industries (Healthcare, Banking, and Insurance). Proven success managing enterprise CRM environments (Salesforce CRM), auditing data compliance parameters, and coordinating application infrastructure for remote clinics and financial teams. Dual fluent in English and French with advanced Spanish proficiency. Eligible for immediate U.S. employment via USMCA/TN Classification (Computer Systems Analyst). EDUCATION

Technical Frameworks: Systems Analysis • Application Troubleshooting • Salesforce CRM Configuration • Tier 1/2 Database Diagnostic Testing • Ticketing System Administration (Zendesk, Jira) • Remote Technical Architecture Operations & Compliance: Systems Integration • Technical Documentation • HIPAA/Healthcare Privacy Compliance

• Data Quality Assurance • Cross-Functional Incident Management • Business Process Mapping Credit Card Advisor RBC 2026 - Present

Assist customers with credit card accounts, statement inquiries, rewards programs, and account maintenance. Support credit limit increase requests and line-of-credit inquiries. Resolve customer concerns while adhering to financial regulations and privacy requirements. Verify and update customer information while maintaining account security and accuracy. Technical Support Agent TELUS Health 2025

Provided technical and administrative support to healthcare providers and clinics across Canada. Assisted with provider registration, claims support, direct deposit verification, and account administration. Resolved user access issues, including username and password recovery. Maintained compliance with healthcare privacy and security protocols. Customer Success Technical Support Banking Healthcare Bilingual EN/FR Remote Professional

Canada/Tucson Contract/Freelance 520-***-**** **********@*****.*** linkedin.com/in/patricia-fontagnol-abb566253

CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

Customer Support Specialist Foundever & Concentrix 2023 - 2024 Troubleshot technical issues across multiple software platforms and applications. Utilized ticketing systems to track, manage, and resolve support requests. Assisted customers across various time zones in high-volume remote environments. Owner & Operator La Catalane Bahia Kino, Mexico 2019 - 2022 Managed daily operations, administration, marketing, and customer relations. Developed sales and customer retention strategies that enhanced client satisfaction. Oversaw social media management and customer communications. Maintained high service standards while driving business growth. Administrative Assistant AON Hewitt Toronto, ON 2016 - 2018 Assisted clients with insurance products, coverage options, and policy information. Prepared quotes and provided administrative support for client services operations. Maintained accurate records and supported client communication initiatives. Bilingual Customer Service Representative CheapOair Toronto, ON 2015 - 2016 Assisted English and French-speaking customers through phone, email, and online chat. Managed customer records and resolved travel-related inquiries. Delivered exceptional customer service while maintaining strong product knowledge. Communications International

Bordeaux, France

Harbord Collegiate Institute

Toronto, Ontario

Canada/Green Valley

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