The total cross-section of electron-impact single ionization for the ground configuration 3d104s24p64d3 and excited configuration 3d104s24p64d24f of Sn11+ is determined from the ionization threshold to 1000 eV. The contributions of direct ionization, excitation auto-ionization, and resonant excitation double auto-ionization to the total electron-impact single ionization cross-section are systematically demonstrated. The cross-section of direct ionization and excited auto-ionization are determined using the level-to-level method, while the cross-section of partially resonant excited double auto-ionization are determined through the configuration-averaged method. To obtain convergence, excitation channels with the maximum principal quantum number up to n = 25 are considered. A comparison of the present results with the experimental data [Borovik et al. J. Phys. B 46, 175201 (2013)] reveal considerably improved agreement when including the resonant-excitation double auto-ionization in the calculation.