SUMMARY:

• I’m looking forward to be part of a new team in a more permanent, a full - time role in which my qualification and experience will help the company meet its objectives while at the same time help develop my knowledge in IT. I would like to find a motivating position and have possibilities for advancement of my career. I particularly enjoy working in IT and technical support. I would like to become a valued asset to any company. I am persistent when it comes to meeting deadlines and am able to work with little or no supervision.

WORK EXPERIENCE:

IT Service Desk Support L3

Confidential

Responsibilities:

• Providing technical support to field technicians via phone, email, and remote assistance
• Remote assist postal employees to replace/swap POS equipment and cables
• Bench repairs of POS equipment (laser printers, receipt printers, label printers, payment devices, PC’s, handheld scanners, scales, cellular modems, tablets)
• Service POS equipment within assigned territory using company rented vehicle, with the goal of keeping our customers completely assured and satisfied.
• Perform hardware maintenance and installation at customer locations.
• Updating ticketing application(s), spreadsheets, and support call details
• Support field technicians and perform non tech/remote installs with the customer
• Deploy desktop and peripherals following deployment documentation and checklists
• Perform complex hardware and/or software upgrades to existing equipment
• Utilize a strong set of troubleshooting skills to determine and resolve the root cause of most hardware or software malfunctions at the desktop level
• Perform moves, adds, changes of computer POS equipment
• Understand and carry-out deployment according to strict guidelines

  Configure and stage POS equipment for postal outlets

IT Help Desk Technician. L1 L2

Confidential

Responsibilities:

• Perform pre-deployment, Deployment, Post deployment, refresh existing computer to the new corporate Image, troubleshooting license issues, backup, Restore Upgrade, Downgrade of Windows OS, macOS, iOS, Displays, Docking stations, Keyboards, mouse, Printers, Network printers Office 365, Adobe PDF, Citrix, Lan, WIFI, VPN Firewalls, Antivirus Routers and other peripherals.
• Provided L2 email chat phone support for end users who are experiencing issues or have questions during their migration from the Canada life. follow up Scheduling new meeting with Canada Life customer to solve technical issues, updating/closing customers tickets via Assyst ticketing system making sure that all Canada life customers workstations where migrated and working fine.

IT Technician L2

Confidential

Responsibilities:

• Provides a single point of contact for all users of the service.
• Ensures that a continuously high level of customer satisfaction is achieved.
• Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard
• Service Desk scripts are followed.
• Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable.
• Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.
• Identifies new requests that are not Incidents and manage them appropriately:
• If the request is a Change Request (RFC), initiate the Change Management process
• If the request is a Service Request(RfS), initiate the Standard Change / Service Request process
• Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritized and action taken accordingly.
• Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user.
• Reviews resolution details and take responsibility for closure of all Incidents:
• Contacts the user for agreement to close, ensuring the ‘3 strikes and out’ policy is employed.
• Checks the Incident classification and reset as necessary
• Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure
• Provided support for SaaS Ticketing System used Assyst, Phone Avaya
• Raises Incidents to address unsuccessful Service Requests.
• Understands and operates escalation procedures - escalates and progresses
• Windows and Linux servers within a virtualized environment
• Microsoft remote desktop and terminal services
• Microsoft Active Directory and Azure Active Directory users, groups, policies, objects and security controls
• Microsoft Active Directory, Azure Active Directory Services, Radius, Kerberos, SSO, MFA and other access authentication mechanisms.
• Windows, iOS and Android operating systems in an enterprise environment
• Microsoft Office O365 and Exchange Online
• Broad technical knowledge and experience in supporting workstation hardware and software configuration.

IT Technician

Confidential

Responsibilities:

• Perform Imaging reimaging backup restore Install Pre-deploy Deploy Configuration & maintenance of various hardware & musical software
• Make sure that all required plugins and applications where performing correctly, included external customers make sure that Various Musical & Video where processed, Producing new music.
• Making sure that all workstations where working as usual

  In this role you will provide best in class customer service as you field incoming calls (bilingual French/English).

• You will answer inbound calls from customers having problems with their smart phones and computers.
• Problems range from simple password resets to more complex issues where you will utilize your excellent customer service and problem-solving skills
• Assist customers using a call flow guide to answer questions and solve problems
• Track, document, and retrieve information in databases
• Invest in our customers’ success by offering additional products and/or services As a Sales Advisor at Concentrix, you will:
• Close sales, work on prospecting, negotiation, presentation, and use B2B or B2C skills
• Use product knowledge, build client relationships, and find new ways to retain customers
• Be detail-oriented when it comes to sales of products and services
• Upsell and spontaneously offer additional products and services As a Technical Support Advisor at Concentrix, you will:
• Resolve technical issues related to hardware, software, and client products
• Provide basic customer service support
• Be an amazing problem-solver

IT Technical Support Coordinator L1 L2

Confidential

Responsibilities:

• Screens all on-site problems before reporting them to make sure that the problem is not a result of an operator error. The coordinator uses the troubleshooting information in this document to do diagnostic tasks, and corrects any condition that the troubleshooting information addresses. The coordinator also makes sure that the problem has not been previously reported.
• Establishes the severity for a reported problem by using the severity definitions
• Assists Confidential service representatives in analyzing new problems.
• Applies and verifies fixes that Confidential ® supplies. The service coordinator tests all fixes before releasing them to the production environment.

  Assisting in providing Level I Support to European customers

• Build online service rapport
• Escalate problems (when required) to the IT Manager.
• Using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform install various Zebra printers remotely

  Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ internal Wiki resources on the Internet/Intranet to aid in problem resolution.
• Perform remote configuration, including installing and upgrading software, implementing file backups, and configuring systems and applications, POS, Pin pad,
• Supporting anti-virus software and ensure virus definitions are up to date. Perform preventative maintenance, including schedule backup servers, end user devices, and other network equipment.

Service Desk Technician

Confidential

Responsibilities:

• Support 24x7 operations environment with up to 20% travel (ability to support off-hours, weekends, and holidays as needed) Build online service rapport.
• Escalate problems (when required) to the IT Manager.
• Utilize ticket tracking system to document all support incidents.
• Creates and maintains, detailed and complete, Helpdesk documentation.
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation with maintaining inventory of hardware, software and support assets. Multilingual Service Desk Analyst CSC (temporary contractor) Participation with maintaining inventory of hardware, software and support assets.Participate in team events/weekly meetings.Familiarity and understanding of IT data.Develop effective solutions and respond promptly to internal/external client reporting requests.
• Creating, modifying, and deleting user accounts, groups, computer accounts, organizational units (OUs), and other objects in the directory service database
• Helping end users with issues related to their accounts or computers, such as resetting passwords or troubleshooting technical problems
• Installing new Windows operating systems on client computers as needed, including installing device drivers and other software required for the computers to operate properly
• Managing security across the network by deploying new security patches and policies and monitoring activity for signs of intrusion or compromise
• Maintaining a database of all users in the organization and their respective rights and privileges within the network
• Designing a directory services infrastructure that meets the organization’s needs and implementing it on a D2D basis
• Providing technical support for user problems related to Active Directory or Windows Server applications
• Designing and implementing security policies that conform to industry best practices and align with organizational risk management objectives
• Assist in the analysis of IT scorecard and key performance indicators in the reporting of IT Operations, Software Development Lifecycle and IT Governance processes.
• Assist in the development and analysis of reporting on areas of service management, operations, governance and business solutions as well as IT portfolio of work (projects and resources).
• Creating, configuring, and administering Active Directory domains and forests, as well as adding new users to existing domains or forests Music Engineer Music production Msfv Records CEO CFX Records - U.S.A Rai Italia music productions for movies.Boyd H Jarvis Music collaboration, musical productions.House lab staff & DJ productions.Online track productions.Music editing and mastering productions for various artist world wide. Musitechnic Ecole Audio Centre Yves Theriault Montreal - Montréal, QC electrician school - Aquila, IT 6Diplôme d'études collégiales Skills • Skills: Advance knowledge in computer and MAC environments, networking, server and security applications as well as program configuration. A personal aptitude and passion in online research, and I enjoy a good challenge troubleshooting configuration.