Customer Service Technician

Ernst Rigobert

*** *********** ** **, *******, T*J 4V5

Cell: 514-***-****

*********@*****.***

HELP DESK TECHNICIAN MAINTENANCE TECHNICIAN

Troubleshooting ● Communication ● Customer Service ● English and French

I provided end user support, assisted in the planning and implementation of future expansions and

upgrades to the computer infrastructure:

• 8+ years of work experience in diverse IT field technician roles

• Highly skilled in responding in a timely manner to tickets generated by users

• IMAC (installs, moves, add, changes) Technician

• Demonstrated ability to diagnose and fix operating systems problems

• Provided technical support to customers on telephone, email and through tickets

• Analyzed and solved software and hardware issues

• Helped customers identify and resolve issues pertaining dial up configuration

• Created help desk documentation on problem resolving techniques

• Hands on experience in responding, tracking, and following up telephone, email and, end user

requests for support

• Track record of working with end users and providing Tier 2 and Tier 3 support, maintenance and

support for network technologies

IT SUPPORT SKILLS

● Windows XP, 7, 8 ● System Upgrades ● Inventory Tracking

● Migration Logical and Physical ● System Recovery (servers) ● LAN/WAN

● Interconnection devices ● Servers 2003,2008,2012 ● Server Setup

● Network Connectivity ● Group Policy MS Exchange ● Break Fix activities

KEY ACCOMPLISHMENTS

Received Technician of the Year award in 2008

Analyzed and Resolved technical issues

Designed and implemented a new ticketing system which increased efficiency by 20%

Install and repair computer hardware and Software, repair printer HP

Improved corrective actions through resolution and follow up

Working well with customers, vendors and members of staff

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Ensured precise handling of service requests

HELP DESK EXPERIENCE

IT Consultant

Erserve Telecom Montreal, QC August 2010 – December 2014

Support professional base on over 5 years of experience working in deskside, IT support and networking

environment (Desktop and Servers).

Contracts:

Consultant in Infrastructure Itergy Canada March Aug.2014

LAN Administrator Micro Age Aug.2013 – Feb.2014

Advisor Deployment Natrel Agropur Dec.2012 – Feb. 2013

Advisor Deployment T.E.S. IBM Canada Octo. Dec.2014

System Administrator EZEM Canada May June 2012

Installed, configured and maintained software applications as Anti virus and Anti malware, operating

systems, administration and network monitoring.

Technical environment: Windows domain, Server Windows 2003, 2008, 2012, VMware Esxi 5.x, DAS,

NAS, SQL, Backup systems, CRM, PowerShell 3.x, SCCM 2012, Cisco, Fortigate products, MS Exchange

03/07/10,…

Technician Breville Canada, Montreal, QC August 2013 – February 2014

• Provided technical support to customers on telephone, email and through tickets

• Analyzed and solved software and hardware issues

• Helped customers identify and resolve issues pertaining dial up configuration

• Created help desk documentation on problem resolving techniques

Help Desk Intern Cloud IT, Montreal, QC May August 2011

Assisted end users in troubleshooting and resolving IT issues:

• Sent tickets to appropriate departments utilizing ticket tracking system

• Solved minor server and workstation related issues

• Installed operating system, software, anti viruses and patches

• Maintained documentation of processes and tickets

MOTOVAN CORPORATION BOUCHER VILLE, QC May 2007 – June 2009

Network Administrator

Diagnosed and repaired internet service, LAN networks, wireless and email failures.

•

Managed migrations of major business applications

•

Oversaw backup and recovery of critical data

•

Configured new and existing network systems and hardware

•

Trained staff members on productivity software and proprietary applications

•

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• Installed and maintained anti virus, firewall and security, set up passwords and directory

permissions.

Deskside TEKsystems, Montreal, QC Mar Apr 2007

Migration Project Rogers and Break Fix activities

EDUCATION

College Maisonneuve Montreal, QC 2010

Diploma Network Management

BS in Computer Science and Electronic

University “Ecole Superieur d’Infotronique d’Haiti” Port au Prince, Haiti 1998

Training Update

Windows server 2012 R2 College Maisonneuve Montreal, QC 2013

IT Service Management (ITIL 2011) College Maisonneuve Montreal, QC 2013

SharePoint 2010 (Install/Configuration) College Maisonneuve Montreal, QC 2014

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