MATHIEU ROBICHAUD

Mobile: 647-***-**** * E-Mail: acw7wb@r.postjobfree.com

SUMMARY :

Enthusiastic Bilingual Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. A highly talented and accomplished IT professional with extensive skills and experience leading and performing Computer and Network Support operations.

HIGHLIGHTS :

Bilingual IT Support.

DHCP/DNS Ethernet & Firewall proficient.

LAN aptitude.

Proficient in phone, printer, and security

Meticious and organized.

Work well with staff and customers

Windows XP / Vista / 7 / 8.1 / 10.

Windows Server 2003 / 2007 / 2010.

Active Directory & Microsoft Exchange.

MS Office proficient.

Familiar with Mac desktops.

Familiar with Ticketing systems.

Service-oriented

Excels under pressure.

Driver’s license

EXPERIENCE :

07/2016 to 08/2016 Customer Support Associate

Contractual Randstad - Bell BBM / Govt. of Canada. - Toronto, ON

Answer customer telephone calls regarding existing accounts.

Respond to questions and concerns about service, and escalate calls appropriately.

Consistently improve customer satisfaction through resolution of conflicts, issues and concerns.

Developed highly empathetic clients relationships and earned reputation for delivering exceptional customer service.

06/2015 to 09/2015 Help Desk Associate Deskside

Contractual Parmalat Inc. - Montreal, QC

Set up, configured and deployed computer images for all new installations.

Provide helpdesk support to corporatives users.

Answer questions about product features & resolve use problems.

Document all issues and generate tickets detailing common problems and errors trends.

Escalate tickets to superior levels (2 & 3) when generalized issues.

Remote Support.

08/2014 to 06/2015 Help Desk Associate Deployement Agent Customer Service

Contractual Donaldson & James – Montreal, QC

Monitored, diagnosed and resolved issues with hardware, software, network connectivity, operating systems.

Set up, configured, and deployed computer images for new installations, resulting a significant costs and time savings.

Helpdesk Ticketing, Security, Policy Adherance.

Policy and System documentation.

Active Directory Management

Document all issues and generate tickets detailing common problems and errors trends.

Remote Support.

Exchange Configuring & Provisioning

02/2014 to 06/2014 PC & Laser printers Technician

Replacement PC Plus Services Techniques – Montreal, QC

Examine malfunctioning printer equipments.

Diagnose, install and repair printer systems and software.

Laser printer parts reconditioning / Maintenance.

Set up, configured computer & servers images for new installations,

Document all issues and generate tickets detailing common problems and errors trends.

Remote Control.

04/2013 to 07/2013 Help Desk Associate

Contractual CGI Group Inc. – Montreal, QC

Monitored, diagnosed and resolved issues with hardware, software, network connectivity, operating systems.

Helpdesk Ticketing, Security, Policy Adherance.

Policy and System documentation.

Active Directory Management

Document all issues and generate tickets detailing common problems and errors trends.

Remote Support.

Exchange Configuring & Provisioning.

07/2012 to 04/2013 Help Desk Associate (Level 1 & 2)

Permanent CDMS First – Montreal, QC

Monitored, diagnosed and resolved issues with hardware, software, network connectivity, operating systems.

Helpdesk Ticketing, Security, Policy Adherance.

Policy and System documentation.

Active Directory Management

Document all issues and generate tickets detailing common problems and errors trends.

Remote Support.

Exchange Configuring & Provisioning.

04/2010 to 07/2012 PC & Laser printers Technician

Permanent PC Plus Services Techniques – Montreal, QC

Examine malfunctioning printer equipments.

Diagnose, install and repair printer systems and software.

Laser printer parts reconditioning / Maintenance.

Set up, configured computer & servers images for new installations,

Document all issues and generate tickets detailing common problems and errors trends.

Remote Control.

06/2009 to 10/2009 PC Technician

Contractual Micro-Informatique Extreme – Montreal, QC

Provide, as appropriate, telephone and verbal application support to resolve incidents.

Maintain written communication such as log updates to a professional and legible standard.

Assembly of new computers.

Monitor and respond to hardware and software problems utilizing hardware & software testing tools and techniques.

Configure, install, update, troubleshoot, repair and replace computer systems, peripheral equipment and related hardware throughout the organization.

QUALIFICATION/CERTIFICATIONS:

CompTIA A+ IT Professional

Skillsoft / CGI Group inc. Montreal, QC

Government of Canada Secret Cote

Governement of Canada Montreal, QC

Computer Support Diploma

Centre de formation Professionel Rimouski-Neigette Rimouski, QC

Driver’s license

Société de l’Assurance automobile du Québec (SAAQ) Montreal, QC

REFERENCES :

References available upon request.

Contact this candidate