Technical Support Technician
Resume:
Evans Jean-Baptiste
*C Southpark Drive
Ottawa, ON K1B3B8
Cell: 367-***-****
******.*.**@*****.***
HIGHTLIGHTS
Highly motivated, creative and versatile
Organized and detail-oriented
Strong leadership skills working with and strengthening teams in order to better meet objectives
Great fluency in spoken and written both of the official languages (French and English)
Great proficiency in attending the troubleshooting calls and providing quick lasting solutions
Excellent ability to work independently or with colleagues
Flexible in strategies and techniques in order to facilitate a dynamic learning environment
Secret Cleared
TECHNICAL SKILLS
MS Windows Server environment, MS Office Suite 2002-2010, Internet Explorer, Mozilla
MS 365, MS Teams, Outlook 365
Office Suite, MS Active Directory, Remote Access, Novell
Ticketing programs: HEAT Tracking System, Spiceworks, Remedy, ServiceNow
Knowledge with SCCM (Intune)
Firefox, Google Chrome, Adobe Photoshop.
Knowledge in R.A.S by Citrix access (Blackberry, Tokens)
RELEVANT EXPERIENCE
Deskside Support Analyst Ottawa, Ontario (Immigration Refugees and Citizenship Canada)
June 2023 – Present
Communicated electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
Consulted user guides, technical manuals and other documents to research and implement solutions.
Reproduced, diagnosed, and resolved technical problems encountered by users.
Provided advice and training to users in response to identified difficulties.
Provide business systems, network, Internet, hardware, and software support to users in response to identified difficulties.
Performed Windows imaging and security updates for laptops and desktops.
Collected, organized, and maintained problems and solutions log for use by other technical support analysts.
Participated in the redesign of applications and other software.
Supervised other technical support workers in this group.
Help Desk Support Technician Ottawa, Ontario
(Elections Canada)
April 2021 – February 2023
Handling inbound and outbound calls for technical issues
Troubleshooting peripherals such as monitors, mouse, keyboards
Troubleshooting VPN
Network account deletions
Responsible for creating/maintaining and performing second level troubleshooting.
Responsible for account administration in Thin Client.
Providing level 2 support
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Help Desk Support Technician Ottawa, Ontario
(Infosys Procurement Canada)
July 2020 – August 2022
Assisting GC and suppliers in accessing SAP Ariba platform
Assisting clients in the creation of an Ariba account
Troubleshooting client MFA
Ensuring post-review of priority 1 incidents
Chairing the incident and problem review meetings
Following defined escalation path when needed, as defined in the escalation policy
Notifying the participants in the Incident Management process when standards and procedures are not being followed
Rerouting misdirected incidents that have not been handled in a timely manner
Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
Identifying incidents which need special attention or escalation
Managing major incidents
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Help Desk Support Technician Ottawa, Ontario
(Public Services and Procurement Canada)
Jan 2019-December 2019
Ensuring post-review of priority 1 incidents
Chairing the incident and problem review meetings
Following defined escalation path when needed, as defined in the escalation policy
Notifying the participants in the Incident Management process when standards and procedures are not being followed
Rerouting misdirected incidents that have not been handled in a timely manner
Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
Identifying incidents which need special attention or escalation
Managing major incidents
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Network Administrator Ottawa, Ontario
(Shared Services Canada, Request Management)
Jan 2017-Jan 2021
Verifying, analyzing and recording service requests received from users
Administering the NDS tree including:
Network account creations (Novell, Exchange, ETI)
Network account deletions
Network account modifications
Printer Management/Administration, including PA Creation/Deletion
Creation of network shared structures with corresponding trustee groups
Responsible for providing 2nd level NDS troubleshooting support
Creating Exchange mail accounts as well as performing second level troubleshooting.
Responsible for creating/maintaining and performing second level troubleshooting.
Responsible for account administration in Thin Client.
Responsible for account administration for ITS Web suite
Performing monthly scheduled maintenance in the NDS tree / OA server and the Exchange
Responsible for performing Quality Assurance on Request Management tickets
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Analyst/Tech Support Ottawa, Ontario
(MSI/ Bell)
Mar 2015-August 2017
Creating tickets for customers
Dispatching technician to customer’s residences for bell services (TV, Internet)
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Use Universal ticket tracking system for ticking during calls
Selling/Upselling on Insurance and reward program on credit card
Manage incoming and outgoing correspondence, filing, and data entry.
Use pc software such as Microsoft Office Suites, specifically MS Word, Excel and Outlook also Pega, Tsys, Loris
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Tech Support Analyst
(Taima-Convergys) Ottawa, Ontario
March 2008 to July 2010
Installing, monitoring, upgrading, patching, supporting and maintaining Windows Server operating systems and hardware.;
Upgrading and maintaining hardware and software.
Worked with Business Analysts, Project Managers, Developers, and client stakeholders to maintain and improve software performance.
Monitoring and maintaining computer systems and networks;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Performed reliable system administration procedures, such as back up and/or recovery
Analyzed system performance and recommended improvements
Setting up new users' accounts and profiles and dealing with password issues;
Responding within agreed time limits to call-outs;
Working continuously on a task until completion (or referral to third parties, if appropriate);
Prioritising and managing many open cases at one time;
Rapidly establishing a good working relationship with customers and other professionals
Support Client using Office
Reset password using Active Directory
Use Heat tracking system for ticking during calls
ADDITIONAL EXPERIENCE
Project Officer (AS-01) Ottawa, Ontario
(Public Services and Procurement Canada)
December 2019 – July 2020
Customer Service/ Marketing Associate Ottawa, Ontario
(Brand Momentum)
July 2010 to Sept 2013
EDUCATION
Algonquin College
Cisco Network Administrator Ottawa, Ontario
September 2017 - Present
École Secondaire Louis-Riel
O.S.S.D Ottawa, Ontario
September 2004 to June 2008
Volunteer Experience
Helped coordinate Christmas events for a local church in 2004
Supervised a youth program at the YMCA in 2007
Assisted elderly with activity groups at St-Vincent in 2006
REFERENCES
Available upon request
Contact this candidate