IT/Desktop Support with thorough hands-on experience in all levels of desktop support, including hardware and software troubleshooting, installation, technical feedback and strong user guidance. Supportive and enthusiastic team player dedicated to streamlining processes and efficiently resolving problem issues. Having strong experience in customer support and very adaptive to any position requiring interaction with clients. As you can also see, I have strong skills as an Environment artist for video games in modelling, texturing and props integration in game engines.
Worked at the Montreal office (QC) and Vancouver office (BC).
Offering bilingual support over the phone, by email, by chat or remotely
Supporting high call volumes on daily basis, more than 8000 staff members across Canada
Supporting software installation, updates and troubleshooting with SCCM 12 and Bomgar
Supporting MS Office 2002-07, Windows XP & 7, WebEX, Citrix, Sharepoint, Lotus Notes and several other applications, like Aura, TeamClient, WorkPro, Client System, etc…
Supporting hardware requests and defective or lost equipment
Supporting mobile technology, updates and installation on tablets (IPad/Playbook) and smartphones (IPhone/Blackberry)
Offering network connection support to staff members using Cisco VPN
Remapping drives and restoring missing data from servers
Managing computers, printers and users access on Active Directory
Working on incidents or service requests with an Internal ticketing system
Escalating tickets after troubleshooting and documenting them to the third lines of support following the ITIL process in place
Creating Tools & Tips documentation accessible via Intranet
Creating workaround and step-by-step instructions for clients (Templates, Instructions)
Processing and supervising high alerts through an escalation process (ITIL)
Maintaining a high level of FRC (First Call Resolution) per day
