Denis Bouchard Email & Phone Number

Gatineau, Quebec, Canada

Crown-Indigenous Relations and Northern Affairs Canada (CIRNAC) | Canadian Northern Economic Development Agency (CANNOR)Key Responsibilities and Achievements:• Led cross-functional project teams to successfully manage multiple complex projects for government agencies, ensuring alignment with strategic goals and client requirements.• Implemented Agile project management methodologies to streamline workflows, improve team collaboration, and reduce project delivery times by 20%.• Managed project budgets of up to $5M, consistently meeting or coming in under budget by optimizing resource allocation and tracking expenses rigorously.• Coordinated with key stakeholders, including federal, provincial, and Indigenous leaders, to ensure projects adhered to regulatory guidelines and met community needs, leading to 95% client satisfaction.• Led the successful delivery of IT infrastructure and development projects, ensuring that all deliverables met security, compliance, and quality standards within strict timelines.• Developed and implemented project timelines that improved delivery efficiency by 15%, resulting in earlier-than-planned project completions.• Trained and mentored a team of 10+ junior project managers and coordinators, enhancing team productivity and performance by 30% over a year.• Achieved a 100% success rate in meeting key project milestones while managing the risks and changes associated with the scope of projects.

As a Customer Advisor and Technician at OEM Express, I provided expert guidance and technical support to customers, helping them make informed decisions on computer purchases, system assembly, and technical configurations. With a hands-on approach, I ensured optimal performance and tailored solutions for a variety of retail business clients.Key Responsibilities & Achievements:• Advised customers on technology solutions, providing tailored recommendations based on individual needs, resulting in a 20% increase in customer satisfaction and repeat business.• Built and configured custom computer systems, assembling high-performance systems for retail clients, ensuring optimal functionality and client-specific requirements.• Managed warehouse inventory of computer parts and components, ensuring timely availability and minimizing project delays by 15%.• Provided on-site technical support, diagnosing and resolving hardware and software issues, improving overall system performance and user experience.

Ottawa, Ontario, Canada

As a Technical Support professional at Modis, I provided expert IT support to Health Canada, addressing technical issues and ensuring seamless operation of their infrastructure. My proactive approach and attention to detail contributed to improved efficiency and client satisfaction.Key Responsibilities & Achievements:• Technical Support for Health Canada: Delivered prompt and effective IT support for Health Canada, resolving issues related to hardware, software, and network connectivity via phone and email. •Redirected unresolved issues to the appropriate teams to ensure swift resolutions. • Issue Troubleshooting and Resolution: Diagnosed and resolved technical issues, minimizing downtime and enhancing operational productivity for Health Canada employees.• Client Communication and Escalation: Maintained clear and professional communication with clients, providing status updates and escalating complex technical challenges to specialized teams as needed.• System and Network Support: Assisted in maintaining Health Canada’s IT infrastructure, ensuring systems and networks were fully operational and compliant with organizational standards.

Key Responsibilities and Achievements:• Provided bilingual project administration (English/French) to Health Canada (HC) and Public Health Agency of Canada (PHAC), ensuring clear communication and efficient support for infrastructure and operational initiatives.• Coordinated and supported project timelines, budgets, and resource management for cross-functional teams, contributing to the successful execution of multiple projects within government health agencies.• Managed technical documentation and project reports, ensuring all stakeholders had accurate, up-to- date information to make informed decisions and maintain project alignment.• Supported IT infrastructure projects by facilitating communication between internal teams and external vendors, resulting in a 15% improvement in project turnaround times.• Assisted in resource allocation for IT projects, helping to optimize the utilization of both human and technical resources, improving overall project efficiency by 10%.• Provided troubleshooting and technical support, ensuring minimal downtime for project teams and contributing to the timely completion of project milestones.

Key Responsibilities and Achievements:• Planned and coordinated the installation of fireplaces for small to medium-sized projects (1 to 100 units), ensuring efficient execution and timely completion of projects.• Managed project timelines, resources, and budgets, ensuring each project was delivered on time, within budget, and met client specifications.• Ensured customer satisfaction by proactively resolving issues and providing exceptional support, resulting in a 95% customer satisfaction rate.• Delivered presentations to prospective clients using the MS Office Suite, effectively communicating project details, timelines, and benefits, contributing to a 30% increase in client acquisition.• Collaborated with cross-functional teams, including contractors and suppliers, to ensure seamless coordination and execution of project milestones.

Gestion du département et de l'équipe d'installation et de service après vente

As a Technician Support at Bell, I played a pivotal role in providing technical assistance during the rollout of high-speed internet services, particularly the introduction of PPPoE. I ensured seamless customer experiences by troubleshooting technical issues and providing prompt resolutions.Key Responsibilities & Achievements:• High-Speed Internet Support (PPPoe Rollout): Delivered technical support during the introduction of Bell's high-speed internet services using PPPoE technology. Provided troubleshooting assistance, addressed customer inquiries, and ensured smooth service activation for customers.• Client Communication and Troubleshooting: Acted as the first point of contact for customers experiencing internet-related issues. Diagnosed and resolved technical issues related to routers, network configurations, and connectivity, ensuring issues were resolved efficiently.• Technical Escalation: Managed technical escalations by referring complex or unresolved issues to the next level of support, ensuring timely and effective resolutions while maintaining high customer satisfaction.

As a Helpdesk Specialist and Project Administrator at Compaq, I provided high-level technical support and project administration services to both Canadian and U.S. customers. I specialized in troubleshooting hardware and software issues while managing project timelines and ensuring customer satisfaction through effective issue resolution.Key Responsibilities & Achievements:• Provided technical support via phone, email, and ticketing systems, delivering timely troubleshooting and resolution for complex hardware and software issues, improving first-call resolution rate by 15%.• Managed project administration tasks, utilizing MS Project to track timelines, resources, and deliverables for multiple customer-facing projects, ensuring on-time project delivery and client satisfaction.• Collaborated with cross-functional teams to troubleshoot and resolve infrastructure issues, enhancing system uptime by 10% and reducing service downtime.• Developed and maintained detailed documentation for technical procedures, contributing to a 20% reduction in recurring issues by standardizing troubleshooting steps.

System, Networking, And Lan/Wan Management/Manager

CCNA (ongoing)

Asp, Chauffage Au Gaz

Asp In Natural And Propane Gas

Dep, Transport De Marchandise (Permis De Conduire Classe 1 Mention M Et F)

Dep (Diplôme D'Études Professionnelles)

High School Diploma