Frederic Lague Email & Phone Number

Calgary, Canada Area

• Provided first and second level technical support to clients, including laptop and desktop troubleshooting, and application software support • Performed initial diagnosis / repair of client issues via phone and through remote connections, or escalation to senior resources on Windows 7 and 10• Held primary responsibility for managing the hardware & software inventory for Calgary. Ordered new supplies in a timely manner and managed the relationship with the providers. • Onboarding… Show more • Provided first and second level technical support to clients, including laptop and desktop troubleshooting, and application software support • Performed initial diagnosis / repair of client issues via phone and through remote connections, or escalation to senior resources on Windows 7 and 10• Held primary responsibility for managing the hardware & software inventory for Calgary. Ordered new supplies in a timely manner and managed the relationship with the providers. • Onboarding and offboarding employee management• Only ressource onsite for 2 years during a pandemic Show less

Calgary, Canada Area

• Provided first and second level technical support to clients, including general network administration, laptop and desktop troubleshooting, and application software support • Performed initial diagnosis / repair of client issues via phone and through remote connections, or escalation to senior resources on Windows 7 and 10 / Mac OS / Linux• Created solid documentation for tickets to ensure work completed and resolutions found can be referenced and reviewed • Created… Show more • Provided first and second level technical support to clients, including general network administration, laptop and desktop troubleshooting, and application software support • Performed initial diagnosis / repair of client issues via phone and through remote connections, or escalation to senior resources on Windows 7 and 10 / Mac OS / Linux• Created solid documentation for tickets to ensure work completed and resolutions found can be referenced and reviewed • Created documentation within the internal database a reference to standardized solutions• Held primary responsibility for managing the hardware & software inventory for Calgary. Ordered new supplies in a timely manner and managed the relationship with the providers. • Onboarding and offboarding employee management• Support for corporate cell-phone Hardware/Contract/Travel PackAccomplishments• Successfully grew with the company as it went from 200 employees up to 900 Show less

Calgary, Canada Area

• User support (helpdesk) on Office 2003, Windows 7 and created documentation for each case• Evaluated the level of priority for tickets received and either resolved the issue or sent the ticket to the appropriate group• Worked on a tech support team that specialized on support for meeting roomAccomplishments• Successfully handled a level one alert saving the organization revenue – Experienced an SLA (Standard Lean Agreement) of one hour for an issue that could have impacted all… Show more • User support (helpdesk) on Office 2003, Windows 7 and created documentation for each case• Evaluated the level of priority for tickets received and either resolved the issue or sent the ticket to the appropriate group• Worked on a tech support team that specialized on support for meeting roomAccomplishments• Successfully handled a level one alert saving the organization revenue – Experienced an SLA (Standard Lean Agreement) of one hour for an issue that could have impacted all the operation of the business• Following that experience, received a promotion to a project for a special IT team for an internal service dedicated to the management of the meeting room of the company Show less

Calgary, Canada Area

• User support (helpdesk on Office 2003, Windows 7• Created documentation for each case• Sent ticket to the appropriate concerned officeAccomplishments• Quickly proved adaptability, drive and motivation in my first role in Calgary after moving from Montreal. Was provided the opportunity to work closely with internal employees, which at the time was 80% of their operations located in USA. Quickly saw English improve with no language barriers with clients.

Montreal, Canada Area

CompaniesRCGT, Sandoz, Dannie Arbour & Associates,CGI, Hydro-Quebec, HEC (University of Montreal), Human Resources and Social Development Canada, FECHIMM and Integratik Inc.• Provided user support / helpdesk on Office 2003, Windows XP• Created documentation for each case• Sent ticket to the concerned office• Installed and configured software, utility programs, patches and service packs• Printing issues resolution (Level 1 support)• Hardware support, memory and hard… Show more CompaniesRCGT, Sandoz, Dannie Arbour & Associates,CGI, Hydro-Quebec, HEC (University of Montreal), Human Resources and Social Development Canada, FECHIMM and Integratik Inc.• Provided user support / helpdesk on Office 2003, Windows XP• Created documentation for each case• Sent ticket to the concerned office• Installed and configured software, utility programs, patches and service packs• Printing issues resolution (Level 1 support)• Hardware support, memory and hard drive installations• Migration of PC from Windows 2000 to Windows XP• Migration of email from IMAP to EXCHANGE• Installed drivers for peripherals• Materials preparations for training rooms and laptops• Data Entry Show less