Jacques Bernier Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Canada Area

• Help clients with computer related problems in a Windows XP and Windows 7 with software such as Microsoft Office 2003-2010/Outlook in an exchange environment, Internet Explorer, Adobe Acrobat and Reader, • Hardware and peripheral support for Desktops, Laptops, Printers and BlackBerrys.• Setup and diagnose issues with video conferences.• Network relating issues such as LAN printers, internet, Citrix and network accounts• Used Goverlan and Active Directory to help diagnose the issues.• Answered phone calls and e-mails regarding issues while using a call tracking software to track the issues.• Loan out items and maintain the inventory so it is kept up to date• Install software when it was approved• Resolve issues with Virus/Malware and Spam attacks• Provided tutoring on the use of the computer and the applications• Monitoring technical support services to ensure client satisfaction• Deployment of desktop software

• Monitored and ensured that software assets and related processes used within IM are carried out in accordance with legal and regulatory requirements, including IM procedures, standards and guidelines. All done with IBM BigFix.• Experience conducting compliance reviews, identifying exposures, and propose appropriate remediation to ensure compliance with legal and contractual obligations.• Provided internal coordination and supported negotiations, including obtaining software quotes and preparing cost and feature comparisons, with software vendors to procure software licenses, subscriptions and maintenance for software licenses. • Determined requirements, provided support and recommendations to clients, ranging from end user support to senior management, in support of their software needs. • Performed software asset management activities such as analysis of business requirements, preparing, analyzing, procuring and reporting financial information.• Coordinated internal software compliance reviews. • Kept myself abreast of current software asset management best practices, business requirements, corporate contracting, and procurement policies and processes. • Utilized and manipulating advanced features in Microsoft Excel

Ottawa, Ontario

• Help clients with computer related problems in a Windows XP, Windows 7 and 8 environment with software such as Microsoft Office 2003-2010/Outlook in an exchange environment, Internet Explorer, Adobe Acrobat and Reader, • Hardware and peripheral support for Desktops, Laptops, Surface Tablets, Printers and BlackBerrys.• Network relating issues such as LAN printers, internet, Citrix, VPN and network accounts• Participated in meetings to help improve the help desk environment• Used SMS and VPN, remote access software, and Active Directory to help diagnose the issues.• Answered phone calls and e-mails regarding issues while using Marval to track the issues.• Create and maintain accounts• Created CD’s and DVD’s for clients with labels• Loan out items and maintain the inventory so it is kept up to date• Install software when it was approved• Resolve issues with Virus/Malware and Spam attacks• Provided tutoring on the use of the computer and the applications• Help external clients using various tools to diagnose the issues with their web browsers• Knowledge on the NSERC and SSHRC councils • Monitoring technical support services to ensure client satisfaction• Deployment of desktop software

• Provide 2nd level support to clients.• Help clients with computer related problems in a Windows 2000/Novel environment with software such as Microsoft Office 2000 & 2003/Outlook in an exchange environment, WordPerfect 10, Lotus Notes/1-2-3, Norton Antivirus, Internet Explorer, MetaFrame, VPN and Adobe Acrobat.• Hardware support for Desktops, Laptops, Printers and BlackBerrys.• Network relating issues such as LAN printers, Internet connectivity and Novel accounts.• Used Console One to help diagnose the issues.• Answered phone calls and e-mails, then use a software called HEAT to track the issues.• Provided tutoring on the use of the computer and the applications.• Monitoring technical support services to ensure client satisfaction

*Help clients with computer related problems in a Windows XP environment with software such as Microsoft Office/Outlook in an exchange environment, Internet Explorer, Adobe Acrobat and Reader.*Hardware support for Desktops, Laptops, Printers and BlackBerrys.*Network relating issues such as LAN printers, internet, VPN and network accounts.*Participated in meetings to help improve the help desk environment.*Used SMS and VPN, remote access software, and Active Directory to help diagnose the issues.*Answered phone calls and e-mails regarding issues while using Marval to track the issues.*Create and maintain accounts.*Created CD’s and DVD’s for Clients with labels.*Loan out items and maintain the inventory so it is kept up to date.*Install software when it was approved.*Resolve issues with Virus/Malware and Spam attacks.

*Help clients with computer related issues by phone and e-mails, related to the Liberalist software, PC hardware, Windows XP / Vista environment with software such as Microsoft Office / Outlook, Internet Explorer, Firefox and Adobe Acrobat. As well with barcode readers and printer issues.*Trained clients in how to use the Liberalist software.*Create training material for the Liberalist users.*Troubleshoot issues with barcode scanners.*Creating activist codes and accounts for Liberalist as well as for Extranet.*Participated in team meetings in help improve the Liberalist software.

*Help clients with computer related problems in a Windows XP/Novel environment with software such as Microsoft Office/Outlook in an exchange environment, WordPerfect 10, Lotus Notes/1-2-3, Norton Antivirus, Internet Explorer, Netswitcher, NetMeeting, MetaFrame, VPN and Adobe Acrobat.*Hardware support for Desktops, Laptops, Printers and BlackBerrys.*Network relating issues such as LAN printers, internet connectivity and Novel accounts.*Used Console One, remote access software and Active Directory to help diagnose the issues.*Answered phone calls with programs such as ICE and HEAT to track the issues.

*Remove virus with programs such as AVG and Norton.*Malware removal with SmitFraudFix, Process Explorer and PC Surgeon.*Spyware removal software such as Spybot and Super Anti Spyware.*Upgrade PCs/Laptops and build custom PCs.*Diagnose and troubleshoot any hardware and Operating System (XP and Vista) problems.*Fix hard drives issues and retrieve data from corrupted hard drives.

*Help clients with computer related problems in a Windows 98/2000/XP/Novel environment with software such as Microsoft Office suite, Outlook in an exchange environment, WordPerfect 10, Lotus Notes/1-2-3, Norton Antivirus and Internet Explorer.*Installed new PCs with Norton Ghost.*Hardware support for Desktops, Laptops and BlackBerrys.*Troubleshoot network relating issues such as LAN printers, internet connectivity and Novel accounts.*Gained experience with Windows 2000.*Installed, configured, optimized, and documented systems that I installed.*Upgraded computers and Laptops.*Did Backups for the server.*Troubleshooting on hardware and software.*Produced/modified technical documentation for users of Blackberry.*Evaluated and installed Firewall systems.

Certificate, Art

Diploma, 3D Animation/Modeling

Certificate, Webmaster

Certificate, Computer Repair