Jacques Bourque Email & Phone Number

New Brunswick, Canada

Halifax, Canada Area

o Provide first line of support to end users relating to Windows, MS Office and a range of other software.o Act as team lead for remote tier 1 and tier 2 support for a large healthcare client.o Create, monitor and assign Service Now tickets.o Complete new user setup by creating an Active Directory and Exchange account, granting network folder access, building a VDI in vSphere, installing all required software and finally administering a RSA token.o Create and manage user account for multiple systems such as CRM, Proofpoint, MOVEit DMZ and Linux.o Provide remote assistance with LogMeIn, Skype or WebEx.o Use PowerShell to create scripts, query and make updates in AD and in Exchange. o Responsible for maintaining procedural documentation.o Attend team meetings and inform rest of onsite staff of important changes.

Calgary, Canada Area

o Provided support to end users relating to hardware and software.o Performed mobile device deployment and support (iPhones).o Built workstations, including imaging and software installs.o Used Active Directory for troubleshooting, and moving workstations to different organizational units.o Performed new equipment setups, including moves and de-provisions.o Used SCCM to add users and workstations to application collections and to run reports to gather information about certain computers.o Used SCCM Remote Control Viewer and RDP to remotely troubleshoot issues.o Monitored the service ticket queue in the ticketing system (SCSM), and prioritized the tickets based on their impact.o Created and updated service tickets. o Collaborated with other teams such as the service desk, network services and Tier 3 support to resolve issues.

Calgary, Canada Area

o Deployed encryption software on all Windows and Mac computers in the CBE.o Provided training to teachers and staff by doing presentations and giving individual sessions.o Gave in person, email and phone support to staff about encryption and other IT issues.o Troubleshot various hardware and software issues with Macs and PCs.o Ran SCCM reports to gather information about problematic computers.o Used ARD and RDP to remotely install applications and fix issues.o Created status reports and sent them out using Outlook and HEAT.o Completed ticket assignments.

Calgary, Canada Area

o Part of the company-wide Windows 7 upgrade project.o Responsible for generating SMS/SCCM reports to determine the end user’s application needs.o Coordinated between deployment technicians and users to schedule Windows 7 deployments.o Recorded and managed deployment data.o Worked on resolving incompatible applications, including testing with end users, virtualizing applications using Symantec Workstation Virtualization, and installing programs on Virtual Machines.o Imaged computers with Windows 7, and installed applications required by the end users.o Performed Windows 7 deployment by doing Windows Easy Transfer and ensuring the new computer is performing to the user’s satisfaction.

Calgary, Canada Area

o Worked on the company-wide Windows 7 / Office 2010 migration project.o Researched programs used by the employees using Microsoft SCCM.o Responsible for contacting all French speaking employees, and some English speaking employees. o Determined which programs are important by doing research, and talking with the user.

New Brunswick, Canada

Custom designed and assembled computers based on customer needs.Researched problems to implement efficient solutions.Train users for various consumer software products.Advise customers about computer and software purchases.Repaired various computer software problems such as viruses, and many other malfunctioning programs, and also hardware issues.Provided technical support to clients for computers and other electronics.