Mathieu Le François Email & Phone Number

Ottawa, Ontario, Canada

Responsible for providing superior customer service for clients using Dual Code’s Software as a Service (SaaS) customized Learning Management System (LMS) servers and systems.Responsible as a second level technical support avenue for clients for the configuration, optimization, customization and investigation of any issues, concerns, or new features.Understanding of client needs, business needs, developer needs are essential for this position in order to bridge project gaps and ascertain effective implementation strategies.

Toronto, Ontario, Canada

Provide support to PC Financial, Joe Fresh (Loblaws) users downtown and Choice Properties REIT usersProvide assistance with Blackberry, Android, iPhone related issues/set up (configure devices, troubleshoot and backup devices)Provide desktop support (re-image computers, upgrade operating systems, resolve software and hardware issues)Troubleshoot and document the resolution of issues, whether they be software, hardware, printer, network, etc.Liaison between corporate users and hardware vendorsTest new mobility hardware and software on corporate networkProvide walk-up service for users who need immediate assistance with desktop or mobilityWork alongside network and server teams to ensure applications and network issues get resolved in a timely manner

Toronto, Ontario

- Seamlessly process, fulfill and coordinate daily multiple standard requests (50+ tickets) components for the user- Provide client service/support to internal Government employees resolving issues- Support both Windows and OS X (Macs) for software and hardware issues- All requests are logged, tracked and resolved in internal ticketing system- Perform password resets in Active Directory for Ontario government employees- Participate in meetings regarding improving best practices and productivity - Process, fulfill, and/or coordinate standard service request types (move, add, change) for the ITS infrastructure services- Quickly and efficiently service standard requests through a separate channel of pre-defined approvals and qualification processes- Ensure the final closure of incidents/tickets to the client’s satisfaction - Respond to user inquiries, investigate and analyze problems, develop solutions and/or action plans, and liaise with users and other technical support staff to resolve problems- Liaise with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support)- Use remote control to resolve incidents and provide assistance when possible.- Use an incident and service request tracking database system for call management, escalation and follow-up, and to analyze trends (Remedy)- Act as a central processing point to pro-actively monitor all requests versus commitments to the end user- Reduce cost to the organization and consumer through rigorous organizational control methods for standard requests- Supply information to users regarding requests’ service and procedure availability - First level support for incidents and service requests including hardware/software

Toronto, Canada Area

- Manage telecom system for the Toronto office for 200+ employees- Maintain servers constant to ensure reliable service- Responsible for procurement of all hardware/software for Canadian offices- Install software on end users desktops - Troubleshoot and support Macs - Support being installing software, setting up peripherals, network issues. - Deployed updates/changes to web servers with SQL- Developed a good understanding of SQL and scripts- Plan for future growth and software deployments- Keep a licensing inventory up to date - Consult user guides, manuals and search engines (Google) for solutions- Handle some quality assurance tasks to resolve bugs and to better plan for future developments/enhancements