Management of obsolescence and lifecycle of the City of Montreal's computing equipment. Support for on-going migration to the Office 365 suite. In charge of level 2 technical incidents. On-site intervention to repair hardware and software issues on desktop&laptop computers. Subject-matter expert on management of Apple devices (Mac, iPhone/iPad). In charge of integrating Mac devices within WorkspaceOne UEM.Skills : MDM Vmware Workspace One.Azure Active directory; Network & System administration, Powershell scripts, technical incidents managements; hardware repairs. Customer Service.

Technical environment : Office 365, Veeam backup, Active Directory & Azure Active Directory, virtualisation, Windows 7/10/11, Windows Server 2019. Fortínet VPN. SentinelOne.

Provide support to end-customers by doing hardware maintenance on PC and laptops ; replace faulty parts and troubleshoot the issues with the customers. Provide training on softwares such as Windows 7 , 8 , 10 ; Microsoft Office suite. Educate my customers on cybersecurity , firewalls and antivirus , malwares , ransomwares ; phishing attempts...Installation and integration of hardware components, implementation of network for small companies ( LAN , WAN , Wifi )

Worked with patients who suffered with mental health conditions. Trained other social workers and provided guidance to patients and families on how to recover from challenging situations by using various novel approaches such as Wellness Recovery Action Plan, Advanced directives..

- Open PaaS implementation : Work on a project that is dedicated to enterprise collaborative applications deployed on hybrid clouds (private / public). -Evaluate and select hardware & software as well as COTS best fit for the projects.-Implementation and testing of a open-source , Asterisk Based , ToIP solution ( in a datacenter and virtualized environnement ).-Participated during my internship in different R&D projects including Channel Bonding NIC interfaces with Linux. -Networking monitoring and performance tests with various tools, pen-testing.

Bilingual position. ( French & English )As an iOS and CPU French & English Technical Advisor my role is to provide top-quality customer service to Apple customers on Apple Products , systems , peripherals and software.I always strive to deliver the best customer service experience by providing and maintaining strong professional relationships with all of Apple’s customers and show empathy for the customer at all times by using soft skills. I have to follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognising more complex problems and escalating accordingly.My role also involves communicating proactively and positively with team members, customers, and other partners.I've achieved outstanding performance and metrics in my current position. My current combined Customer Satisfaction is 96% for the past year and have reached all targets as well as KPI's that have been assigned to me.