. Deploy, maintain and manage all aspects of the Technical Support Portal.. Author, maintain, validate and approve all Helpdesk procedures and flow charts.. Train and support Agents in their daily operations.. Manage support daily operations while still acting as an active technical support specialist.. Manage the Support Helpdesk Knowledge Base, create, edit, update solutions.. Handle all Helpdesk technical issues with or without the support application's Vendor.. Configure all helpdesk automations for optimal performance.. Ensure SLAs are respected and updated when required.. Generate reports and analytics for management.

Manage and direct technical support operations while still acting as an active technical support specialist and senior technical writer.• Create and implement policies and procedures• Ensure Service-Level Agreements (SLAs) were respected• Participate in weekly production meetings• Select, implement and manage Helpdesk applications and Customer Portals including connectivity with other internal applications like JIRA and Sugar CRM• Provide on-line FAQ and solutions to customers• Make certain that all documentation was updated and available to customers for each new release• In charge of all releases deliveries• Maintain the company FTP site• Manage Technical Support (External/Internal) function and provided 3rd level support• Staff supervision, recruiting, selection, evaluation, training and motivation• Establish priorities, process and productivity improvements• Customer satisfaction and quality control improvements• Generate monthly reports for billable calls

Roles:1. Set up a technical support environment for an international clientele using Medialcip’s software applications and tools (API, Desktop, and Mobile).2. Author, maintain and review technical documentation for installers, integrators and content designers.• Respond to all customer service requests• Log all details of each customer request via a call management system (OnTime & Freshdesk) • Manage all aspect of the assigned calls until resolution, provide regular status reports to the originators• Research, analyze, isolate, diagnose simple to complex software technical issues, reproduce them, propose solutions or forward to proper escalation channels (development, design)• Maintain call management system (configuration, reports, customer database)• Manage new Releases and Hot fixes’ deliveries• Report bugs and failures as well as suggest improvements to the development or design groups• Support (first level) internal customers (peers) on working environment’s issues (Workstation problems, Windows, Office, OnTime, etc.)• Interface with sales and marketing to provide new features descriptions, customers’ issues, etc.• Author and/or maintain technical documentation (Adobe InDesign and Frame Maker), release notes, installation procedures, integration, configuration, aimed at installers, integrators and contend designers

Supervise the service department as well as all the technical aspects of the business (local computer network, software, telecommunications and controls) for an HVAC (Heat Ventilation and Air Conditioning) contractor.• Manage the service workforce (hiring, scheduling, training)• Author, maintain and implement procedures• Generate maintenance contracts• Supervise new installations• Conduct start-ups and customer’s acceptance of the HVAC systems• Devise job estimates from engineering specifications and blueprints (refrigeration and controls)• Handle deficiencies and warranty service calls• Maintain good relationship with contractors, customers and vendors• Schedule preventive maintenance, service calls and installations according to priorities• Attend request for proposal meetings and report to sales and management• Provide technical expertise (telecoms, computers, network, HVAC controls)• Ensure safety of employees (CSST) and company vehicles (SIMDUT)

NORTEL NETWOKS (Telecommunications) – Ville St-Laurent, Montreal, OttawaSoftware designer – Product supportProvide product support for an IP application that allows service providers to remotely access, configure and maintain telecommunication routers. • Provide third level support (design) to resolve complex problems• Evaluate modification and feature requests, code (Java), test and deliver changes to the customers• Design code and deliver updates• Support System Engineers in their troubleshooting• Act as a mentor to new employeesAccomplishments: Delivered, on a very aggressive schedule, two maintenance releases of a network management tool, in order to add special functionality along with some fixes to problems that where jeopardizing the sale of the product, for an important overseas customer. Earned two company awards for outstanding performance.Software designer – IPsoftware toolsDevelop drivers (SNMP) to support the configuration of third party network elements (e.g. Cisco, BayNetworks) protocols for an IP configuration management product.• Write scripts and modify code (Java) in order to allow third party devices to be configured and maintained with an existing IP configuration tool

Software designer – DMS100Design, code (Protel), test and document features on the DMS100 SS7 switching pub¬lic network from customer’s specifications (e.g. Bell star “*”services).• Ensure products quality following strict ISO 9001 processes• Participate in developing new concepts and create prototypes• Author and support utility Web Pages (HTML, PERL)• Present information seminars on products and solutions to customersTechnical Support Specialist (software)Provide technical support for the DMS-100 CCS7 protocol software modules.• Analyze, isolate and reproduce complex problems in a lab environment. Modify code (Protel) and provide solutions via a patch system• Collect service requests from customers and manage all aspect of the assigned calls until resolutionAccomplishment: Produced and maintained process reference guides that allowed faster ramp up of new employees and promoted knowledge sharing.

Provide remote support to customers, field engineers, business partners and distributors in order to help resolve complex hardware and software problems on their large scale computer clusters (VAX, MicroVax and all peripherals). • Diagnose, identify and resolve customer’s large computer hardware or software problems remotely, using various software tools and technical resources (schematics, knowledge databases, error logs, technical manuals, etc.)• Act as a mentor for new employees• Participate in support forums and newsgroups, as an expert (VAX 6000 & VMS), answering technical questions, giving technical tips as well as advice on troubleshooting actual problems, on the company world-wide networkAccomplishments: Authored advanced troubleshooting guides that simplified the troubleshooting of complex systems using an easy step-by-step approach.Joined a team that started, from scratch, the first Digital Canadian-based Customer Support Centre for the benefit of the customers located in the General International Area (Canada, Latin America, Caribbean’s and Australia).Field Service Engineer (hardware)Handled service calls, on the road, on large scale computers and peripherals, including preventive and corrective maintenance as well as installations.