Terry Boccarossa Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

• L3 Technical Support• Intune application deployment• Re-Imaging laptops when corrupted.• Troubleshooting Google Sync (Sync between Active Directory and Google Admin)• Papercut Troubleshooting (Printers and others)• Deploying scripts to help L1’s navigate AD easily (Search by user, by employeID or any field necessary for the search).• Offboarding Manager, supervising of deactivating accounts throughout all of our systems• Admin support for Zscaler● L2 Technical Support• Double check of tickets made by the N1s• Training on various software for L1s• Training plan for different L1 technicians• Listening to calls, analyzing calls and discussing with the technician in question● L1 technology support for agents, recruiters, managers.• Computer station problem• Installation of various software• Investment software support (ConneXt)• Jira ticket creation, Automation and other issues.● Responsible for processing all incoming tickets in our service desk system (daily task) and answering support calls and chats from customers● Review customer provided support tickets● Triage ticket to the right department after an escalation.● Validate ticket content and gather from caller all required information and artifacts (steps to reproduce, logs, screenshots) if missing● Work with support by learning to understand software solutions and troubleshooting basic issues● Create and distribute appropriate knowledge base (KB) articles to ServiceDesk team and customer where appropriate● Experience with the following applications: ● Google suite apps (mail, calendar, contacts, google admin)● Microsoft Office (Excel / PPT / Word / Outlook)● ITSM tool (Service Now, HPSM, BMC Remedy)● Altassians products (JIRA & Confluence)● Azure● Windows10● Technical Environment • JDE, ConneXt, Connect Leads, teamviewer, Zoho Assist, Intune, Bell Total Connect, Jira Board, High priority Board, ODCC, Deskpro, Service Now, Workday, 4Safe, SHL, Ausy-tool.

Ville St-Laurent, Quebec, Canada

IT Helpdesk Technician

Montreal, Quebec, Canada

Kirkland, Quebec, Canada

- Troubleshoot servers using MySQL and PostgreSQL. - Installed and set up servers for customers. - Travel to the USA to install hardware and scanner. Completed validation documents to certify the hardware and software.- Various methods of client service delivery, over the phone, email, zoom meetings & Webex. - Ability to work independently and remotely from home. - Ability to learn new and foreign software quickly and on the job. - troubleshooting knowledge of Microsoft Windows operating systems(Windows Server 2008/2012/2016, Windows 7/8/10)

Montreal, Quebec, Canada

Troubleshoot technical client issues transferred from all other departments.These voice or data issues can be as simple as power cycling a phone, to having to log trouble ticket to triage.- Overnight Helpdesk; answering questions from frontline Data Network Analysts, logging all calls and the reason the Agent called, used to evaluate the problem-solving skills of these Analysts, as well as my performance. - Trouble ticket triage; filtering through the trouble tickets to evaluate their validity. If considered valid, forwarded to the appropriate Engineering Team. If deemed invalid, would resolve issue directly.

Laval, Quebec, Canada

Collecting for telecommunications companies