Experience

Ubisoft
• France
• Computer Games
• 700 & Above Employee
• Online Programmer - Support Specialist

  • Jun 2020 - Present

TMX Group
• Canada
• Financial Services
• 700 & Above Employee
• DevOps Analyst

  • Jul 2018 - Jun 2020


AppDirect

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Dec 2016 - Jun 2018

  - Oversee resolution of all technical issues coming from channel partners and isvs, including high-urgency issues requiring developer assistance - Maintain detailed documentation ranging from knowledge base articles, to live logging of incidents for post-mortems - Work closely with channel managers and technical account managers on training and oversight for resolution of channel technical support requests - Serve as either primary or backup on-call for urgent channel issues at all times - Ensure sla obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion - Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions - Work closely with internal developers to stay up to date on product features, changes, and issues - Turn channel partners into evangelists for the appdirect white label marketplace solution Show less



Cofomo

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Application support Analyst

  • Jan 2015 - Dec 2016

  Software Specialist/Level 2 Support - Provide maintenance of Servers (PROD/DEV/QA) also via alerts and monitoring tools make sure continuous integrity of all applications. - Serve as point of contact on implementations inquiry from others development team which could possibly impact the Agile methodology within the group. - Maintain configuration accuracy within the applications for integrity test teams. - Produce and maintain script to proactive troubleshoot server / application issues. - Provide deployment of upgrades / patches to all ecosystem - Maintain an up to date knowledge base of applications functionality, troubleshooting steps and best practices - Provide data accuracy report Achievements - Maintain and improve deployment scripts for each application and application servers via bash - Provide accurate test scenarios and results to integration teams - Create and maintain monitoring tools Technology Involved: Ubuntu, Jenkins, Tomcat, Java, Oracle DB, MYSQL. Show less



Nakisa

• Canada
• Software Development
• 200 - 300 Employee

• Software Specialist

  • Nov 2013 - Jan 2015

  - Serve as point of contact for the implementation team while assisting customers with all technical issues not resolved by the support group - Prioritize severity of issues reported by Support or direct customers; replicate build environments for testing and evaluation of problems. - Create a knowledge base of SAP transaction codes for faster troubleshooting and product deployment configurations. Ensure that related documentation correctly outlines the full functionality of our software. - Work closely with all company departments to track status releases, consistently maintaining Nakisa standards. - Continuously deliver top-level customer support while addressing the technical needs of a diverse client base. Achievements - Created a system landscape for all Nakisa products, improving flow of releases. - Led efforts to streamline maintenance of all NetWeaver Servers. - Maintained and updated a knowledge base for new employees joining the group. Technology Involved: Tomcat, IIS, WebSphere, NetWeaver, VersionOne API, Java, Windows Server R2, Oracle DB, MYSQL, SAP Transaction Codes. Show less



Silanis Technology

• Canada
• IT Services and IT Consulting

• Software and Application Specialist

  • Nov 2010 - Nov 2013

  - Directly responsible for receiving, logging and responding to internal support requests as they relate to the Silanis VMware virtual image library and R&D server lab, delegating team priorities and ensuring prompt issue diagnosis/ resolution. - Reproduced customer issues in the Testing Lab, proceeding with the escalation process if problems were beyond my scope of knowledge. - Utilized well-developed technical skills to provide remote technical assistance involving software installation, setup, configuration and troubleshooting. - Maintained detailed log activities of each case being investigated in the CRM system. - Developed technical documentation, wrote FAQs and created/updated a knowledge database to assist in future help requests. Achievements - Took the lead in reaching a higher number of clients for a new line of business by doing what? - Significantly increased customer satisfaction through prompt resolution of issues, especially during off-hour outages and high-severity cases. Technology Involved: eSXI Server, Windows Server R2, FTP Server, Windows Server OS’, Salesforce , Debian, RHEL, CentOS, WAS/Apache, MS Office 2007 - 2013. Show less



Ajilon Consulting Inc., Montreal

• Information Technology & Services
• 1 - 100 Employee

• Help Desk Analyst

  • Sep 2009 - Jul 2010

  - Promptly addressed customer inquiries by phone or email with information relating to product operation, system configuration or set up, product functionality, enhancements and service or warranty assistance. - Maintained an in-depth understanding of Microsoft Active Directory to allow for efficient troubleshooting and administration. - Provided installation and troubleshooting through remote assistance to customers overseas. Achievements - Consistently delivered comprehensive technical support during times of staffing shortages. Technology Involved: Microsoft Windows OS - 2000/XP/VISTA /7, MS Office 2003 - 2007, Windows Server R2. Show less



SITA

• Switzerland
• IT Services and IT Consulting
• 700 & Above Employee

• Help Desk Analyst

  • Aug 2008 - Sep 2009

  - Conducted research into unresolved technical issues using internet, product specification information, service manuals/bulletins and communication with other Customer Care Agents, Supervisors, Managers and Quality Assurance. - Provided feedback and suggestions on policy or procedural changes, requesting (if necessary) additional tools or training with a goal of continuous improvement in the department. - Prepared all required logs and documentation in a timely manner; made changes and/or additions to manuals, if warranted. Achievements - Played a key role in assisting field engineers in managing critical situations worldwide. - Enhanced global customer satisfaction by responding to inquiries in English, French, Spanish and Portuguese. Technology Involved: Microsoft Windows OS - 2000/XP/VISTA /7, MS Office 2003 - 2007. Show less