简介：

Education/Certification
Professional Experience
2008 - 2010 TELUS ¨C DNA Specialist.

Missions Answer frontline technical calls.
2010: ITIL v3 foundation

Resolution of technical issues on different platforms
Certification

(sms, mms, voice, data etc).

Performed above & beyond by:
2006: Suse Linux Admin,
o Helping my colleagues improve their stats by
Novel education certificate.
providing tips n tricks on multitasking and best

practices.
2006: A+ Certification,
o Working on different projects such as:
Comptia.
Data Credit management: Review credits given

to client by making sure they are legit and
2005: Helpdesk Analyst,
properly coded.
Helpdesk Institute.
Credit reduction: Analyse and create training

documents on soft skills & negotiating skills in
1996: High School Diploma
order to minimize the amount of credits given to

clients.

DNA escalation: provided a way to extract raw
data f rom custom outlook forms.


2007- 2008
CGI ¨C Project integrator for Canada Post support centre.
Award
Missions Implement new projects in the support centre.
The project integrator is responsible for the deployment
2010 TELUS: HIP Award
of projects at the support centre level (e.g.: new software
2010 TELUS: Leading Star
to be supported by the support centre).
2009 TELUS: Leading Star
Key roles of the project integrator consist of:
2007 CGI: Excellence Award
o Provide Cost estimate based on:
FTE required
Creation of the training documentation.
Key Skills
Trainings needed
Attend to meetings.
Travelling cost (if necessary).
Management: Leadership,
o Gather all required information for the creation of the
taking ownership, good
training documents.
motivator, t raining &
o Schedule trainings with the scheduling team.
coaching, organized, good
o Provide the training to Tier II support.
planner, good sense of
o Attend daily/weekly meetings and "Lessons learn ed"
humor.
(at the end of the project).
Networking: cabling,

protocols (TCP/IP, SS7),
2004 - 2007 CGI ¨C Team Leader / SPOC corporate client escalation.
Lucent, Nortel, Cisco routers
Missions
Perform manager tasks and corporate client escalation.
& switch (basic

Responsible for the management of the clients
configuration).
escalations mailbox used by "corporate client account
Software: Windows, Linux,
directors" to report concerns or complaints about the
SAP, W ireshark, Netscout,
services provided by the Support centre
Geoprobe, Putty, Mainframe,
If a complaint is received, the team leader need to:
AS/400, Office suite, MS
o Listen to the call & Review the ARS ticket
Project, Visio, Action Request
o Meet with the agent who took the call
and more.
o Build an action plan containing steps taken to rectify

the situation (e.g.:
LANGUAGES
extra training)

o Inform account director of the action taken and
request a "confirmation of satisfaction" for future
French
reference.
English
It is to be noted that during my 2006 annual evaluation,

I received the score "exceed expectation" for the quality
of my work and client relation.