I am a Technical Support Specialist with experience in troubleshooting, system administration, and customer assistance across IT and telecom environments. I focus on diagnosing hardware, software, and network issues and delivering efficient, user-centered solutions.
I have worked in roles that required me to manage user accounts, resolve incidents, and maintain system performance. My background includes supporting end-users, handling technical requests, and improving issue resolution time through clear communication and structured problem-solving.
In my recent experience as a Technical Sales Specialist at NTT Data Inc., I supported product and service offerings, resolved technical problems, verified customer information, and handled outbound technical calls for existing account holders. This role strengthened my ability to combine technical knowledge with customer-facing communication.
Previously, as a Technical Support Representative at Majorel, I diagnosed and resolved hardware, software, and network issues in Windows environments. I also worked with Active Directory, VPN access, DNS, TCP/IP configurations, password resets, software installations, and system configurations.
I also gained experience as a Content Moderator at Majorel, where I documented cases, monitored user activity, investigated suspicious issues, and escalated technical or policy-related concerns. This helped me develop attention to detail and a strong sense of process improvement.
I am currently pursuing the Google IT Support Professional Certificate and have completed an AEC in Informatique De Gestion at Institut Teccart in Montréal. I speak English and French at an advanced intermediate level and continue to build my technical skills in support, networking, systems, and basic programming.
Leveraged program tools and processes to illustrate benefits of service and product offerings; resolved and troubleshot technical problems related to products and services; estimated costs of activating and maintaining equipment and/or service; verified and updated customer information using client databases; handled technical outbound calls for existing account holders.
Delivered technical guidance to end-users; diagnosed and resolved hardware, software, and network issues across Windows environments; managed user accounts, permissions, and access using Active Directory and internal systems; troubleshot VPN, DNS, and TCP/IP connectivity issues; assisted with password resets, software installations, and system configurations.
Documented cases and contributed to improving internal processes and workflows; monitored and analyzed user activity to identify security risks and policy violations; investigated and escalated technical or suspicious issues; used internal reporting tools to flag harmful content; suggested process improvements for better moderation efficiency.
AEC in IT Management
Education focused on IT support, SQL databases, programming, information systems, and technical problem-solving, with development of skills in systems administration, data management, and end-user support.
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