CHARLES MARTINEAU

• Support clients activating mobile devices (Android and iOS) using Enterprise Device Mobile Management (EMDM)
• Registering devices on the EMDM server
• Setting-up optional encrypted / decrypted secured emails
• Registering clients on Office 365 MS Teams
• Providing 2nd level support for software/hardware related issues including Active Directory account unlocks, password reset requests, MS Office 365 suite wireless adapter issues, unresponsive keyboards, docking station vs laptop interaction issues and others
• Occasional on-call support for VIP / Executive clients during weekends and holidays
• Accomplishment: Mobile device evergreen project. As part of product lifecycle support I successfully helped to replace mobile devices for over 80 employees within the department

• Provided first level remote support to Department employees across Canada through by phone and email
• Hardware and platforms: Win10, MS Exchange, Enterprise Mobile Device Management (EMDM), MS System Center Configuration Manager (SCCM), iOS devices, Samsung phones, Surface Pro tablets and HP, Dell and Toshiba laptops
• Software: MS Office 365, mobile and desktop MS Teams, Lotus Notes, Entrust, VPN connections using Cisco AnyConnect, MS Teams, Desktop Outlook, Android & iOS Mail App and others
• Managed Active Directory user accounts including password resets, unlock requests, expiry extensions and others
• Supported Departure Team: processed tickets for all types of employee leaves including permanent, temporary, parental, sick and others
• Mailbox backups upon request
• Accomplishment: Processed 60 requests per month while taking calls and emails for the IT Service desk as needed - Received multiple complimentary comments from various management levels for the quality and accuracy of these processed requests
  

• Worked under the Canada Post and Innovapost account
• Accomplishments: Served over 500 clients at multiple Innovapost and Canada Post locations in the National Capital Region
• Performed inventory asset management
• Successfully upgraded clients’ laptops and desktops computers through refresh project every 3 year (copying data, installing required software(MS Office 2013), emails, setting up LAN printer driver and VPN software, Win7 to Win10 upgrade)
• Troubleshot software / hardware issues (system unstable due to malware, defective hard disk, low disk space, application conflict, outdated driver, conflict caused by unsupported hardware)
• Coordinated part replacements through warranty process
• On-call support every 3 weeks providing assistance to field technicians across Canada (Summer 2019-Summer 2020)
• As of June 2020 – Was re-assigned to IT helpdesk agent as result of COVID-19 pandemic supporting Canada Post, Innovapost and Purolator staff(Win10, iPhone and Samsung phones MS Office 365 support)

Refer to Annexes

Supported various government systems and applications (Mainframe, print servers, pay and pension systems and more)

Supported Bell Business clients for the Voice Over IP Services

Supported Bell Business Internet clients across Canada for dialup and Highspeed Internet access services

• November 2014 – December 2014 Brookfield Renewable Power (QSI)
• May 2014 – October 2014 House of Commons (Zylog)
• March 2014 – May 2014 Department of National Defense Canada (Excel)
• January 2014 – February 2014 Transport Canada (ASG)
• November 2013 – January 2014 Department of National Defense Canada (Maxsys)
• June 2013 – November 2013 IT Central Helpdesk (Royal Canadian Mounted Police)
• February 2012 – June 2013 IT Centre (IBM – Agriculture and Agrifood Canada)
• October 2011 – January 2012 Bruyère Continuing Care