DOMINIQUE TELLIER
Almonte,ON
Summary
With over 20 years of experience in the fast-paced high-tech industry, I am a fully bilingual IT Helpdesk and Product Support Specialist. For the past 6 years, I have been providing technical and customer support, as well as application support, for e-djuster, a small company that was recently acquired by Crawford and Company in 2021. I have a customer-oriented approach, strong interpersonal skills, and a proven record of accomplishment of delivering high-quality support. I am dedicated, adaptable, and thrive in challenging environments. As a team player, I prioritize customer satisfaction more than anything else.
Overview
29
29
years of professional experience
Work History
IT Helpdesk and Product Support Specialist
Crawford and Company | e-djuster
07.2018 - Current
- Since the fall of 2021, I have successfully facilitated the transition of Edjuster Inc to Crawford and Company
- In this role, I have provided exceptional IT equipment and infrastructure assistance to over 400 internal users, ensuring smooth and uninterrupted operations
- By surpassing call handling targets, I have achieved an impressive 97% resolution rate, demonstrating my ability to efficiently address and resolve issues
- Additionally, I have offered technical support and operational guidance for our SaaS insurance software to both internal and external clients
- Through phone and email support, I have effectively assisted internal employees with IT equipment, software, and services
- Furthermore, I have provided comprehensive maintenance services for computer and electronic equipment, guaranteeing optimal performance
- To ensure prompt resolution of technical issues, I have collaborated closely with technical resources and partners
- Additionally, I have supported the deployment, maintenance, and recovery of cell phones and related services
- Lastly, I have successfully performed on and offboarding of staff, ensuring a seamless transition for new hires and departing employees
- Overall, my dedication to providing comprehensive IT support and maintenance services has contributed to the smooth functioning of the organization.
BUILD AND RELEASE SPECIALIST
Pythian
02.2013 - 11.2017
- My primary responsibility involved compiling Release Versions and Build Patches for custom applications using Bitbucket and Git
- Additionally, I tracked software bug fixes through Jira to prevent any recurring issues in future releases
- I collaborated with the Development and QA teams to ensure that the final production release met all requirements
- Moreover, I successfully identified and managed change management and communication across all affected areas
- In addition to that, I installed hooks for source code control using GIT and was responsible for code build and release on a two-week cycle
- I also built and maintained QA environments and performed daily installs using Jenkins
- This allowed for the deployment of software packages to the QA and Training teams, resulting in increased environment uptime.
CONFIGURATION MANAGEMENT PRIME
Ericsson
06.2011 - 06.2012
- Main responsibilities included conducting monthly patching cycles for various customer products such as GSM (global system for mobile communication) and managing the upload of products in PIWIN/GASK software repository
- Additionally, coordinated designer tool testing and provided support for compile/load build/patching issues to ensure smooth product deliveries to customers
- Offered exceptional support to the R&D team in identifying root causes of store allocation SWERRS, leading to improved customer satisfaction.
SOFTWARE INTEGRATION PRIME
Ericsson
04.2010 - 06.2011
- Closely collaborating with the IT team, I successfully orchestrated the transfer and installation of build hardware from Nortel to Ericsson, minimizing disruptions to production schedules
- To align with the build process specifications set up in Nortel, I established the necessary software and hardware configurations in Ericsson
- With limited available resources, I configured software production HP servers, 15 build nodes, and managed over 1 TB of data
- Additionally, I implemented patching systems, validated production streams, and modified more than 100 configuration management build tools
- I addressed and resolved any script issues involving PERL, SHELL, JAVA, and CSH wrappers, ensuring smooth toolset functionality
- Furthermore, I played a key role in setting up load build Control nodes with HPUX11 OS, facilitating the rebuilding of the load build pool
- In collaboration with the team, I successfully relocated 45 MAC's G4 and G5 from Richardson, Texas to Montreal, Quebec
- By following proper processes and documentation, I ensured team readiness for quality audits and compliance with ISO9000 standards
- Lastly, I successfully completed a multi-million-dollar project to migrate to the Software Development environment within the specified period.
SOFTWARE PROCESS ENGINEER
Nortel
05.1995 - 04.2010
- Throughout a decade, I consistently achieved top performance ratings and saved Nortel a significant amount by centralizing storage capabilities and streamlining data
- I also implemented strategies that reduced errors and delivery times by 50%
- My dedication to configuration management, loadbuilding, and continuous improvement principles led to successful deliverables for GSM
- I maintained a pool of servers and provided support for the UNIX environment, resulting in a significant reduction in pager calls
- My commitment to automation and high-quality builds earned me spot awards for customer satisfaction and peer assistance
- Lastly, I took on the role of mentoring and training new loadbuilders.
Education
Electronic Technician - Electrical And Computer Engineering
La Cité Collégiale
Ottawa, ON1990
Skills
- HARDWARE: UNIX, LINUX, SOLARIS, MAC, MOTOROLA, PC
- NETWORKING: TCP/IP, UDP, Strong knowledge LAN Administration
- OPERATING SYSTEM: HPUX11, LINUX, SOLARIS, WINDOWS 10-11, CENTOS, IOS
- SOFTWARE: Microsoft Office Suite, Microsoft admin, Google Workspace, SharePoint, Google admin, Easy Vista, Freshdesk, TeamViewer, Anydesk, ESET, Trellix, McAfee, Computrace, VOIP - Sonar, Ring central, VNC, EXCEED, SSH, HTML, PERL, SHELL, BASH, JAVA, CSH wrappers, Jira, GIT, SVN, Jenkins, VMware, Bitbucket, Salesforce, SQL developer, Sourcetree, Agile, Confluence, Bomgar
- Remote Support
- Telephone support
- Hardware troubleshooting
- Service Desk Operations
- Application support
- CRM Software
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Problem-Solving
- Help Desk Support
- Friendly and Patient
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
IT Helpdesk and Product Support Specialist
Crawford and Company | e-djuster
07.2018 - Current
BUILD AND RELEASE SPECIALIST
Pythian
02.2013 - 11.2017
CONFIGURATION MANAGEMENT PRIME
Ericsson
06.2011 - 06.2012
SOFTWARE INTEGRATION PRIME
Ericsson
04.2010 - 06.2011
SOFTWARE PROCESS ENGINEER
Nortel
05.1995 - 04.2010
Electronic Technician - Electrical And Computer Engineering
La Cité Collégiale
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