Summary
Overview
Work History
Education
Skills
Additionalinformation - Keyachievements
Timeline
Generic

ERIC GAVELIN

MERVILLE

Summary

Results-driven IT professional with over 16 years of experience in desktop support, network administration, and technical troubleshooting. Proficient in providing exceptional service and solving complex hardware, software, and network issues. Proven ability to work in high-security environments and to support critical business systems with a focus on efficiency, security, and client satisfaction. Adept in liaising with stakeholders to deliver solutions that meet and exceed expectations. Experienced in managing both end-user support and vendor relationships, with strong attention to detail and a professional, customer-focused attitude.

Overview

19
19
years of professional experience

Work History

Network Technician

City of Courtenay
10.2016 - Current
  • Provide end-user support for a network of 300+ users, resolving complex hardware, software, and network issues
  • Ensure system security and access controls through Active Directory, maintaining compliance with best practices and policies
  • Troubleshoot and resolve technical problems related to servers, virtualization (VMware), and network infrastructure
  • Collaborate with stakeholders to assess business requirements, recommend solutions, and implement technical improvements
  • Manage system documentation, service requests, and asset records, ensuring accuracy and compliance with organizational standards
  • Schedule and oversee external consultants and vendors, ensuring timely delivery of services and solutions
  • Train end-users on various systems and applications, adapting to their level of technical ability
  • Perform general system administration tasks, including user account management, security configurations, and system monitoring.

ICS Technician

Northwest Community College
11.2012 - 10.2016
  • Provided desktop and network support to over 300 users, resolving a wide range of technical issues
  • Implemented and maintained secure access to network services, ensuring data protection in a high-security educational environment
  • Managed the deployment and troubleshooting of virtualization platforms (VMware), Microsoft technologies (Windows Server, Active Directory), and network systems
  • Assisted in the installation, configuration, and maintenance of server hardware, RAID systems, and other critical infrastructure
  • Led training sessions for end-users on new applications and system upgrades, tailoring sessions to different skill levels
  • Maintained detailed logs of service requests, asset management, and user documentation in line with institutional policies.

Desktop Support Tech

CGI (Client: Rio Tinto Alcan)
02.2012 - 11.2012
  • Provided dedicated desktop support within the Automation Department, managing legacy system transitions to standardized environments
  • Implemented and maintained a Standard Operating Environment (SOE) to streamline operations and improve system reliability
  • Delivered high-quality end-user support, resolving technical issues and ensuring user satisfaction.

Help Desk Support Analyst

Coast Mountain School District
05.2009 - 01.2010
  • Delivered deskside and remote support for school district staff, ensuring rapid resolution of technical issues
  • Managed network installation and troubleshooting, including structured cabling and network hardware support
  • Documented technical processes and user guides to assist non-technical staff in resolving common issues.

Field Service Tech (BC Northcoast)

Microserve
05.2008 - 05.2009
  • Provided onsite desktop system support for provincial government clients, focusing on high-priority users such as court and police staff
  • Diagnosed and resolved complex hardware and software issues, ensuring minimal downtime for critical systems
  • Developed technical documentation for non-technical users, improving their ability to self-manage common problems.

Data Center Technician

Q9 Networks
09.2005 - 04.2007
  • Network equipment configuration and deployment (switches and routers)
  • Asset management
  • Backup and recovery management
  • Structured Cabling
  • Server deployment.

Education

Network Technician Certificate -

Southern Alberta Institute of Technology (SAIT)
12.2004

Computer Information Systems Diploma -

College of New Caledonia
12.2003

Skills

  • Technical Troubleshooting
  • Virtualization
  • Microsoft Technologies
  • Network Fundamentals
  • High-Security Environments
  • Client Communication
  • Vendor Management
  • End-User Training
  • Attention to Detail
  • Project Management

Additionalinformation - Keyachievements

  • Successfully managed multiple network and telephone upgrade projects, ensuring seamless integration with existing systems.
  • Implemented a Standard Operating Environment (SOE) for a large enterprise, reducing system variability and improving overall stability.
  • Developed technical documentation that improved user self-service and reduced help desk call volume.
  • Current Government of Canada reliability status security clearance

Timeline

Network Technician

City of Courtenay
10.2016 - Current

ICS Technician

Northwest Community College
11.2012 - 10.2016

Desktop Support Tech

CGI (Client: Rio Tinto Alcan)
02.2012 - 11.2012

Help Desk Support Analyst

Coast Mountain School District
05.2009 - 01.2010

Field Service Tech (BC Northcoast)

Microserve
05.2008 - 05.2009

Data Center Technician

Q9 Networks
09.2005 - 04.2007

Network Technician Certificate -

Southern Alberta Institute of Technology (SAIT)

Computer Information Systems Diploma -

College of New Caledonia

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