Felix Musaidizi
Laval,Canada
Summary
Bilingual I.T professional with extensive customer service experience. Strong people skills enhance ability to exceed client expectations and drive business success. Seeking a challenging role to leverage technical expertise and contribute to organizational goals.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Freelance I.T specialist (remote)
01.2024 - Current
- Troubleshot software configurations remotely to resolve user issues.
- Installed and relocated computer stations and printers to optimize workspace.
- Assisted users with technical issues in conference rooms.
I.T User Support Officer (Remote)
Allstate Canada ACG
01.2022 - 12.2024
- Provided remote I.T. support for Allstate users across Canada, USA, and India.
- Coordinated remote dispatching of IT support requests to appropriate technicians., Installing & maintaining I.T. equipment on various sites.
- Remote troubleshooting of software configurations.
- Executed installation and relocation of computer stations and printers at various sites. new computer stations and printers.
- Conducted remote troubleshooting of software configurations to resolve user issues. software configurations.
I.T Technical Officer
Good Food Market
10.2020 - 12.2021
- Supported I.T operations for new facility and cloud stores, ensuring seamless integration and functionality.
- Installed and maintained I.T equipment across new and existing sites to ensure operational readiness.
- Imaging desktops, laptops, printers & scanners.
- Installing/moving new computer stations and printers.
- Troubleshot software configurations and contributed to I.T project development, enhancing system performance.
I.T Deskside Support Engineer
Fujitsu/Via Rail
02.2020 - 10.2020
- Provided level-2 and level-3 I.T support for desktops and laptops to Viarail staff and VIP, ensuring seamless operation.
- Resolving LAN and VPN issues to ensure connectivity to the Corporate network.
- Performed imaging of computers for new employee setup for new employees from all train Stations.
- Installing/moving new computer stations and printers.
- Troubleshot software configurations and contributed to development of I.T projects, enhancing system functionality.
- Delivered technical support to VIP users in conference rooms, facilitating smooth presentations and meetings.
I.T Field Support Specialist
HCL/Pepsico
07.2019 - 01.2020
- Delivered level 2.5 technical solutions to Pepsico employees and VIPs, enhancing user experience.
- Providing break-and-fix solution for broken pcs & printers.
- Providing break-and-fix solutions for broken pcs & printers.
- Maintaining and Imaging computers for Pepsico employees.
- Assisted VIP users with technical support in conference rooms.
I.T Deskside Support Engineer
Modis/Via Rail
11.2018 - 06.2019
- Provided level-2 and level-3 I.T support for desktops and laptops to staff and VIP.
- Resolving LAN and VPN issues to ensure connectivity to the Corporate network.
- Imaged computers for new employees at all Viatrain stations.
- Installed and relocated computer stations and printers, ensuring optimal setup for operational efficiency.
- Troubleshot software configurations and contributed to I.T project development, improving system functionality.
- Troubleshooting software configurations and participating in development of I.T projects.
I.T Field Support Specialist
COMPUCOM/CN
09.2017 - 10.2018
- Providing Technical and troubleshooting assistance to CN Employees
- Staged and imaged PCs for deployment across USA and Canada to support operational readiness
- Testing and repairing computer equipment returned from users
- Built machines in lab for employee use, facilitating a seamless onboarding process
- Imac Installing various office devices such as printers, tablets & laptops.
I.T Deskside Specialist
IBM/Air Canada
02.2016 - 08.2017
- Providing Technical and troubleshooting assistance to international clients
- Remotely supported Air Canada staff globally, ensuring seamless operations
- Created and configured new computer images for Air Canada devices
- Installing Printers and other Air Canada devices on Imac tickets
I.T Help Desk
Mosaic
01.2014 - 12.2016
- Providing Technical and Troubleshooting assistance to Staff in Canada & USA
- Remotely guiding users on multiple computer functions. Active Directory, Service now tickets system, TCP/IP, LAN/WAN, Installing Windows, Formatting new computers, Installing Printers and other office devices on Imac tickets
- Troubleshooting handheld devices, Tablets, Laptops and Desktops
- Provided remote assistance to users for troubleshooting computer functions. on multiple computer functions. Active Directory, Service now tickets system, TCP/IP, LAN/WAN, Installing Windows, Formatting new computers, Installing Printers and other office devices on Imac tickets
Technical Support Agent
Shaw Direct
10.2006 - 11.2013
- Providing online technical and troubleshooting service for satellite users
- Solving technical malfunctions and dispatching live technician
- Guiding customers on functions of satellite TV
- Answering telephone inquiries regarding Shaw products and billing
- Upgrading & downgrading services upon request
- Promoted and sold features, advantages, and benefits of Shaw products, driving customer engagement
- Seeking opportunities for additional sales with new and existing customers
Technical Support Agent
Frisco Bay ATM
01.2004 - 08.2006
- Monitored ATM machines for remote diagnosis, ensuring timely identification of issues
- Analyzed and troubleshot malfunctioning ATM terminals to restore functionality
- Coordinated dispatch of armored cash carriers and mobile technicians for effective issue resolution
- Configured ATM machines prior to installation.
Retention Officer
American Bankers Insurance
12.2000 - 01.2004
- Resolved MBNA Credit Card Insurance issues to enhance customer satisfaction
- Developed and executed marketing strategies to increase insurance sales.
- Oversaw staff during evening and weekend shifts to ensure operations ran smoothly.
Technical Support
Scotia Bank Visa, Merchant Help Desk
03.1999 - 11.2000
- Provided on-line troubleshooting for interact machines
- Resolved terminal malfunctions for debit and credit card transactions to enhance customer experience
- Programmed point-of-sale terminals for shipping to streamline transaction processes
Fraud Detection Analyst
Scotia Bank Visa Security & Investigation
09.1996 - 02.1999
- Monitored online reports for fraud/counterfeit cards to identify suspicious activities
- Conducted thorough investigation cases
- Handled authorization calls to investigate suspicious financial transactions
- Assisted police in locating and apprehending financial criminals.
Education
Honors Specialist Degree - Computers Science & French
University of Toronto
01-1999
Skills
- IT support
- Technical expertise
- Organizational communication
- IT troubleshooting
- Problem-solving skills
- Information security
- Network troubleshooting
- Analytical, detail-oriented and problem-solving
- Outgoing, energetic, team player and goal-oriented
Languages
English, French (spoken/written)
Certification
- Course, Training and Seminars completed:
- “Credit Card Fraud Seminar” by Canadian Bankers Association
- “Critical Thinking” and “Managing your own performance”
- “Telephone Etiquette”
Extracurricular activity
Active member of charitable organizations: fundraising & sponsorship Enjoy making music & playing sports Active member of charitable organizations: fundraising & sponsorship Enjoy making music & playing sports
Timeline
Freelance I.T specialist (remote)
01.2024 - Current
I.T User Support Officer (Remote)
Allstate Canada ACG
01.2022 - 12.2024
I.T Technical Officer
Good Food Market
10.2020 - 12.2021
I.T Deskside Support Engineer
Fujitsu/Via Rail
02.2020 - 10.2020
I.T Field Support Specialist
HCL/Pepsico
07.2019 - 01.2020
I.T Deskside Support Engineer
Modis/Via Rail
11.2018 - 06.2019
I.T Field Support Specialist
COMPUCOM/CN
09.2017 - 10.2018
I.T Deskside Specialist
IBM/Air Canada
02.2016 - 08.2017
I.T Help Desk
Mosaic
01.2014 - 12.2016
Technical Support Agent
Shaw Direct
10.2006 - 11.2013
Technical Support Agent
Frisco Bay ATM
01.2004 - 08.2006
Retention Officer
American Bankers Insurance
12.2000 - 01.2004
Technical Support
Scotia Bank Visa, Merchant Help Desk
03.1999 - 11.2000
Fraud Detection Analyst
Scotia Bank Visa Security & Investigation
09.1996 - 02.1999
Honors Specialist Degree - Computers Science & French
University of Toronto