Frantz Jean Baptiste
Cornwall,ON
Summary
Experience in IT Support, Service Desk, NOC operations Center. Employs excellent leadership skills and multi-tasking strengths. Demonstrated ability to improve operations, increase team productivity and make sure all client expectative and SLAs are on goal. IT Specialist who works to maintain users’ computers by keeping software up to date for a variety of programs and providing support in different languages as English, French and Spanish
Overview
13
13
years of professional experience
Work History
Technical support Specialist
Dollarama
Montreal
08.2022 - Current
- Role:
- Troubleshooting all the POS Issues.
- Analyze, test, troubleshoot, and evaluate existing network systems
- Troubleshooting all the Cash management issues
- Provide ongoing support services to ensure the operation
- Achievements:
- Work with Team Member to maximize team productivity.
- Assisted agents with solving customer issues.
- Tasked with reducing trouble-ticket resolution time.
- Decrease in AHT 33%.
IT Command Center Technician and Network operation Center engineer
Tata Consultancy Services
Queretaro, Mexico
04.2009 - 08.2022
- Role:
- Responsible for carrying out monitoring operations, servicing servers, network and telecommunication equipment in data centers and other organizations.
- Troubleshooting, and maintaining Unix and Windows servers, networking equipment and cabling
- Responsible to report all issues regarding any site Down and contact ISP for any troubleshooting.
- Check performances of CPU and how networks are performing.
- Network Operations Center (NOC) technicians oversee complex network components and are responsible for Network Management.
- Evaluate problems, fix issues, and interact with field technicians and observe problems closely until their resolutions
- Keep learning and continuously update the internal knowledge base with new solutions for support.
- Monitor breaches of service level agreements (SLAs). Update the clients, vendors or third-party providers on events progress.
- Received regular Update from ISP and request ETR for critical issues.
- Achievements:
- Work with Database Team, Backup Team, Unix Team, windows Team, Local support Team to maintain operation Up to date
- Exceeded monthly goals by successfully handling French calls, English calls and Spanish calls.
- Reduced technical escalation.
- Acted as first point of contact for all major technical incident, including power outages, system failures and disaster recovery
Help Desk Support Analyst
CompuCom
Ciudad de Mexico
05.2012 - 11.2013
- Role:
- Handling users’ query and issues.
- Ensuring that various types of information are communicated to users through the appropriate.
- Identify and diagnose issues and problems, such as outlooks, Sap, java and other applications.
- Systematically interprets user problems and identifies solutions and potential escalations.
- Troubleshoot hardware problems (printers/desktops/pos hardware/network); provide support to requests remotely and at the internal customers workplace.
- Achievements:
- Increased the types of Cases/Tickets supported in Tier 1 by assisting with more types of products and services at this level.
- Focused on the services associated with the most common/highest volume support requests, including email and wireless networking.
Education
UNITEC
Mexico01-2018
Skills
- Network Management security
- Network performance monitoring
- Hand tools
- Internet
- Troubleshooting
- Patch panels Strong analytical / problem solving skills oriented around trouble resolution and root cause analysis
- Mentoring working with NOC Team members to increase skillsets
- Exhibit continuous improvement on technical knowledge and problem resolution skills and strive for excellence
- Experience supporting and maintaining load balancers (Including F5 & Cisco ACE)
- Experience reading and understanding of Java/Python
- Experience working in an ITIL environment and adhering to strict SLA’s
- Demonstrate technical leadership with incident handling and troubleshooting
- Strong computer skills and proficient knowledge of MS Office products
- Team Leadership
- Effective English, French and Spanish communication skills (verbal and written)
- Customer Service
- Organizational capacity: search for a structure and establishment of priorities
- Team productivity
- Leadership: direction, ability to generate consensus, transmission of values, motivation and enthusiasm
- Ability to motivate staff and maintain good relations
- Good manners
- Effective communication
- Negotiation capacity
LANGUAGES
French: Native
English: Advanced
Spanish: Advanced
Portuguese: learning
Timeline
Technical support Specialist
Dollarama
08.2022 - Current
Help Desk Support Analyst
CompuCom
05.2012 - 11.2013
IT Command Center Technician and Network operation Center engineer
Tata Consultancy Services
04.2009 - 08.2022
UNITEC