Summary
Overview
Work History
Education
Skills
Activities
Timeline
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Gerard Boussim
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Gerard Boussim

North York,ON

Summary

Experienced Technical Support Analyst with 15 years in customer service, focusing on remote troubleshooting and user training. Bilingual in French and English, skilled in managing support tickets and delivering timely resolutions to improve user satisfaction. Proficient in training users on software updates and maintaining comprehensive documentation of technical systems.

Overview

18
18
years of professional experience

Work History

Regional Technical Support Analyst

West Fraser Mills Ltd
VAN, Canada
08.2022 - Current
  • Provided technical support for software applications and systems used in operations.
  • Resolved user issues through remote troubleshooting and support tools.
  • Managed support tickets and ensured timely resolution of technical inquiries.
  • Delivered general technical support to the West Fraser Toronto Corporate office, Chambord, and Las Sarre Mills operations.
  • Trained employees on new software features and updates for effective usage.
  • Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Maintained up-to-date documentation of all computer systems, networks, and peripherals.

Bilingual HelpDesk Analyst

Norbord Inc.
Toronto, Canada
10.2018 - 08.2022
  • Handled Tier 1 and 2 help desk support for internal and external end users via ZenDesk ticketing system and phone, escalated and followed up on outstanding request tickets to ensure timely resolution.
  • Created accounts in AD and Exchange 365, configured hardware for onboarding process to facilitate new employee integration.
  • Supported audio and video equipment in conference rooms and managed internal assets to maintain accurate inventory records.
  • Application/software used: AD, Exchange 365, Microsoft PowerShell, SharePoint, Windows Server R2, Office 365, OneDrive, SCCM, Zendesk, Forticlient, Zscaler VPN, Zoom, MS Teams for Audio-Video conference system, Teamviewer, VNC Viewer.
  • OS/Hardware used: Windows machines, iPhone, iPad, Windows 7 and 10, 11 and Android.

Senior Bilingual IT Technician and Consulting

InfoTech Express Solution Inc.
North York, Canada
07.2018 - 01.2019
  • Provided competitive IT and computer repair services to homes and small businesses in GTA, including MedVue Medical Imaging Center, Sultan Fine Fabrics, and JerMark Plumbing & Mechanical Services.
  • Installed and configured hardware and software for client systems.
  • Provided technical support to end-users via phone, email, and in-person.
  • Diagnosed and resolved network connectivity issues promptly.
  • Managed inventory of computer components and peripherals to ensure availability and readiness for client needs.
  • Performed routine maintenance on servers and workstations to ensure optimal performance and reliability.

Bilingual Technology Support Specialist

Election Ontario
Mississauga, Canada
05.2018 - 06.2018
  • First point of contact for Election Ontario Officials, Polling locations and Field Technicians with any issue related to the technology used during the 2018 Election Ontario.
  • Received calls from polling locations to resolve issues with internet connectivity, voting laptops, printers, and voting tabulators.
  • Troubleshot issues for immediate resolution or dispatched field technicians using Clearvision ticketing tool to ensure timely support.
  • Followed up and escalated tickets to ensure quick resolutions while adhering to agreed service level agreements.
  • Acted as a subject matter expert for other agents and served as an escalation point.

Bilingual Service Desk Analyst

Orion Health Canada
Toronto, Canada
02.2017 - 01.2018
  • Served as first point of contact for MOHLTC, doctor offices, and healthcare providers across Ontario and Alberta, providing support for AD, Office 365, FootPrints, and VPN administration.
  • Updated internal and external knowledge base; participated in change management meetings and team-building activities to enhance team collaboration.
  • Application/software used: AD, Windows Server R12, Office 365, OneDrive, DropBox, Jira, IAR, CCT Viewer, FootPrints, Cisco AnyConnect, SonicWALL.
  • Managed and operated Apple devices and IP telephony systems to ensure seamless communication and support for users.

Bilingual Service Desk Technician

Ivanhoé Cambridge Inc
Toronto, Canada
09.2015 - 02.2017
  • Handled Tier 1 and 2 help desk escalations via tickets and phone, ensuring efficient resolution for users.
  • Followed up on outstanding requests to guarantee timely resolution and customer satisfaction.
  • Create accounts and configure hardware as part of onboarding process.
  • Support audio and video equipment in conference rooms; Manage and monitor internal assets to ensure accurate inventory records.
  • Assumed additional responsibilities to streamline workflow and support team efficiency.
  • Application/software used: Windows 7 and 10, AD, Exchange 365, Microsoft PowerShell, SharePoint, SharePlus, Windows Server R12, Office 365, OneDrive, Antidote, WinMagic, DropBox, JD Edward Enterprise, CRM, SCCM, FootPrints, Cisco AnyConnect, SonicWALL, Cisco Jabber for Audio-Video conference system, Air Watch, LogMeIn Rescue, Teamviewer.
  • OS/Hardware used: Windows machines, iPhone, iPad, Blackberry and Android.

Bilingual IT Service Desk Analyst

TravelBrands Inc
Mississauga, Canada
05.2015 - 09.2015
  • First point of contact of internal and external users and travel agencies across Canada.
  • Provided comprehensive hardware and software support to internal and external users, ensuring optimal system functionality.
  • Provided technical support for mobile devices and Mac computers.
  • Coordinated installation and maintenance of network printers, managing part orders to minimize downtime.
  • Set up workstations and conducted user training while managing ticket creation, escalations, and monitoring of servers and circuits.
  • Software used: Sabre, Service Now ITSM, VNC Viewer, CheckPoint and SSL VPN.

Service Desk Supervisor

eHealth Ontario
Toronto, Canada
03.2014 - 05.2015
  • Led the supervision of Service Desk agents during business hours.
  • First point of escalation for major and high priority incidents.
  • Met weekly with Service Managers and Operations to review metrics and address missed SLAs.
  • Attended weekly CAB and eCAB meetings to represent Service Desk interests.
  • Chair One-on-One meeting with agents and bi-Weekly team meeting.
  • Developed Service Desk agents and end users training materials and procedures.
  • Determined effective resource allocation to enhance operational efficiency.
  • Gathered and analyzed performance metrics to identify trends and inform operational decisions.

Desktop Support Technician

eHealth Ontario
Toronto, Canada
02.2013 - 03.2014
  • Configure, deploy and maintain workstations, laptops, video and audio conference system, email, application, file servers, printers and mobile devices.
  • Diagnosed and resolved end user problems related to windows applications, software, and hardware, enhancing user satisfaction.
  • Assisted users with software and hardware inquiries, providing timely technical support and ensuring minimal downtime.
  • Conducted computer diagnostics to identify and resolve issues, delivering effective technical assistance and support.
  • Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.
  • Maintain hardware, software and licenses inventory up to date via the Asset Management System.
  • Keep procedures and configuration settings up to date.
  • Work with hardware and software vendors to ensure equipment is operating well and warranty update.
  • Tested features across various browsers.

Change Coordinator

eHealth Ontario
Toronto, Canada
02.2011 - 03.2012
  • Compiled Request for Changes (RFCs) for Change Advisory Board (CAB) meetings, issued agenda, and circulated RFCs to CAB members for advance review.
  • Authorized changes following assessment by CAB or ECAB, ensuring alignment with change management policies.
  • Prioritized and categorized change requests to streamline review process.

Bilingual Service Desk Agent

eHealth Ontario
Toronto, Canada
12.2008 - 02.2011
  • Assisted eHealth Ontario internal employees and external customers with computer hardware, software, and network connectivity issues over the phone and in person, enhancing user experience.
  • Provided insights on business and IT integration for departmental improvements, sharing actionable recommendations with the department.
  • Application/software used: Windows 7, AD, Exchange 2010, Windows Server R12, Office suites & 365, OneDrive, DropBox, BMC-Remedy, Cisco AnyConnect, CheckPoint.
  • OS/Hardware used: Windows machines, MacBook Suites, iPhone, iPad, Blackberry and Android.

Education

HDI-DST - Techniques for on-site customer Support and interaction

HDI-Institute
Springs, CO, USA
01-2013

ITIL V3 - ITIL Foundation framework

PeopleCERT
Toronto, ON, Canada
01-2011

CompTIA A+ -

Pearson Vue Test Center
Toronto, ON, Canada
01-2009

CompTIA Network+ -

Pearson Vue Test Center
Toronto, ON, Canada
01-2009

College Diploma - General Study

Nelson Mandela Collegiate
Ouagadougou, Boulgou, Burkina Faso
01-1999

Skills

  • MS-365
  • Exchange
  • AD
  • Azure/Entra ID
  • Intune Administration
  • SCCM
  • SharePoint
  • Zoom
  • WebEx
  • MS Teams
  • Video Conferencing
  • Cisco Jabber
  • TCP/IP
  • Network Security
  • Zscaler
  • RealVNC
  • IP telephony setup
  • Network Configuration
  • Router setup
  • Footprints
  • ServiceNow
  • BMC Remedy
  • Windows 11
  • Windows 10
  • Mac OS
  • XenApps
  • CRM
  • Argus
  • SmartSheet
  • Multi-Factor Authentication
  • Software development lifecycle
  • ITIL
  • Communication
  • Meeting facilitation
  • Team management
  • Software development lifecycle
  • ITIL
  • Meeting facilitation
  • Team management
  • Communication

Activities

  • NCR North America Customer Service Award, Based on overall Performance which includes tickets and work quality, customers' appreciation emails and recommendations, attendance, team player and leadership., 2006 - 2008
  • EHealth Ontario Employee of the Month, Monthly nomination by peers and co-workers within the department based on work quality, attendance, team work., 2010 & 2012
  • ITSS Appreciation, Biweekly nomination by division and companywide Based on overall Performance which includes tickets and work quality, customers' appreciation emails and recommendations, attendance, team player and leadership., 2014

Timeline

Regional Technical Support Analyst

West Fraser Mills Ltd
08.2022 - Current

Bilingual HelpDesk Analyst

Norbord Inc.
10.2018 - 08.2022

Senior Bilingual IT Technician and Consulting

InfoTech Express Solution Inc.
07.2018 - 01.2019

Bilingual Technology Support Specialist

Election Ontario
05.2018 - 06.2018

Bilingual Service Desk Analyst

Orion Health Canada
02.2017 - 01.2018

Bilingual Service Desk Technician

Ivanhoé Cambridge Inc
09.2015 - 02.2017

Bilingual IT Service Desk Analyst

TravelBrands Inc
05.2015 - 09.2015

Service Desk Supervisor

eHealth Ontario
03.2014 - 05.2015

Desktop Support Technician

eHealth Ontario
02.2013 - 03.2014

Change Coordinator

eHealth Ontario
02.2011 - 03.2012

Bilingual Service Desk Agent

eHealth Ontario
12.2008 - 02.2011

HDI-DST - Techniques for on-site customer Support and interaction

HDI-Institute

ITIL V3 - ITIL Foundation framework

PeopleCERT

CompTIA A+ -

Pearson Vue Test Center

CompTIA Network+ -

Pearson Vue Test Center

College Diploma - General Study

Nelson Mandela Collegiate

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