Open To Work
Gloire Loic Moussounda Nzoussi
Calgary,Canada
Summary
Detail-oriented bilingual IT professional with nearly five years of experience in Tier 1 and Tier 2 support, POS systems, and networking fundamentals. Skilled in troubleshooting technical issues and delivering clear solutions while maintaining thorough documentation. Pursuing a Bachelor of Science in Computer Science, with a focus on IT and networking, and committed to learning new tools and tackling technical challenges.
Overview
5
5
years of professional experience
Work History
Bilingual Technical Support Specialist
Wiz-Tec
Calgary, Canada
10.2024 - Current
- Supported a high volume of commercial clients in English and French, handling 2,000+ support interactions with an average 90% customer satisfaction rate.
- Installed and supported 50+ POS systems in live environments to ensure operational efficiency for clients.
- Troubleshot network and connectivity issues, resolving LAN/Wi-Fi instability, router configuration problems, and ISP outages to maintain system availability.
- Delivered remote and on-site technical support, resolving issues independently and escalating complex cases to minimize client downtime.
- Maintained clear and accurate support documentation, recording issues, fixes, and system details to support team continuity.
- Provided hands-on client training and walkthrough, reducing repeat issues and strengthening long-term client relationships.
Technical Support Advisor
Technology Solutions
Calgary, Canada
09.2022 - 08.2024
- Supported large user base in high-volume support environment, resolving 100+ technical issues weekly related to software, hardware, and connectivity to maintain user satisfaction.
- Delivered remote troubleshooting via phone and screen-sharing tools, guiding users through clear, step-by-step resolutions.
- Investigated recurring issues and shared technical feedback with internal teams to improve support processes and tools.
- Documented incidents, resolutions, and follow-ups in the ticketing system to ensure accuracy and continuity across shifts.
- Facilitated user account setup and resolved system access and application support issues, minimizing disruption to daily operations.
- Trained and onboarded new team members, reinforcing best practices and support workflows to enhance team capability.
IT Tech Support / Tier 2 Specialist
Connect
Calgary, Canada
01.2021 - 06.2022
- Provided Tier 1 and Tier 2 IT support to over 100 users, resolving operating system, email, access, and connectivity issues.
- Troubleshot desktop, laptop, and peripheral hardware, including printers and user devices.
- Supported basic networking issues, including LAN/Wi-Fi connectivity and device access problems.
- Facilitated software deployments, workstation setup, and system configuration for new and existing users, enhancing operational readiness.
- Logged, tracked, and resolved support tickets, maintaining clear documentation and ensuring timely follow-up to improve resolution speed.
- Collaborated with users to explain issues and solutions in clear, non-technical language, enhancing user satisfaction and understanding.
Education
Bachelor of Science - Computer Science
Athabasca University
Calgary, ABSkills
- IT Support (Tier 1 & Tier 2)
- Hardware & Software Troubleshooting
- POS System Installation & Support
- Networking Fundamentals (LAN/WAN, Wi-Fi, Routers)
- Remote Support Tools (TeamViewer, Zoom, AnyDesk)
- Windows
- MacOS
- IOS
- Ticketing Systems (Jira, Freshdesk)
- Security Awareness & Data Handling
- JavaScript
- HTML & CSS
- Python
- C
- Java
- SQL / MySQL
- Bilingual Communication (English & French)
- Incident Documentation & Reporting
- Client Support & User Training
- Time Management & Prioritization
Languages
- French
- English, Fluent
- French, Fluent
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteHybridOn-SiteSalary Range
$45000/yr - $200000/yrTimeline
Bilingual Technical Support Specialist
Wiz-Tec
10.2024 - Current
Technical Support Advisor
Technology Solutions
09.2022 - 08.2024
IT Tech Support / Tier 2 Specialist
Connect
01.2021 - 06.2022
Bachelor of Science - Computer Science
Athabasca University