Herve KOUAM
Toronto,ON
Summary
Bilingual IT Support Technician fluent in French and English with over 2 years of experience in dynamic helpdesk and managed services environments. Demonstrates expertise in efficiently resolving technical issues while consistently delivering exceptional customer service. Proficient in Microsoft 365 administration, user onboarding and offboarding, remote troubleshooting, and comprehensive documentation practices. Detail-oriented professional with a structured approach, dedicated to maintaining SLA compliance and enhancing end-user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Helpdesk Technician
Collège Boréal
01.2025 - 04.2025
- Troubleshot Windows OS and Microsoft 365 issues daily.
- Managed user accounts and performed password resets, mailbox setups in Active Directory.
- Performed OS imaging, deployment, and remote support using RMM tools.
- Installed and supported PCs, printers, mobile devices, switches, and NAS systems.
- Maintained ticket documentation in line with PSA system standards.
- Created over 25 SOPs and contributed to internal knowledge base articles.
- Participated in onboarding and offboarding processes.
- Internship
Network Engineer
Matrix Telecom
07.2019 - 09.2021
- Deployed and configured over 25 networking devices using static IPs, subnetting, and gateways.
- Verified PoE, port activity, and physical connectivity using testers.
- Applied endpoint security standards in installations.
- Documented interventions and updated client logs for maintenance planning.
Technical Support Engineer (Level 1)
Matrix Telecom
05.2019 - 07.2019
- Delivered Level 1 support and escalated complex issues to senior engineers.
- Maintained detailed notes in PSA systems and improved response workflows.
- Created FAQs and guidelines to support user onboarding.
Education
Diploma - Computer Systems Technology
Collège Boréal
04.2025
Skills
- Operating Systems: Windows 10/11, Windows Server 2019/2022, macOS, Ubuntu/CentOS
- Tools: Active Directory, Microsoft 365 Administration, Jira, ServiceNow, TOPdesk, PSA tools
- Remote & Monitoring: TeamViewer, AnyDesk, RMM tools (eg, NinjaOne)
- Networking: VLANs, VPNs, IP, DNS, DHCP, Cisco Catalyst switches, OSPF, EIGRP, VoIP
- Scripting & Virtualization: PowerShell, Python, VMware, Docker, Kubernetes
- Security & Backup: Endpoint security tools, Antivirus, Backup solutions
- Other: Common business applications, Trello, Documentation systems
Languages
French: Native proficiency
English: Fluent professional level
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900)
- PCEP: Python Entry-Level Certification
- CCNAV7: Introduction to Networks
- CompTIA A+ (In Progress)
Timeline
Helpdesk Technician
Collège Boréal
01.2025 - 04.2025
Network Engineer
Matrix Telecom
07.2019 - 09.2021
Technical Support Engineer (Level 1)
Matrix Telecom
05.2019 - 07.2019
Diploma - Computer Systems Technology
Collège Boréal
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