Jacob Grenon
Summary
Bilingual IT professional with a compassionate approach, I possess the capacity to evolve within a role, shoulder responsibilities, and foster positive relationships with colleagues across various levels. Additionally, I maintain an active Secret Clearance with the Government of Canada.
Overview
7
7
years of professional experience
Work History
IT Support Technician/Geek Squad Agent
Best Buy Canada
01.2016 - 02.2023
- Provided friendly and effective technical support to customers in-store, over the phone, or via remote assistance.
- Diagnosed and troubleshooted hardware and software issues, ensuring timely resolution of problems.
- Performed hardware and software repairs, upgrades, and installations for various devices, including computers and laptops.
- Maintained accurate records of customer interactions, technical issues, and resolutions in the ticketing system.
Help Desk Agent CS-1
National Research Council of Canada
06.2016 - 09.2016
- Accountable to the Manager, Client Services, ITSS Support Services for providing technical assistance to clients in support of NRC's Messaging, SIGMA and Telecommunications systems
- Responsible for identifying systematic and recurring problems related to the corporate business systems and assisting the Applications Support Officers
- Initiated the process of ensuring accurate documentation of both new and existing procedures, I collaborated extensively with my manager to establish a comprehensive library of documentation for fundamental troubleshooting. The aim was to alleviate the workload on help desk agents by providing clear and accessible resources.
- Accountable for Active Directory(AD) management, E-Mail server maintenance and management, and computer imaging.
Education
Bachelors of Computer Science Major -
Carleton University
Ottawa, ON01.2019
Technologie Du Génie Informatique -
La Cité Collègiale
Ottawa, ON01.2017
Skills
- Problem Solving
- Communication Skills
- Teamwork
- Customer Service
- Bilingual
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Help Desk Agent CS-1
National Research Council of Canada
06.2016 - 09.2016
IT Support Technician/Geek Squad Agent
Best Buy Canada
01.2016 - 02.2023
Bachelors of Computer Science Major -
Carleton University
Technologie Du Génie Informatique -
La Cité Collègiale
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