Lamson Lamour Estimond
Summary
Savvy bilingual expert experienced in troubleshooting computer hardware and software issues in customer-focused environments with more than 5 years of experience. Possesses comprehensive knowledge of
programming languages, standard operating systems, networking protocols, and technical support procedures.
Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Bilingual IT Support Specialist
Natural Resources Canada
01.2025 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications for laptops and workstations.
- Configured hardware, devices, and software to set up workstations for employees.
- Diagnosed and troubleshot hardware, software, and network issues.
- Installed, configured, and maintained computer systems and network connections.
- Managed users and computer privileges on Microsoft Active Directory and Microsoft Intune.
- Researched and identified solutions to technical problems.
Bilinggual Service Desk Analyst
Compugen Inc
05.2024 - 12.2024
- Engaged in user support interactions via telephone, chat, and email platforms.
- Served as primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Diagnosed and troubleshot hardware, software, and network issues.
- Escalated critical incidents appropriately while maintaining clear communication throughout the resolution process.
- Supported a diverse range of A&W users across multiple locations by addressing software, hardware, and network issues effectively.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Bilingual Service Desk Agent
Shared Services Canada
01.2024 - 05.2024
- Utilized the Automated Telephony System to efficiently handle and route incoming calls.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Utilized Active Directory to manage user accounts, security groups, and group policies.
- Supported and troubleshooted issues related to the Windows Operating System, Android.
- Diagnosed and troubleshoot hardware, software, or network-related issues.
- Provided remote assistance and support to end-users.
- Efficiently use the Ticketing System SM9 to log, track, and escalate incidents and service requests.
Bilingual Channel Support Specialist
Xplore Inc
08.2022 - 11.2023
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Assisted technicians in the field with various installation problems and repairs.
- Utilized Microsoft Excel to extract data for modem configuration.
- Reviewed work orders and performed troubleshooting as necessary to resolve miscellaneous problems.
- Liaised with internal departments to investigate and escalate advanced technical issues to Network Operation Consultant, Service Desk, and Technical Support Specialist Advanced.
- Performed advanced troubleshooting for Satellite, Fiber Optic, LTE, WiMAX, and other acquisition platforms.
- Utilized IT Ticket Tool, NOC Tool, and Device Management System for support in resolving issues related to completing work orders, troubleshooting modems and routers.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Bilingual Technical Support Specialist
Xplore Inc
05.2021 - 08.2022
- Provided exceptional technical support service, leading to high levels of customer retention and loyalty.
- Evaluated emerging technologies for potential implementation within the organization''s support framework.
- Managed high call volume effectively while maintaining strong rapport with each individual client.
- Maintained an in-depth knowledge of technical troubleshooting for Xplore products and stayed informed of related technological advancements.
- Reviewed support cases for technical accuracy and troubleshooting, identifying necessary process improvements.
- Offered first level troubleshooting for modems, routers, home telephone, satellite, LTE and WImax platforms.
- Communicated with executive team members, including scheduling, using intermediate skills in Microsoft Outlook and Microsoft Teams.
- Offered additional and necessary support to customers with their hardware and software.
Technical Support Representative
Haicom Cellulaire
06.2016 - 08.2018
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues related to mobiles and computers.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and configured operating systems and applications.
Education
DEC - Computer Programming
La Cité Collégiale
Ottawa, ON06.2021
Skills
- Remote Technical Support
- Incident Management
- Client Relationship Management
- Network Troubleshooting
- Remote Support
- Technical Support
- Customer Service
- Interpersonal Skills
- Teamwork and Collaboration
- Problem-Solving
- Organizational Skills
- Highly Professional
- Windows 10
- Microsoft 365
- Microsoft Active Directory
- Windows Encryption
Certification
- Networking Basics February 2025
- Introduction to cyber security December 2024
- SQL Injection Cyber Security Course Udemy July 2020
Timeline
Bilingual IT Support Specialist
Natural Resources Canada
01.2025 - Current
Bilinggual Service Desk Analyst
Compugen Inc
05.2024 - 12.2024
Bilingual Service Desk Agent
Shared Services Canada
01.2024 - 05.2024
Bilingual Channel Support Specialist
Xplore Inc
08.2022 - 11.2023
Bilingual Technical Support Specialist
Xplore Inc
05.2021 - 08.2022
Technical Support Representative
Haicom Cellulaire
06.2016 - 08.2018
DEC - Computer Programming
La Cité Collégiale
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