Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Laurier Rochon

Airdrie,Canada

Summary

Resourceful Technical Support Analyst known for high productivity and efficient task completion. Possess specialized skills in problem-solving, technical support, and customer relationship management. Excels in communication, empathy, and adaptability, ensuring positive outcomes in fast-paced environments. Committed to leveraging these abilities to provide exceptional service and support.

Overview

19
19
years of professional experience

Work History

Genius

Apple Store Chinook Centre
Calgary, Canada
08.2011 - 10.2024
  • Ensure effective resolution of technical issues for staff and customers, in both hardware and software spaces.
  • Train customers and staff on rapidly changing systems.
  • Quickly master new software and hardware.
  • Mentor and train newly hired, and upcoming technicians.
  • Recently, led an initiative to reorganize tools and tool processes.
  • Effectively handled server failure, achieving full functionality restoration in less than 45 minutes
  • Configured and maintained networking equipment, such as routers, switches, firewalls, and wireless controllers.
  • Performed system administration tasks, such as creating new accounts, setting permissions, and troubleshooting problems with existing accounts.
  • Conducted regular security audits of systems to ensure compliance with corporate policies and industry standards.
  • Maintained documentation related to system architecture design and configuration changes made over time.
  • Implemented backup strategies to ensure data integrity in case of hardware failure or malicious attack on the network infrastructure.
  • Performed periodic maintenance activities such as patching servers and workstations with latest security updates.

Assistant Kitchen Manager

Hudsons (Downtown & Shawnessy)
Calgary, Canada
02.2010 - 08.2011
  • Established two restaurants that remain operational after 15 years
  • Coached and mentored junior staff members, up to 30 people.
  • Handled product control, ordering, and end-of-quarter inventory.
  • Suggested new menu items that increased sales.
  • Responsible for screening and hiring new applicants.
  • Organized inventory and placed orders for food, equipment, and supplies to maintain appropriate stock levels.
  • Monitored food cost percentages and labor costs to ensure budgetary goals were met.
  • Coordinated scheduling of cooks, and other kitchen personnel to meet restaurant needs.
  • Maintained a clean work environment by adhering to sanitation guidelines, as required by law.
  • Performed regular audits of supplies used in the preparation of meals to ensure freshness.
  • Provided ongoing coaching and mentoring to staff members to encourage professional development.

Line Cook / Line Supervisor

Hudsons (Campus)
Edmonton, Canada
09.2007 - 01.2010
  • Lead the line consisting of a team of up to 6 cooks, plus wait staff.
  • Coordinated both back-of-house and front-of-house operations.
  • Prepared food and organized for functions of up to 250 people.
  • Assisted and coordinated the daily operations of the pub kitchen.
  • Tracked inventory levels of all products used in the kitchen on a daily basis.

Floor Computer Senior

Lister Hall Student Residence
Edmonton, Canada
09.2005 - 04.2007
  • Provided technical assistance for clients with hardware and software issues.
  • Installed, configured, tested, maintained, monitored and troubleshot end user workstations, laptops, printers and peripherals.
  • Resolved network connectivity issues for both wired and wireless connections.
  • Assisted users in connecting to the University network via SSH tunneling.
  • Maintained and tracked tickets through Zendesk.

Education

B.Sc. - Computer Science

University of Alberta
Edmonton, AB
12.2009

Skills

  • Hardware Repair
  • Software Installation
  • Adaptability
  • Network Architecture
  • Technical Support
  • Problem-solving abilities
  • Software Development
  • IT consulting
  • Network Security
  • Analytical Thinking
  • Customer Engagement
  • PCB Soldering
  • Trace Repair

Accomplishments

  • Have won multiple awards and accolades for my customer service, including a personal letter of recognition from Tim Cook CEO of Apple and Angela Ahrendts previous head of Retail for apple.
  • While attending the University of Alberta I built a program called PET- (Pseudo-code execution tool) with a team of 5 in Java. It was a great success and continues to be used at the university to assist in teaching entry level students in the Basic Computer course to this day.
  • Received an award of excellence in technical achievement from the University and Bioware for the development of a game manually coded from scratch. All other students had used a 'what you see is what you get' editor.

Timeline

Genius

Apple Store Chinook Centre
08.2011 - 10.2024

Assistant Kitchen Manager

Hudsons (Downtown & Shawnessy)
02.2010 - 08.2011

Line Cook / Line Supervisor

Hudsons (Campus)
09.2007 - 01.2010

Floor Computer Senior

Lister Hall Student Residence
09.2005 - 04.2007

B.Sc. - Computer Science

University of Alberta

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Laurier Rochon