LUCIE VILLEMONT
Brampton,Canada
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in Windows and MacOS environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Bilingual Support Analyst
Heart and Stroke Foundation
01.2024 - Current
- Triage and prioritize support tickets based on predetermined service level, language requirements and/or operational agreements
- Investigate, solve and/or determine mediations for incidents (technical, applications, database)
- Provide excellent customer service; including stewarding all customers (internal or external) on support tickets from start to close
- Assist with testing of business and system requirements, hardware and software implementations, and website launches
- Ensure IT on and off boarding procedures are followed and implemented on a timely basis
- Work with HR to ensure IT equipment and related materials are distributed/returned on a timely basis for on and off boarding
- Update and track inventory related to on and off boarding staff and volunteers
- Create/Maintain service catalogue, workaround library, access rights documentation and other technology support documentation/reports
- Create/Maintain end user training materials for common and/or known issues
- Train and/or supervise volunteers to assist with duties where necessary
- Assist Director, IT Operations with projects where necessary
- Provide on-site IT support where necessary
Technology Support Analyst & Team Lead
lululemon athletica
11.2020 - 01.2024
- Provided Tier 2 IT support to non-technical internal users through desk side support services
- Provided world-class support experience via phones, live chat & email
- Managing the schedule and delegating tasks to team members
- Strategizing plans to achieve team goals in a timely manner within the stipulated time frame
- Troubleshooting POS software and hardware issues remotely
- Coordinating with vendors for the provisioning of POS hardware to stores
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Maintain and update documentation using ServiceNow portal
- Participate in ongoing learning and development opportunities as our technologies advance and our processes change
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Resolved diverse range of technical issues across multiple systems and applications for end-users across various time zones
Gymnastics Coach
Gymnastics Mississauga
01.2020 - 04.2020
- Developed lesson plans and routines for individual students to meet personal goals and abilities
- Maintained fun-filled atmosphere with class participants while remaining professional and focused on achievement
- Promoted stretching, mobility work and proper form to help athletes safely build strength
- Coordinated with other instructors and coaches to determine student advancement and progress
- Maintained equipment, facilities and inventory to avoid accidents, mishaps and damage
- Taught students how to perform skills and other techniques
Server/Bartender
Boston Pizza
08.2017 - 01.2020
- Cultivated warm relationships with regular customers
- Worked with POS system to place orders, manage bills and handle complimentary items
- Kept bar presentable and well-stocked to meet customer needs
- Adhered to state laws regarding alcoholic beverage services and customer regulations
- Increased sales significantly by upselling higher-end products to customers
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
Education
Architecture Certificate -
Ryerson University
Toronto, ON01.2019
High School Diploma -
École Secondaire Catholique Sainte-Famille
Mississauga, ON06.2018
Skills
- Bilingual (French and English)
- Support ticketing systems
- Application support
- Windows administration
- Network troubleshooting
- Hardware support
- Customer service
- SLA compliance
- Exceptional customer service
- Strong work ethic
- Safety awareness
Certification
NCCP Gymnastics Foundations Certificate, 10/2017, 08/2018
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Support Analyst
Heart and Stroke Foundation
01.2024 - Current
Technology Support Analyst & Team Lead
lululemon athletica
11.2020 - 01.2024
Gymnastics Coach
Gymnastics Mississauga
01.2020 - 04.2020
Server/Bartender
Boston Pizza
08.2017 - 01.2020
High School Diploma -
École Secondaire Catholique Sainte-Famille
NCCP Gymnastics Foundations Certificate, 10/2017, 08/2018
Architecture Certificate -
Ryerson University
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