Philippe JEAN
Laval,QC
Summary
A results-driven IT Professional with extensive experience in the engineering, administration and support of Information systems. In-depth experience in the implementation, analysis, optimization, Troubleshooting and documentation of LAN/WAN Network Systems. Strong “Hands on” technical Knowledge with MCTS, MCP, CCNA certifications. Track record for diagnosing complex problems and consistently delivering effective solutions. Adept at moving into new environments and extrapolate from existing experience to quickly adapt new technologies fluently.
Professional support specialist with strong focus on team collaboration and adaptability. Adept at managing administrative tasks, resolving customer inquiries, and maintaining organized workflows. Reliable team player who thrives in dynamic environments and consistently delivers results. Skilled in communication, problem-solving, and multitasking.
Well-qualified IT leader proficient in technical support, system management and documentation. Proven skills in equipment repair and maintenance. Excellent relationship-building and planning abilities gained during 20+ years of related experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Computer Support Assitant
US Consulate Genereal Montreal
05.2016 - Current
- Cultivated strong working relationships with clients by delivering personalized service tailored to their specific needs and preferences. in accordance to Department of State procedures.
- Managed high call volume, prioritizing cases and providing prompt assistance to customers and high delegations.
- Enhanced customer satisfaction by addressing and resolving support inquiries in a timely manner.
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
- Maintained up-to-date knowledge of industry trends and emerging technologies, applying insights to drive continuous improvement initiatives within the organization.
- Implemented robust security measures to safeguard sensitive data from potential breaches, reducing vulnerability risks significantly on unclassified network.
- Managed systems infrastructure, overseeing logistical movement to maintain smooth operations and prevent equipment and skill deficits.
- Administered system controls, databases, and networks on two separate networks supporting more than 150 users
IT Technical Support Specialist
Dentons
07.2011 - 05.2016
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and CISCO phone
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
CSC Analyst (IBM Contractor)
Kelly Services
07.2009 - 07.2011
- Provide Technical support level 1 and 2 for desktops and applications mainframe applications and general administrative functions, such as account maintenance
- Support remote users using SCCM and Tivoli
- Also manage incoming calls, log the problem and ensure the issues are entered into the system
- Make sure that issues that cannot be resolved at the first and second level are properly escalated and any potential or outstanding issues arising from service calls are transferred to other support groups as appropriate
- Also provide hardware and software configuration setup and deployment services for the users in these accounts
LAN System Manager
U.S. Embassy, Department of State
04.2008 - 02.2009
- Manage a post approved network infrastructure and provide level 1 & 2 support for 340 users Account and 349 Computers running Microsoft Windows XP and 25 servers running Microsoft Windows Server 2003
- Designed plan to back up over 300 gigabytes of data
- Migrated company Systems Applications and Products from Internet Information Services IIS5 and SQL 2000 to Internet Information Services IIS6 and SQL 2005
- Maintained and manage the SQL servers
- Implement daily Database backup and perform monthly restore to guaranty recovery of data up to the point required by the department
- Maintains all intranet infrastructures and ensure they meet Department of State (DoS) standard
- Provides frequent functional systems analysis for system performance, establish method and procedures for disaster recovery and network restoration and makes recommendations for improvements
- Provides assistance to the ISO on the installation of corporate applications and was responsible for the implementation of e-services application
- Installs, operates, modifies and maintains all networking and terminal equipments
- Maintains a computer database of computers hardware equipments and warranty information
- Technology used: Microsoft Windows server 2000/2003, Microsoft Office 2003/2007, IIS5, IIS6, Microsoft SQL server 2000/2005, Microsoft Exchange server 2003, SCCM, TCP/IP, RIPv2, vLAN
Education
Bachelor of Science - Technical Management
DeVry University
04.2009
Bachelor of Science -
Ecole Supérieure d’Infotronic D’HAITI (ESIH)
05.2004
Skills
- Microsoft Windows server NT/2000/2003/2008
- Microsoft Office 2003/2007
- IIS5
- IIS6
- IIS7
- VMWare
- Microsoft SQL server 2000/2005
- Microsoft Exchange server 2003
- SCCM
- TIVOLI
- TCP/IP
- EIGRP
- IGRP
- OSPF
- RIPv1
- RIPv2
- DNS
- VLAN
- Application support
- Incident management
- Hardware maintenance
- Server management
- ITIL framework
- Network administration
- Network architecture
- Virtualization technologies
- Configuration management
- Remote support
- IT security management
- Teamwork and collaboration
Languages
Fluent in French
Fluent in English
Certification
- CompTIA Certification
- Palo Alto Networks Certified Network Security Administrator (PCNSA) – Palo Alto Networks.
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
Timeline
Computer Support Assitant
US Consulate Genereal Montreal
05.2016 - Current
IT Technical Support Specialist
Dentons
07.2011 - 05.2016
CSC Analyst (IBM Contractor)
Kelly Services
07.2009 - 07.2011
LAN System Manager
U.S. Embassy, Department of State
04.2008 - 02.2009
Bachelor of Science -
Ecole Supérieure d’Infotronic D’HAITI (ESIH)
Bachelor of Science - Technical Management
DeVry University
Similar Profiles
Tania D. Lara OrtizTania D. Lara Ortiz
Consul of Economic, Trade and Political Affairs at Consulate General of Mexico in MontrealConsul of Economic, Trade and Political Affairs at Consulate General of Mexico in Montreal
Guillermo David Lara RojasGuillermo David Lara Rojas
Trade Commissioner Assistant at Consulate of Canada in GuadalajaraTrade Commissioner Assistant at Consulate of Canada in Guadalajara
Johanna MilesJohanna Miles
Advisor at Consulate General of Cote D'Ivoire in New YorkAdvisor at Consulate General of Cote D'Ivoire in New York
Shawn FitzpatrickShawn Fitzpatrick
Business Intelligence Analyst at Solotech Inc.Business Intelligence Analyst at Solotech Inc.
Kathleen Lambert BonhommeKathleen Lambert Bonhomme
Infirmière auxiliaire at Groupe champlainInfirmière auxiliaire at Groupe champlain