PROFESSIONAL EXPERIENCE

VIDEOTRON: Cable and Telecommunications Company, Montreal                          2006-2021

Network Operation Center Technician (NOC)                                                                  2010-2021

• Take care of customer problems or requests: taking calls, managing requests, service requests, diagnosing and troubleshooting problems;
• Manage IT or technological incidents
• Perform all tasks related to the control of work on the active elements of the network, namely: the management of work notices and release requests, the validation and approval of vouchers;
• Support various stakeholders and ensure full compliance with established procedures within operations;
• Ensure the proper functioning of the Mobile Telephony network and value-added services.
• Diagnose, identify the cause, and resolve incidents on the network
• Perform required technical interventions on the various equipment of all technological platforms to restore service to Videotron customers
• Manage, from a technical point of view, major crisis, or incidents;
• Carry out punctual or post-implementation technical monitoring of planned changes on production networks;
• Participate in the testing and production of new engineering technologies;
• Write certain daily or ad hoc reports associated with the activities of the NOC;

Residential and Business Technical Support Technician                                               2006 – 2010

• Respond to telephone requests related to technical problems of Small and Medium Businesses and Large Businesses;
• Make diagnoses, advise the customer, solve problems;
• Take charge of the customer’s needs and ensure his satisfaction;
• Troubleshoot telephony, internet, television, and mobile services;
• Place service calls to resolve the diagnosed problem when necessary.

Ensure customer retention and loyalty; work as a team with related functions such as  customer service