I've delivered Level 1 and Level 2 remote desktop and network support across multi-client MSP environments, resolving end-user issues while meeting strict SLA and CSAT targets.
At Interconnexions LD, I supported Windows domains, servers, workstations, printers, VPNs, remote desktop tools, firewalls, VLANs, switches, wireless access points, and VoIP systems. I also diagnosed and configured WatchGuard and FortiGate environments to maintain network stability.
At CGI, I resolved complex hardware, software, and network incidents, maintained detailed worklogs, updated knowledge bases, and escalated unresolved issues to Level 3 specialists.
I'm also a full-time Networking and Security Instructor at Collège O’Sullivan de Québec, where I teach cybersecurity, system administration, network diagnostics, VMware, and Cisco Packet Tracer labs in both English and French.
