Looking for a job

Edgardo Jimenez

@edgardojimenez

Documentation specialist in IT support and identity access management who created user guides that cut customer call volume by 45%.

Spain

Message

What I'm looking for

I'm looking to leverage my technical and journalism backgrounds in Documentation, Technical Writing, and Operational Support roles.

At Desjardins, I created user guides and knowledge base articles that helped reduce customer call volume by 45% over the first year. I also trained the support team on using them.

As an Identity and Access Management specialist at Desjardins, I processed access requests and prepared documentation for IT undertakings, including user guides developed through research and interviews with project managers and stakeholders.

At Groupe Dynamite, I documented IT projects and wrote employee user guides. My earlier work in journalism and communications informs how I make technical information clear and usable.

Experience

Work history, roles, and key accomplishments

Technical Support Agent

CPM International Contact Centre

Nov 2023 - Jul 2025 (1 year 8 months)

Experienced in providing comprehensive technical support and guidance by troubleshooting complex inquiries for smart devices, including thermostats, security cameras, and weather stations. I managed over 60 user tickets daily through effective email communication, ensuring a 98% satisfaction rate by leveraging expertise in software configuration, remote desktop support, and detailed incident resol

Identity and Access Management (IAM) specialist

Desjardins

Sep 2020 - Apr 2022 (1 year 7 months)

Processed more than 500 access requests with a 98% satisfaction rate, by following a standard operating procedure. Provided 4,000+ user password resets, 1,200+ user account activation and deactivation, and 500+ user role additions by following enterprise procedures, utilizing in-house software, and communicating with end users. Generated documentation to support distinctive IT undertakings and for

Technician

Desjardins

Mar 2016 - Sep 2020 (4 years 6 months)

As a Technician at Desjardins, I provided remote level 1 technical phone support for 28,000 computer stations, utilizing ticketing systems and remote connection tools to resolve issues within established timeframes. I successfully reduced help desk wait times by 30% through efficient remote troubleshooting and the configuration of specialized banking and office software. Additionally, I achieved a

Technical Support Technician

CleverAnt Inc. (acquired by Deloitte Canada)

Nov 2015 - Mar 2016 (4 months)

Provided first-level technical support for client reporting across Excel and Web platforms, ensuring data accuracy and accessibility. I took a proactive approach to user self-service by developing comprehensive customer user guides and effectively managed the lifecycle of technical support tickets and incident documentation to improve internal knowledge sharing.

Technical Service Representative

Groupe Dynamite

Aug 2013 - Nov 2015 (2 years 3 months)

Responsible for the 'E-commerce' IT project in Dynamite stores (setting up, configuration and troubleshooting of 150 IPads across Canada and the United States). Provided Level 1 and 2 technical phone support and remote connection (VPN) assistance to 400 Dynamite and Garage stores by troubleshooting technical issues related to POS operating system, POS software, network and credit card terminals. D

Communications Assistant (Broadcasting)

CBC/Radio-Canada

Oct 2010 - Jan 2012 (1 year 3 months)

Acted as a Communications Assistant within the broadcasting sector, where I was responsible for the systematic organization and distribution of self-advertisements. This role required high attention to detail to ensure all content met the rigorous broadcasting standards established by CBC/Radio-Canada in a trilingual environment, focusing on internationalization and quality standards.

Receiving and Inventory Clerk/Shipper

CBC/Radio-Canada

Mar 2008 - Oct 2010 (2 years 7 months)

Managed essential logistics and supply chain operations, including the inventory of new stock and the supervision of goods reception and dispatch. I ensured operational efficiency by coordinating the flow of goods and maintaining high standards of inventory accuracy and customer support in an international context, utilizing my proficiency in English and French.