Open to opportunities

K Jacques

@kjacques

Message

I resolve Tier 2/3 Windows, Active Directory, Office 365, and VPN incidents for non-technical users.

Canada

Message

What I'm looking for

I'm looking for a remote or asynchronous IT support role where I can resolve Tier 2/3 Windows, Active Directory, Office 365, and VPN issues, create useful support documentation, and expand into macOS and Linux troubleshooting.

I've supported federal government users at the Immigration and Refugee Board of Canada, Innovation, Science and Economic Development Canada, and Agriculture and Agri-Food Canada, resolving hardware, software, connectivity, and office-application incidents.

I troubleshoot Active Directory, Office 365, VPN, remote access, Windows workstations, mobile devices, and peripherals. I document root causes and step-by-step resolutions in ticketing systems so users and support teams can act consistently.

My work is grounded in clear, empathetic communication with non-technical users, from incident intake through follow-up and resolution.

With 13+ years of Tier 2/3 troubleshooting experience, I'm comfortable working independently in remote, asynchronous environments and contributing practical knowledge-base and process documentation. I'm also open to expanding my hands-on troubleshooting experience into macOS and Linux.

Experience

Work history, roles, and key accomplishments

Senior Operations Support Specialist

Immigration and Refugee Board of Canada

Jan 2023 - Jul 2025 (2 years 6 months)

Diagnosed and resolved hardware, software, and connectivity issues for workstations, mobile devices, and office applications. Provided clear, step-by-step technical guidance to non-technical end users and maintained detailed documentation of all interventions.

Active Directory Office 365 VPN Ticketing Systems Technical Documentation