Leonard Jean
@leonardjean
Bilingual IT support professional with a focus on customer satisfaction.
What I'm looking for
I am a highly skilled IT support professional with over 6 years of experience in providing technical support to clients. My expertise lies in troubleshooting hardware and software issues, ensuring that I can effectively resolve customer complaints. I pride myself on my excellent communication skills and my ability to work with customers from diverse backgrounds and cultures.
Throughout my career, I have demonstrated a proven track record of delivering exceptional customer service. At BFG Enterprises, I assisted insurance advisors with diagnosing and resolving software issues, significantly minimizing downtime and enhancing user efficiency. My commitment to customer satisfaction is reflected in my ability to exceed customer satisfaction goals consistently.
Experience
Work history, roles, and key accomplishments
Bilingual IT Support
BFG enterprises
Feb 2023 - Present (2 years 5 months)
Assisted insurance advisors with diagnosing and resolving software issues related to claims processing, policy management, and CRM tools, providing step-by-step technical guidance over phone, email, and remote sessions. Managed help desk tickets using Service Now, updated the company’s knowledge base, and handled employee onboarding/offboarding including Active Directory user accounts and group po
Bilingual Call Center / Customer Service
NSC Global
Feb 2020 - Present (5 years 5 months)
Supported technical issues for customers with a high success rate, managing and tracking issues using a ticketing system. Handled inbound and outbound communications, assisted with order processing, enrollments, and new customer setup, consistently exceeding credit card application targets. Managed telephone complaints, processed chargeback cases, and built enduring customer relationships by provi
Education
Degrees, certifications, and relevant coursework
Laval University
Masters, Information Technology Management
Pursued advanced studies in Information Technology Management, focusing on strategic IT planning and operations. Developed expertise in managing complex IT infrastructures and leading technology-driven initiatives.
AUCA
Undergraduate Degree, Information Technology
Completed studies in Information Technology, gaining foundational knowledge in IT principles and practices. Focused on core IT concepts essential for technical support and system management.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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