Open to opportunities

Leonard Jean

@leonardjean

Message

Bilingual IT support professional with a focus on customer satisfaction.

Canada

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth.

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

Current

Bilingual IT Support

Current

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

ServiceNow Citrix Active Directory Windows Mac TeamViewer Troubleshooting

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

Ticketing Systems Customer Service Conflict Resolution Communication Upselling Chargebacks

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.