1. cjlanglois@gmail.com 613-721-1789 Linkedin: claude-langlois-474a65116
CLAUDE LANGLOIS
Profile
An energetic outgoing professional Information Technology Analyst, User Support Technician and
Quality Control Technician with 15 years of experience providing IT services to businesses in high
technology and manufacturing environments Problem solver with a strong background in project work
and deployments of software and services on a global scale Skills include troubleshooting, Quality
Assurance testing, legacy systems support and documentation
ProfessionalExperience
Reference #4
Abbott Point Care
Ottawa, On
June 2011– Apr 2016
Information Technology Analyst
 Identified and documented requirements, conducted business and technical studies, designed, developed,
integrated and implemented information systems business solutions and provided advice on information
systems strategy, policy, management, security and service delivery
 Provided clients with training and support documentation
 Completed numerous major investigations into performance issues, successfully providing solutions and
assisting local desktop technicians with deployment
 Monitored and collected metrics data on department performance and presented to management on a
weekly/monthly schedule. Result was a reduction in ticket response times and the elimination of stalled
tickets
 Moderated online support forum for Abbott IS support personnel which significantly increased morale and
productivity by providing a platform for technicians to share and provide information on tickets and issues
 Directly contributed to numerous global projects concerning application deployment and support,
upgrades and rollouts of new services (such as VPN), all of which were completed on schedule
 Developed and implemented comprehensive testing of software packages (commercialand proprietary)
while maintaining the Abbott software deployment library
Environment: Citrix, VPN, Microsoft, Internet
Reference #3
i-STAT Canada Limited
Ottawa, On
June 1999 – June 2011
User Support Technician
 Provided desktop hardware and software support for 800 clients in a mixed office/manufacturing
environment
 Communicated electronically and in person with computer users experiencing difficulties to determine and
document problems experienced
 Consulted user guides, technical manuals and other documents to research and implement solutions
 Emulated or reproduced technical problems encountered by users

2.  Provided advice and training to users in response to identified difficulties
 Provided business systems, network and Internet support to users in response to identified difficulties
 Collected, organized and maintained a problems and solutions log for use by other technical support
analysts
 Participated in the redesign of applications and other software
 Primary support for legacy documentation and training system (Q&MIS). Provided documentation,
training and troubleshooting while ensuring system was operational 24-7
 Designed and deployed software patching for specialized software (i-STAT proprietary) to groups of up to
300 clients using VB scripts. Met project timeline targets and minimal to no interruption to clients or
manufacturing services
 Responsible for compatibility and approval testing of site-wide upgrade to Windows 7. Provided solutions
for compatibility issues and successfully deployed new OS to clients and manufacturing
 Installed, configured and maintained license server and install points for SolidWorks, SolidWorks PDM,
Minitab, Microsoft Office and company proprietary applications
Environment: Microsoft, SolidWorks, Minitab, DOS, MS Office, Windows, Citrix, cabling, Rackmounts, Servers,
VOIP
Reference #2
i-STAT Canada Limited
Ottawa, On
Apr 1997 – June 1999
Quality Control Technician
 Tested materials before, during and after production to ensure conformity to specification and quality
 Successfully organized transfer of Quality Control department from Princeton NJ to Kanata Ontario,
moving six employees and avoiding interruptions in service
 Provided software and hardware support to QA Technicians, reducing downtime and leading to increased
productivity
Environment: GMP, WHMIS, Excel, Quality Assurance,Statistics,FDA
Reference #1
i-STAT Canada Limited
Ottawa, On
June 1992 – Apr 1997
Wafer Fab Technician / Trainer
 Operated and maintained Wafer Fabrication equipment and processes, monitored for proper operation and
engaged in quality control testing
 Team coordinator for seven employees, responsible for training in production processes, quality control
and computer skills
 Actively participated in Health and Safety Group, Emergency Response Team, Quality Control Group and
Team Training
Environment: GMP, WHMIS, Windows NT, Novell

3. Educational Background
Skills and Attributes
Technology Tools and Competencies WSUS, Norton Ghost, McAfee AV, McAfee EPO, HIPS, EEPC,
Flexlm , FTP, TCP/IP, SMTP, Adobe , Q&MIS, iTunes, WebeX,
Wyse,Citrix, IE, Chrome, Safari, PDF, RDP, VNC, VPN,
SolidWorks, Citrix, cabling, Rackmounts, Servers, Active
Directory, Sametime, Lotus Notes,Microsoft Lync, POTS,
VMWare, SysInternals
Operating Systems Expertise MS Exchange 5.5, 2003, Windows Server 2003 / 2008, MS
Windows Server 2008, Citrix Server
Microsoft Workstation (DOS, 3.11, 95, 98, 2000, NT, ME, Vista,
XP, 7, 10), Microsoft Server (NT, 2000, 2003, 2008), Apple OSX
Language Skills English
Soft Skills Training Interviewing and Counseling
Personal Effectiveness Training (P.E.T)
Functional Knowledge WHMIS certification
CPR
First Aid
Social – Digital Media Knowledge LinkedIn, YouTube, Twitter, Blogs, Skype, Webinar, Videos,
CRM (SalesForce.com)
Microcomputer Support Specialist
Diploma
Algonquin College, Ottawa
Computer Science Program Carleton University – Ottawa
1st year completed
Electronics Engineering Technology
Coursework
Algonquin College- Ottawa
Linear Amplifiers, MicroprocessorLogic, Telecommunications,
Computer Programming, Technical writing