1. Mr. Diderot Jason
603 - 380, Murray St., Ottawa, ON, K1N 8W1 613-716-7950 | Deedroj@gmail.com
IT Experience 10+ years
Language Bilingual (French/English)
Security SecretLevel II
Education Completionof ComputerNetworkingTechnologydegree (HerzingCollege) -2002
PROFESSIONAL PROFILE
Mr. Diderot has been working in IT support for over 12 years. Working in a technical helpdesk
environment for a large computer manufacturer has helped him quickly adapt to the changing
needs for today’s technology infrastructure. A strong desire to learn new technologies has
helped him develop a good background in desktop and laptop computers, servers, storage and
networking products. He has quickly developed a strong background providing technical
support for consumer, commercial and enterprise customers and then moving to hands on desk
side support has perfected his interpersonal communication skills.
PROFESSIONAL EXPERIENCE
Agriculture & Agri-Food Canada, Canadian Food Inspection Agency (AAFC & CFIA)
Senior Service Desk /Onsite Analyst
June 2006 – Present
• Experience providing bilingual IT client support over the phone, email and onsite in a
Microsoft Windows based ITIL environment. The AAFC/CFIA clients supported span
across Canada, ranging from standard corporate users to remote research type users.
• Experience in the installation, support and user’s Windows 7 workstations, connected
peripherals, local/network applications, remote access, video conferencing, mobile
devices and printers.
• Experience in managing and supporting Active Directory objects and groups, the
creation of Group Policy Objects (GPO) and the creation of Group Policy Preferences
(GPP) to tailor the driver installation to a specification.
• Experience in the use and support of email systems (GroupWise Mail and Microsoft
Outlook (Exchange).

2. • Experience supporting user’s video conferencing endpoint devices, boardroom
equipment and VC bridges.
• Experience supporting junior analysts and providing the manager my
observations/resolutions to continually improve the service level standards.
• Experience in providing technical support for Juniper SSLVPN service with Entrust
Identity Guard authentication.
• Experience in participating in large scape deployments including Windows 7 OS upgrade
and Blackberry Device upgrade. My role was to migrate users from the old
environment, backup user information and deploy the new hardware.
• Worked with an automated Call Distribution software more specifically the Cisco
system and Voice over IP phones and the TELUS Call Manager
• Provided call data analysis, troubleshoot and logged trouble calls using the Assyst
tracking software, dispatched technicians as necessary for repairs within the
Government of Canada
• Ensure all PeopleSoft request is process within a reasonable period of time such as:
Account unlock, Password reset, Self-service transaction request, adjusting user leave
balances.
• Experience supporting Compensation web application (CWA) PKI users, using the LDAP
tools to lookup account status. My support activities include account verification,
recovery requests and password resets.
• Provided technical support either by phone, by email or in person for commercial
applications and office automation tools and Internet navigational software such as:
PeopleSoft, Agridoc(RDIMS), Assyst, MS Office Suite , Citrix, I.E.10, Intranet,
workstations, laptops, Tablets, and many more departmental software and hardware or
networks;
Technical Environment
Applicationssupported:
 PeopleSoft;MacAfee;RDIMS(AAFC“AgriDoc”& SharePoint);Axiosassyst;CiscoCall
distribution,TelusCall Manager;MSOffice Suite 2010; MS Windows7; MS Lync; MS Outlook
2010; MS Active Directory;InternetExplorer10; SAP;Novell GroupWise;Adobe Acrobat;
Bitlocker;Remote Access(Citrix/VPN);Entrust;PKI;Symantec;VOIP,WindowsServer2003
DevicesSupported:
 BlackberrydevicesonBES5/10; MultifunctionPrinters(HP/Canon/Lexmark);IPAD; Tablets;
Workstations(Dell/Toshiba/Fujitsu/HP/

3. Telecom Ottawa
Technical Support Specialist
August 2005 – May 2006
Position Description:
Inbound Call Center supporting Thousands of Telecom users Across Canada. This position
involved supporting customers with Wi-Fi, ADSL, Outlook Web Access and hi-speed setup.
Typically customers that require assistance on the hardware use and instructions on how to use
device would contact us first.
● Provide telephone based desktop and laptop hardware support and ensure customer
satisfaction for Telecom Ottawa commercial and business customers across Canada.
● Provide technical support for various Internet service providers, providing assistance
with Internet related problems.
● Log support tickets in Heat and Remedy electronic helpdesk ticket management
software
● Troubleshoot Dialup and remote access Connections on windows 2000 Professional/XP
● Aided new clients in getting setup with their Web hosting account and e-mail, and
ensuring that they changed their password. Advised clients on relevant IT security
procedures.
● Full home Router/Modem configuration for small home network setup for windows XP.
● Troubleshooting internet access problems with routers and modems for home users
using windows
● Configure POP3 e-mail.
● Customer Assistance in professional and courteous manner
● worked with an automated Call Distribution software more specifically the ICE
Computer Talk management system
● Provided support, coached and provided technical advice or guidance to users in the use
of commercial software such as; MS Outlook, OWA, Internet Explorer, Google etc.,
Technical Environment: Windows 2000/XP, Web hosting, Internet Explorer, Microsoft Outlook
(2003/2000/97) Modems, Switches, Mac e-mail, POST, DSL, Dialup, Wi-Fi, VPN, WAN/LAN,
FireFox, Google, Firefox.

4. Bell Sympatico
Level 1 Technical Support
March 2005 – June 2005
Position Description:
Inbound call logging in the Remedy Database, and running remedy reports for the client as to
calls taken, first call resolution. Assign incidents to second level for desk side support.
● Assisted customers through the steps in installing modem, router physical setup.
● Assisted customers through the steps of configuring Dialup, DSL, Wi-Fi configurations.
● Assist customers with configuration and troubleshooting Windows 98/2000/XP related
problems.
● Assist customers with configuration and troubleshooting POP3, SMTP, and Mac e-mail
related problems.
● Assist customers with configuration and troubleshooting Bell hi-speed Internet.
● Scheduled On-Site technicians when needed for further troubleshooting.
● Troubleshooting internet access problems with routers and modems for Bell home users
using windows /2000/XP/ME/98
● Spyware/Adware/Virus Removal on windows /XP/2000 Professional.
● Test data (RJ-45) and voice (RJ-11) network cabling.
● Gather information and work on escalations for unresolved issues to meet a resolution
for customers.
● Configure Mac e-mail and Mac Wi-Fi connection setup.
● Configure Anti-virus, Anti-Spyware and firewall.
● Providing IT Help Desk support services through the use of Problem/Incident
● Resolution and problem analysis
● Setting up, configuring and supporting peripherals
● Providing IT advice and guidance to users
● Answered calls, diagnose, troubleshot and resolved technical problems regarding
computer hardware , software or network issues;
● Maintained liaison with network users and technical staff to communicate the status of
problem resolution to network users.
Technical Environment: Windows 2000/XP, Anti-virus, Anti-Spyware, Internet Explorer,
Firewall, Microsoft Outlook (2003/2000/97) Modems, Switches, Mac mail, Sympatico e-mail,
POST, DSL, Dialup, Wi-Fi, VPN, WAN/LAN, Internet Explorer, Google, Firefox.

5. Primus
Technical Support
November 2004 – February 2005
Position Description:
Inbound call logging in the Remedy Database providing technical helpdesk support to VOIP
users and offers products information across North America.
● Assisted customers through the steps of configuring VoIP, DSL, Router configurations.
● Assist customers with configuration and troubleshooting Windows 98/2000/XP related
problems.
● Answering Incoming Calls / Helpdesk Technical Support
● Providing support for ATA physical connection
● providing users with VOIP/DSL product information
● Troubleshoot DSL and VOIP Connections on windows 2000 Professional/XP
● Perform a series of tests to determine hardware faults for all VOIP/ Router components
● Assisted customers through the steps in installing drivers for the hardware components
● Provide technical support for various Internet service providers, providing assistance
with Internet related problems.
● Log support tickets in Heat and Remedy electronic helpdesk ticket management
software.
● Assist customers with configuration and troubleshooting DSL/Router related problems.
● Guided clients to special features offered by their Internet Service Provider, and to
additional services sold by their local offices
● Listened to unsatisfied customers understandingly and responded in a sympathetic
manner.
● Provided spoken directions, chat assistance and remote control assistance for internet
technical support calls in a courteous and respectful manner.
● Supported internet connectivity issues, VoIP issues, new internet setups, hardware
problems, and software issues for firewall. Assisted with both wired and wireless setups.
Collaborated with higher tier support teams in preparation for outbound call service to
customers who were having setups or problems with VoIP.
Environment: Windows 2000, XP, VOIP, DSL, Router Networking, ATA modem, Wi-Fi, Internet
Explorer, Remedy – North American consumers

6. BALLINC_INC
On-site Technical Support (Herzing College Co-op from Feb 2002-Feb2003)
February2003 – October2004
Position Description:
This position involved supporting corporate users in a Novel NetWare environment. Diagnose,
solve and troubleshoot Windows 98, 2000, XP related technical support.
● Full Software/Hardware Support on various machines running windows 98/2000/XP
● Full Support of windows based programs (word, Microsoft outlook, Microsoft
● Full Support of Novel Netware network such as; GroupWise.
● Printer and scanner installation on various operating system (XP/2000/95/98)
● Installed and configured software for all levels of staff. Processed software requests for
clients making them during an on-site call.
● Imaging and deploying Windows desktop using Norton Ghost imaging technology and
solutions (For rolling out specific software for agents to use on there workstations.)
● Full Software/Hardware Support on machine running windows 2000/98/XP such as:
o Uninstalling and Re-installing various Software when needed
o Assistance in setting up software on corporate users
o Providing advice for Spyware and Virus attacks and providing the customers with
the appropriate software
o Setting up 3rd party hardware for the customers (ex Flash Drives, Card Readers,
Printers, Faxes)
o Troubleshooting Various Printers (Changing toners, Ink cartridges, Ribbons)
● Setup new systems, desktops and laptops either from manufacturers like Dell/Toshiba
or constructed by myself, according to standard configuration. When applicable, tested
machines for stability and performance using benchmarking tools.
● Diagnosed printer difficulties (large or small local and network printers), ran tests to
ensure proper functionality was intact, and escalated tickets to service calls when
necessary.
● Maintained computer equipment and related office hardware on a call-by-call basis,
assessing the issue on-site. Researched solutions for solving software errors and
operating systemcrashes. Physically inspected systems which were not operating
properly, ensuring components did not manifest any sort of visible damage. Fault-tested
physical components when necessary.
Environment: Microsoft Windows 98/2000/XP, Novel NetWare, Ms Office Suite 2003 ,
GroupWise, Internet explorer, Mozilla Firefox, Norton Ghost, Nero Burning Rom, Lotus Notes,
Norton Anti-Virus, Adobe Acrobat (Standard and Professional Reader) , Intel x86 based
desktops/laptops, Xerox/HP all-in-one/network printer/scanner/fax, VPN, DVDR, Palm,
Windows Servers, switches, routers, Wi-Fi/ TCP/IP, WAN/LA

7. SUMMARYOF QUALIFICATION
● Experience working in a systems administration environment.
● Experience working with the PeopleSoft application.
● Experience working as part of a team.
● Experience in debugging, troubleshooting, testing and implementing software
● Experience in analyzing application issues and assisting users in resolving problems
● Effective communication abilities-Fluent in English, French.
● Supporting and maintaining Video Conference bridges
● Ability to work well independently and as a team member.
● Customer service experience
● Experience in providing IT support in an environment with network-based shared
applications.
● Experience in installing, configuring, troubleshooting, and supporting Microsoft
Windows-based desktop software in a Windows LAN environment
● Experience providing Tier 2 end-user support and/or client service to support an ERP
application in an IM/IT environment.
● Experience with service desk software systems for functions such as call tracking,
knowledge sharing, and statistical reporting
● Experience troubleshooting and resolving computer systems and/or business process
issues
COMPUTER SKILLS
OS Environments:
Windows 7
Windows Vista
Active Directory
Mac OS X
Novell Netware
Windows NT
Windows XP
Windows 2000 Pro
Windows 2003 Server
Windows 2008 Server
Windows 95/98/ME
Software Applications:
Microsoft Office
XP/2003/2007/2010
Lotus Notes 6/8
GroupWise
Blackberry 10
VPN Secure Token
Internet Explorer
Entrust
Symantec
Mozilla Firefox
VOIP
Netscape Navigator
SAP/RDIMS/PeopleSoft
Adobe Professional / Reader
Adobe CS / Photoshop
Norton Ghost
WinZip/ Winrar
Hardware :
Desktop and laptops
Cable and DSL modems
Local / Network printers
Digital cameras
Dell/HP/Toshiba
Secure Digital cards(SD)
Printers
Flatbed scanners
Wireless Connectivity
devices
General
Routers/switches/hubs
Blackberry / Playbook/
Droid/ Ipad Tablet
Phones/Faxes
Making cables
General WAN/LAN