1. Jean-Pierre Frenette
Professional Service Engineer
17 Smith, Gatineau, QC. J8T 2Z7
Jp.frenette@gmail.com
Home: 819-246-0784
Cell: 819-712-4601
Who I am:
· Fully bilingual, French and English, oral and
written.
· Excellent team player, while being able to
work alone when necessary.
· Logical personality who likes to go directly
to the point.
· Excellent learning abilities when it comes
to new software or equipment.
· Customer-oriented and driven.
· Known to be an excellent trainer/teacher
who is patient and can find ways to pass
knowledge.
· Excellent listener: able to understand the
customer’s requests and confirm with
customer what I understood is really what
they mean.
· Excellent communicator when it is time to
share information.
· Excellent interpersonal skills.
· Aim at getting results and solving problems
· Excellent troubleshooting skills.
· Excellent at analyzing the facts at-hand and
taking the decisions that applies.
· Eager to learn when exposed to new
equipment or situation.
· Takes pride at earning and keeping the trust
and respect of customers, managers and peers
and usually does so extremely well.
· Holder of a US/Canada Nexus border-crossing
card that required security investigation and
fingerprinting.
· Security-cleared for working unescorted in
various secure environment, like casino’s
security and administrative offices, police
forces all over Ontario/Québec, 911 centers,
fire departments, Bank of Canada’s computer
rooms, military facilities.
My knowledge:
· NICE Systems environments
· VoIP communications (Cisco)
· Telephony environments
· Microsoft servers
· Microsoft SQL
· CTI integrations
· Genesys integrations
· Microsoft clustering
· Disaster Recovery scenarios
o Network connectivity and
troubleshooting
o Complex IT System installation,
maintenance and troubleshooting.
o NAS/SAN basics
· User training
· Technical documents writing.
o Progress report writing geared at
various audiences.
· Workstation installation, maintenance and
troubleshooting
· Application installation and support (server
and workstation)
· Conflicts mediation
· Recording systems
· Post-installation testing
· Quality assurance
· Customer Acceptance tests
· Customer communications
· Workstation installation, maintenance and
troubleshooting
· Application installation and support (server
and workstation)
· MS user rights and group policies
· T1/E1 links
· Radio trunking
· Electronics

2. My work history:
1996 to November 2014 - NICE Systems (formerly Dictaphone)
Professional Service Engineer (NICE system integrator)
· Install, configure, maintain and troubleshoot advanced communication recording systems, either remotely or
onsite.
· phone recording, (extension side,
digital and analog)
· VoIP phones (Cisco),
· 2-ways radios. (stand-alone and
trunk, Motorola and M/A-Comm)
· T1 / E1 trunk recording
· Disaster Recovery implementations
involving Microsoft MDC, (local
clustering, geo-clustering,
application clustering).
· phonetic recognition,
· computer screen recording,
· Speech-To-Text servers,
· Emotion analysis,
· Integration attached business data
· Ensure all NICE-related servers at the many customer’s sites (20+ servers) are able to connect together
across the various VPN, routers and firewalls, using internally-developed tools and commercially available
ones (like WireShark)
· Ensure the NICE solution is able to communicate with the customer’s various systems. (Cisco phone
switches, Genesys interfaces, Avaya, CTI interfaces, IPC trading equipments, IEX Workforce management,
NAS / SAN storage, user workstations...)
· Troubleshoot situations related to expected user rights or group policies required for NICE applications to
work.
· Perform system upgrades (version changes), either in the form of new installation or upgrades using
existing hardware platform, when compliant.
· SQL database migration (online or
offline)
· Backups at appropriate rollback
checkpoints
· Application migration
· Perform system updates and patches, with appropriate backups, rollback plans and coordination, ensuring
the planned changes will not cause compatibility issues.
· Manage the installation schedule, to stay synchronized with the customer’s plans and to stay on track,
often while dealing with unplanned situation.
· Keep the customer and NICE’s various internal groups informed about the progress or issues of each
project.
· Successfully manage the customer’s expectations regarding the schedule and unplanned delays.
· Perform basic user training on each installation.
· Perform full training when a French instructor is required, including classroom presentation.
· Perform product demonstration to the customer’s management team, when the installation is completed.
· Perform complete post Installation Testing Procedure.
· Assist in developing Customer Acceptance Test procedure.
· Perform Customer Acceptance Test procedure with the customer.
· Produce final installation report, including full pre-delivery tests, configuration files, explanation of the
system’s implementation “as installed”, required usernames/passwords, software version currently used
and other information, as required to ensure clear transfer of knowledge from my installation team to the
support team.
· Work as a helpdesk engineer to assist my peers and customers when help is required in solving issues
remotely.

3. 1887-1995 CNCP communications/Unitel (Now known as AllStreams)
Plant Technician 1987-1992
Performed the configuration, installation, maintenance and repairs of high volume communication links, in a
communication central office. For maintenance and repairs, I was in direct contact with the customers, from
the time they called me to open a trouble till the problem was fixed, dealing with all customers, no matter how
anxious or belligerent , in order to gain their trust and help so I could fix the issue as fast as possible.
Project Coordinator 1992-1995
Performed project coordination/management for the installation of communication systems, from the time the
order was submitted by the sales group till the time it was delivered to the customer. In charge of ordering
equipment and facilities from various outside providers, planning the proper schedule to have the required
parts delivered on time, coordinate scheduling with the various internal group and the customers, in order to
achieve the best delivery date possible, while ensuring the best quality possible and while staying within the
project’s budget. Informed the customers of the state of the project and managed customer’s complaints in
case of delays.
Biomedical technician, Gatineau Hospital: Summer 1985-86
Student worker.
Spent 2 summers as a biomedical technician, in charge of maintaining, installing and repairing various medical
and non-medical equipments in a hospital environment. I was mainly responsible for the maintenance of the
medical imaging equipment (x-ray) and hospital’s Nortel SL-1 phone system while the primary technicians
were on vacation. I was also assisting in the maintenance and repair of the
laboratory/emergency/ICU/operating rooms equipments.
These 2 summers helped me develop a high work ethic and taught me to pay attention to details since, in a
hospital environment, when working on patient-related equipments, mistakes can cost lives. This is also
where I learned how to manage different type of personalities, in order to gain their support so I can work
more efficiently and assist them better.
Software experience:
· NICE Systems’ software suite
· Microsoft clustering (local and geo-clustering)
· Microsoft Office Suite (various versions
till 2010)
· Windows OS: NT (server/workstation)
2000, 2003, 2008, Win3.1, 95, 98, XP,
Win7
· Microsoft DOS
· Microsoft SQL: 6.5, 7, 8, 2000, 2005, 2008
· Unix (Qnix)
· Novel 3.11
· MS Basic
· Dbase
· Lotus Notes
Education:
· NICE basic training
· Continuous NICE training on new products and updates.
· Microsoft clustering (local and geo-clustering) applied to NICE servers and applications
· CNCP (Unitel/AllStream) basic telecommunication training.
· College degree in electronics. (Cegep de l’Outaouais, 3 years technologist program)
· Dbase+ (Cegep de l’Outaouais)
· Internet basics and Web page design (Université du Québec)
· Administering Windows NT (Cegep de l’Outaouais)
· Administering Novell 3.11 (Cegep de l’Outaouais)
Certification:
· Comptia A+
· Comptia Server+
· Comptia Network+