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Work experience

Jul 2006Present

Senior Technician - Technical Helpdesk - Bell TV

  • Technical support agents I and Level II, Empowered the front line agents in the process improvement cycle by granting them a direct feed to the root cause 

  •  Take calls from customers last resort and managed the Learning from the Executive Escalations Program that drove significant reductions in top complaints drivers

  •  calls escalations in applying policies and procedures

  • monitoring and reminders to customers to ensure customer satisfaction

  •  Find issues need coaching to help team managers to better assist their agents in their skills and internal policies and procedures

  •  Related tasks: help desk back up, Floor Walker

  • Training continues listening with new agents


Jan 2009Jan 2009

Project coordinator bellTv

  • Designed and built key reports 
  • Perform daily change of receivers and master the aperture ratios
  • Provide support in the floor acting as a resource person for employees
  • Training of the product and project
  • Presentation of Meeting with daily report
  • Ensures communication on the floor and answer the e-mail box General
  • Managed project teams to deliver project scope on-time and on-budget
  • Developed and implemented a set of comprehensive tracking processes to monitor the routing model performance and efficiency
Jan 2008Jan 2008

Director-Support floor Belltv

  • Perform knowledge transfer to the local management team partners
  • Provide support in the floor acting as a resource person for employees
  • Escalation Management
  • With the help of partners, develop action plans to address the important and common problems (root cause analysis).
  • Oversaw and coached a team of 45 call center employees to ensure customer
    satisfaction goals were consistently met
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
  • Analyzed call volume and average call time to monitor Customer Service Representatives performance and productivity
Jan 2005Jan 2006

Cable installation technician

  • Connection cable disconnect equipment
  • on 750,625,500,450
  •  Installation plate PMD, PDC and amplifiers, CS7 ...
  •  Taking measurements of signals
  •  Reading Plans
  •  execution of all related network operations tasks 
Jan 2003Jan 2003

Sales Representative

Azerty United Canada

Team work with supervisor

  • Generate statistical reports
  •  Promote the sale of products
  •  Development of new and existing customers
  •  Managing customer base given production
  •  spots office
Jan 2000Jan 2002

Administrative Technician

Howmet Casting

Preparation of technical procedures for the production

  •  Generate statistical reports
  •  Collaborated with production engineers
  •  Taking digital photos
  •  Collaborated with production engineers

  •  Management Plans aircraft production
  • Management of parts shipping
  •  spots office
Jan 1999Jan 2000

Computer Network

Micro stratégie
  • Installing PC computer park
  •  Configuration of computer equipment
  • Implementation of LAN connections
  • The PC terminal emulations
  • Ensuring the security of the network with antivirus
  • Trouble shooting PC and printers
  •  Assist users of the company


Aug 2014Mar 2015

project management diploma

McGill University

v     Comprehensive project management McGill University

Jan 2005Jan 2006


Ecole Polymecanique

Certirficate ASP

Jan 2006Jan 2006

professional diploma

Ecole Polymecanique

Electromechanical Diploma

Jan 1996Jan 1999

College diploma


Computer networking Diploma



Operating system: MS-DOS, Windows 7, Windows NT 4.0

Programming Languages: Dbase4.2, Clipper, Visual Basic 5.0

Database: Access

Office: Excel, Word, PowerPoint, Visio

Networks: Novell network, As/400.

Internet: IE, Netscape,


  Project management, building business case and implement a project management plan,Call center, customer support agents and individuals, Customer Service,Experience in administration and customer service, Installation of computer systems and networks,Experience in the computer technology field,Installing and managing computer machine park,Experience in cable,Autonomy,Analytical and syntheticese


Languages: French, English, Arabic and Spanish