Personal Details

      Birth:             Montreal, 1986

      Citizenship:   Canadian

      Languages:   Level: Bilingual (English / French)

                           Level: Intermediate (Spanish)

                            Level: Beginner (Mandarin)

      Marital Status:      Single

      Health:          Good

Education

      October - December 2011: Basic Level Speaker

      Ayni Spanish Institute, La Paz, Bolivia

      August 2011: Spanish for Beginners Course

      Recreational Association Milton-Parc, Montreal, Québec, Canada

      July 2011: TESOL/TESL/TEFL Certification

      Oxford Seminars, Montreal, Québec, Canada

      2007-2008: Real Estate Agent Licence

      Champlain College, Saint-Lambert, Québec, Canada

      2004-2007: Computer Information Systems

      Champlain College, Saint-Lambert, Québec, Canada

Work Experience

      2012 (April & May): English Teacher – La Paz, La Paz, Bolivia

·         Gave private English Language lessons to 4 individuals ranging from beginner to advanced.

      2010-2011: Major Incident Manager, Incident Management Centre, CGI - Montreal, Québec, Canada

·         Led and coordinated operations between managerial and technical teams on conference calls for International Banking and Telecommunication companies. (The number of individuals participating usually varied between 5 to 25)

·         Published notifications about current outage scenario to client and internally at the highest levels.

·         Individually coached internal staff on the philosophy and procedures to be taken.

·         Hosted discussion forums with colleagues to address concerns that required attention.

      2008-2010: Incident Manager, Incident Management Centre, CGI - Montreal, Québec, Canada

·         Led the management of unresolved outage scenarios through to end alongside various teams.

·         Prepared a lesson plan and then coached entire Help Desk on the approach, process and information to be gathered during an outage scenario. (Around 100 people)

·         Worked closely with client to build a new support platform.

·         Integrated new support platform to current department.

·         Created and updated internal website.

      2007-2008: Consultant, Help Desk, CGI - Montreal, Québec, Canada

·         Provided first-line response for client's requiring assistance; this involved assisting the client's individual concern and finding a solution for their problem.

·         Analyzed, compiled and created incident tickets for a second level team to investigate when required.

·         Aided colleagues in difficulty as senior consultant.

      2007: Web Designer, EnTechnevision - Montreal, Québec, Canada

·         Built and maintained websites.

·         Managed ticketing system for a theatre.

·         Supervised colleagues.

      2006: Agent, Elections Canada - Chateauguay, Québec, Canada

·         Registered and updated the records of Canadian citizens for the 2006 federal elections in person and over the phone.

      2005: Computer Technician, Boomer 1570 AM (Radio Station) - Laval, Québec, Canada

• Ordered and maintained internal database of music directory.

·         Fixed hardware and software problems found around the workstations.

·         Built weekly schedules of music listings to be aired.

·         Recorded scheduled shows and commercials.

·         Assisted colleagues on technical concerns.

      1999-2011: Farmer, Family Farm - Saint-Constant, Québec, Canada

·         Manual labour at family farm.

Volunteer Experience

      2011: ENDA Bolivia, El Alto, La Paz, Bolivia

• Interacted with young girls (Aged 12-18) who had experienced: abuse, addictions or lived in the streets
• Taught English Language lessons and Computer classes for small groups (Between 4 and 12 students)
• Maintained the computer network and updated the organization’s website

      2006: Champlain College, Saint-Lambert, Québec, Canada

• Lab Monitoring for Computer Information System 1st year students at Champlain College

      2011: Champlain College, Saint-Lambert, Québec, Canada

• Co-Founder of Comedy Club (President, Internal Relations, Activity Coordinator)

Additional Information

      Interests:               Walking/Hiking, Reading, Writing, Meditation, and Traveling.

      Traits:                    Determined, Calm, Empathetic, Understanding and Attentive.

References

      Available upon request