Remote Bilingual Technical Support Representative (EN/FR); 

⭐Cisco: AnyConnect VPN, Finesse & Jabber (VoIP)

★ SharePoint migration from Shaw to Rogers; Windows 10 & 11 Enterprise: PC & Network Connectivity troubleshooting

★ Microsoft 365 remote work tools: Word, Excel, Access {Wildcards, Macros & VBA Programming}, OneNote, Loop

★ CBS ERP: Supply Chain Inventory Management, Billing, Service Delivery & ServiceNow CRM Support Ticketing System

★ Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues  

★ Documented all customer interactions and solutions in a detailed ticketing system for future reference  

★ Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution  

★ Assisted in the development of user guides and knowledge base articles to improve self-service options for customers  

★ Performed remote diagnostics and troubleshooting to identify network connectivity problems  

★ Installed, configured, and maintained software applications on customer devices remotely or onsite as required  

★ Conducted regular follow-ups with customers to ensure their technical issues were fully resolved  

★ Identified recurring technical issues and worked with product development teams to implement permanent fixes  

★ Provided training sessions for new employees on common technical support procedures and best practices  

★ Maintained up-to-date knowledge of industry trends, emerging technologies, and product updates through continuous learning initiatives  

★ Resolved XX% of customer inquiries on the first call, exceeding departmental targets  

★ Achieved an average customer satisfaction rating of XX% based on post-interaction surveys conducted by the company  

★ Maintained a high level of professionalism and empathy while assisting frustrated or upset customers with their technical difficulties  

★ Developed expertise in troubleshooting specific products or systems through continuous learning initiatives offered by the company  

★ Managed a high volume of incoming calls while maintaining quality standards for response time and issue resolution  

★ Provided step-by-step instructions to customers on how to troubleshoot common software errors or perform basic maintenance tasks  

★ Assisted customers in setting up new accounts, configuring devices, and installing software applications remotely  

★ Documented all customer interactions and solutions in a CRM system to ensure accurate tracking of issues and resolutions  

★ Provided level 1 technical support to customers via phone, email, and chat  

★ Troubleshot hardware and software problems for a wide range of devices including desktops, laptops, printers, and mobile devices  

★ Collaborated with level 2 support teams to escalate complex issues requiring further investigation or expertise  

★ Followed standard operating procedures to ensure consistent service delivery and adherence to company policies  

★ Performed remote diagnostics to identify network connectivity issues and resolve them promptly  

★ Delivered exceptional customer service by actively listening to customer concerns and providing accurate solutions  

★ Demonstrated strong problem-solving skills by resolving complex technical issues within established SLAs  

★ Contributed ideas for process improvements that increased efficiency in handling customer inquiries  

★ Collaborated with vendors and third-party service providers to coordinate repairs or replacements for faulty hardware components  

★ Achieved an average resolution time of less than XX hours per ticket through efficient troubleshooting techniques  

★ Investigated software bugs reported by customers and collaborated with development teams to implement fixes through updates  

★ Migrated legacy systems to cloud-based platforms, improving scalability and reducing costs by XX%  

★ Provided guidance on data backup, security measures, and virus protection to prevent future incidents  

★ Leveraged remote access tools to troubleshoot customer devices remotely, minimizing downtime  

★ Demonstrated analytical skills by identifying patterns in reported issues and proposing long-term solutions  

★ Monitored network infrastructure proactively to prevent customer-impacting issues  

★ Identified opportunities for upselling or cross-selling products and services during customer interactions  

★ Served as a point of contact for escalated customer complaints, resolving conflicts professionally  

★ Maintained a comprehensive knowledge base of common technical issues and their resolutions  

★ Liaised between customers and internal teams to ensure timely issue resolution  

★ Achieved an average response time of less than XX minutes during peak hours through efficient task prioritization  

★ Cultivated positive relationships with key clients through exceptional service delivery  

★ Suggested process improvements that increased efficiency within the tech support department  

★ Mentored junior support team members, providing guidance on best practices for issue resolution  

★ Assisted in creating knowledge base articles, FAQs, and troubleshooting guides for self-service resources  

★ Used clear communication to explain technical concepts to non-technical users effectively  

★ Analyzed complex technical issues and developed innovative solutions  

★ Collaborated with product teams to test new features and provide feedback based on user experience  

★ Stayed updated on technology trends and product knowledge to ensure accurate customer information  

★ Maintained high customer satisfaction through timely and effective resolutions  

★ Performed remote diagnostics to identify root causes of technical problems and implemented corrective actions  

★ Assisted customers in setting up new devices and configuring network settings for optimal performance  

★ Conducted regular audits of IT asset inventories to ensure data accuracy  

★ Participated in team meetings to discuss challenges, share knowledge, and propose innovative solutions  

★ Analyzed user-reported symptoms, identified root causes, and implemented effective solutions  

★ Provided guidance to customers during system upgrades or migrations to ensure smooth transitions  

★ Maintained confidentiality and data security during all customer interactions  

★ Served as a subject matter expert for specific software applications, assisting both staff and clients  

★ Explained complex technical issues in simple terms understandable by non-technical users  

★ Used remote access tools (TeamViewer, RDP) to troubleshoot devices remotely  

★ Migrated user data from legacy to new systems during hardware upgrades or replacements  

★ Conducted training sessions for non-technical staff on computer skills and data security best practices  

★ Set up and configured email accounts, troubleshooting common client problems  

★ Provided mobile device support (smartphones, tablets) including app installation and synchronization  

★ Developed and implemented quality control procedures to improve product consistency  

★ Calibrated testing equipment to maintain measurement accuracy  

★ Analyzed test data to identify potential process improvements  

★ Investigated customer complaints about product quality, providing detailed reports  

★ Collaborated with suppliers regarding material specifications and non-conformance issues  

★ Applied statistical process control (SPC) to monitor KPIs such as defect rates  

★ Supported continuous improvement projects to reduce defects and improve efficiency  

★ Ensured regulatory compliance through ongoing training and policy adherence  

★ Validated new processes and equipment by conducting tests per established protocols  

★ Worked with production teams during setups/changeovers to verify correct parameters  

★ Conducted internal audits to ensure compliance with policies and regulations  

★ Investigated non-conforming products using root cause analysis and implemented corrective actions  

★ Provided technical support on quality-related matters to internal departments  

★ Used data analysis to detect trends, patterns, and anomalies in large datasets  

★ Created reports and presentations summarizing findings for management  

★ Migrated legacy systems to modern platforms while minimizing operational disruptions  

★ Designed and optimized database structures for efficient data storage and retrieval  

★ Troubleshot network connectivity issues using knowledge of TCP/IP, firewalls, routers, and switches  

★ Developed and executed test plans to validate software functionality and performance  

★ Acted as a liaison between technical teams and non-technical stakeholders  

★ Investigated system failures and outages using diagnostic tools (e.g., log analysis)  

★ Implemented security controls to ensure compliance with regulations (e.g., HIPAA, GDPR)  

★ Migrated on-premises infrastructure to cloud platforms (AWS, Azure) for scalability and cost efficiency  

★ Piloted agile adoption, increasing team productivity by XX%  

★ Configured network devices such as routers, switches, and firewalls to meet system requirements  

★ Developed and executed test procedures to ensure quality and functionality of technology systems  

★ Created user manuals, SOPs, and training materials for internal and external users  

★ Evaluated emerging technologies to identify opportunities for innovation  

★ Installed and configured operating systems, applications, and drivers for desktops and laptops  

★ Assisted with printer, scanner, and peripheral device setup and configuration  

★ Identified root causes of recurring incidents and implemented long-term fixes  

★ Acted as an escalation point for complex issues requiring advanced troubleshooting  

★ Authored FAQs and documentation for frequently encountered IT problems  

★ Assisted in email migration projects (Office 365, G Suite)  

★ Configured video conferencing systems (Zoom, Microsoft Teams) for virtual meetings  

★ Maintained hardware inventory records including serials, models, and locations  

★ Configured email clients (Outlook, Thunderbird) ensuring proper synchronization  

★ Supported technology projects such as system upgrades and office relocations  

★ Set up audiovisual equipment for meetings and presentations  

★ Performed system maintenance (disk cleanup, defragmentation, updates) to improve performance  

★ Conducted hardware repairs and upgrades (RAM, storage, components)  

★ Managed ticketing system to prioritize and resolve user requests efficiently  

★ Collaborated across teams to diagnose complex network issues and implement effective fixes  

★ Provided end-user support, troubleshooting both hardware and software problems  

https://www.linkedin.com/in/JonathanDecelles/

https://github.com/JDecelles1990/

https://sites.google.com/view/JonathanDecelles/

Objective: Transitioning into a IT Support Technician role, leveraging two years of remote bilingual technical support in the

telecommunication industry, with more than 15 years of customer service experience. I’ve been passionate about technology

since childhood, excelling in resolving complex issues with a friendly, professional & collaborative approach while fostering

positive team dynamics. I’m committed to delivering quality service, efficient problem-solving, while maintaining effective

communication with customers & end-users. I am known for meticulous note-taking, exceptional listening abilities, adaptability,

with a dedication to continuous learning, ensuring reliable and innovative support contributing to organizational success.

Here’s a clean, structured, professional list of your skills and technologies — organized for clarity and impact. This format works beautifully for resumes, LinkedIn, or portfolio summaries.

Skills & Technical Competencies

🌐 Languages

• English — College enriched level

• French — Native; EUF (Épreuve Uniforme de Français, DEC) successfully completed

🎨 Web & Design

• Website creation

• Typography

• HTTP, SSL

☁️ Cloud & Workspace Platforms

• Google Cloud Workspace Admin Console (GCP)

• Google Apps Script

• Google Sites (Intranet Portal)

• Microsoft 365 Admin Center

• Intune MDM

• Azure Entra ID (IAM, SSO, MFA, OAuth API)

• AWS, GCP, Hybrid Cloud environments

• DevOps workflows (CI/CD, IaC, Git, GitHub)

📊 Mathematics & Analytics

• Advanced statistics

• Integral calculus

🧩 ITSM & Support

• ITIL / ITSM ticketing systems

• SLAs management

• ServiceNow, Zoho Desk, BPO workflows

• RCA (Root Cause Analysis)

• Communication, support, training

• Knowledge base documentation

🖥️ Remote Access & Tools

• RDC, VNC

• Zoho Assist

• TeamViewer

💻 Scripting & Automation

• Bash CLI

• PowerShell

• Batch scripting

• Registry Editor

• Python automation/orchestration

• JSON, XML

🧰 Development & IDEs

• VSCode

• Google Colab

• Jupyter Notebook

• HTML / MIME

• PuTTY (SFTP, SCP, SSH keys → Linux configuration)

🏢 Windows Server & Infrastructure

• Windows Server deployment: 2016, 2019, 2022

• Active Directory, Domain Controller, GPO

• Kerberos authentication

• Patch management

🌐 Networking

• OSI Model

• DNS zones

• DHCP pools

• JWT

• Telnet & SSH to L2 managed switches

• VLANs

• Subnetting

• Routing

• VoIP, SIP, QoS, PBX

• TCP/IP (TCP, UDP)

• NAT, Firewall, ACL

• Gateway, Proxy, Load Balancing

• DMZ, Database fundamentals

• RBAC, Zero-Trust, Certificate Authority

🖧 VPN & Security

• VPN: IPSec, TLS

• Cisco Duo / AnyConnect

• SMB, FTP, UAC

• SysInternals suite

• SIEM, EDR

🧪 Windows OS & Diagnostics

• Windows 10 Pro / Windows 11

• chkdsk, MSConfig, WinRM

• Driver Verifier Manager

• Recovery & rollback

• System information utilities (HW, SW, NW)

• Event Viewer, Resource Monitor, Performance Monitor

• WinRE, DiskPart

• BCD store, UEFI

🖥️ Virtualization & Hypervisors

• Hyper-V

• VMware

• VirtualBox

• vSphere ESXi

• VM snapshots

🧱 Hardware & Embedded

• Raspberry Pi: SAN, NAS, DiskPart, RAID

🐧 Linux Systems

• Ubuntu

• Debian

• Xfce

• Arch Linux

• Android (Linux-based)

🏗️ Hybrid Infrastructure

• Hybrid-cloud infrastructure

• Endpoint management

If you want, I can also turn this into:

• a polished resume section

• a LinkedIn “About” summary

• a categorized competency matrix

• a visual diagram (skills map)

Just tell me what format you want next.

EDUCATION

2024 - 2025 CompTIA Network | Pearson OnVUE

2020 - 2022 Computer Sciences, Software Programming | Udemy Online Courses

2013 - 2020 Social Science, with mathematics (Sciences Humaines) | Rosemont College

2011 - 2012 Infographic in preprint (Infographie en prémédia) | Ahuntsic College

2008 - 2011 Nursing Technology | Cégep Édouard-Montpetit

2007 - 2008 Natural sciences, health sciences profile | Cégep Édouard-Montpetit

EXPERIENCE

01/2023 - Present Remote Technical Support Agent | Rogers/Shaw Direct Satellite — Montréal

Gatestone BPO Bilingual Teleworking (EN/FR); Cisco: AnyConnect VPN, Finesse & Jabber (VoIP)

SharePoint migration from Shaw to Rogers; Windows 10 & 11 Enterprise: PC & Network Connectivity troubleshooting

Microsoft 365 remote work tools: Word, Excel, Access {Wildcards, Macros & VBA Programming}, OneNote, Loop

CBS ERP: Supply Chain Inventory Management, Billing, Service Delivery & ServiceNow CRM Support Ticketing System

05/2009 - 07/2022 Nurse’s Aid | Charles-LeMoyne Hospital — Greenfield Park

Working under pressure in an emergency environment & the flying squad on all the hospital’s departments

Professional communication, active listening & supportive relationship with patients & medical team

Training of more than 80 new nurse’s aids {Emergency} between 2020 and 2022

01/2008 - 05/2009 Nurse’s Aid| Habitats LaFayette (COGIR) — Longueuil

IT TECHNICAL Homelab

1. Install a Windows Server 2019 image (ISO) on VMware (Hypervisor, type 2), initialized and updated.

2. Installed Windows Server 2016 on an old computer (repaired and upgraded with an SSD).

3. Setting up a Static IPv4 Address (Network Adapter: Properties) to Windows Server 2016, 2019, 2022.

4. Installed a DNS Server; & DHCP Server and set a Scope of Dynamic IPs Poll to assign it to a VLAN [L2].

5. Installed Active Directory Domain Services (ADDS) and promoted the Server: Domain Controller (DC01).

6. Named the Root Domain Name (DC01) for the Forest (DC) In bring (ADUC). DNS Name Space & DNS Records.

7. Created Organizational Unit (OU); User groups; DNS & DHCP Servers; Configure Workstations.

8. Create new Users that I added in new Groups, OUs & created GPOs. Configure DHCP IPv4 Pool & activate Scope.

9. Create a new zone for the DNS server (Reverse Lookup Zone for IPv4). Reverse DNS Lookup [>ping -a].

10. Joined my PCs + VMs (W10 Pro) to the Domain: TCP/IPv4 Ethernet Adapter Properties Adv. Network Settings.

11. Installed RSAT Tools (W10 Pro) to control the Server remotely, I authorized the port #3389 with a new rule for

12. Windows Defender FireWall in order to authorize the protocol RDP [L6]. System Backup & Recovery. Safe Mode.

13. I created a Shared Folder on the Network + MAP Drive. Assign Permissions to Folders [Read, Write, Modify].

14. Transfer files (FTP #20-21 [L7]) in the Server by writing: [\\DC01\C$] (HostName or IP) in the File Manager

15. navigation bar, from a remote PC/Server. Also from an Android FTP Server APP to transfer large files over LAN.

16. [bring]: Added or deleted Users in a domain & setted up their account. Create OUs. & GPO with GPM (& GPME).

17. [GPMC]: Created, modified, deleted, reported, searched, associated with a OR, unlinked, saved [NTDS.dit],

18. restore (SYSVOL), imported & executed [>gpupdate /force] of the modeled sessions of GPO (Group Policy Object).

19. To research a User, reset & choose their password, then add to a OU & a Group. Delegated Permissions

20. (R-W-M) to Groups & Users. Changed their password. Deleted Users. Transferred some Users to other OUs.

21. Added a Shared Printer for all OU (Department) of Domain (SubNet) & attribute DHCP Address Reservation.

22. (Re-)Installed a Device, Updated Drivers, connected a Printer to the Network, Manage Services: Print Spooler

23. [CMD >net stop spooler; >net start spooler] or [PS >restart-service spooler] (Restart Printer Service=Start+Stop).

24. Troubleshoot a network using commands (cmd): [>ping; >tracert; >ipconfig /release /renew; >netstat; > arp -a].

25. Install an Exch. Svr 2019 & Exchange Admin Center (EAC) DC01; Dom. Mail Flow Connectors; Mailboxes.

26. Configure Distribution Group (& a DL) for Shared Emails @li@s in Outlook & Microsoft 365 Admin Center.

27. Install TeamViewer on the 2 machines in order to control them remotely using the GUI (PC & Type 2 Host VM).

28. Partitions on M.2 NVMe/HDD/SSD with CLI [>diskpart]. Configure System Recovery Image & Restore Points.

29. Download Modules cmdlets for PowerShell, and create automation PS Scripts.ps1 with PowerShell ISE.

30. Flashed an OS image (ISO) of Debian, Ubuntu & XFCE on an SD card of a Raspberry Pi 4. Edit Scripts.bat.

31. Navigate Windows & Linux systems. Create/Add text file from cmd terminal Interface (Bash, CLI, PowerShell).

32. Organize codes Python & JSON in Repositories.git [>git init]. Stage files to GitHub [>git commit -m “add bloc”]

33. Created a Virtual Environment with CLI, PyCharm (PyC) & Visual Studio Code (VSC). OpenCV.

34. Downloaded Programs Repo from GitHub [>git clone], and Branches of a Code Version [>git pull].

35. Connected 4 monitors to a computer [VGA, HDMI, USB External GPU, Switch Keyboard-Video-Mouse (KVM)].

36. Create a VLAN on my Managed Switch using CLI (TP-Link JetStream 8-port Smart Managed Switch).

37. Created, assigned, closed a Ticket with ServiceNow & SpiceWorks (& learned Jira Ticketing System).

38. AI LLM prompt engineering: ChatGPT, Copilot, Claude, Gemini, Perplexity, Meta LLaMa 3, Mistral L., DeepSeek.

39. Created a Managed Network Shared Drive on a Disk Partition & Mapped it to Network File System [\\HostIP\C$].

40. Created a Startup PowerShell script & added it to ADUC to Query all users locked from their account in a dir. list.

41. Documenting an Excel centralized knowledge base with Troubleshooting Guide for reference & Tasks Automation.

42. TaskMan. ResMon. Perfmon: DCS. Event Viewer: Filter Logs ID; Snap-Ins (Events ID; Services; DeviceMan.)

43. Memory Diagnostic [>>>mdsched.exe]. Chrome & Edge browser issues. File issues. Missing File. Access Errors.

44. >DISM /Online /Cleanup-Image /CSR_Health. >chkdsk C: /f /r. >SFC /scannow. >Dxdiag. >winver. >systeminfo.

45. Computer Management Console [>>>compmgmt.msc]. Set up MMC Consoles for related issue resolution.

46. Certificate Management in ADCS: MFA/VPN/SSL; Revocation List (CRL); CA; CertUtil; Check Expired Certificate.

47. Created a Google Site (Portfolio & IT Knowledge Base), Web Design, CES, SEO, See it→ 3rd link at the top of the CV.

48. Opérations SaaS sur la Plateforme CRM TractionDK: Opportunités/cotation/Sales Workflow Pipelines/Filtres/Cartes/Comptes.

JONATHAN DECELLES

📱 (438) 933-3122

📧 Jonathan_Decelles1990@hotmail.com

Jonathan Decelles

Professional Summary

Bilingual (FR/EN) IT Support Technician with 2 years of remote helpdesk experience at Rogers/Shaw.

Skilled in troubleshooting Windows 10/11, Microsoft 365, VPN, VoIP, and ServiceNow ITSM.

Strong customer service background (15+ years) with proven problem-solving and communication skills.

Hands-on experience with Active Directory, Windows Server, and PowerShell scripting through home lab projects.

Currently pursuing CompTIA Network+ certification.

Core Skills

Helpdesk & Ticketing: ServiceNow, Spiceworks, Jira

Remote Support: Cisco AnyConnect VPN, Jabber VoIP, TeamViewer, Zoho, RDP, VNC

Microsoft 365: Outlook, Teams, SharePoint, OneDrive, Access, Excel (VBA)

Windows Enterprise: Active Directory, DNS, DHCP, GPOs

Automation & Scripting: PowerShell, Batch, Macros

Networking: TCP/IP, VPN (SSL/IPSec), VLAN basics

Languages: French (native), English (advanced)

Professional Experience

Remote Technical Support Agent — Rogers/Shaw | Montréal | 2023–2025

Delivered bilingual (EN/FR) first-line support for hardware, software, and connectivity issues.

Resolved incidents via ServiceNow ITSM and documented workflows for SLA compliance.

Troubleshot Microsoft 365, VPN (Cisco AnyConnect), and VoIP (Jabber, Finesse) tools.

Used RDP and TeamViewer for remote diagnostics and issue resolution.

Nurse’s Aid — Charles-LeMoyne Hospital | Greenfield Park | 2009–2022

Supported patients and staff in high-pressure emergency environments.

Trained and onboarded 80+ new staff members, building adaptability and teamwork.

Developed strong active listening, empathy, and communication skills.

Technical Projects (Home Lab)

Configured Windows Server with Active Directory, DNS, DHCP, and Group Policy.

Built PowerShell scripts for account management and troubleshooting.

Set up VPN, VLAN, and virtual machines (VMware, Hyper-V) for network practice.

Installed Linux servers (Ubuntu, Debian) for cross-platform troubleshooting.

Education & Certifications

CompTIA Network+ — In progress (2024–2025)

Computer Sciences & Programming — Udemy (2020–2022)

Social Science with Mathematics — Rosemont College (2013–2020)