Stephane Allard

Experience

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  Convergys

  Jan 2004 - Aug 2004

  Help Desk Operator

  Provide technical support and conduct problem resolution for internal and external clients. Gather information from clients to identify root causes of problem; troubleshoot problem(s). Evaluate problem calls, document within client database, solve and ensure solutions are made available to client. Ensure all calls are answered and resolved appropriately and to the clients’ satisfaction.

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  JPMorganChase

  Aug 2005 - Mar 2006

  Client Service Specialist

  Provide professional customer service and assistance to internal and external clients. Effectively handle problems, complaints and inquiries; logging them into the system. Process information for new accounts, cancellations, and modifications. Update and maintain customer account information in system.Covergys, Ottawa, ON.

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  The Ottawa Hospital

  Jul 2006 - Nov 2006

  Administrative Assistant

  Book appointments for new and existing patients. Update and maintain all patient information on Prosthetics/Orthotics database. Record new prescriptions and referrals for chiropodist to review. Order footwear and custom foot orthoses for patients from outside suppliers. Prepare receipts and paperwork for patients; process payments through automated machine.

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  MD Financial Management | Gestion financière MD

  Sept 2007 - Mar 2013

  Provide second level technical support and maintain in-house laptops, desktops, smartphones, Blackberries, and peripherals. Assess performance and troubleshoot problem areas by diagnosing, debugging, repairing, installing, maintaining, and upgrading systems and equipment remotely or on-site. Implement and maintain the corporate Disaster Recovery and Business Continuity Plans. Support off site meetings for up to 400 employees. Accurately and efficiently document client issues and related resolutions. Physically lift and move equipment of varying weight. Show less

  • PC Support Specialist

    Apr 2010 - Mar 2013

  • Client Support Analyst

    Sept 2007 - Apr 2010
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  AVG Technologies

  Jan 2014 - Oct 2016

  • Address and resolve escalations related to Managed Workplace, CloudCare, BAU and NOC/HD • Provide analysis of issues to outlining actionable activities to address issues at the root (RCA and CA) • Restore customer faith in AVG • Complete trend analysis of escalations • Create reports of customer issues and trending • Initial contact to customer complaint with resolutions and or coordinate communication with customer and appropriate point of contact. • Establish communication between teams for customer resolution such as Product Development, Finance, Management, etc. • Track and establish consistency of credits given to customers due to release issues, product failures, etc. (Margin Control) • Create and manage customer surveys for exiting and current customers to discover what we are doing correct and incorrect. • Facilitate/Coordinate/Manage agenda of weekly CSAT calls • Customer Satisfaction reporting o Customer complaint resolution (won/lost/start date to end date of original complaint, etc.) o Customer retention by Product and or service • Create a single point of contact for the customer from start to finish. • Reduce time of resolution for the customer • Track and educate departmental heads of re-occurring issues to reduce future complaints • Other important duties that may be assigned by manager based on the needs of the business Show less • Provide technical support, troubleshooting, and case resolution to AVG Partners on Managed Workplace software via phone and email.• Respond to enquiries in accordance with agreed time lines, procedures and quality standards.• Consult on-line web tool, computerized data base, manuals, circulars or internal resources for information on resolution procedures.• Construct individual case reference files and update case management data base.• Ability to recognize when escalation is necessary. Escalate cases properly through established procedures.• Approval and creation of knowledge base articles.• Remain current on new developments and changes through ongoing circular, e-mail, and manual review. Attend training updates as required. Show less •Communicate electronically and over the phone with computer users experiencing difficulties to determine and document issues •Research and implement solutions for these issues by consulting user guides, technical manuals and other documents •Provide advice and training to users in response to identified difficulties •Collect, organize and maintain information about problems and solutions in a log to be used by other agents. •Support specified line of Managed Workplace products using a defined problem solving methodology •Provide first line response for users requiring assistance with information technology issues and problems •Respond to all inbound client communications including: emails, phone calls and chat within a set timeframe •Log details about issues in a help desk management system •Track issues to resolution and update the internal knowledgebase •Escalate problems to the appropriate Tier 2 and Tier 3 support teams •Assist in special projects as required Show less

  • Senior Escalation Specialist

    Jul 2016 - Oct 2016

  • Technical Support Specialist

    Apr 2014 - Jun 2016

  • Helpdesk Analyst

    Jan 2014 - Apr 2014
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  Avast

  Oct 2016 - Jan 2019

  Senior Escalation Specialist

  • Address and resolve escalations related to Managed Workplace, CloudCare, BAU and NOC/HD • Provide analysis of issues to outlining actionable activities to address issues at the root (RCA and CA) • Restore customer faith in Avast • Complete trend analysis of escalations • Create reports of customer issues and trending • Initial contact to customer complaint with resolutions and or coordinate communication with customer and appropriate point of contact. • Establish communication between teams for customer resolution such as Product Development, Finance, Management, etc. • Track and establish consistency of credits given to customers due to release issues, product failures, etc. (Margin Control) • Create and manage customer surveys for exiting and current customers to discover what we are doing correct and incorrect. • Facilitate/Coordinate/Manage agenda of weekly CSAT calls • Customer Satisfaction reporting o Customer complaint resolution (won/lost/start date to end date of original complaint, etc.) o Customer retention by Product and or service • Create a single point of contact for the customer from start to finish. • Reduce time of resolution for the customer • Track and educate departmental heads of re-occurring issues to reduce future complaints • Other important duties that may be assigned by manager based on the needs of the business Show less

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  Barracuda MSP

  Feb 2019 - now

  • Technical Partner Success Manager, XDR

    Feb 2024 - now

  • Sr. Escalation Manager

    Feb 2019 - Feb 2024