Michaël Bélanger

Experience

• 

  Shaw Communications

  May 2005 - Oct 2008

  Technical Support Agent

  • Documented all incoming calls to capture customer information, nature of call, resolution and follow-up.• Provided technical assistance via troubleshooting and technician dispatch to all clients regarding Shaw's suite of services.• Prioritized and escalated multiple client impact issues to appropriate support resources as required. • Assisted in new hire training for Technical Support Representatives via hands-on training of daily required duties, answering new hire questions and providing short term one-on-one support.• Followed and adhered to internal goals regarding customer call-times, answering all inquiries quickly and professionally. Show less

• 

  BW Technologies by Honeywell

  Oct 2008 - Mar 2010

  Customer Support Specialist

  Accomplishments• Rewired on-site network switches and document building to match ports with desks.• Configured Cisco switch port descriptions to match documentation and building diagrams.• Mapped company premises in MS Visio and document network connections.• Site-wide hardware refresh ensuring decommission of old Win2000 servers and desktops to Windows 7.Key Responsibilities• Primary point of contact for Tier 1 and 2 support requests including onboard/offboard of new employees.• Staged, installed and deployed new hardware for all users including manufacturing floor.• Processed all IMAC changes for new users, password resets and Cisco telephone lines.• Troubleshot and configured variety of applications for enterprise including Microsoft Office products.• Serviced and maintained printers and faxes.• Created and maintained site-wide inventory of hardware assets.• Logged all tickets in Remedy including creation of daily and weekly metrics to track performance.• Handled triage of security incidents including isolation of affected systems, remediation and root cause analysis. Show less

• 

  BP Canada

  May 2010 - Oct 2010

  Audio Visual Support Technician

  • Provided audio and visual teleconferencing support for office conference rooms.• Documented all help requests providing issue, detailed resolution and follow-up with end client post resolution to ensure satisfaction.• Incorporated multiple hardware devices from vendors to deliver a high quality and reliable teleconference solution such as Polycom, wireless microphones and Crestron touch panels.• Escalated as appropriate any disruptions to network connections or ISDN lines to third party support services.• Remained on call at all times during business hours to handle any technical issues of high severity. Show less

• 

  Canadian Pacific Railway

  Oct 2010 - Apr 2016

  • Built roles in development, acceptance and production for all landscapes including BW, CRM, TM, EM, SRM and ESS/MSS portal.• Reviewed all role builds ensuring adequate SOD checks and mitigations including appropriate role owner approval.• Participated in quarterly and yearly controls audit including providing documentation of adherence to existing controls and sampling of current landscape.• Provisioned development, acceptance and production roles using both LSMW and ALE connections.• Investigated end user access issues including development, testing and transport of fixes through development life cycle.• Performed routine and regular access risk analysis (ARA) on existing roles including recommendations to mitigate SOD conflicts and provide appropriate permissions using “least access” methodology.• Managed OSS and “firefighter” access requests for emergency changes, hotfixes and other high severity incidents.• Daily review of all new access requests including gathering of business requirements for new functionality, enhancement of existing roles or general access requests for onboard/offboard of employees.• Participated in system upgrade activities including planning, testing and cutover phases.• Developed new access role for end user provisioning team updating 0105 infotype in-house, reducing turnaround time of new access from 3-5 business days to 1-2 business days.• Created new ESS/MSS workflow to assign required roles and Active Directory security groups during onboarding, reducing new employee turnaround time from 3-5 business days to 24 hours.• Technical lead during SAP R4 cutover resolving issue with HR status codes in data feed to downstream applications. Resolution resulted in reduction of 75% of incident tickets relating to access issues. Show less • Reviewed and provisioned end user system access to corporate applications including new user creation, file shares, print queues and application security groups in Active Directory. • Monitored and investigated file share quota usage including trends and overall capacity planning. • Assisted with inactive account cleanup of four thousand users no longer with company.• Created process diagrams in Microsoft Visio for internal knowledgebase. • Creation of basic PowerShell scripts to provide automation of daily tasks. • Daily analysis and approval of business requests requiring high attention to detail and knowledge of available industry solutions.• Insourced existing file share, user creation and security group provisioning activities from Hewlett-Packard with significant cost savings to corporation estimated at $5.6M. • Delivered completed insourcing solution six weeks ahead of schedule. Received “Exceeds” rating on Personal Performance Management equating to 150% of planned expectations for fiscal year 2014. Show less • Assisted service desk team members to resolve complicated end user inquiries. • Prepared and maintained training documentation for both new and existing team members. • Provided cross-training sessions to facilitate function as a first call resolution center. • Monitored phone, email and ticketing system queues to ensure quality and expedient customer service.• Created and maintained statistics dashboard for team. • Provide daily and weekly updates to regarding statistics including executive report preparation. • On-call support as required for high severity incidents.• Automation of statistics reducing time required from 4 hours per day to 30 minutes per week. Show less

  • Analyst - SAP Security Administration

    Jan 2014 - Apr 2016

  • Analyst - Technical Secondary Support - Access Fulfillment

    Jan 2013 - Jan 2014

  • Analyst - Service Desk Secondary Support

    Jan 2012 - Jan 2013

  • Analyst - Service Desk

    Oct 2010 - Jan 2012
• 

  Co-operators

  Mar 2017 - Mar 2018

  Systems Support Representative

  • Provided technical and procedural guidance to internal staff, supporting policy and billing systems for Auto, Home, Commercial and Farm product lines.• Supported agency staff with how-to guidance on use of PeopleSoft (ECM) application.• Conducted in-depth analysis of reported issues with supported applications and leveraging resource material to deliver an appropriate solution.• Create detailed documentation in ServiceNow ticketing tool and followed-up with existing inquiries to ensure timely resolution of staff concerns.• Completed accounting forms and transactions to document transfer of funds during support calls or as a result of reports from accounting.• Identified system or procedural issues and followed-up with appropriate support groups for review. Show less

• 

  VOLKER STEVIN Canada

  Mar 2018 - Mar 2019

  Intermediate Support Analyst

  • Processed security access requests including onboarding of new users, termination processes for previous employees, file share services and Exchange 365 mailboxes.• Handled hardware requests including imaging of new computers using Microsoft Deployment Toolkit with PXE Boot, set up of user profiles and configuration of applications for first time use.• Created, maintained and updated operating system images including drivers and application packages in Microsoft Deployment Toolkit.• Coordinated acquisition of licenses, hardware or other IT materials as needed with management to fulfill end user requests.• Investigated and remediated security incidents, including content filtering through Exchange 365.• Created and maintained Powershell scripts for daily operations.• Supported Tier 1 analysts with training material and documentation to ensure expedient incident resolution.Accomplishments:• Developed bi-weekly spam/malware reporting to identify top 10 IP addresses and domains posing a threat to corporate users. Show less

• 

  Parkland Fuel Corporation

  Apr 2019 - Feb 2025

  Identity and Access Management Analyst

  • Designed, developed, and deployed user account termination processes via ServiceNow and PowerShell for offboarding of user accounts, including Bring Your Own Device (BYOD) management.• Developed and maintained user account creation scripts for processing of new user accounts, resulting in a decrease of time to resolve from 30 minutes per request to 5 minutes per request. Turnaround time for new access reduced from 10 business days to next business day.• Automated manual request processes for adding user accounts to Active Directory security groups with ServiceNow Orchestration and PowerShell.• Deployed and maintained custom SSO configurations for SAML and OIDC compliant applications with OKTA.• Created role-based access for common access profiles ensuring users have the correct access at the right time. Show less

• 

  Not Disclosed

  Jun 2024 - now

  Not Disclosed