- Resolved 40+ weekly incidents for 3500+ users within SLAs.
- Applied ITIL Incident Management across multiple campuses.
- Strengthened SOPs and technical documentation to lower repeat tickets.
- Delivered phone and in-person support with high customer satisfaction.
About Loic
Technical depth with an operator's discipline.
Loic is a senior technical operator focused on reliable systems, responsive support and documentation that helps teams work consistently. His experience spans cloud productivity platforms, endpoint administration, incident management and multi-campus user support.
Professional profile
Systems that remain useful after implementation
Senior IT Engineer with 9+ years of systems administration across Google Workspace, Microsoft 365, Slack, Notion, DocuSign and SaaS IT business applications. Resolved 40+ weekly incidents for 3500+ users, improving resolution time by 20% and reducing repeat incidents by 15-25%. Applies ITIL/ITSM practices to strengthen security, reliability and technical documentation.
Grande Prairie, Alberta, Canada
Languages
EnglishNative or bilingual proficiency
FrenchNative or bilingual proficiency
GermanLimited working proficiency
Career path
A chronological view of Loic's IT experience
- Optimized incident management for critical systems and coordinated tier I service desk support, improving average response times by 25% through ITIL/ITSM.
- Enhanced daily backup and restore operations and reduced recovery time for priority services.
- Streamlined technical procedures and SOP documentation to improve cross-team consistency.
- Provided front-line support for Windows, VPN and SaaS platforms, restoring access for 500+ end users monthly.
- Improved average incident resolution time by 20% using ticket systems and ITIL practices.
- Reduced repeat incidents by 15% through user guides.
- Created instructional videos that reduced repetitive help desk inquiries by 25%.
- Administers Google Workspace and IT applications for 80+ users within SLAs.
- Supports Windows Desktop, Microsoft 365 and endpoint administration.
- Analyzes ticket trends and updates documentation to reduce recurring requests.
- Aligns classroom and video-conferencing systems with security standards.
- Uses bilingual French/English communication to improve first-contact resolution.
- Supports backup and restore procedures.
ITIL / ITSM
Incident practices applied to response, documentation and continuous improvement.
Bilingual support
French and English communication used across technical and user-facing work.
Reliable delivery
Security, backup, restore and platform administration across varied environments.
Explore the portfolio
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