I am a Senior Support Engineer (Bilingual EN/FR) with over 7 years of experience in enterprise IT environments, specializing in technical support, system troubleshooting, and technical documentation for SaaS and cloud-based platforms. Throughout my career I have also built hands-on experience in Google Workspace and Microsoft 365 Administration, covering user management, email security, DNS setup, and cloud productivity support. This is an area I have genuinely grown passionate about...drawn in by the extensive configuration options, customizability, stability, and the ease with which you can navigate these robust platforms to get things done efficiently and confidently. I am currently pursuing official certifications in both platforms to take my expertise to the next level. Outside of work, building and maintaining websites as a personal hobby has deepened my practical understanding of domain management, SSL certificates, and DNS configuration.

I have worked at industry-leading technology companies delivering Tier 2/3 support across cloud and on-premise environments:

At Sisense (Business Intelligence & Analytics Platform), I provided Tier 3 infrastructure and application support to enterprise customers, deployed Sisense across AWS, Azure, GCP, and on-premise environments, managed Kubernetes clusters, and resolved complex cloud infrastructure issues.

At Barracuda Networks (Cybersecurity & Cloud Security), my team and I managed over 150,000 Linux physical and cloud servers across the world, provided cloud computing, cybersecurity, and software support to enterprise clients, and resolved over 95% of cases independently without escalation...a record that reflects both deep technical knowledge and strong problem-solving ability.

At Zattoo (Streaming & IPTV Platform), I monitored infrastructure using Prometheus, Grafana, Nagios, and OpsGenie, conducted incident investigation and root cause analysis, and supported internal teams and external B2B partners across a high-availability streaming environment.

In addition to hands-on technical support, I have extensive experience in technical writing and documentation, including:

• Step-by-step troubleshooting guides for end users and internal teams

• Knowledge base articles for common issues and resolutions

• System onboarding and setup documentation

• Software usage guides for login, configuration, and troubleshooting

• Internal SOPs for support teams and IT operations

• Training materials for users and junior support engineers

• Documentation with screenshots, diagrams, and annotated workflows

I regularly created and maintained documentation based on real support cases, turning repeated issues into structured guides that improved resolution time and reduced ticket volume.

I am looking to support organizations that need both reliable technical support and high-quality documentation that improves user experience, reduces support load, and standardizes internal processes.