Luc Trudel
613-869-1022
luctrudel@gmail.com
290 Saint-Rédempteur, Gatineau, Québec, J8X 2T6

PROFESSIONAL SUMMARY

•	Luc Trudel is bilingual, Secret cleared and intends to contribute his previous experience, as an IT consultant having worked various positions including Team Lead at the Enterprise Service Desk.
•	Resourceful leader with natural leadership qualities; Always willing to help and learn, Luc brings a healthy dose of curiosity, positivity, and creative innovation to any new roles he undertakes.
•	Currently seeking an indeterminate position to permanently contribute his organization culture knowledge and experience.

WORK EXPERIENCE
	
Quality Analyst at the Enterprise Service Desk	Aug 2022 - Present
New Found Recruiting • Ottawa, Ontario	

•	Reviews (audit) service desk calls and tickets of 50-60 agents using Speechminer and scoring results
•	Analyses QA results to identify concerns, provides QA reports and any other pertinent feedback to management

Team Lead at the Enterprise Service Desk	Mar 2019 - Aug 2021
New Found Recruiting • Ottawa, Ontario	

•	Supervised (as one of 5 Team Leads) a group of 90 agents in their duties; shared insights and assured quality feedback and reminders to agents pertaining to standard operating procedures within an enterprise model ITSM ITIL framework.
•	Exceptional organizational skills, leveraged advanced Outlook features.
•	Led a project that successfully treated an accumulated backlog of dormant tickets.

Quality Analyst at the Enterprise Service Desk	Sep 2018 - Mar 2019
New Found Recruiting • Ottawa	

•	Meet with client to calibrate and help coordinate QA process making sure to adhere to SSC expectations.
•	Take active role in making sure we would be positioned to meet the terms of new contractual obligations.
•	Introduce and implement a new agent feedback process.
•	Created, developed, and designed custom excel templates and customized formulas that served as the main tracking sheet for agent evaluations within our organization

IT Service Desk Agent	Jan 2018 - Apr 2018
ExcelHR • Ottawa, Ontario	

•	First level and remote access troubleshooting technical assistance while demonstrating speed and efficacy in meeting Key Performance Indicators (KPI) expectations.
•	Sound interpretation of procedures; how they apply to each case in a logical way to fix or escalate client technical issues within an ITSM ITIL framework.
•	When appropriate, seeked out knowledgeable people to obtain information or clarify a problem

Service Desk Agent Level 1 - Intermediate	Feb 2017 - Dec 2017
Modis • Ottawa	

•	Meticulous attention to details in information gathering and communication of the critical elements of an IT incident or Service Request within an ITSM ITIL framework.
•	Active in staying up to date, quick searching abilities in making effective use of knowledge base.
•	Escalate or assign IT Service Requests and Incidents per predefined procedures.

Call Center Agent	Jan 2017 - Feb 2017
Modis • Ottawa	

•	Collects information while demonstrating judgement and sensitivity to the interests and underlying concerns of reporters.
•	Follows Standard Operating Procedures (SOP)

Flight Attendant	Jun 1996 - Sep 1999
Air Canada • Vancouver, British Columbia	

EDUCATION
	
Social Communications	Sep 2010 - Dec 2010
Saint-Paul University • Ottawa	

•	Video production course

General Arts	Sep 1996 - May 1997
Ottawa University • Ottawa, Ontario	

SKILLS

•	Supervision of more than 20 people
•	Experience working with confidential, classified and other protected information
•	Working under pressure in a fast-paced environment, with tight deadlines
•	Software Tool Set: Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), Citrix, VPN, IKM, Entrust tokens and IDM profiles, Genesys HCCS [(ACD) - Automated Call Distributing) System], ONYX (DWP) ticketing tool, GCdocs (eDocs Electronic Document Management), Active Directory, Open Enterprise Server (OES), IceBar, Jira, Confluence, Get-Answers, Infoweb, ECD (Enterprise Control Desk), HP Service Manager (SM7,SM9), McAfee ePO [Policy Orchestrator], Telax (ACD - Automated Call Distributing) System), Assyst Axios ticketing system, LANDesk Management Suite, VNC remote desktop viewer
•	WebDev: HTML, CSS, JavaScript, GIT, Wordpress, phpMyAdmin, PHP, SQL