André Gagnon

Quebec Iron Ore Inc.

IT Support Supervisor

October 2024 - Present

I travel to Fermont, QC every two weeks to directly manage and mentor the local IT support team, while also providing continuous support to the head office team in Montreal. This dual-site responsibility allows me to ensure consistent service delivery, strengthen collaboration between teams, and maintain high-quality IT support across both locations.

• Lead and mentor a team of IT Help Desk Specialists, fostering a collaborative, high-performing, and customer-first culture.
• Manage daily IT support operations, ensuring tickets are handled efficiently and resolved within SLA targets.
• Act as the point of escalation for complex incidents and coordinate critical issue resolution using ITIL best practices.
• Collaborate with IT teams, stakeholders, and cross-functional departments to align on support needs, communicate updates, and continuously improve service delivery.
• Standardize help desk procedures and implement process improvements to boost team performance and user satisfaction.
• Monitor KPIs, track trends, and identify service improvement opportunities.
• Work to ensure smooth onboarding/offboarding and hardware/software provisioning.

Browns Shoes Inc.

IT Support Manager

October 2022 - October 2024

I played a key leadership role in IT service management, overseeing both day-to-day support operations and major technology initiatives. I was responsible for supervising and mentoring the IT support and help desk teams to ensure that all retail stores remained fully operational and that the head office received reliable and consistent IT support. My role required balancing hands-on technical expertise with strategic planning, ensuring business continuity, enhancing efficiency, and supporting the organization’s growth across its retail stores, distribution centre, and head office.

• Supervised and led a team of IT support specialists and help desk technicians, ensuring high performance and adherence to objectives.
• Oversaw end-user technical support across the organization, ensuring timely and effective resolution of incidents and requests.
• Developed and implemented standardized procedures for troubleshooting, escalation, and issue resolution.
• Coordinated cross-department collaboration to ensure seamless integration and delivery of IT services.
• Managed relationships with vendors, suppliers, and external support partners to resolve issues and secure necessary resources.
• Identified team training needs and organized skill development sessions to enhance expertise and efficiency.
• Monitored KPIs and service metrics, preparing and presenting reports on team performance, service delivery, and resource utilization to senior management.
• Managed incident response processes, ensuring rapid resolution of critical issues and minimal disruption to business operations.
• Implemented and enforced change control processes to minimize risk and service disruption during system updates or deployments.
• Collected end-user feedback and drove continuous improvement initiatives to enhance service quality.
• Evaluated and introduced new technologies, tools, and software to optimize IT support operations.
• Led the company-wide deployment of Freshservice (ITSM) across retail, distribution centres, and head office teams.
• Planned and deployed a hosted VoIP solution (Broadsoft, Cisco Systems) across all business units.
• Established and launched a centralized IT Helpdesk call centre to streamline support delivery.
• Stayed up to date with emerging technologies, providing strategic insights and knowledge-sharing with the team.

CEP Forensic Inc.

IT Manager

February 2015 - October 2022

My role covered a broad spectrum of responsibilities, ranging from strategic planning and systems architecture to hands-on deployment and support of key technologies essential to business operations. I was instrumental in ensuring the efficiency, security, and scalability of the organization’s digital infrastructure, while actively supporting business growth and compliance objectives.

• Directed end-user technical support operations, ensuring timely and effective resolution of incidents and requests.
• Designed, documented, and implemented standardized procedures for troubleshooting, escalation, and IT issue resolution.
• Collaborated with vendors, suppliers, and external partners to resolve technical issues and secure required resources.
• Served as the primary resource for Salesforce administration and development, supporting business operations and workflows.
• Deployed and managed Cisco Meraki infrastructure, including firewalls, switches, and wireless access points.
• Implemented and administered Jamf for endpoint management.
• Implemented and administered Microsoft Intune for endpoint management.
• Deployed and managed Google Workspace, including Jamboards and Google Meet Hardware solutions.
• Deployed and managed a hosted VoIP solution based on NetSapiens, ensuring reliable communication across the organization.
• Deployed and managed Egnyte cloud storage with over 50TB of live data, ensuring secure and efficient file access.
• Implemented and managed endpoint protection solutions to safeguard company infrastructure.

Aptos Retail

Technical Consultant

2014 - 2015

In this role, I served as the primary technical liaison for clients and project teams, guiding the successful deployment of in-store solutions. I led end-to-end implementation of POS systems, servers, and applications, ensuring seamless integration and minimal disruption to operations. By defining requirements, troubleshooting issues, training client IT staff, and supporting early production stages, I ensured reliable, scalable solutions and a smooth handoff to ongoing support services.

• Served as the primary technical point of contact for clients and project teams, providing expert guidance throughout implementation phases.
• Defined, documented, and validated technical requirements to ensure smooth solution deployment.
• Installed, upgraded, and configured in-store solutions, including POS systems, registers, PCs, and servers (Windows XP/7/8.1, Windows Server 2008R2/2012R2).
• Configured, tested, documented, and deployed software applications and system integrations.
• Advised clients on POS technical best practices, ensuring reliability and scalability of solutions.
• Logged, troubleshot, diagnosed, and resolved technical issues during project implementations to minimize disruption.
• Monitored and reported on project progress, ensuring milestones and deliverables were met on time.
• Trained client IT staff on system monitoring, management, and operational best practices.
• Provided hands-on support during initial production stages and coordinated seamless transition to Client Care Services.
• Installed and configured POS peripheral drivers (OPOS) and handheld wireless devices (iOS & Windows).

MEGA Brands Inc.

Senior Support Specialist

2012 - 2014

In my role, I spearheaded transformative IT initiatives that modernized infrastructure and streamlined operations across the organization. I led the global migration from Lotus Notes to Google Apps, ensuring a seamless transition with minimal disruption to business operations. I deployed and managed cross-platform endpoint management solutions, implemented enterprise integration tools, and decommissioned legacy systems to enhance efficiency and security. Alongside infrastructure modernization, I oversaw high-impact IT projects—from department redesigns to distribution center expansions—while standardizing procurement processes and delivering executive-level support. As the lead technical point of contact for IT Tech Services, I ensured smooth cross-functional collaboration, consistent service delivery, and reliable end-user support company-wide.

• Led global email migration from Lotus Notes to Google Apps, ensuring a smooth transition with minimal disruption.
• Deployed and managed Absolute Manage + MDM to oversee PCs, Macs, and iOS devices across multiple regions.
• Implemented Active Directory integration for Macs using Centrify.
• Deployed ExtremeZ-IP to improve Mac-to-Windows file sharing and compatibility.
• Successfully decommissioned legacy infrastructure, including Xserve servers and BlackBerry servers.
• Rolled out Adobe Enterprise Management tools (AAMEE, AUSST, RUM) to streamline creative software deployment and updates.
• Deployed Apple Software Update and Service Toolkit servers to enhance support and patch management.
• Oversaw IT projects including Marketing department office redesign, Graphics department storage upgrade, and warehouse expansion at the Lachine Distribution Center (site-to-site implementation).
• Standardized Apple procurement processes, reducing complexity and ensuring consistency across the organization.
• Served as the lead technical point of contact for IT Tech Services, managing cross-functional initiatives and escalations.
• Delivered executive-level IT support to the CEO, CIO, CFO, and Vice Presidents.
• Provided responsive end-user support, consistently meeting SLA and service expectations.
• Deployed, managed, and troubleshooted Windows and Apple computers, as well as iOS and mobile devices company-wide.
• Administered and supported Google Workspace user management.
• Managed IBM Tivoli Storage Manager backups, including tape rotation and offsite storage coordination.
• Deployed, managed, and troubleshooted warehouse scanners, ensuring reliable distribution operations.

Apple Inc.

Genius

2010 - 2012

As a Genius, I demonstrated an unparalleled ability to solve issues and repaired relationships with a strong sense of compassion, urgency, and empathy. I provided frontline support and assistance for all Apple products from Macs to iPhones, iPads and iPods with an emphasis on individual attention even when multi-tasking. I was responsible for repairing these products and returning them to guests in a timely manner. Furthermore, I acted as a support both from a technical and developmental standpoint for peers and coworkers.

LightSpeed HQ

Senior Support Specialist

2008 - 2009

Provided world class technical support for their flagship product, LightSpeed, designed exclusively for Mac and iOS. Established support process and escalation procedures. Helped define and establish the role as an essential part of Xsilva Systems Support Team. Contributed significantly to their web store add-on and hosting service. Developed their diagnostics and reporting tools and support ticket system.

Dell Corporation

Senior Support Specialist

2006 - 2008

Provided troubleshooting services for Dell computers and ensured that the service is executed within the standard timeframe. Maintained database of new and existing products, specifications, features, and price range. Wrote and uploaded troubleshoot assistance guide for providing customer support. Configured and installed Dell Enterprise Servers.

Distributel

Senior Support Specialist

2004 - 2006

When Bell Canada closed down Gatineau's main Call Center, I was hired by 3Web Inc. which is now part of Distributel to help expand its Support Team. Developed and implemented a wide range of Internal Tools for managing E-mail, Billing inquiries and successfully deployed their MyAccount portal.