Jeff Wilford Lavictoire
Sainte Croix
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Infrastructure Technical Engineer - Access Management
The Mauritius Commercial Bank Limited (MCB GROUP)
2019.01 - Current
- Took responsibility as the SPOC for effectively managing and maintaining the company's identity access lifecycle in an Agile environment.
- Managed service requests, events, incidents, and problems in a well-organized setting.
- Efficiently handled all aspects of access provisioning, de-provisioning, and ongoing monitoring for compliance with company policies across the entire employee lifecycle.
- Played an active role in the efficient execution of Access Rights Management procedures
- Aided in communication and collaboration among TL and team members
- Implemented workflow enhancements and process improvements in Access Management
- Contributed to the evaluation and implementation of IAM tools, making regular amendments for service improvement
- Enhanced security measures by analyzing IRM reports and implementing access controls to mitigate potential risks.
- Collaborated with peers by participating in regular Stand up meetings to organize work activities, planning, and tasks
- Engaged actively in team Objective Key Results and one-on-one sessions, fostering ongoing development for individuals within the team
- Participate and provide inputs in new application projects to align with the internal Access Rights Management policies, SLAs and OLAs (to embed reports facilities, audit trails etc..
- To be included in the access rights matrix)
- Adherence to zero trust and CIA triads implemented.
- Contributed to the dissemination of valuable insights via knowledge articles for colleagues and external parties, emphasizing the significance of people, knowledge, and service excellence
- Consistently exhibited a proactive approach to work
- Analyzed user requirements and designed functional specifications.
- Provided technical support to customers over the phone or through email.
- Installed, configured, maintained and upgraded computer systems and networks.
- Assisted with the development of new products by providing feedback on design features.
- Conducted research on emerging technologies and recommended improvements in existing ones.
- Developed detailed documentation for internal use as well as customer-facing materials such as product manuals and FAQs.
- Researched competitive products to determine how they compare with our own offerings.
- Tested new software applications prior to their release.
- Monitored system performance using various toolsets to identify areas of improvement.
- Collaborated with other teams such as marketing, sales, customer service to ensure successful project delivery.
- Maintained up-to-date knowledge of industry trends and best practices related to IT infrastructure.
- Utilized scripting languages like PowerShell to develop automated tools for efficient execution of routine access provisioning tasks.
- Recommended process changes that would improve efficiency within the organization's IT infrastructure setup.
- Offered technical assistance to clients to facilitate seamless installations and updates.
- Provided technical support in root cause failure analysis for significant production issues and investigations.
- Assisted technical managers with new application research and modification suggestions.
- Authored technical documentation, including system designs, maintenance manuals, and user guides.
- Ensured compliance with all relevant regulations and standards in engineering practices.
- Facilitated training sessions for staff on new technologies and system updates.
- Maintained up-to-date knowledge of emerging technologies and industry trends.
- Performed testing to determine functionality or optimization.
- Communicated with clients and coworkers about analysis results.
- Advised customers on use of products or services.
- Coordinated activities with suppliers, contractors or other departments.
Service Desk Agent (Access Management)
MCB GROUP
2015.01 - 2019.01
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Assisted customers in troubleshooting hardware, software and network related problems.
- Resolved customer complaints promptly and professionally.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Maintained an up-to-date knowledge of the company's products, services and procedures.
- Monitored system performance for potential errors or security threats.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Updated customers on progress towards resolution throughout the entire process.
- Conducted research into a wide range of computing issues as required by customers.
- Installed, upgraded and configured software applications according to customer needs.
- Provided detailed explanations to customers concerning product features and functionality.
- Developed online tutorials for end users on how to use new software programs.
- Evaluated existing processes for areas of improvement or optimization.
- Suggested innovative ideas for improving customer experience with the service desk.
- Tracked open cases to ensure timely resolution within established SLAs.
- Coordinated with other departments when needed to resolve complex cases.
- Prepared reports summarizing service desk operations on a daily basis.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
Executive Technical Helpdesk (Corporate Division)
EMTEL WORLD
2011.01 - 2015.01
Data Support Technician (on premise Rigney Dolphins Group)
VODAFONE IRELAND
2008.01 - 2011.01
Broadband Support Professional
EIRCOM Ireland Telecom
2006.01 - 2007.01
Network and Telecoms Technician
OUTREMER TELECOM MAURICE
2004.01 - 2006.01
Systems Administrator
EMTEL LTD
2001.01 - 2004.01
Senior IT Support Technician
MEGABYTE LTD
2001.01 - 2004.01
IT Support Technician
MEGABYTE LTD
1999.01 - 2001.01
Bureautique Technician
BLANCHE BIRGER
1998.01 - 1999.01
ICT & Infrastructure Officer (IT Force on premise contractor)
NATIONAL LIBRARY of IRELAND
2008.01
Service Desk Analyst (HP Ireland on premise contractor)
VODAFONE IRELAND
2008.01
Service Desk Analyst (SIEMENS Ireland on premise contractor)
ALLIED IRISH BANK GROUP(AIB)
2007.01
Education
Diploma in Identity and Access Management -
01.2021
Certified Identity Access Manager -
01.2016
Certified Access Management Specialist -
01.2016
Post Graduate Diploma in Information Technology - CSM, NIS, IT and the Environment, MIS
BCS The Chartered Institute for IT
01.2013
Certificate in e-Business - L5
FETAC
Ireland01.2009
ITIL V3 Foundation Certified - ITILV3F
Ireland
Ireland01.2008
Microsoft Certified Professional - MCP
Ireland
Ireland01.2008
Microsoft Certified Desktop Support Technician - MCDST
Ireland
Ireland01.2008
Diploma in Information Technology -
BCS
01.2008
Certificate in Business Administration - L5
FETAC
01.2006
Certificate in Information Technology -
BCS
01.2003
Skills
- Technical Documentation
- Technical Support
- Operating systems
- Remote Support
- Technical consulting
- System Analysis
- Virtualization Technologies
- Troubleshooting and resolution
- Software testing
- Information Security
- Software configuration
- Hardware troubleshooting
Languages
Creole
First Language
English
Proficient (C2)
C2
French
Advanced (C1)
C1
Certification
- Continuing Professional Development (CPDs) In Progress -
***BCS Professional Project for Honors Degree – Post Graduate Diploma (L7)
***CISA – Certified Information Systems Auditor
Diploma in Identity and Access Management - 2021
Certified Identity Access Manager – CIAM - 2016
Certified Access Management Specialist – CAMS - 2016
ITIL V3 Foundation Certified - ITILV3F – Ireland - 2008
Microsoft Certified Professional – MCP – Ireland - 2008
Microsoft Certified Desktop Support Technician MCDST – Ireland 2008
Certificate in e-Business FETAC L5 – Ireland - 2009
Certificate in Business Administration FETAC L5 - 2006
MBCS Member (British Computer Society) since 2002
BCS The Chartered Institute for IT – Post Graduate Diploma in Information Technology - (Management Information System, Computer Information and Services, Network Information Systems , IT and the Environment module) – 2013
Diploma in Information Technology – BCS - 2008
Certificate in Information Technology – BCS - 2003
Diploma in Customer Service
Diploma in Human Resources
Diploma in Project Management
Diploma in Operations Management
Certificate in Leadership Skills in Business
References
References available upon request.
Timeline
Infrastructure Technical Engineer - Access Management
The Mauritius Commercial Bank Limited (MCB GROUP)
2019.01 - Current
Service Desk Agent (Access Management)
MCB GROUP
2015.01 - 2019.01
Executive Technical Helpdesk (Corporate Division)
EMTEL WORLD
2011.01 - 2015.01
Data Support Technician (on premise Rigney Dolphins Group)
VODAFONE IRELAND
2008.01 - 2011.01
ICT & Infrastructure Officer (IT Force on premise contractor)
NATIONAL LIBRARY of IRELAND
2008.01
Service Desk Analyst (HP Ireland on premise contractor)
VODAFONE IRELAND
2008.01
Service Desk Analyst (SIEMENS Ireland on premise contractor)
ALLIED IRISH BANK GROUP(AIB)
2007.01
Broadband Support Professional
EIRCOM Ireland Telecom
2006.01 - 2007.01
Network and Telecoms Technician
OUTREMER TELECOM MAURICE
2004.01 - 2006.01
Systems Administrator
EMTEL LTD
2001.01 - 2004.01
Senior IT Support Technician
MEGABYTE LTD
2001.01 - 2004.01
IT Support Technician
MEGABYTE LTD
1999.01 - 2001.01
Bureautique Technician
BLANCHE BIRGER
1998.01 - 1999.01
Diploma in Identity and Access Management -
Certified Identity Access Manager -
Certified Access Management Specialist -
Post Graduate Diploma in Information Technology - CSM, NIS, IT and the Environment, MIS
BCS The Chartered Institute for IT
Certificate in e-Business - L5
FETAC
ITIL V3 Foundation Certified - ITILV3F
Ireland
Microsoft Certified Professional - MCP
Ireland
Microsoft Certified Desktop Support Technician - MCDST
Ireland
Diploma in Information Technology -
BCS
Certificate in Business Administration - L5
FETAC
Certificate in Information Technology -
BCS
- Continuing Professional Development (CPDs) In Progress -
***BCS Professional Project for Honors Degree – Post Graduate Diploma (L7)
***CISA – Certified Information Systems Auditor
Diploma in Identity and Access Management - 2021
Certified Identity Access Manager – CIAM - 2016
Certified Access Management Specialist – CAMS - 2016
ITIL V3 Foundation Certified - ITILV3F – Ireland - 2008
Microsoft Certified Professional – MCP – Ireland - 2008
Microsoft Certified Desktop Support Technician MCDST – Ireland 2008
Certificate in e-Business FETAC L5 – Ireland - 2009
Certificate in Business Administration FETAC L5 - 2006
MBCS Member (British Computer Society) since 2002
BCS The Chartered Institute for IT – Post Graduate Diploma in Information Technology - (Management Information System, Computer Information and Services, Network Information Systems , IT and the Environment module) – 2013
Diploma in Information Technology – BCS - 2008
Certificate in Information Technology – BCS - 2003
Diploma in Customer Service
Diploma in Human Resources
Diploma in Project Management
Diploma in Operations Management
Certificate in Leadership Skills in Business
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