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, directly, in a new role within Shared Services Canada.
•	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

Quality Analyst	Dec 2017 - Aug 2018
Modis • Ottawa, Ontario	

•	Developped a standardized and organized system to assure reliable access to all the relevant information and tools needed to allow me to work independantly while conforming to published Standard Operating Procedures (SOP) of the desk.
•	Took initiatives to meet with agents with the intention of contributing my findings and insights to the benefit of the growth of each agent. 

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.
•	Within Service Operations lifecycle phase, Service Desk Function integrates with Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management
•	Integrated with other Service Lifecycle Phases; Service Strategy, Service Design, Service Transition and Continual Service Improvement
•	Provide incident tracking, escalation, and technical resolution
•	Manage interactions and quality of service with Partner Service Desks
•	Log all requests
•	Perform triage and Impact Assessment
•	Perform first-level resolution whenever possible
•	Follow-up on missing information
•	Ensure proper assignment and dispatch
•	Provide status updates upon request
•	Provisioning Requests EDC Gatineau
•	Video Conferencing service requests
•	Enterprise Control Desk: Service Requests, ECD Password Resets, First line support for Incident Management
•	Close records as required

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)

Online Orders Processor	Dec 2015 - Jan 2016
Toys “R” Us • Gatineau, Québec	

•	Order processing
•	Order Packing and assembly on pallets

Owner/Operator	May 2014 - Present
Luc Trudel Business Services • Ottawa-Hull	

•	IT and network services support including Network Attached Storage (NAS) solutions
•	Implementation of strategically optimised file naming systems
•	One-on-one training mobile phone [iOS, Android] executive coaching
•	Various multimedia projects including scanning, importing, printing, filming, video editing, video distribution
•	Web Design, Wordpress CMS installation, customization, and maintenance
•	Custom visual and animated graphics and lower third infographics
•	Video content production including shot plan, lighting, AV recording and editing
•	Streaming studio conception and design
•	Online streams with Skype, Google Hangout, Zoom, Telegram
•	Audio acoustical consultation
•	Code development (HTML, CSS, PHP, MySQL, JavaScript, JQuery, Bootstrap, Python, Git
•	Social Media, Facebook, YouTube, Twitter, TikTok
•	Writing Client Proposals
•	Writing Knowledge-base catalog of step-by-step instructions
•	Providing IT support client services in a Small Business environment (between 1-5 users)
•	Billing and business accounting

Banquet Porter/Server/Bartender	Jul 2007 - Aug 2008
Courtyard by Marriott Hotel • Ottawa	

•	Fast paced work environment
•	work as part of a team or individually without supervision
•	Conference and meeting hall preparation including tables, chairs, linen, attention to detail while ready to assist our guests and staff
•	Bartender and Server experience, Managing Cash register and end of shift balance

Clerk	Dec 2006 - Apr 2007
Transit Desjardins • Montréal, Québec	

•	Bulk loading enveloppes in opener machine

French Music Director	Jan 2005 - Jul 2005
CHUO 89,1 FM • Ottawa	

•	Manage volunteers at the Radio Station
•	Responsible for tracking, adding music to catalog database
•	Weekly Top 10 Chart compilation and announcement

Caretaker	Nov 2003 - Mar 2004
MIFO (Mouvement d’Implication Francophone d’Orléans) • Orléans, Ontario	

Night Watchman	Aug 2003 - Oct 2003
Paul’s Boat Lines • Ottawa	

•	Nightly boat cleaning
•	Security Watch

General Merchandise Clerk	Jul 2003 - Dec 2003
Loblaws • Ottawa, Ontario	

•	Stocking General Merchandise section
•	Pricing and labellling

Supply Technician	Mar 2003 - Mar 1995
Canada’s Naval Reserves • Ottawa (HMCS Carleton)	

Ticketing Agent	Nov 2001 - Mar 2004
National Arts Centre • Ottawa, Ontario	

•	Ticket Clerk

Customer Service for the MasterCard Service Line	Apr 2000 - May 2000
National Bank • Montréal, Québec	

Baggage Handler	Sep 1998 - Nov 1998
Air Canada • Dorval, Québec	

•	Baggage handler
•	Driving and operating various trucks and machinery

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

Crew Chief	Jul 1991 - Mar 1994
McDonald’s Restaurant • Orléans	

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

•	Video production course

Custom selection from within the online courses library	Dec 2006 - Aug 2022
Lynda.com [LinkedIn Learning] • Online	

•	Experience overcoming any technical roadblocks that arise; ability to quickly learn various modern technologies and programming languages as required

Universal Culture	Oct 2005 - Jul 2010
Schiller Institute • Montréal, Québec	

General Arts | Theater	Sep 2004 - May 2005
Ottawa University • Ottawa, Ontario	

Introductory Lighting for Cinema Course	2000 - 2000
SAW VIDEO workshop • Ottawa	

Design of the Environment	Sep 1999 - Dec 1999
university of Québec in Montréal • Montréal, Québec	

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

Flight Attendant training	Mar 1996 - May 1996
Air Canada • Dorval, Québec	

Canadian Forces Basic Training	Jul 1994 - Aug 1994
Canadian Forces Leadership and Recruit School • Saint-Jean-sur-Richelieu, Québec	

•	Canadian Naval Reserves Certificate

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
•	Using and configuration of Open Broadcasting Software (OBS).
•	Multiple video source switching and composition
•	Streamdeck, AutoHotkey scripting and button programming
•	Video conversions, encoding, transcoding between various formats (h.264, quicktime, ProRes, avi)
•	Experience working with confidential, classified, and other protected information
•	Working under pressure in a demanding environment, with tight deadlines
•	WebDev: HTML, CSS, JavaScript, GIT, Wordpress, phpMyAdmin, PHP, SQL
•	Custom video subtitles creation, translation, embedding, extraction

VOLUNTEER WORK
	
Technical Assistant	Mar 2019 - Nov 2021
Canada-China Friendship Society (CCFS) • Ottawa, Ontario	

•	Audio and Video conferencing technical assistant [Zoom]
•	Providing advice to guests on lighting, camera placement, microphone placement choices to maximize visual image quality
•	Practice sessions, dry-runs, and conference planning
•	Zoom account; back-end configuration and management; Video Conferencing scheduling and message customizations
•	Graphics [CGI] integration, [switching sources withing OBS (Open Broadcasting Software); Blackmagic Design ATEM mini]
•	Webmaster; updates to the wordpress website [Elementor builder]

Cameraman	Aug 2003 - Jul 2004
Rogers Television Cable 23 • Ottawa, Ontario	

•	In-Studio camera operator, in headset monitoring and cues from director
•	Mobile studio special event setup and teardown
•	Production Assistant
•	Sound mixing, lavalier microphone installation on guests, sound checks

Photographer	Feb 2013 - Jun 2017
Société Gatineau Monde • Gatineau, Québec	

•	Live event photography, videography at various locations within Gatineau
•	Photo editing and management in Adobe Lightroom, distribution online

s4

•	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
•	Using and configuration of Open Broadcasting Software (OBS).
•	Multiple video source switching and composition
•	Streamdeck, AutoHotkey scripting and button programming
•	Video conversions, encoding, transcoding between various formats (h.264, quicktime, ProRes, avi)
•	Experience working with confidential, classified, and other protected information
•	Working under pressure in a demanding environment, with tight deadlines
•	WebDev: HTML, CSS, JavaScript, GIT, Wordpress, phpMyAdmin, PHP, SQL
•	Custom video subtitles creation, translation, embedding, extraction

VOLUNTEER WORK
	
Technical Assistant	Mar 2019 - Nov 2021
Canada-China Friendship Society (CCFS) • Ottawa, Ontario	

•	Audio and Video conferencing technical assistant [Zoom]
•	Providing advice to guests on lighting, camera placement, microphone placement choices to maximize visual image quality
•	Practice sessions, dry-runs, and conference planning
•	Zoom account; back-end configuration and management; Video Conferencing scheduling and message customizations
•	Graphics [CGI] integration, [switching sources withing OBS (Open Broadcasting Software); Blackmagic Design ATEM mini]
•	Webmaster; updates to the wordpress website [Elementor builder]

Cameraman	Aug 2003 - Jul 2004
Rogers Television Cable 23 • Ottawa, Ontario	

•	In-Studio camera operator, in headset monitoring and cues from director
•	Mobile studio special event setup and teardown
•	Production Assistant
•	Sound mixing, lavalier microphone installation on guests, sound checks

Photographer	Feb 2013 - Jun 2017
Société Gatineau Monde • Gatineau, Québec	

•	Live event photography, videography at v