Jean Guillaume Thomas

Provided technical support to staff via phone, email, and in person, while explaining technology-related details in easy-to-understand terms to
individuals from different backgrounds and in various job positions.

Inventory, images, and deployed IT assets such as laptops, tablets, desktop PCs, with associated accessories such as monitors, keyboards,
mice, and headsets.

Off-site interventions in multiple regions of the ESDC network related to Richmond, North Vancouver, Abbotsford, and Surrey for the replacement and update of public-facing IT desktop PCs.

Update, upgrade, and monitor ESDC-deployed devices via Microsoft Azure and Intune according to government tracking and maintenance policies.

Assisted in solving more than 200+ complex IT-related tickets for various problems across the busy traveling period for passport and programs department.

• Configured and maintained network servers such as DNS, DHCP, FTP, and web servers through Hosted, Dedicated and AWS environments.
• Developed scripts to automate routine tasks and processes such as Cron Tasks, Monitoring Scripts and Database checkup scripts
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Documented all activities performed in accordance with procedures established by IT department through Confluence, Jira and Freshdesk documentations.

• Collaborated with Business Partners to create effective payment plans and quickly resolve accounts.
• Performed research for solutions to resolve Account issues.
• Reached out to customers to collect outstanding payments via one-time or negotiated installment methods.
• Negotiate and create planned approved arrangements for Business partners in financial hardship to ensure CRA standards are being met.
• Manage account inventory worklists to be completed in a timely manner according to CRA deadlines.

• Primary responsibilities were to answer telephone enquiries related to managing, planning, filing and processing of Individual and Trust tax returns, explaining various social programs administered by the CRA, obtaining and analyzing information concerning adjustments to tax returns, completing and processing all necessary forms and registrations, making appropriate referrals, and responding to Electronic Service enquiries.
• I contributed through the resolve of complex problems Tax problems on taxpayer's accounts and contributed to lowering congestion of calls through the pandemic period