Michel Longpre Boisvert

Senior IT Infrastructure Specialist with over 15 years of experience stabilizing and modernizing complex enterprise support environments. Proven ability to bridge the gap between legacy systems and forward-thinking architecture, with deep roots in ITIL-aligned banking operations and specialized hospitality technology management. Adept at navigating high-pressure escalations and orchestrating large-scale transitions, consistently reducing operational friction and ensuring business continuity through rigorous process management and user-focused support.

IT Service Desk Lvl 2 at Atlific Hotels (2024-06 – Present)

• Domain Administration: Act as a Domain Administrator for a multi-site enterprise environment, managing secure identity, access controls, and group policies for staff across Canada.
• Hospitality Systems Support: Manage mission-critical hospitality software ecosystems, including Property Management Systems (PMS), Point of Sale (POS) terminals, and secure payment processing gateways.
• Network Infrastructure: Maintain and optimize hybrid network environments, effectively troubleshooting and configuring both legacy and modern firewall, switch, and network interfaces.
• Technical Escalation & Resolution: Execute complex Level 2 troubleshooting across Windows Server and Desktop platforms to ensure system uptime and stability.
• Operational Optimization: Drive IT efficiency by leading implementation projects, managing data backup and disaster recovery protocols, and documenting standard operating procedures (SOPs) for incident management.

I.T. & Administration at Axxess International (2023-09 – 2024-06)

• Operational Stabilization: Led the successful transition from external support to a robust in-house IT service model for L1/L2 operations, significantly improving service response and resolution times.
• Security Modernization: Hardened the organization-wide security posture by successfully implementing and enforcing Multi-Factor Authentication (MFA) protocols.
• Infrastructure Remediation: Stabilized system reliability and resolved critical hardware and network infrastructure debt, ensuring consistent uptime for business-critical operations.
• Technical Leadership: Provided hands-on mentorship to junior technicians, establishing standard operating procedures (SOPs) to improve team efficiency and overall technical competence.

I.T. at Scandinavian Tobacco Group Canada (2012-11 – 2023-07)

• Career Progression & Ownership: Advanced from Junior I.T. to serving as the sole IT lead for the Canada division, managing end-to-end technical operations and support for 80-100 users nationwide.
• Lifecycle Management: Orchestrated large-scale systems and OS modernization projects (Windows XP to Windows 11), maintaining stability and compliance during migrations.
• Strategic Hardware Deployment: Led a nationwide salesforce hardware transition from legacy laptops to mobile iPad ecosystems, significantly increasing operational mobility and field productivity.
• Enterprise Remote Infrastructure: Orchestrated the technological transition from a traditional office model to a scalable, fully remote infrastructure, successfully equipping all staff for permanent, seamless work-from-home operations.

Helpdesk Analyst at IBM for National Bank of Canada (2011-03 – 2012-08)

• Identity & Access Management: Provided secure user administration for banking systems, including password resets and account provisioning within the AS/400 (IBM i) environment, ensuring strict adherence to institutional security protocols.
• Enterprise ITIL Operations: Functioned within a highly structured, ITIL-aligned framework supporting a 38,000+ user organization; collaborated with a large-scale technical team to enforce strict adherence to Service Level Agreements (SLAs), change management, and incident resolution standards.
• Executive & VIP Support: Delivered high-touch, specialized technical support for banking executives and VIP stakeholders, utilizing a diplomatic, problem-solving approach to manage sensitive escalations efficiently while maintaining complete discretion.

Technical Support Agent for Bell Internet (Sympatico) at IQT Site Laval (2010-03 – 2011-02)

• ISP 'Military Service': Mastered the high-pressure art of ISP troubleshooting featuring the classic 'have you tried turning it off and back on again'.
• Escalation Specialist: Established a high-performance Level 2 support team, transforming complex technical challenges into customer loyalty while significantly reducing resolution times.