Wilfried Gnan

Technical Customer Service Director

Technical Operations

Leads technical support operations, service processes and customer escalation management across Core Guard Group. Key expertise: Technical support, SLAs, troubleshooting, service operations and customer care.

Background

Wilfried Gnan leads technical customer-service operations and contributes to the development of Core Guard Group's support model, service processes and technical documentation.

The earlier roadmap identifies Wilfried as responsible for technical operations, support tooling, standard operating procedures and service-level documentation.

Strengths and Expertise

Technical customer support
Service operations
Support-ticket management
Technical escalation
SLA development
Process documentation
Customer onboarding
Technical troubleshooting
Knowledge-base development
Support-team leadership

Contribution to Core Guard Group

Helps ensure that customers receive structured and reliable technical support after installation.
Works with the installation and development teams to ensure that customer issues are properly diagnosed, documented and resolved.

Solutions Supported

Technical support workflows
Freshdesk ticketing processes
Escalation procedures
Support response standards
Service-level agreements
Technical troubleshooting guides
Customer support packages
Remote support procedures
Technical training materials

Qualifications and Training

Diploma in Computer Engineering Technology, Collège Boréal, Sudbury
ITIL Foundation Certificate in IT Service Management
Microsoft Windows Server training (Installation, Storage and Compute)
Enterprise IT experience across infrastructure, Active Directory, Microsoft 365, Windows Server, Tier 1/2 support and IT operations