Antonio Pazzi
President and founder
The direction of the company, the commitments made to clients and the files that need somebody to decide. He also signs the technical articles published on this site.
Our team
The OKTO Solutions team, in Trois-Rivières
This page says who works at OKTO Solutions, who is responsible for what, and what actually happens when you pick up the phone.
The OKTO Solutions team is split across five functions: leadership, solutions architecture, operations and client service, sales and business development, and automation and software development. The office is in Trois-Rivières and the service covers all of Quebec, in French and in English.
The people
Who works at OKTO Solutions?
A small business does not need our org chart. It needs to know who a given decision belongs to.
Sébastien Bergevin
Solutions architect
The design of whatever gets put in place: infrastructure, Microsoft 365 environment, network, security, migrations. He decides how a thing should be built before anyone installs it.
Carine Blanchard
Director of operations & Client service
The day to day: taking in requests, following up on the work, coordinating projects and keeping the relationship with you. She is the person who knows where your file stands.
Nelson Peralta
Automation and business development specialist
The tools built in house and the automations installed at client sites. This work is the reason we do not carry the limits of a provider reselling somebody else’s software.
Alexandre Poulin
Business development representative
The first meetings, the inventory of what is already there and the building of proposals. He also stays on through the transition away from your previous provider.
Mélissane Provost
Sales director | Organizational development
The commercial relationship and the growth of the company, from first contact through to the service agreement. She also looks after how the team is organized internally.
Who does what
How the work is divided
Five functions genuinely exist at OKTO Solutions, and each one answers for something specific. Leadership carries the direction of the company and settles what has to be settled. Solutions architecture designs before anything gets installed. Operations takes in requests and follows the work through. Sales meets you, inventories what you run and builds the proposals. Automation develops the tools we use internally and the automations installed at client sites. So when a decision concerns you, you know which function it belongs to, and the operations team tells you who is carrying it.
Leadership
The direction, the commitments made to clients and the calls that belong to nobody else. It is also the function that answers when a file needs a decision made on it.
Solutions architecture
Infrastructure, Microsoft 365 environment, network, security, migrations. Design comes before installation, and it is written down somewhere before a single cable gets plugged in.
Operations and client service
Taking in requests, following the work, coordinating the projects under way. This is the function that knows where your file stands at any given moment.
Sales and business development
The first meetings, the inventory, the proposals and the support during the transition away from your old provider. The method is laid out on the page explaining how we build a quote.
Automation and development
The tools built in house, OKTO RMM, OKTO PSA, OKTO Sign and OKTO Flux, and the automations installed at client sites. That is what keeps us from waiting on somebody else’s vendor.
And you, in all of this
Your company has a file with us, not a place in a queue. The history of your equipment, the decisions taken and the documented access stay available, even when the person answering changes.
How a request travels
Who answers first, and how does it climb from there?
You do not land in an anonymous queue. The request is logged in our own ticketing tool, attached to your company and to the device involved, and you get the name of the person who took it. The first sort separates what stops a business from what annoys one person: a full outage comes before a blocked group, which comes before a single user, which comes before a routine request. That order is the same for every client and it does not depend on the size of the plan.
A request climbs a level when it leaves the scope of the level it is in, not after a fixed number of minutes. The technician who escalates passes along everything already tried. You have nothing to explain twice.
OKTO PSA · Service desk Most of the work is settled remotely, with nobody having to drive anywhere.
- Level 1, the front line. An IT specialist takes the call or the email, opens the ticket and fixes on the spot whatever can be fixed on the spot: password, Microsoft 365 access, printer, slow workstation, full mailbox. Most requests stop right here.
- Level 2, the analysis. If the problem holds out or touches several people, it moves to level 2 with the history already written down. That is where complex incidents, application errors, licensing questions and odd network behaviour get handled.
- Level 3, the infrastructure. Servers, Azure, virtualization, firewalls, security, data restores. A systems administrator picks up the file when the cause sits in the foundation rather than on the user’s desk.
- The project. When the answer is that something has to change, the file leaves day-to-day support and becomes a project planned with you: a migration, a server replacement, a network rebuild. Solutions architecture steps in here.
- The follow-up. The ticket closes with a note a non-technical person can read: what happened, what was done, what is still worth watching. That note is what serves you the next time.
| Level | Who handles it | Typical requests | What triggers the escalation |
|---|---|---|---|
| Level 1 | IT specialist, front line | Access, password, email, printing, slow workstation | The problem hits more than one person or keeps coming back |
| Level 2 | IT specialist, analysis | Application incident, licensing, network behaviour, compromised workstation | The cause sits on the server, the network or in the cloud |
| Level 3 | Systems administrator | Server, Azure, firewall, restore, security | A component has to be changed or replaced |
| Project | Solutions architecture | Migration, new server, network rebuild | The change is planned with you, never improvised |
Our tools
Why the team works with software it wrote itself
Fleet monitoring, tickets, time, assets and document signing all run through tools built here rather than rented from a vendor. That changes two things for you. The history of your equipment stays here and stays available to you. And when a feature is missing, we add it instead of writing to a supplier who may or may not put it on a roadmap.
- The request is attached to your company and to the device in question, not to a stray email address.
- Patches, inventory and backup status are visible in the same place as your tickets.
- The applications we deploy are signed, so they install without a Windows security warning.
More than 15 years of combined experience, more than 100 organizations supported and a 5.0 rating across 34 public Google reviews. Those numbers are broken down, with what each one means and where it comes from, on the OKTO Solutions by the numbers page.
Questions and answers
Common questions about our team
Who answers when I call OKTO Solutions?
Someone from the operations team, in Trois-Rivières. Your request is logged and attached to your company and to the device involved, and you are told who has picked it up. First-level support is not subcontracted to an outside firm.
Will I always talk to the same person?
Not necessarily on every request, and that is on purpose. A team that shares what it knows is sturdier than one person who becomes a single point of failure the week they take vacation. Your history, your inventory and your decisions live in our tools, so you never have to explain everything again.
How many people work at OKTO Solutions?
The team works out of the Trois-Rivières office and covers leadership, solutions architecture, operations and client service, sales and business development, and automation and software development. It has more than 15 years of combined experience in IT services and has supported more than 100 organizations over the years.
Is service available in English?
Yes. The team works in French and in English, on the phone as well as in tickets and in the documentation handed to the client.
Is OKTO Solutions hiring?
Open positions are posted on the careers page, in Trois-Rivières and on a hybrid schedule. Unsolicited applications are welcome even when nothing is posted: write to info@oktosolutions.ca.
The best way to know who you would be working with
It is still to talk to us. We answer the questions, look at your situation, and tell you plainly whether we are the right provider for you. The first meeting commits you to nothing.