Desktop End user IT Support  

SKILLS

●        Software and hardware general maintenance, windows server 2019 , 2022

●        Dell PowerEdge vrtx server, Switch Meraki, Force point ,

●        Windows11, OS configuration Linux,Mac , Active directory ,Air Watch MDM ,VMware environment, support SAP, autopilot, Intune ,VPN,mobile phone,jamf ,,BMC Remedy.Servicenow, SCCM,Exchange ,Webex Intercall,.QSC SYSTEM  .

EXPERIENCES

IFS France System Engineer (Paris-Milan-Zurich)                                                          17/07/2022-Till now                           

●        Work with ITIL Processes recommendation and guidance

●        Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems using Osca Assyst our ticketing tool

●        QSC System Video conference room meetings perform Audio and Video Support including Health Checks Inventory and Asset Management Operations Coordinate with external vendors for dispatch support Identify and resolve hardware and software application conflicts

●        Building and configuring laptops using SCCM and Autopilot deployment , Setup Business applications troubleshoot office 365 , Wi-Fi, VPN, cisco AP

●        Rack cabling, work on project open new office, and shutdown old office’s.

ICT End user support ERG France & ERGDEVELOPMENT                                                             03/11/2019- 31/01/2022

         WIND energy sector                                                                            

●        Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.

●        Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

●        System & Network Administration Cisco Meraki.

●        Manage stock, ordering and suppliers contract in telecommunication and ISP,

●        Troubleshooting communication VPN and internet issues on wind farms in all parc’s in France

●        I work with Configuration manager,Forcepoint ,SCCM ,windows server 2016,office 365.administrator .SharePoint ,Enrolling Iphones and troubleshooting, pack office365, Dell equipment support, Dell vrtx server .

     IT DESKTOP SUPPORT SPECIALIST (HCL Employee)                                   23/08/2018-31/07/2019

Linkedin Project Paris, Milan, Madrid offices

●        Responsible for day-to-day onsite IT support at LinkedIn Paris France including Milan and Madrid IT support and visiting offices regularly..

●        Troubleshooting hardware issues, including, Printers and Mac, IPhone, Android Smartphone wireless, and videoconferencing equipment.

●        I provide end user support for Mac, and Windows

●        I assist with root cause analysis related to desktop computers and all peripheral devices.

           Service Desk support Agco SAS                                                                             01/04/2016 - 31 /05/2018

France

●        Assist Implementing hybrid Service Desk support in French site ,sharing my previous experiences in UK with local team

●        Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications

●        Provide service desk support to end-users, troubleshooting issues related to personal computers, applications, including wind-chill PTC software , oasis/IBIS SAP incident assignment SAP APO/PP EWM P01 SRM SLM FICO

    Help Desk Agent  AGCO Ltd  Abbey Park, Stoneleigh, Kenilworth CV8 2TQ, UK                                                23/02/2015 -31 /03/2016                                                                                                           

●        Provide a central point of contact for all of AGCO’s Users based in France and UK

●        Basic PTC Wind-chill Experience creating /deleting/modifying users accounts,

●        Administer User access to AGCO French IT Systems in line with IT policies, SOX policy and with adherence to IT Service Desk procedures

●        SAP Creating Editing and assigning roles to users using Active Central User Administration (CUA)

IT Support L2 Loblaw companies Limited                                                                                                   06/11/2014 -15/12/2014

                      Cognizant Hungary

●        Support for Swedamart /Sweda/Aurora/Fipay retail store application system

●        Troubleshooting POS systems,

●        support for more than 1200 retail Stores and 500 Gas Bar IT Infrastructure nationwide

●        Support for STAS(Store Time and Attendance system).

●        Support for Pharmacy Kroll system and Dell Wyse systems

DESKTOP SUPPORT level 2 project                                                                                                                                              23/08/2014 -31/10/2014

Dentso Aegis Media   (Tata consultancy services Hungary)     

●         Comprehensive understanding of Mac OS X from command line troubleshooting to resolve individual application failures.

●        Experience with Microsoft Exchange™ including a firm understanding of Groups and permissions.

●        Basic knowledge of Active Directory AD administration

       On-site End User IT Support  Owens-Corning                                                           01/07/213-01/09/2013

                            (Chambery France)                     

Tata Consultancy Services Hungary

●        Repair/replace faulty hardware components. Provide onsite support for testing, evaluation and implementation of new customer approved IT systems and system enhancements. Support special projects. Create baseline and custom computer images for deployment SCCM

●        configure, troubleshoot, repair, install/re-install Microsoft software products; install camera, printer and scanner hardware and software, troubleshooting issues and call service provider for repair if needed Dell partner.

DESKTOP SUPPORT level 2 Ownes Corning (Tata consultancy services Hungary)                                                       21/08/2013-31/08/2014

●        call back users regarding theirs issues in a timely and professional manner                     

●        Troubleshoot Remote Access (VPN, Citrix)

●        Remote and desk-side installation of various software packages, engineering tools, and patches, using Dameware,Lync,Logme in, Symantec pc Anywhere..

●        Provide support for mobile users who work at home, travel, or work from a remote office, using remote management tools

Helpdesk Agent IT support (Tata consultancy services) level 1 project Owens Corning                                                            02/01/2012-30/06/2013

●        Receiving and answering incoming phone calls      

●        Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

●        Opens trouble tickets to record all actions taken to effect resolution of customer problems, also Updates on existing problem conditions and coordination of ticket activities to closure (BMC Remedy, ServiceNow)

●        resolve the requests in line with the set SLAs, and forward the more complex queries to the second level team(Desktop Team L2)

●        Follow up and make scheduled callbacks to customers where necessary;

●        Contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met

              Computer Seller                                                                                                                                                                           08/02/2010-28/03/2011

●        Determine a client's business requirements and whether the products being considered are suitable

●        Decide whether the software or hardware needs is adapting to meet the client's needs

●        Answer any technical questions the client might ask

       Car Sales                     Marrakech Morocco                                                                                                         01/09/2005 -14/11/2008

Renault Nissan

●        Explaining product performance, application and benefits to prospects and describing all optional equipment available for customer purchase, strive to meet daily, weekly and monthly vehicle sales quotas

●        Following up on all post-delivery items including tag/title work, and any special requests to be sure that all customer expectations are reached.

●        Maintaining a buyer follow-up system that encourages repeat and referral business and contributes to customer satisfaction.

 EDUCATION

RENAULT EDUCATION CENTER                                                                                                                                                       01/01/2006 -15/05/2006

Diploma as professional sales consultant By Renault school ,

IT Technicien (école française de l'enseignement technique) Marrakech  Morocco                                                                                      2002 - 2004  

BS degree on Economic Studies        University of cadi Ayad        Marrakech                                                                          15/10/1999- 10/07/2005

CERTIFICATION:

Azure Fundamentals AZ-900                                                                                                                                                                         July 15, 2022

 LANGUAGES

          French       Bilingual Proficiency

          Italian        Full Professional Proficiency

          English       Full Professional Proficiency

                 Hungarian  Full Professional Proficiency

PERSONALINFORMATION

Driving licence B

Sports:  Basketball

Hobbies: Travel, Music, IT and New Technology  REFERENCES – Available on request.