SUMMARY:

• I am a self - motivated IT Application support /Mac - Desktop Support analyst, with systems administration, CCNA and TCP/IP Network administration experience.
• I have skill with MS Windows, Linux and Mac OS systems troubleshooting and I have above 10 years of technical customer support 1st and 2nd line on desktop, Mac and networking.
• I am an excellent communicator and have customer focus skills.
• During my IT career I supported Small and big corporation.
• Learning, Mac Os, Windows Server 2012, Hadoop platform (Hue, Azure, Cloudera Live, Hive Editor, HDInsight) now
• Professional written and verbal communications

WORK EXPERIENCE:

Confidential

Support Analyst / Desktop Support /Level

Responsibilities:

• Escalate high priority calls. Notify other employees of trends and issues. Assist in server upgrades. Document common issues occurring in the helpdesk. Attend change control meetings. Pilot new systems including home grown apps for IPad. Troubleshoot hardware and software issues related to desktops, laptops, point of sale terminals and printers. Troubleshoot wireless issues remotely. Install and configure a range of software including proprietary software and standard software. Consult on strategies to make the Helpdesk more efficient.
• General Mac operating system maintenance and management in a business environment which includes network Mac and PC devices on an enterprise Windows network.
• Local and wireless printing. Local and network backup including NAS, SAN, automated backup using 3rd party and native OS tools.
• Aloha POS installs and support
• Windows 10
• Lotus Notes password resets and installs
• Zimbra support and password resets
• Windows Active Directory configurations and password resets
• Microsoft Product knowledge (Microsoft Office (versions 97 thru 2010) and, Windows, XP, Windows 10 and Windows
• Remote Desktop experience / TeamViewer and Casper
• Desktop support including troubleshooting and imaging using Intune and Ghost.
• Network troubleshooting and diagnosis of routers, switches, servers, and access points
• Work with Service Now Desk Plus ticketing system

Confidential, Dallas

Health / medical technical Support

Responsibilities:

• Support and troubleshoot WOW (Work station on the wheel); Clinical Workstation etc...
• Trouble medical printers Optio, HP LaserJet, Lab Label etc...
• Windows Desktop Support: equipped with medical applications:
• Ticketing and documenting calls using Now-Service CRM.
• Prepare tickets for hardware or software on incidents or request.
• Correspondence with corporate users using MS Outlook and phone calls.

Confidential, Manhattan/ New York City

All around IT technician

Responsibilities:

• Periodic IT infrastructure assessment
• Update drivers, Install and setup new pcs, network printers.
• Weekly sending mail around on new threats and good advices to colleagues on how to make your pc faster.
• Replacing old infrastructure to new ones (hardware and software). Create accounts on Salesforce and update the newsgroup. Monitor Netgear routers and switches.
• Network security assessment with MSBASE Line Security, MS Network Monitor.
• PC ensemble, memory, VGA upgrade.

Confidential

Network Analyst

Responsibilities:

• Troubleshoot complex Switches, NAS and Routers problems via remote sessions, and phone.
• Analyzing issues VLAN: Tagging and UN-tagging problems.
• I used Salesforce to log, escalate, track and create cases. I worked as the front line of Netgear, the primary contact with corporate and retail users. My work was based on SLA, which was daily monitored by myself and by the supervisor.
• Tools used: Cisco routers, Wireshark, Salesforce, Phone, Email, network tools (Ping, Trace route, Nslookup, netstat etc...), Remote Desktop, Vmware, Teamviewer, Linux/Unix command to interact with routers and Switches.

Confidential

Data Analyst, GSM roaming Analyst

Responsibilities:

• Analyzing TAP, RAP files and relevant billing issues including roaming agreement configuration: tests and commercials.
• I have strong communication skills with the ability to work effectively and support DCH’s, and my customers (operators).
• Analyzing and running big data SQL queries, and setting roaming discounts on: Oracle, Analyzer, MS Excel, SQL language, Unix Solaris etc...
• Application Support: Crystal, Siebel, SQL based Applications and security Applications that use security key.
• My operators: I worked with French, Arab, African and American operators.

Confidential

Application and Android phone Support

Responsibilities:

• Prepare RMA for shipping devices using Sales force.
• Track orders, refund bad delivery and cancel orders.
• Settings, testing new plug-ins, new native applications, Troubleshooting of the Android operation system:
• Troubleshooting contract phone against pay- as you- go and 3G internet vs WAP
• Enabling wireless and Bluetooth on the phones
• Pairing profiles so that devices can talk to each other, including Car kits
• MMS, WAP and Internet settings
• Doing testing, settings on windows that tries to connect with HTC phones as Hotspot.
• Remote access to customer’s Windows system and phones
• Advice and educate customers
• Log cat, ADT shell
• Logging all incidents.
• Give assistance to users on how to use Google assurance compare sites and various Google sites websites on how to create ads, use Map on your portal etc..

Confidential

Technical consultant

Responsibilities:

• Develop software and services (on Confidential foundation platform) that growing mid-size firms and distributed enterprises rely on every day to build great customer relationships and deliver high-quality customer service; ITIL based, as Confidential consultants (and me as part of the team) we apply a unique combination of innovation and automation with a standards-based approach to simplify core business processes, including: IT service management; customer relationship and sales force management.
• Technology used: JavaScript, XML, ITIL, MS SQL 2000.
• Work area: Munich, Pleasanton and onsite (at Customers' sites).
• Key customers: De Mol, Meulenhof bv, Randstad

Confidential

Technical support analyst

Responsibilities:

• Manage hardware resources, storage etc,
• Monitor and control the accuracy of data warehouse. Investigate and assist in the resolution of any day-to-day warehouse issues.
• Monitor fail over recovery statistics; prepare system availability reports using Teradata Sql language.

Confidential

Technical Desktop / Application Support

Responsibilities:

• Technical support on corporate environment, with around 25.000 computer including Linux, Mac and Windows using TCP/ IP, Printer Server, Samba and Active Directory, AppleTalk protocols.
• The work consists of technical and application assistance on the phone and onsite support if needed, to corporate users: investigating of the network problems: like router, MS Office, hub, Network card, hardware, printer, network cables, Fax etc...
• For this function a good solid background of Networking technology, was required in term of analyzing every segment of the global network in case of an investigation on LAN, WAN, VPN, Dial up connection, SAN etc... From TCP / IP to NetBIOS etc...
• A good understanding of Server products was also required: Exchange server, SQL Server, File server, Http server
• P.S: Documents and manual translation from English into French and vice versa.
• I developed templates and documentation for internal use.

Confidential

French Technical Support

Responsibilities:

• French Technical support and including Office macros,
• User Manager using Windows server 2003 to administrate users.
• Work tools: SAP, Active Directory, MS Excel

Confidential

French Technical support

Responsibilities:

• I supported corporate users, technicians and network managers on using or running the products, devices on a mixed networking environment of mainframes, Windows, configuring HP printers and support, UNIX, Exchange servers, VOIP.
• The support is ITIL based from the basic knowledge of the word to its full complexity: logging security, escalation of cases, contacting third party companies and ordering needed products if needed etc.

Confidential

French Network security analyst

Responsibilities:

• PCAnywhere and NAV Server: Technical support in the term of mechanism of the product (from executable files to GUI), Pcanywhere. My function was to give support to companies who implement Pcanywhere in their work environment, solving technical problems that occur during the implementation of Pcanwhere, finding a good unity and uniformity so that the product can without a problem work in any hardware and product, like, Cisco, Firewall, Antivirus
• Remotely assisting the customers to install Pcanywhere in their WAN, help users who come with new ideas that the company has not thought of like, combining Pcanywhere and the security camera's, Reporting cases to the senior manager, etc.
• Responsible for the EMEA region. As network security analyst, my task was to help customers implement Norton Antivirus (enterprise version) in the work environment, solving problems that occur during or after the implementation of NAV on MAC and Windows, making and reporting cases to the senior manager.
• P.S: Documents and manual translation from English into French and vice versa.