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Support Active Directory

Hopkins, Minnesota, United States
June 13, 2018

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Lotfi K. Fahssi Cell: 612-***-****

*** ********* **, *** #***

Hopkins, MN, 55343


Medical Device Company and Corporate IT Support

Resolve Complex user hardware and software incidents

Supporting over 60,000 + Internal Medical Device Company Employees (nationally and Internationally)

Supporting user in English, Spanish, French and Arabic

Providing Support for Corporate environment and Presidents and VP’s

Medical Device Salespeople Support

Ambitious team player with goal-oriented problem solving abilities

Effective communicator and strong technical skills

Excellent business process and development skills


Admin and Networking:

Network (TCP/IP) support, Outlook Enterprise support, Network/local printers support (IBM, Lexmark, Epson, HP), Remote Desktop support, Server support, PC support, Putty, HyperTerminal connection, Wyse terminal connectivity/ Virtual Private Network, LAN/WAN, Virtual machine, Mail exchange server, Windows, Domain Name Server, VMware, VOIP, Connectivity, Snap server support, Tape library and Autoloader support, Cisco Telephony system.

Storage and backup: Symantec Backup Solutions, NAS, SAN.

Opertating Systems: MS Windows XP, Windows 7, windows 8 and Windows 10.

Microsoft Applications: (Microsoft Office 2010, 2013, 2016 suite), Office 365, Exchange Online.

Networking: Active Directory, Group Policy, DNS, DHCP, VPNs, RRAS and Remote Access protocols, RAID, TCP/IP subnetting, LAN/WAN, Ethernet, Wireless Devices

Security: Firewall and Proxy Server Configuration, Antivirus Applications, Disaster Recovery and Remote Management, Fault Tolerance Tools, Network Hardening via Intrusion-Detection and Intrusion-Prevention Systems

Databases: Introductory SQL queries


LANGUAGES: Fluent in Spanish, French and Arabic(Read, Written and Speak)


Medtronic Aug 2017 - Present

Technical User Analyst /MS Office Deployment SME

Monitor trends in documented incidents and determine appropriate actions necessary to

eliminate future occurrences and improve customer service level in appropriate time frame.

Respond with appropriate sense of urgency to problems escalated to network engineering.

Escalate to management any situation that could adversely impact service provided to the business.

Partner with other IT staff to troubleshoot issues outside the network platforms.

Transfer knowledge and mentor other members of the team.

Laptop and desktop support (Windows 7 and Windows 10)

Supporting MS Office 2010, 2013, 2016 versions

Handling 20 to 40 incidents per day (10 mn ACD, 2mn 15sec ACW)

Complex first time resolutiong with minimum of ( 90% rate )

Active Directory, Groups, Group Policies, read and write Administration

Support Office 365 (Sharepoint, Onenote, Onedrive ) issues

Microsoft License Administration (Office 365) and Office 10

Identity Access Managemtn (IAM)

Microsoft Outlook (2010, 2013, 2016 )

Cardinal Health and Fortis Deployment

Webex and Cisco Jabber Support

Microsoft Big Fix (Local Admin Rights)

Network mapping, User Local Network storage Support

Exchange Online user Batch Deployment

Airwatch (MDM) for Iphone, Ipad, Android Email Devices

Handling complex Email migration issues (PST, OST Profiles)

Resolving LAN, WAN, Wifi and VPN Connectivity issues and Certs

IE and Chrome troubleshooting

Supporting Office applications (Word, Excel, Onenote, Access, Powerpoint) apps

AS400(Champs, Bpcs, mfhos 401, 406, 407, 408) Expertise

SAP administration (JD Edwards instances), Businessweaver instances

Supporting a few dozen of medical Applications (not limited to Maps, Agile, Centricity)

Symantec backup tools expertise

Hardware expert (Dell and HP, Lenovo laptops and desktops)

Lexmard, IBM, Ricoh, Xerox Printers

Cisco telephony, Cisco Finesse agent and Avaya Support

Active Directory and admin tools

2 step, 2 factor, RSA, Adaptive authentication, MS Azure

Password access and password admin

Major Incident Coordinator (P1, P2, P3)

Apple Macbook Support (IOS), Ipads and Iphones

Android (Samusng and LG ) devices

SCCM (Software Center troubleshooting)

Mcafee Antivirus, IBM Big fix, Endpoint (local admin)

SOP Compliance, SLA (Service Legal Agreement)

KB (Knowledge Base) Update and article editing

Worldwide Interpreting April 2016 - Aug 2017

Spanish, French Interpreter

Interpret for patients at hospital and clinics

Assist Patients to fill out hospital form

Help schedule future appointments

Walk patients through appointment procedures

IBM Support Analyst Nov 2014 - Apr 2016

Best Buy, Richfield,

Level II Helpdesk Technical Analyst

Part of IBM team member serving and supporting Best Buy Equipment

Troubleshoot hardware POS, registers, workstations, scanners, Signature pads

and other Peripherals

Provide support over the phone and Serivcenow ticketing system for Canada, US

and Mexico (English, French and Spanish)

Resolve Issues and close tickets in a timely manner

Monitor the vitality and capacity of the network

Provide Networking support: TCP/IP, Mac address, DHCP, Gateway, Subnets

Reimage Registers and workstations (Ghost Software)

Provide printer support and maintenance and coordinating with the field engineers

Genisys Software, Brooklyn Park, MN Jun 2012 – Sep 2014

Software Trainer / Tech Analyst / Server builder

Train and coach users on Rental Software

Provide network and router support

Conduct group virtual classes via Xweb

Create Powerpoint presentations

Travel to clients site and presented live coaching sessions

Unix (Sco), Linux (Redhat) OS install and server configuration

Database (Metropolis) install and configuration

Networking and router configuration

DecisionOne Technology, Bloomington, MN May 2011 – Jun 2012

Helpdesk Analyst / Network Specialist

Client: McJunkin Piping Co.

Active Directory support (account unlock/reset)

VPN / wireless / Ethernet support

Sims/Focus support (warehouse program)

Outlook Enterprise/E-Vault support

Networking TCP/IP support

Network/local printers and scanners support (HP, Lexmark, Epson, IBM)

Microsoft environment support

Client: Overland Storage Support

Provide Tier I and Tier II support for Snap Servers

Escalate ticket to Tier III for contests and resolutions

Provide support for Neo and Reo auto tape libraries

Perform VPN network support through remote sessions/Putty/HyperTerminal/Snap Manager

Open, troubleshoot, resolve and follow up close tickets

Order server parts and warranty verification

Act as liaison for Middle East and Europe field engineer and Sales/warranty staff

Interpret and translate Spanish/French and Arabic for EMEA clients.

VanWagenen Financial Services, Eden Prairie, MN Jun 2010 – Aug 2011

Client Support / Analyst

Track insurance information on leased/Financed vehicles

Data gathering and Analysis

Updated client information in the information System

Interpreted French and Spanish for foreign speakers

Affiliated Computer Services (ACS) Eden Prairie, MN May 2005 – Jun 2010

Client Support Specialist

Assist Northwest airlines clients, over the phone, chat and email in regards to reservation bookings in regards to ticketing tools and databases

Debug website errors to allow Northwest clients book their reservations online

Remote control clients website accounts to assist them book, modify or update reservations

Respond to customers emails in regards to their reservation or flight issues in English, French and Arabic

Update traveler’s information on the company’s system

La Princiere Jewelry Concepts, Algiers, Algeria Aug 2004 – May 2005


Manage two Stores with $ 350,000 yearly profit / each

Place merchandise orders

Consult customers with purchases

Perform company Network setup

Urban Traveler, Minneapolis, MN May 2001 - July 2004

Sales Specialist / Manager

Consult clients with purchase of top of the line luggage

Assist with updating company website

Manage and maintained store operations

Train new employees on sales and store operations

North Hennepin Community College, Brooklyn Park, MN Sep 1998 – Aug 2001

Computer Lab Assistant

Administer and manage computer lab

Maintain performance of computers and equipment

Trouble shoot hardware and software related issues

Upgrade computer operating systems, and upload software

Tutor MS Windows applications


Augsburg College, Minneapolis, MN

Bachelor of Arts

Major: Management Information Systems (pending)

North Hennepin Community College, Brooklyn Park, MN 1998-2000

Associate in Information Systems 2000

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