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Technical Support Sales

Laval, Quebec, Canada
April 21, 2017

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Elie Daoud

*** **** ****** * (514) ***-****

Laval, Quebec

H7V 2E7

Languages spoken and written: English, French, Arabic

Skill Areas

Analyzing the storyboard and participating in the evaluation of the project concerning integration and programming.

Preparing a list of all the components required in the application.

Proposing changes to the storyboard in order to reinforce the integration.

Detecting potential problems and devising possible solutions to ensure project applicability.

Performing simulation tests on certain functionalities and checking certain techniques hypotheses or assumptions.

Planning integration and participating in establishing a production timetable.

Assembling the different interface and navigation components.

Working with the programmer on all aspects of programming.

Integrating and validating the various interface and navigation components;

Participating in product quality control.

Documenting and archiving the finished product.

Office suite

Academic Training

College LaSalle 2001-2002


Work Experience

Couche-Tard (System Administration, L3 escalations) 2016-2017

IT tickets escalation to L3 and emails escalations

Manage daily server’s tasks (maintenance, patches)

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Monitor Virus, servers, LAN and WAN Alerts

Assist L1 and 2 for all windows systems problems

Install new / rebuild existing hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Create, update and manage procedure and installation documentation

Follow up on server performance and maintenance

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary

Installation and Maintenance on network printers

Updating intranet level 1 internal website

Administer AD (create, delete pswd reset), Office 365, network mapping, file sharing

Managing LAN switches, firewall

Administer iPhone, Android, tablets

Workstation and laptops imaging and troubleshooting images

SCCM, adding workstations for imaging process

Provide remote assistance to L1 and users

Administer OU,GPO

Rolls-Royce (Migration and desktop support level 2) 2 month contract 2016

Migration on multiple devices, PCs and server from old to new OS

Analyzing the method of transforming existing data into a format for the new environment and the loading of this data into other database structures.

Reviewing existing migration tools and providing recommendations for improving performance of the migration process.

Providing necessary change and support documentation

To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

Providing support to internet and external with problems accessing the internet, problem with laptop or devices, cable, or access point, laptop and mobile phones)

To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Performing testing on the new server, PC and equipment to make sure everything is according to the user needs

Providing multiple level of support to users how is having problems with their devices, doing some diagnostics on the equipment laptops or servers to detailing the issue causing the problem.

To install and configure new IT equipment

To resolve incidents with printers, copiers and scanners

Taking care of all the equipment and service requests

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Abbvie Global (2 years) level 1,2 and 3 support 2014-2016

Work with customers throughout the ticket cycle providing professional communication at all times

Troubleshoot requests such as Windows user account maintenance for both physical and virtual desktops

Remotely install, configure and troubleshoot Pc, network printers and scanning devices

Remotely assist customers with hardware and/or software issues

Respond to events generated by monitoring systems and perform troubleshooting related issues

Providing support to internet and external with problems accessing the internet, problem with laptop or devices, cable, or access point.)

Using Remedy and SNOW ( Service Now ) as ticketing system.

Providing level 2-3 support to users having problems with their internet. (network problem regarding our equipment installed, doing some diagnostics on the server to detailing the issue causing the problem)

On sites visits to configure or change any equipment causing the problem

Performing testing on the new server, PC and equipment to make sure everything is according to the user needs

Windows migration from XP to windows 7

Support migration issue

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Trains and orients staff on use of hardware and software.

Recommends and / or performs upgrades on systems to ensure longevity.

Coordinate service and equipment requests

Orders computer supplies

Melisendediamonds WebMaster 2014

Creation and conception of the company’s multiple website websites

Maintaining good and clean performance on the websites

Order follow ups with clients when purchased have been made online

Websites servers maintenance

Troubleshooting any issues with the website

Helping clients going through the buying process

Intact Inssurance : Technical support and IT (level 1 support) 2013

Providing level 1 support to internal users who are having problems accessing the internet/intranet (problem with laptop or network devices applications)

HP ticket system to log the incidents.

Logi-D : Technical support and IT (hardware and software installation) level 2 and 3 2011-2012

Clients (hospitals) support level 1 on hardware and software

Using ticketing system Remedy

Troubleshooting the problem (level 2-3) if a device was malfunctioning using remote access.

on site visits was necessary sometime depending on how big was the problem.

Doing tests on devices before sending them to the costumers making sure everything is working according to the costumers needs.

Monitor equipment

TravelNet Technologies : Technical support and IT, 5years (level 1,2,3) 2005-2010

Providing level 1 support to guests in hotels who are having problems accessing the internet (problem with laptop or devices in their room, cable, or access point.)

Using Remedy and bugtracker as ticketing system.

Providing level2-3 support to hotels how is having problems with their internet. (network problem regarding our equipment installed in the hotel, doing some diagnostics on the server to detailing the issue causing the problem)

On sites visits to configure or change any server that was causing the problem to the hotel

Network administrator for the hotel, designing and installing the network for the new hotels

Performing testing on the new server to make sure everything is according to the customer needs and Monitor equipment

Bell Sympatico: Technical support and IT (Level 1) 2004-2005

Providing level 1 support to troubleshoot their laptop or desktop to find out the cause of their problem, also troubleshooting Bell modem to make sure of any malfunctioning equipment on Bell's side

ILasalle, Montreal: Web Design and web administration 2003-2004

Designing programming and administrating client's website

Doing so from domain names, IIS and web mastering the website for any new version or updates that the client requires

Going through tests on the website to make sure everything is working perfectly before providing the costumer with the website

Mifka Inc., Montreal: Technical support and IT 2002-2003

Providing level 1 support to customers who were having problem with their interact devices

Devices sometimes go offline, reboot of the devices will fix the problem

On sites visits to replace the device that has been configured by the developer

Rogers AT&T, Montreal 2002-2003

Sales representative personal and corporate accounts

Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors

Adjusts content of sales presentations by studying the type of sales outlet or trade factor.

Submits orders by referring to price lists and product literature.

Recommends changes in products, service, and policy by evaluating results and competitive developments.

Makes telephone calls and in-person visits and presentations to existing and prospective customers.

In-depth knowledge of sales territory

Excellent knowledge of products and services to be promoted

Ability to draw up sales contracts and use legal concepts

RadioShack, Montreal 2000-2004

Sales representative

Promotes/sells/secures orders from existing and prospective customers through a relationship-based approach.

Demonstrates products and services to existing/potential customers and assists them in selecting those best suited to their needs.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Provides historical records by maintaining records on area and customer sales.

Contributes to team effort by accomplishing related results as needed.

Excellent knowledge of products and services to be promoted

Ability to draw up sales contracts and use legal concepts

Computer Knowledge

Technical support and IT (hardware & software installation)

Server 2003-2008 Active Directory (installation & configuration)

Router (installation & configuration)

Firewall (installation & configuration)

Remote desktop, RealVNC and Bomgar

Network printers, HP and Xerox

Dell laptops

VPN (installation & configuration)

Windows XP, Vista, 7, 10 (installation, configuration and maintenance)

Microsoft Office suite 2007-2010 (installation & configuration)

DHCP, SMTP, POP, TCP-IP, DNS,FTP,IIS,SMTP (installation & configuration)

Active directory

SQL (installation & configuration)

Acronis, Norton Ghost

Apple devices

Adobe Photoshop

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