Mohamed Lakhal

Poughkeepsie, NY *****

ad2o0p@r.postjobfree.com

+1-845-***-****

• Dedicated and versatile Production IT Technical Support Specialist and Help Desk Specialist having 5+ years of experience with a proven track record in providing technical support to production environments.

• Expertise in resolving IT issues, ensuring minimal downtime, and optimizing workflow efficiency.

• Strong problem-solving skills and a commitment to exceptional customer service.

• Proficient in harnessing the full potential of JIRA, a versatile issue and project tracking software, to streamline processes and manage IT support requests.

• Excellent Verbal & written skills and proficient in MS Office applications.

• Committed to delivering exceptional customer service, focusing on clear and effective communication to address user concerns promptly and professionally. Known for the ability to simplify complex technical concepts for end-users.

• Profound expertise in diagnosing and resolving IT issues across hardware and software systems.

• Adept at providing rapid solutions, minimizing downtime, and enhancing workflow efficiency.

• Experienced in creating, managing, and resolving issues, ensuring an efficient and organized workflow.

• Adept at collaborating with cross-functional teams to deliver effective IT solutions and support.

• Adept at explaining complex technical concepts and processes to clients and non-technical staff in a clear and

• understandable manner.

• Highly motivated individual with extensive knowledge of Cisco networking technologies and a willingness to learn new technologies.

• Local candidate, available for in-person, telephonic and Virtual round of interview & ready to join asap.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Desktop Support Technician II

MediaMath - New York, NY

September 2022 to Present

• Diagnose and resolve (in-person and remotely) issues with hardware, operating systems, applications, softwares, and peripherals/ troubleshooting printers scanners...etc.

• Configure new computers for new hires, perform hardware upgrades, and maintain accurate endpoint device inventory. Troubleshooting, repair, imaging and shipping of both Apple and Windows based laptops

• Used Mobile Device Management MDM to allows IT to automate, control, and secure administrative policies on laptops, smartphones, tablets, or any other device connected to an organization's network.

(Intune and jamf)

• manage LAN & WAN connectivity services by covers the implementation of Local Area Network

(LAN) solutions and the Wide Area Network (WAN) hardware and software for client server architecture technology.

• Provide training and leading to IT support team

• Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, …

• lead and organize work, build reports, handle escalations, and help with ad hoc projects, and training

• Provide IMAC support for Hardware/Software/manage MAC on JAMF and windows on microsoft endpoint Intune SCCM

• Troubleshoot client server connectivity and permissions and networking issues VPN…etc

• Complete special projects and additional responsibilities.

• be the front-line of all internal support requests, monitoring our JIRA ticket queue and responding to all tickets within a timely manner or escalating appropriately

• Provide maintenance services for all conference room technical systems including projectors, VC and audio conferencing equipment and infrastructure. (Zoom,Ms teams...)

• Strong background in O365 (Outlook, Excel, Word, PowerPoint, Teams, and SharePoint)/ okta/slack/ ivanti/Manage Active Directory onboarding off boarding users, resets password…

• configuring and troubleshooting enterprise wireless devices, including iPhone and Android and provide access to user through OKTA verify

• Provides 24/7 support through investigation & analysis of problems using documentation, manuals,debugging tools & logic to resolve problems, prevent recurrence & ensure continuity. Takes remote call

• Manage access tickets and provide access permission to users to share point, one drive, saleforce, distribution and mailbox 365 groups…..

Desktop Support Specialist

Nuvance Health vassar brother hospital - Poughkeepsie, NY January 2021 to September 2022

• Diagnose and resolve (in-person and remotely) issues with hardware, software networking issues and troubleshooting printers’ scanners etc.

• Configure new computers, perform hardware upgrades, and maintain accurate endpoint device inventory. Provide IMAC support for Hardware and Software. manage MAC on JSS and windows laptop on Microsoft endpoint Intune SCCM using PowerShell

• Troubleshoot client server connectivity and permissions.

• Using Jira Software to create a user tickets issue and tasks and projects for me and members of the company and manage all tickets issues and resolve them and add issue with its details, due dates

• Provide recommendations for hardware improvement/image MAC and Windows /troubleshooting VPN connectivity

• Accurately document Service Desk ticket status and resolution.

• Provide maintenance services for all conference room technical systems including projectors, VC and audio-conferencing equipment and infrastructure. (Zoom, MS teams.)

• Strong background in O365 (Outlook, Excel, Word, PowerPoint, Teams, and SharePoint)/ okta/slack/ ivanti/Manage Active Directory onboarding off boarding users off, resets password, manage user’s

• Group directory/Citrix workspace/Microsoft Endpoint Configuration Manager

• Performs other duties as required.

• Provides 24/7 support through investigation & analysis of problems using documentation, manuals, debugging tools & logic to resolve problems, prevent recurrence & ensure continuity.

• Manage access tickets and provide access permission to users to share point, one drive, salesforce, distribution and mailbox 365 groups

Cloud azure network support engineer

Mindtree - Remote

January 2020 to January 2021

• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering

• Responsible for the customer support experience with Microsoft

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group or engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Help Desk Specialist

Election Hillsborough county - Tampa, FL

August 2018 to January 2020

• Provide technical assistance to all office locations within Hillsborough CountyMonitor, track and respond to helpdesk tickets as requests are made

• Escalate situations to management requiring urgent attention

• Setup and deploy new computer systems and perform routine maintenance to include desktops, laptops and tablets

• Manage access tickets and provide access permission to users to share point, one drive, saleforce, distribution and mailbox 365 groups….

• Manage Active Directory onboarding off boarding users off, resets password, manage user’s group

• Complete user setups including hardware, software, and systems access, providing technical support and troubleshooting as required

• Maintain computer equipment and software to ensure secure and efficient operations

• Assist with organization video, badge access security, and phone system

• Develop, implement, and manage information systems and information technology initiatives as assigned

• Stay current with system information, and assist in integrating new applications and technologies into the current system

Computer Technician Specialist

PLANET WIRELESS - Tampa, FL

February 2017 to August 2018

Tier I - Help Desk Technician

• Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.

• Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.

• Document all technical issues. Highlight steps taken to remediate problems.

• Maintained and updated Windows operating system monitors platforms and network infrastructure.

• Oversaw new installation wiring projects.

• Responded to and resolved computer system problems as required.

• Furnished technical assistance with VoIP system maintenance.

• Manage access tickets and provide access permission to users to share point, one drive, saleforce, distribution and mailbox 365 groups….

• Manage Active Directory onboarding off boarding users off, resets password, manage user’s group Education

Bachelor's degree in Information Technology

University Poletihnica of bucarest

September 2013 to July 2015

Associate degree in Technology

Technology in Computer Technology Specialized Institute of Applied 2010 to 2013

High school or equivalent in Science

Taha hocien

September 2006 to July 2009

Skills

• Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.

• Outstanding knowledge of multiple hardware and software applications.

• Strong background with hard drives, central processing units (CPUs), video cards, firewalls, and antivirus and disaster recovery software.

• Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.

• Played key role in instituting new tracking system that coordinated phone and e-mail support requests, remarkably improving response time and dramatically reducing downtime.

• Excellent technical skills, with strong knowledge of Windows, Novell, MS Office, and Internet connections and peripherals. Extensive knowledge of both PC and LAN hardware and applications.

• Help Desk

• Active Directory

• TCP/IP

• DHCP

• Microsoft Windows Server

• Operating Systems

• Network Support

• WAN

• VPN

• Network Infrastructure

• Microsoft Exchange

• Technical Support

• System Administration

• Network Administration

• IT support

• Desktop support

• Jira

• Microsoft Access (4 years)

• End user support (4 years)

• Computer hardware (4 years)

• Computer software (4 years)

• DNS

• Azure

Certifications and Licenses

Associat degree information technology

Computer technology

CompTIA A+

azure networking

CompTIA Network+

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