Help Desk Team Leader
Resume:
Nada Glaiel
Helpdesk Analyst and Team leader support
Ben Arous Tunisia
ad4sqk@r.postjobfree.com
ㅡ
Skills
Technical: ITIL certification, LINUX (LPI1 certification), Windows server, windows OS, Active Directory, Hardware incident Analyst, Microsoft Office, Exchange server, SQL server, TCP/IP, Troubleshooting and Diagnostics, ITSM, OVSD
Management: Team performance assessment, technical training, follow-up cases ㅡ
Experience LBConsulting / Help Desk Team Leader Analyst for Ordissimo sys January 2015 - PRESENT, Tunis
● Test new procedure in VMWARE and upload it on the database or Sharepoint
● Provide monthly report about KPI, SLA and customer’s satisfaction to Ordissimo CEO using SQL requests and Excel charts and graphs
● Manage weekly and monthly meeting about bugs and the averages of incidents’ resolution
● Supervise, evaluate and provide technical help to agents
● Analyse VIP incidents and provide support to distributor to install system, migrate to new version, update system
LBConsulting /French Help Desk Analyst
January 2013 - January 2015, TUNIS
● Receive customers incidents by mail or phone
● Analyse hardware and software issue, Fix them or escalate to level 2 or level3 when required
● Mention the troubleshooting steps on the service management software (OVSD, ITSM, idssimo etc)
● Reassure customer that his problem will be solved and his data are always safe Hewlett-Packard Delivery Center/ English helpdesk Analyst - SOITEC Singapore JANUARY 2008 - JANUARY 2013, TUNIS
● Analyse and fix the problems and requests of SOITEC employee in Singapore
● Analyse automation issues
● Escalate advanced problems to team level2
● Analyse logs on linux and windows serves
● Manage access rights using Active directory
● Test new technical solutions on Vmware and suggest them on meeting ㅡ
Education Institut National des Sciences Appliquées et de Technologie (INSAT) - DUT on software Engineer Sept 2002 - June 2005, Tunis
ㅡ
Hobbies Rescue Stray cats and dogs
History
Traveling
Contact this candidate