Abdelilah Hajjami

Dallas, TX *****

ad5bjw@r.postjobfree.com

+1-830-***-****

As a Help Desk Technician with a proven background in the technology industry and leadership positions, it is with great excitement that I submit my resume for consideration to become a member of your team. In each of my professional roles, I have been successful in producing positive results and I have a consistent history of advancing shared company goals. Please review the following examples from my resume, which outline the many strengths I can leverage to advance the Company Name mission.

Work Experience

Technician Support – Service Desk

Mphasis

February 2024 to Present

Share knowledge with team members and develop customer solutions efficiently; Perform source system data analysis in order to manage source to target data mapping; Perform migration and testing of static data and transaction data from one core system to another; Creation of end-user documentation for the new repository, as well as mentoring & training as needed; Attaching metadata to documents by analyzing their content or working with knowledgeable owners or teams;

Identification of, or creation of, cost-effective tools that may automate data migration; Updating and maintaining a database of records which index and reference archived documents; Migration of key documents from legacy tools to a common SharePoint-based repository by following established processes.

On Call Smart Hand

Merge - Dallas-Fort Worth, TX

August 2023 to August 2023

Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals. Troubleshoot and Support for the Mobility devices (IOS/iPhone/iPad). Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, tablets, printers, mobile devices, RFs, phones and other computer and telecommunications equipment. Install, configure and manage software and their functions according to specifications Install hardware and peripheral components such as monitors, keyboards, printers, and disk drives, following design or installation specifications. Performs departmental and/or corporate office moves and additions. Effectively manage multiple projects, activities and tasks simultaneously and prioritize based on business requirements. Evaluate, recommend and implement desktop tools. IT Help Desk Agent

Parkland Hospital Systems - Dallas, TX

October 2021 to July 2022

provide support to end users for PC, service or mainframe applications, and hardware and Basic system troubleshooting. Enter all incoming calls into the ticketing system database appropriately. Adheres to hospital policies and procedures. Troubleshoot issues while working with health care applications. Support users remotely via remote control applications, immediately solve as many incoming calls as possible within the scope of knowledge. Route assigned help tickets to the appropriate person. Answer questions regarding system procedures, system status, system downtime and downtime. Staying informed of all changes to the systems that affect customers. Follow written and/or oral instructions regarding applications to be processed by standard operating procedures and techniques, which are relatively repetitious. Loads specified software packages such as operating systems, word processing, or spreadsheets onto computers. Installs and maintains hardware Plus EMR and peripheral components such as monitors, keyboards, printers, disk drives. And control room environment. Helpdesk Associate

NTT DATA. - Casablanca

December 2005 to October 2007

Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Identify issues, investigate root causes and recommend solutions to reported problems. Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail. Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance. May prepare help desk incident reports and assist in hardware and software evaluation and control room environment. Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. Education

Certification in IT Help Desk Technician

Texas Premier Technology Institute - Fort Worth, TX October 2020 to April 2021

Bachelor's Degree in law

El Quaraouiyine University

1998 to 2002

High school diploma in Meknes, Morocco

September 1997 to July 1998

Skills

• Good problem-solving skills and decision-making ability.

• Determining the best solution based on the issue and details provided by customers.

• Ability to learn and apply technical information in a fast-paced, demanding work environment.

• Microsoft Exchange / Microsoft Office 365 Configurations.

• Effective listening skills.

• Performing remote troubleshooting through diagnostic techniques and pertinent questions

• Microsoft Windows. Authentication. Virtualization and System administration.

• Computer Software and clinical applications Troubleshooting.

• Computer Hardware Troubleshooting and installation and EMR peripheral components support and

• Ticketing Systems / ServiceNow. Jira.

• Operating Systems / windows 7-8-8.1-10 / Lunix. Ubuntu / Mc OS Troubleshooting.

• Microsoft Windows, Server, SharePoint and Firewall Configuration.

• Active Directory Configuration and Set up.

• Self-motivation and organization.

• Strong customer service skills and support.

• LAN / WAN / TCP/IP / DNS / DHCP / VPN / VoIP Configurations.

• Command Prompt. PowerShell. BitLocker Configurations.

• Control room environment.

• Computer Networking support Monitoring Administration and remote Control via VPN (Cisco AnyConnect).

• Ability to follow policies and procedures; attention to detail.

• Flexibility. Reliability. Teamwork and Problems Solving.

• Strong written and verbal communication skills.

Links

linkedin.com/in/tanvir-shawkat-5883261a

Certifications and Licenses

CompTIA A+

CompTIA Network+

Help Desk Technician / End User Support Specialist

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