YOUSSEF FEKRANE

** ****** ** • Moncton • NB • E*A 3K5• https://www.linkedin.com/in/fekrane • 1-506-***-**** • addb3e@r.postjobfree.com IT TECHNICAL SUPPORT AND MAINTENANCE

Having Bachelor's degree (four years), Computer Science and worked within the microfinance company for over 12 years in the IT technical support and maintenance, I have developed a wide range and strong skills on supporting internal users that would be used and beneficial for this role like problems analysis, solving problems, troubleshooting. Also cultivated a high degree of consulting ability, business acumen and organizational abilities. SKILLS AND EXPERTISE

• Jira Service Desk / Confluence /

Zendesk / Stash and Optitune

• Strong knowledge on Amazon

Web Services (AWS)

• Java, Xml, HTML, PHP, Js

• Linux / Windows Server 2012 and

2016

• ITIL Agile Methodologies

• Strong ability to troubleshoot IT

issues including operating systems

and hardware

• Change Management

• Business Analysis / Team

Management

• Microsoft SQL Server/ MySQL /

jBase

• Apache, Jboss, tomcat and IIS

• Working knowledge of mobile

devices including iPhone and

Android

• Ability to analyze data and identify

changes

• Strong skills of core banking

system T24, Adbanking system

and Utnet

PROFESSIONAL EXPERIENCE

Technician, Install & Repair 01/2020-Present

TELECON, Moncton, NB, Canada

National Leader in Telecommunications Network Infrastructure. (https://www.telecon.com)

• Diagnosed and/or corrected all technical problems (Internet, Television and Phone) to the satisfaction of the customer and in accordance with company specifications.

• Ensured that communication with customers, other departments and peers is done in a professional manner.

• Installed new services, extra outlets and equipment in domestic dwellings, residential homes, apartments and commercial buildings.

• Promoted and sell company services and make customers aware of same.

• Completed accurate documentation pertaining to installations, service and sales activity.

• Assisted Managers in reducing departmental costs through efficiencies and improved productivity. Bilingual Technical Support and Fraud Investigator 12/2019-01/2020 CONCENTRIX, Moncton, NB, Canada

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance (www.concentrix.com)

BAOBAB SERVICES/MICROCRED SERVICES, Dakar, SN

Baobab is a leading digital financial inclusion group focusing on serving individuals, micro and small businesses in Africa (9 country) and China. their mission is to unleash the potential of their clients by offering them simple and easy to use financial services(https://baobab.bz/)

Application Support Officer 2013-2014

• Provided on-time business support to head office and branch users by resolving system-related problems adhering to system level agreement

• Enable customer satisfaction by providing IT technical support and maintenance L2 adhering to service level agreement

• Performed analyzed, troubleshooted, and resolution of complex desktop problems for end-users and recommend and implemented corrective solutions

• Installed, configured, tested, maintained, monitored, and troubleshooted end-user workstations and related hardware and software

• Setup and supported of mobile devices including iPhone and Android IT deputy Manager Support and Maintenance 2011-2013

• Supported organizational and technical employee trainings

• Worked on several Close of Business (COB) related issues like crash and hanging problems YOUSSEF FEKRANE

• Developed a knowledge base of product analysis to help the development team speed up the resolution process

• Installed and maintained company's core banking system

• Contributed to the team’s knowledgebase and documented changes and new procedures

• Identified and escalated the situations that require urgent attention IT Application Developer 2019

• Develop software solutions on the T24 core banking system based on a technical/ Functional Specification Design document and unit testing

• Analyze issues escalated by Level 2 support, propose potential fixes and implement agreed solutions

• Active participation in all phases of the software development lifecycle including system architecture and design

• Establish and maintain open communication with all stakeholders IT Consultant and IT Services Transition Administrator 2015-2019

• Developed and implemented change procedures

• Planned and managed all production change with 0% rollback

• Managed AWS (Cost, EC2, S3, EBS, IAM, RDS) and reducing the cost by 50%

• Ensured on time delivery by monitoring daily performance and work transition of team members in multiple projects IT Application configurator and project Manager 2014-2015

• Coached and trained team members to be autonomous in solving their tasks and motivated in their daily work

• Technical support to other teams (Dev, QA, Production, end users support)

• Administered and configured all the core banking system

• Documented, maintained and updated client and business requirements and workflows Key Accomplishments:

• Continuous maintenance and improvement of existing T24 core banking system developments in R16, R12, R10 versions with Temenos Application Framework for Java (TAFJ) and TAF for C (TAFC) with SQLServer database

• Configured and Developed of new modules/products on T24, Utnet, UtSms and UtRoute

• Migrated all core banking system for Microcred in Cloud (Amazon AWS and OVH) with 0% downtime

• Participated actively in complex project to migrate all Microcred core banking system (T24) to AWS AMAZON cloud and OVH cloud with respecting the timeline project

IT deputy Manager 2007-2011

UMECUDEFS(MICROFINANCE), Dakar, SN

UMECUDEFS (Union of Mutual Savings and Credit Unacois for Economic and Financial Development of Senegal). their mission is to unleash the potential of their customers by offering them simple and easy to use financial services

• Assisted the IT Manager on his day-today operations

• Set up a GLP application that manages all the IT infrastructure

• Supported all end users adhering to service level agreement

• Administered and maintained the Linux System and active directory under Windows

• Deployed and administered core banking "ADBanking" and FERLO electronic payment system

• Maintained an adequate stock of spare parts to support the existing desktop environment EDUCATION

• World Education Services ECA#: 3465266IMM February 22, 2018 All education listed below has been verified for Credential Assessment for Immigration, Refugees and Citizenship Canada

• Master's degree, Project Management. 2010

Higher Institute of Business and Communication (Senegal)

• Bachelor's degree (four years), Computer Science. 2008 African Institute of Management (Senegal)

• Bachelor's degree (three years), Computer Management 2007 African Institute of Management (Senegal)

PROFESSIONAL DEVELOPMENT AND CERTIFICATION

• Amazon Web Services (AWS) Certificate of Participation in AWSome Day Training

• ITIL Foundation Certificate

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