Support Specialist Tech
Resume:
Leila Harichane
(US Citizen)
Dallas TX, *****
: ***********@*****.***
Tech Support Analyst
An experienced IT technician, I have more than 10 years’ experience in Testing, Troubleshooting, Project, Application Support and IT related stuff.
As an individual, I am a charismatic, enthusiastic and highly dedicated technician, who likes to lead by example, in a hands-on fashion. This approach has enabled me to achieve results at the highest professional level.
Main Experience :
10 years in IT Support, Applications & Networking.
4 cadastral engineering.
Competences:
Service Now, Sales Force, PoE Switches, Call and Visitation Platform administrator (VoIP & Video conferencing) management, monitoring System alerts (ORION ZABBIX).VDIs, Active directory, Windows 10 troubleshooting issues, Microsoft Office, running diagnostics, networking troubleshooting, hardware, software installation, Service now, Sales force and print logic.
Professional Experience
May 2021 – Now
Wipro, (IT outsourcing company)
Carrolton TX
System Administrator
Experience supporting high rank officers, account managers.
Provide 2nd line technical support, answering support queries via phone, email, Chat and Web
Troubleshoot network devices.
Using ORION, and ZABBIX to monitor network switches.
Configure PoE ADTRANs.
Configure Ports, Video visitation Poe Terminals.
Admin role for Calls and video platform.
User access management.
Experience in managing teams of 10+ employees.
Take ownership of user problems and be proactive when dealing with user issues.
Identifying the issue and categorizing / prioritize the incident.
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
Ticket reassignment to Other Resolver groups if ticket unresolved by L1.
Recording trend of calls and identifying outages proactively
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation.
Creating child tickets and tagging them with problem ticket
Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SNOW.
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Démonstrateur patience, passion for problem solving, ability to use knowledge bases, Tools
Experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Advance knowledge of T/S Small Forms (iOS, Android, Windows)
Intermédiate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Aug 2020 – May 2021
HCL, (IT outsourcing company)
Frisco TX
IT Support Specialist
Classify Service Calls according to the specified options
Refer Service Call to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
Escalate to the appropriate management level when thresholds are violated.
Close Service Call
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Report about Service Calls
Communicate response times for dispatched tickets to the customers
Manage the entire service request process ensuring adherence to SLA
Execute service requests such as setting up NT/Outlook accounts as per the SLA
Process and send IT reports
Apr 2020 – July 2020
T-Mobile, (Wireless Network Operator)
Frisco TX
Service Desk Specialist II
Provide outstanding customer service.
Provide advice and training to users.
Maintain a problem and solutions log.
Emulate or reproduce technical problems encountered.
Triage, diagnose, escalate and resolve incidents.
Consult documents to implement solutions.
Translate customer-reported symptoms into technical terms.
Support and contribution to special projects as needed.
Contributions to Knowledge Management system.
Develop business and technical writing skills.
Sep 2019- Apr 2020
Tech Mahindra, (IT outsourcing company)
Plano TX
IT Analyst (BJC Healthcare project)
Record incident resolutions in the Service Desk tool (Service Now) based on user communication via phone, email, etc.
Active directory administration.
Ticket life cycle handling.
Respect SLAs with the customer
Co-ordination between customers, resolver groups and 3rd parties.
Incident handling and escalation management
Remote troubleshooting for: VDIs, Desktop machines, laptops, Notebooks, Printer Services: network printers.
Manage Service requests, software installations, new computer setups, upgrades, etc.
Support the following technologies: Microsoft Office products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
Oct 2011- Jul 2018
Rayhane Tours, (IT outsourcing company)
Algeria
IT Helpdesk
Assist employees with resolving their day to day issues both remotely and onsite.
Installing and configuring workstations, mobile devices and printers.
Troubleshooting Desktop and Laptop issues.
Software manual and remote installation using SCCM.
Comply with standard processes and procedures
Work with vendors for application support
Ability to interface effectively with teammates, customers and vendors to provide solutions and solve problems.
Thorough understanding of workstation TCP/IP configuration, DHCP addressing
Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
Strong knowledge of Microsoft based operating systems.
Maintains desktop hardware and peripherals inventory within the asset management system.
Monitors and resolves entry-level issues relating to systems, network, and security.
Sep 2005- Aug 2009
Cadastral Agency, (Ministry of Finance)
Algeria
Cadastral Engineer
Operates a PC based GIS workstation
Researches land records to determine record ownership
Interprets original survey notes for plotting parcel boundaries
Plots and checks center lines and right-of-way lines
Maintains accurate production and tracking files
Researches and maps subdivision boundaries that are required to locate State land parcels
Utilizes desktop GIS to plot
view and analyze cadastral data
Uses spreadsheet and database applications to generate reports
Designs and plots CAD and GIS generated maps, reports and other graphics for display.
EDUCATION
2000-2005: Bachelor degree / Cadastral Engineer, Centre National de Techniques Spatial – Arzew Algeria.
LANGUAGES
English/ French fluent written and spoken.
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