Leila Harichane

(US Citizen)

Dallas TX, *****

: +1-469-***-****

: adw0mw@r.postjobfree.com

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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