Technical Support End User

FAKROUDINE ALI AHAMED

Pondicherry – *** *** S. India

Tel : +91-999******* Email: **********.******@*****.*** www.linkedin.com/in/fakroudine-ali-ahamed-mouhamad-djardjis-89443768 Professional Summary:

Bilingual French End User Support Specialist with over 17 years of experience across diverse IT platforms, specializing in troubleshooting and resolving hardware, software, and network issues. Proven track record of delivering efficient and effective technical support, consistently achieving high levels of customer satisfaction. Adept at navigating dynamic environments, I excel in both independent and collaborative settings, leveraging strong multilingual communication skills to support diverse teams and users. Known for quickly mastering and implementing new technologies, I am committed to optimizing workflows, enhancing user experiences, and ensuring seamless business operations. My adaptability, technical expertise, and dedication to excellence make me a valuable asset in delivering top-tier IT support. EDUCATION

2009 – 2011 TamilNadu Open University- Chennai

M.B.A ( Information Technology )

2005 Novell Communication Technology, Pondicherry, India Master Diploma in Cell phone Technology

2000 – 2002 Madurai Kamaraj University, Madurai, India Master of Arts (History )

Language’s skills

Tamil Native

French Fluent

English Intermediate level

Award and Achievements

Oct 2014 Spot Award in ITC Info Tech – Bangalore

Apr 2017 Best Performance Award in CACIB - Singapore Aug 2017 Wipro Best Employee of the month award – Singapore Technical Expertise:

Control-M Batch Monitoring & Management

HPOMI Alert Monitoring

Application Deployment (Master Deploys & JavaDeploy) Control-M Batch Scripting and Management

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WORKING EXPERIENCE

2020 to 2024 End-User Infrastructure Support (French & English) Crédit Agricole Corporate and Investment Bank – Singapore (Adecco ) Provided Tier 2 support for secure remote access to critical applications and systems at Crédit Agricole Corporate and Investment Bank (Singapore). Managed user access on Citrix Presentation Server 4.5 and XenApp 7.15 environments, ensuring adherence to security policies and access controls. Monitored security alerts for potential threats and vulnerabilities, implementing timely resolutions to minimize attack surface.

Utilized Citrix XenServer and provisioning services to securely stream virtual desktop images (VHDs) for user access.

Conducted regular security incident analysis using Metis to identify recurring access control issues and categorize incident severity. Proposed and implemented both short-term and long-term solutions to mitigate access-related security risks, optimizing system performance and reducing potential attack vectors.

Translated key security documentation (procedures, flowcharts) between English and French to enhance security awareness across the multilingual organization.

Access Control: Implementing and enforcing secure access policies for sensitive systems.

Threat Monitoring: Proactively identifying and resolving potential security incidents.

Vulnerability Management: Mitigating security risks through effective incident analysis and solution implementation.

Security Awareness: Promoting a culture of security by translating critical documentation for a geographically diverse user base. 2017 - 2020 Securing Virtual Desktops for a Global Bank (French Support) Crédit Agricole Corporate and Investment Bank – Singapore (Pan Asia) Provided French language support as a Citrix and Virtual Desktop Infrastructure (VDI) consultant for Crédit Agricole Corporate and Investment Bank (Singapore).

Ensured secure and reliable access to critical applications through robust VDI management practices.

Utilized ServiceNow to streamline VDI support activities, optimizing incident resolution within the ITIL framework.

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Possessed exceptional skills in troubleshooting server and application issues impacting virtual desktops, minimizing disruptions for end users. Demonstrated strong customer service skills, fostering positive relationships with clients while mentoring and motivating Service Delivery teams. Effectively resolved complex technical problems under pressure, drawing upon strong analytical skills and a meticulous attention to detail. Maintained comprehensive documentation for VDI operations, ensuring knowledge transfer and facilitating future troubleshooting efforts. Tenable scans and vulnerability assessments .

VDI Security Management: Implementing best practices to ensure secure access to virtual desktops.

ITIL Service Management: Effectively utilizing ServiceNow for incident resolution within the ITIL framework.

Technical Troubleshooting: Expertly resolving server and application issues impacting VDI functionality.

Client Relationship Management: Building strong relationships with clients and fostering a collaborative environment.

Problem-Solving & Analysis: Effectively diagnosing and resolving complex technical issues in a fast-paced environment.

Technical Documentation: Maintaining accurate and comprehensive documentation for VDI operations.

2014 - 2016 ITC INFOTECH – Bangalore, India

Worked as a French Language IT Consultant grade IS2 for FAIRMONT-RAFFLES AND SWISS HOTELS AND RESORTS INT

Troubleshoot VIP Guest Internet using ( SUPERCLICK – IBHAN ) Reboot Access point in case of Wi-Fi network down via Portal Escalate and assign the ticket through HPSM Tool to the concern team. Create Distribution list – via Exchange Management Console . Create Shared Mailbox – OCS – MDM – FTA – Via Active Directory Create MIM – TAS – CRS – POS – PMS – BIRCH street using the FAIRMONT property tools for global employees.

High level of customer service and IT technical knowledge. 4

2011 - 2013 Sutherland Global Service Pvt Ltd, Chennai, India Worked as a- L2 - French Language Support Senior Consultant for BELL CANADA SMB ISP

( Tech Support for Canadian Small & Medium Business Customer). Monitor and Escalate the ticket to the concern department via TIM

( Remedy Tools ).

Worked on the Competitive Local Exchange Carrier ( CLEC ) with the guidelines of EGYPTIAN team.

Provide detailed feedback to team members on all the incident resolutions, ensuring full details are documented and entered Knowledge base Daily review and action of open cases; updating Operations Management on current cases and their status as appropriate.

2008 - 2011 Cybernet Slash Support Corp, Chennai, India. Worked as a – L2 - Enterprises French Technical Support Telecom Engineer for Alcatel - Lucent Applications. Omni Touch Unified Communications ICS 6,

Omni Fax Server OFS”,

Omni Touch 8660 Conferencing and Collaboration

Alcatel Configuration Tools for International Sales “ACTIS”. Business Integrated Communication Server “ BICS”.

Server installation / Configuration / Lab setup and Troubleshoot.

(Enterprises Tech Support for European Business Partner ). Need to simulate every issue in the LAB - set up LAB based on the business partner topology – do the simulation to find out the problem and provide the solution.

Certification Alcatel-Lucent Certified Field Expert in Omni Touch Unified Communication Advanced Cyber Security - Threats and Governance ( Great Learning ) Cyber Forensics ( Great Learning )

Types of Cyber Security ( Great Learning )

Nexthink Content Management

Nexthink Infinity Fundamentals

Troubleshooting with Nexthink

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