Technical Support Computer Science
Resume:
Fowzi Herzi
Toronto, Canada
*****.*****@*****.***
Personal Profile:
Experienced in broad IT field who works exceptionally well in a challenging and demanding environment. Over 23 years on hand experience in IT Network Administration, Bilingual Technical Support, SAP-ABAP module, Baan/ERP Support on UNIX, System configuration, WAN/LAN implementation, troubleshooting and consulting experience on Microsoft and Cisco technology. Able to adapt and incorporate new skills in order to produce optimal learning environments.. Fully bilingual (French, Italian) Education:
CCNP and CCVP CSCO ID NO 11249843
Cisco certificates
University of Phoenix, Arizona, USA Sept 2004 - March 2006 MSc (Hon) of Science in Computer Information Systems York University, Toronto, Canada Sept 1993 - Jun 1997 BSc (Hon) in Computer Science
Employment History:
Rogers Wireless Jan 2014-Present
Position: Bilingual Technical Support/Data reporting
• Provided technical support to Rogers wireless customers across Canada.
• Installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• replacing parts as required;
• providing support, including procedural documentation and relevant reports;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• setting up new users' accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open cases at one time;
• rapidly establishing a good working relationship with customers and other professionals, such as software developers;
• testing and evaluating new technology;
• Conducting electrical safety checks on computer equipment. Jazan University, KSA Dec 2010- June 2014
Position: Computer Science Lecturer
• Taught a Database design, and implementations in Oracle, MSQL, SAP-ABAP environments.
• Taught computer architecture
• Taught SAP-Finance and CRM and EDI.
Jazan Economic City-Polytechnic College, Jazan, KSA Sept 2008 – Nov 2010 Position: Computer Science Lecturer
• Taught wired and wireless networking and its applications in a real world.
• Taught data communication and networking concepts
• Developed group studies that were appropriate for students' based on their abilities, interests.
• Taught data modelling-ERWIN, MS suites and computer business architecture. Weston Bakeries Inc, Toronto, Canada Sept 2007– Aug 2008 Position: Bilingual IT Analyst- Baan/ERP Application Support Analyst
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• Provided second level of Bilingual Baan/ER Application Support to 700 internal users across Canada.
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, and topology)
• Provided technical support to resolve user’s call into ticket tracking system
• Provided support for the wireless data collection environment project support, documentation, Baan, UNIX (AIX), AS 400 (RMS)- Support Cognos (Financial reporting systems)via Citrix to all national clients
• Provided Baan Tools Administration – Creation of Packages, Package Combinations, VRC’s, Companies, User Management, Device Management, Patch Management, Customization Management, DEM, User Authorizations, Auditing, Archiving, etc.
• Performed patch analysis and installation. Monitor and setup batch jobs, Troubleshoot and perform traces of session processing
• Supported Baan Tools Development – Menu Creation, Customizations, etc.
• Knowledge of Active Directory, CRM solutions and EDI. Experience with database,
• Microsoft SQL server.
Siemens Business Services- EMC, Toronto, Canada June 2006 – Aug 2007 Position: Bilingual Network Support Engineer
• Provided second level technical support on SAN’s (Storage Area Network) and associated layered applications using telephone or Email.
• Provided technical support and troubleshooting on CLARIION Storage Arrays utilizing analytical skills dialing into arrays, knowledge based technical documentation, dispatching cases to Customer Engineers onsite for parts replacement
• Provided level two technical support on SAMS( Surveillance Analysis & Management Solution )
UNDP -APEC Project, Kinshasa, Congo, RD C, May 2004 – May 2006 Position: Systems Analyst/ Electoral Officer
• Provided technical processing solutions for electoral application coding in C#
• Developed financial tracking application in C# with an Oracle back end database engine
• Provided technical support/configuration/ installation on both hardware and software to all warehouse PC’s in stock before shipping to the desired destination.
• Installed and configured Lotus Notes to UNDP email server
• Wrote a user guide specifications for non-technical users
• Trained national programmers to take over the application Active Intelligence Inc, Mississauga, Canada Aug 2002 – April 2004 Position: IT consultant
• Supported the development of technical solutions to the goals of the project by developing the standards to support the implementation
• Analysed, designed, and prepared program specifications to support a broad range of business systems requirements and technical specifications.
• Migrated the entire Sybase database legacy into Oracle using SQL loader tool
• Travelled to France and Italy to design customized RETEK solutions for two clients: FNAC in France and DESPAR in Italy
Rogers AT&T Wireless, Toronto, Canada Sept 1992 – July 2002 Position: Bilingual Help Desk Specialist
• Provided technical support to resolve user’s call logged in REMEDY
• Provided telephone and email based pre and post-sales technical support for software products
• Ensured installation /updating latest Antivirus on all desktops and handled security incident related to corporate IT infrastructure
• Successfully handled Hardware/Software installation on all the corporate PC’s, also in charged desktop settings for PC health check(Icons, Wall Papers, screen saver, Antivirus and updated)
• Handled creation/ deletion NT, Email ID’s for staff an outsource
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
Additional information:
• Travelled extensively across Europe, Middle East and Africa
• Committed to help IT companies’ business needs in today’s job market Key Skills:
Combining more than 23 years of IT experience with a proven record for performing network Engineer, System Administration, IT consultant, Systems Analyst, Bilingual Technical Support, Network Security and Compliance functions in multiple business environments including healthcare/insurance, Banking energy, Food Industry, telecommunications, and International bodies like United Nations
Expertise includes LAN, WAN, Security, Wireless, Cabling, Cisco routers, switches, firewalls, network monitoring systems, Incident Management and project management. Recognized for technical, professional, mentoring and problem solving skills. Reference:
Available on request
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