Bilingual IT Support Analyst - May 2023 ‐ Now
Mobia Technology Innovations
- Troubleshooted end user technical issues and provided basic desktop support related to software applications, hardware assets, network elements, and telecommunications systems.
- Responded to incoming internal and external client inquiries and provided Tier 1 technical support via phone and email.
- Provided on‐site internal technical support up to Tier 2.
- Opened, monitored, and routed IT service tickets.
- Escalated support requests as needed to other members of the IT team.
- Administered Microsoft Active Directory, Windows desktop management, Microsoft Azure and Office
365 solutions.
- Worked with VMware and Hyper V.
- Worked with Autotask and ServiceNow ticketing systems, used Datto, Addaxes and Snip‐it.
- Administered Networking and Security appliances like FortiGate and Sophos Firewalls.
Bilingual ServiceDesk support ‐Part time‐ July 2023 – Nov 2023
CGI Canada
- First point of contact for customers seeking assistance and/or password resets.
- Worked with multiple internet‐based applications.
- Created and assigned tickets in our help‐desk tool.
- Escalated unresolved issues to the appropriate team members
- Human relations skills
- Worked as a team to adhere to and improve internal processes
- Participated in meetings and career progression
- Various duties, projects and responsibilities assigned relating to the role.
Bilingual Customer Service Specialist Jan 2023 – June 2023
Tangerine Bank
- Delivered friendly and professional service to clients through inbound, outbound and eService channels in a fast‐paced environment.
- Resolving Tier 1 web support, mobile app and login issues using ServiceNow Ticketing system.
- Engaged with clients by providing best‐in‐class support on their daily banking needs, and proactively recommend products that meet their financial needs.
- Educated clients on a wide range of financial products (e.g. Chequing/Savings accounts etc.) and on selfservice channels to enable Clients to serve themselves online.
- Derived first contact resolution while identifying barriers to excellent service and work towards eliminating them.
- Maintained an average of 50 calls per day with an 80% first call resolution ratio resolving login issues, password Reset, banking activities, walkthrough clients to set up accounts and profiles online.
IT Manager Jan 2018 ‐ Nov 2022
ANURB ‐National Urban Planning Agency
- Assigned daily duties to the IT staff and provided performance feedback.
- Provided tier 1 and tier 2 day‐to‐day support to about 30 end users daily, specifically related to end‐user computing devices (desktops, laptops) with over 80% satisfaction.
- Led a team of 8 engineers that developed a Geographical Information System for the Ministry of Housing.
- Design an intranet for employees to share and search for information housed in the database,
library, or archives.
- Defined, documented, and published all IT policies, procedures, and standards.
- Administered and supported all infrastructures like Windows Server, file/print servers, Active Directory and DNS services, routers and Security appliances like FortiGate and Sophos Firewalls.
- Researched and reviewed new software applications and made purchasing recommendations.
- Work with upper management on various projects as assigned (The deployment of the GIS system for the new towns of Ali Mendjeli, Ain Nehas, and Sidi Abdallah).
IT Support Analyst March 2015 – Jan 2018
ANURB ‐National Urban Planning Agency
- Provided tier 1 and tier 2 day‐to‐day support to about 30 end users daily, specifically related to end‐user computing devices (desktops, laptops) with over 80% satisfaction.
- Fully supported a wide range of IT products such as MS Office suite software, ESRI technology, personal productivity software, and network access and system utilities.
- Administrated DHCP, DNS, IIS, GIS databases, ArcGIS Server, and Portal for ArcGIS.
- Conducted numerous installs of the company's secure product on customers' machines and configured their network setup.
- Analyzed, documented, and escalated critical issues to appropriate support groups.
- Performed preventative maintenance and install updates, upgrades, and options.
- Created a new computer account on Active directory and disabled parting employee accounts.
- Troubleshooted network issues within the company.
- Documented all procedures carried out: installation, configuration, testing, and troubleshooting of desktop solutions.
IT Support Technician Oct 2014 – March 2015
CNERU ‐Center for studies and applied research in town planning
- Provided tier 1 day‐to‐day support to end users, specifically related to end‐user computing devices.
- Support a wide range of IT products such as MS Office suite software, personal productivity software, and network access and system utilities.
- Assist in the implementation of new hardware and software solutions within the company to improve workflow and customer service provision.
- Closed an average of 20 tickets daily.
- Upgraded over 200 computers from Windows 7 and 8 to Windows 10.
Sales‐ Customer Service June 2013 –Oct 2014
BoConcept
- Accountable for greeting new customers and finding them the proper sales or customer service assistance.
- Explicitly responded to 20+ customer calls per day, and follow‐up calls to customers as part of after‐ sales services.
- Resolved customers' complaints by identifying problems, taking appropriate corrective action, and increasing the client retention ratio by 50%.
- Developed a big list of repeat customers who would often bring in friends and family members as referrals.
