Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Sidi Cherve

Sidi Cherve

Mauritania

Summary

Active directory management. • Day to day troubleshooting IT issues - LAN, WAN, Desktop, Printers, Wi-Fi, Mobile devices, Outlook and different applications. • Install, maintain, troubleshoot, and update operating systems, PCs and user applications. • Data backup and restoration • User Requests Management • Monitor network to ensure network functionality and availability to all system users. • Install, maintain, troubleshoot, and repair cabled, wireless and other network infrastructure. • Support existing/new server/s and administer access rights for all users. • Setup and support audio/visual equipment for presentations and trainings. • Ensure That All Tickets are Close with in SLA • Trainee every new user to know how can use the System Smoothly and Provide monthly reports regarding all issues pending / close /resolved /repeated tickets. • Analysis and reporting on operational progress and service delivery to management. • Vendor Management for technology procurements and SLA Management of vendor for their service delivery. • Weekly discussion with OSV team and various domain teams on SLA and performance management.

Overview

2
2
years of professional experience

Work history

support system

nationals bons
Dubai
06.2013 - 02.2015
  • Managed technical support page by creating FAQs and posting knowledge-based articles.
  • Wrote technical documents related to current products for publishing on support page.
  • Supported trials for new product development through maintaining communication between customers, sales and design.
  • Provided remote support for product functionality, maintenance and troubleshooting.
  • Assisted sales team with technical presentations and aftersales support.
  • Monitored and documented performance and up-time for company products.
  • Provided technical support throughout development phases of new products.
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
  • Configured and maintained internal lab servers, workstations and group policies for smooth operations.
  • Solved interruptions in machines and equipment through collaborations with internal and external third parties.
  • Recommended and implemented configuration changes and system additions to optimise performance.
  • Performed on-site beta testing for new systems to identify and resolve potential problems.
  • Researched and investigated client complaints to make recommendations and action plans.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Offered bespoke solutions to tackle security and performance issues.
  • Supported out-of-hours service by working unsociable hours on-call.
  • Leveraged available resources, knowledge and equipment to resolve customer requests.
  • Analysed complex technical information to develop clearly structured and easily transferable documentation.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Gave first-line support to customers within agreed Service Line Agreement (SLA).
  • Created assessment reports of equipment issues and resolutions using operational data.

Education

bachelor information technology -

al Jazeera university
Dubai/united Arab emirates

Skills

Resolve ITC issues related to desktop/laptop by visit/phone/remote desktop Hardware: -Replacement/upgradation/troubleshooting for laptop/desktop -OS installation/updating/troubleshooting and Standard software installation, Network and Mail configuration etc - Anti-virus installation/updating/troubleshooting of McAfee, Symantec etc - TCP/IP, WIFI and other basic network configuration - Local printer/scanner/all-in-one installation and configuration

Daily ticket updates on the ticketing tool using Ivanti IT Asset Management and asset auditing – Inventory update (Job Card ) Installing and upgrading system peripherals and softwires/applications and providing complete assistance for any technical queries Set up video conferencing device on request Asset management – Stocking, allocation or surrenders Supporting McAfee Antivirus Enterprise Edition Prepare laptop/desktop as per standard checklist for new joiners Coordinate with the domain teams like Server, Network, InfoSec etc Coordinate and log tickets with outsource vendors and OEMs for part replacement or technical support SCCM Management and Remote Sessions Marinating Network issue and VPN sessions Managing compliant and non- Compliance devices through Forescout Tool Managing VIP users and their escalations

Languages

Arabic
Native
English
Fluent

Timeline

support system

nationals bons
06.2013 - 02.2015

bachelor information technology -

al Jazeera university

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Sidi Cherve