Karim Hermessi
Senior Technical Analyst - Desktop Support
ITIL
Desktop Services
System Administrator
Technical Support
Helpdesk
42 years old
Toronto (M6R 2H6) Canada (Ontario)
Professional Status
Unemployed
Open to opportunities
About Me
Over 8 years of experience in Information Technologies and IT Supports
Computer skills include: ITIL V3 certified, Active Directory, MS Servers and Exchange, Virtualization, Ricoh/HP Printer support, Polycom Video Conference, Avaya IP phones, Mobility support Apple Android Windows Mobiles, MS Office 2017 Office 365
Professional communication skills include fluency in English and French
Strong background in Desktop Support field and Hardware Computing
Proven skills in communication and interpersonal skills
Demonstrated ability to work as part of a team as well independently
Computer skills include: ITIL V3 certified, Active Directory, MS Servers and Exchange, Virtualization, Ricoh/HP Printer support, Polycom Video Conference, Avaya IP phones, Mobility support Apple Android Windows Mobiles, MS Office 2017 Office 365
Professional communication skills include fluency in English and French
Strong background in Desktop Support field and Hardware Computing
Proven skills in communication and interpersonal skills
Demonstrated ability to work as part of a team as well independently
Senior Desktop Support Engineer
FIS Global Business Solutions
January 2017
to July 2017
- Provide computer systems troubleshooting, support and training for end users.
- Provision, deploy and support end users machines and maintain up to date inventory.
- Review unauthorized and end of life software on end users machines.
- Provide timely and consistent support, acknowledging and recording all incidents and requests.
- Handle network and desktop setup for new employees/office moves.
- Wireless access, Video Conf. system and mobile Support as well as network administration (switching).
- Manage and support mobile phones (iPhone and Android) and Cisco IP phone for current and new users.
- Apply and maintain policies both technical and operational.
- Be the on-site contact for remote IT infrastructure support teams including Windows and Unix Servers, Networking, Security, Storage, Virtualization.
Product Support Specialist
Linedata Services, Tunisia
July 2016
to December 2016
- Provide technical and application support for Linedata's front product line: LongView Trading System.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and SQL database configurations.
- Responsible for first level production support for different client and users such Portfolio managers, Brokers and Traders.
- Interact with various level of financial institutions clients and big firm management from Central Europe, UK, US, Canada and Asia Pacific through written and verbal communications.
- Monitor service connectivity and market data feeds like the download and upload process.
- Supervise all steps during the life cycle of the trade electronically in today’s global marketplace.
- Audit connections between the Linedata Longview order management system FIX gateway and various counterparty FIX destinations.
Senior Technical Analyst - Desktop Support
Fidelity Worldwide Investment, Tunisia
January 2012
to December 2015
Full-time
Tunis
Tunisia
- Install, maintain, configure and administer desktop and peripheral devices.
Expertise in supporting and managing Mac computers OS X and PCs Microsoft Windows. - Deliver extra VIP desktop support for the yearly events and CEO meetings in other Fidelity offices: Continental Europe & UK (Frankfurt GER, Kirchberg LUX, Paris FRA, Cannon Street London, Kingswood and Oakhill).
- Assist with onboarding new users including the setting up: desktop, network settings, email, business phone, mobile phone, printer, and remote access.
- Maintain asset inventory of all computer equipment including PC's, Laptops, Wyse Thin client, monitors, phones, printers and software licenses.
- Review and monitor enterprise security systems; taking appropriate action and respond to alarms/alerts per Infrastructure Security policy and procedure (e.g., anti-virus, spam).
- Good working knowledge of software delivery packaging and distribution using SCCM12.
- Knowledge of Virtual Desktop Infrastructure implementations and excellent “hands on” working knowledge of VMware technologies vSphere and Citrix XenDesktop / XenApp.
- Strong knowledge of Microsoft Active Directory.
- Knowledge of IP Avaya phone system and associated concepts.
- Polycom Video conferencing support.
- Manage ticket queue, ServiceNow service management software following ITIL process.
- Ricoh and HP printer support along with Windows print server support.
- Experience supporting different mobility solution: Blackberry, Good for Enterprise and Good Dynamics environment.
- Strong knowledge of networking technologies and first level troubleshooting (DNS, VLANs, subnets, routing).
- Ability to manage and drive projects implementation.
- Basic understanding of electrical safety procedures.
- Experience in implementing a Disaster Recovery Site. Testing and coordination with the project manager and different IT departments.
- Providing training locally and across worldwide Fidelity offices.
Technical Team Leader - Dell Computers
Stream Global Services - Dell Computers
January 2009
to December 2011
Full-time
Tunis
Tunisia
- Expertise in Dell Desktop, Dell Laptop, Dell Printers.
- Coach and help my team members as Technical Lead in Dell Customer Support Canada.
- Log and monitor technical incident.
- Management reporting, including KPIs and stats.
- Coordinate between Dell services providers in a weekly basis.
- Deliver training to new recruits (product training, diagnosis and process).
- Identify low performers’, plan and deliver training and refresh session.
Award for the second quarter of 2014 from Desktop Services Team
Award for the first quarter of 2013 from Technology Team.
Masters Advanced technician certificate in Telecommunication
Higher Institute of Technological Studies in Communications of Tunis (ISET’COM)
February 2002
to February 2005
- Microsoft Windows and Mac OS
- Microsoft Exchange
- Microsoft Office 2007-2013
- SharePoint Infrastructure
- SCCM 2007 and 2012
- ITIL V3
- Virtual Desktop Infrastructure, WYSE Thin Client
- VMware and vSphere
- Citrix XenDesktop / XenApp
- Avaya IP phones
- Polycom VC Support
- Ricoh / HP Printers and Print Servers Support
- Blackberry, iPhone/iPad, android and Windows Mobile
- Disaster Recovery
- English: Read\Written and spoken fluently.
- French: Read\Written and spoken fluently.
- Arabic: Read\Written and spoken fluently.
