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Karim Hermessi

Senior Technical Analyst - Desktop Support

ITIL
Desktop Services
System Administrator
Technical Support
Helpdesk
Home Experiences Education Skills
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Karim Hermessi
42 years old
Toronto (M6R 2H6) Canada (Ontario)
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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
Resume created on DoYouBuzz
Experiences
  • 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.
  • 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.
  • 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.
  • 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.
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Resume created on DoYouBuzz