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 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.
