Chaimaa DIHAJ

Incident Management and End-User Support

• Provided technical support for VDIs and published applications (Office 365, Visual Studio, MS Teams, etc.), troubleshooting Citrix and VDA issues to minimize downtime and improve performance.
• Managed user profiles with FSLogix to ensure seamless logins and reduce profile-related incidents.

Citrix Administration and Application Management

• Managed Citrix infrastructure, including MCS and PVS servers, ensuring high availability and efficient desktop and application delivery.
• Updated and optimized Citrix components (VDA, StoreFront, Workspace, Optimizer) and maintained up-to-date PVS and MCS images for both workstations and servers.
• Configured Citrix policies via Group Policy Objects (GPO) to enforce consistent settings and optimize user experience.
• Published and maintained macros (.dot, .xls, .xlsm) and applications (.EXE) hosted on base servers or NAS storage through Citrix Studio.
• Upgraded and managed Ivanti User Workspace Manager components, including management consoles (MC, AC, EM) and client-side agents.

Virtualization Administration (VMware & Azure)

• Managed VMware virtual machines, including resource scaling (CPU/RAM/Disk), restorations, and troubleshooting of virtualization-related incidents.
• Automated VM creation in vCenter through PowerShell scripts.
• Managed Azure resources, including virtual machines, storage accounts, virtual networks, and NSG security rules to maintain secure cloud infrastructure.
• Monitored and optimized system performance, ensuring high availability and efficient resource utilization.

Deployment, Automation and Patching (SCCM & PowerShell)

• Created and deployed packages and collections in SCCM for software distribution (MSI/EXE).
• Developed PowerShell scripts using PowerShell App Deployment Toolkit to automate application deployments.
• Performed monthly server patching via SCCM to maintain compliance, security, and stability.

Security, Access and Compliance

• Administered Active Directory (AD) accounts, including account creation, deletion, and extensions, and managed GPOs for security and policy enforcement.
• Connected to servers using CyberArk PAM, ensuring secure privileged access and compliance during administrative and automation tasks.
• Submitted and tracked firewall requests to grant necessary access for applications and services, ensuring secure and controlled connectivity.

ITIL Process and Documentation

• Implemented infrastructure changes following ITIL change management best practices.
• Developed and maintained documentation for Citrix, virtualization, and automation processes to support knowledge transfer and operational efficiency.
• Provided stakeholders with regular updates on project progress, issues, and resolutions.
• Participated in Agile/Scrum team processes, attending sprint planning, stand-ups, and retrospectives to ensure timely delivery and continuous improvement.

• Conducted a preliminary study and developed requirements specifications for the implementation of a SOC.
• Analyzed and documented the components required to build a SOC, ensuring alignment with industry best practices.
• Researched, compared, and ranked various SIEM solutions (based on Gartner evaluations) to identify the most suitable platform.
• Modeled an incident response plan, defining workflows and escalation procedures for effective threat management.
• Implemented the IBM QRadar SIEM system in a virtual environment for hands-on testing and proof of concept.
• Collected and analyzed log files from Linux systems to simulate real-world security monitoring scenarios.
• Designed and tested incident triggers using correlation rules in QRadar to detect and respond to simulated security events.

• Conducted a needs assessment and developed detailed requirements specifications to ensure the application met business objectives.
• Performed conceptual study and modeling using UML to design the application architecture and workflows.
• Installed and configured the development environment (Eclipse IDE, WampServer) to support project implementation.
• Designed and developed a J2EE web application for sales tracking, implementing core functionalities based on the requirements.
• Conducted testing and validation of the application to ensure functionality, accuracy, and reliability.