Sofiane Debih
Summary
Results-driven IT expert who is highly motivated with more than eight years of experience helping users, analyzing security vulnerabilities, and managing systems. Proven ability to solve complicated technical issues, handle escalated support requests and ensure quick resolution. Vast knowledge on Microsoft Windows 10/11, Active Directory, SCCM and security best practices. Great communicator and team player who is dedicated to providing excellent customer service.
Overview
10
10
years of professional experience
Work History
Senior Information Technology Specialist (Level 3)
Lightspeed Commerce Inc
04.2024 - Current
- Provide expert-level technical support for complex hardware, software, voice & data and network issues.
- Participate in IT projects, including system upgrades & migrations.
- Manage escalated support requests in a ticketing system, ensuring timely resolution and documentation.
- Subject matter expert of all IT compliance requirements and responsibilities.
- Maintain and update the organization's IT knowledge base.
- Develop and implement IT policies, procedures, and best practices.
- Evaluate and recommend IT solutions to improve efficiency and security.
- Use excellent communication skills to interact clearly and confidently with business stakeholders
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Senior IT Support Analyst (Level 3)
Wb Games Montreal
01.2023 - 04.2024
- Analyzed and remediated security vulnerabilities in workstations, ensuring adherence to security protocols.
- Utilized SCCM for software packaging, deployment, and patch management.
- Maintained a secure environment by managing Active Directory.
- Provided end-user support for desktops, troubleshooting and resolving hardware and software issues.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Monitored support incidents and worked with support staff to prioritize and resolve issues.
Application Support Analyst
Canadian National Railway
07.2018 - 07.2021
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Remediated SCCM application deployment issues of custom business applications
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Built quality assurance reports of remote support desk
- Built Audit reports to ensure SOX compliancy.
IT Operations Analyst
CAE Inc
11.2017 - 07.2018
- Identified opportunities for process improvements using performance metrics analysis, leading to increased operational efficiency.
- Promoted adoption of best practices within the team by providing training sessions on new tools, technologies, and methodologies relevant to IT operations analysis.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Strengthened network security by conducting regular vulnerability assessments and recommending appropriate remediation measures.
- Facilitated smooth migrations to cloud-based solutions by analyzing current systems, creating migration plans, and overseeing data transfer processes.
- Maximized infrastructure efficiency with the implementation of virtualization technologies for server consolidation.
- Maintained up-to-date knowledge of industry trends and emerging technologies to inform strategic decision-making within the organization.
- Managed inventory of IT assets, ensuring regular updates to asset tracking systems and adhering to organizational policies for disposal or replacement.
Level 1 Helpdesk Agent
CGI
05.2017 - 11.2017
- Streamlined processes for faster ticket resolution, implementing best practices across the department.
- Contributed to team success by sharing expertise and assisting in training new helpdesk agents.
- Increased first-call resolution rate through effective problem-solving and clear communication skills.
- Enhanced team productivity by providing timely assistance to colleagues with technical inquiries.
- Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.
- Managed user accounts, granting necessary permissions while maintaining strict security protocols.
- Exceeded response time targets by quickly addressing incoming helpdesk tickets and phone calls.
- Reduced ticket backlog by prioritizing tasks and managing workload effectively.
- Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.
Service Desk Agent
Canadian National Railway
10.2016 - 05.2017
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
- Engaged in user support interactions via telephone, chat and email platforms.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Delivered insightful reports on Service Desk performance metrics to inform management decisions regarding staffing levels or additional training needs.
- Trained new hires, ensuring a smooth transition into the team and improving overall performance.
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
- Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
IT Technician Intern
Tennis Canada
05.2016 - 08.2016
- Conducted thorough system diagnostics, identifying root causes of problems for prompt resolution.
- Supported the rollout of new applications by collaborating with developers to test functionality prior to deployment.
- Ensured Technical support on-site and remote.
- Ensured support for all issues related to Network access, printers, VoIp phones and Active directory issues.
- Installed cat5 and cat6 as well as fiber lines around the IGA Stadium.
- Installed Cisco access point around the Stadium.
- Ensured the 365 migration of all outlook mailboxes.
Network Administrator Intern
UAP Inc.
11.2014 - 12.2014
- Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
- Enhanced network performance by monitoring system availability and troubleshooting issues.
- Provided technical support to end-users, resolving connectivity issues promptly and effectively.
- Managed user accounts and access permissions, maintaining a secure environment within the organization.
- Worked closely with network support team for operational support, tasks, and projects.
- Collaborated with IT team to design, install, and maintain network infrastructure for smooth operations.
Education
Techniques - Techniques De L'informatique – Profil Réseautique
Collège Rosemont
Montreal, CanadaDEP - Lancement D'entreprise
Centre De Formation Professionelle Des Riverains
Repentigny, CanadaDEP - Soutien Informatique
Centre De Formation Professionelle Des Riverains
Repentigny, CanadaDEP - Infographie 2d
Centre De Formation Professionelle Des Riverains
Repentigny, CanadaHigh School Diploma -
LEPISC
Repentigny, CanadaSkills
- IT Compliance
- ITIL methodologies
- Microsoft Endpoint Control Management
- Technical Support
- Security Protocols
- IT Infrastructure
- System Administration
- Scripting
- SCCM
- Intune
- Excel
- Power bi
Timeline
Senior Information Technology Specialist (Level 3)
Lightspeed Commerce Inc
04.2024 - Current
Senior IT Support Analyst (Level 3)
Wb Games Montreal
01.2023 - 04.2024
Application Support Analyst
Canadian National Railway
07.2018 - 07.2021
IT Operations Analyst
CAE Inc
11.2017 - 07.2018
Level 1 Helpdesk Agent
CGI
05.2017 - 11.2017
Service Desk Agent
Canadian National Railway
10.2016 - 05.2017
IT Technician Intern
Tennis Canada
05.2016 - 08.2016
Network Administrator Intern
UAP Inc.
11.2014 - 12.2014
Techniques - Techniques De L'informatique – Profil Réseautique
Collège Rosemont
DEP - Lancement D'entreprise
Centre De Formation Professionelle Des Riverains
DEP - Soutien Informatique
Centre De Formation Professionelle Des Riverains
DEP - Infographie 2d
Centre De Formation Professionelle Des Riverains
High School Diploma -
LEPISC
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