TAREK JELASSI
Gatineau,Québec
Summary
12 Years of experience working as an IT Support Technician for a majors Firms including both Onsite and Remote support with the proven ability to analyze, diagnose and resolve computer user support issues.
Overview
17
17
years of professional experience
Work History
IT Support Technician
Mare ALB (salins Group)
12.2020 - 04.2024
- VIP and Users support by phone, email, and MS Teams in frensh & english
- Active Directory administration: creation users accounts on differents domains
- Microsoft administration: management of groups and users
- Endpoint Management (phones, computers, printers, and tablets)
- Physical and remote intervention: troubleshooting, support, and advice
- Resolution of complex issues on workstations
- Active participation Projects: OS migration to Win 10, migration to Azure AD, PC enrollment (Microsoft Intune)
- VPN: Zscaler, FortiClient
- Basic SAP support
- Technical reference for local teams and helpdesk team
- Ticketing platform operation and fleet management (Jira).
EDI Technical Support
Tenor Data Solutions
05.2017 - 09.2020
- Platform monitoring: consult the monitoring tools to monitor the status of servers, troubleshooting/repair procedures and notify/alert the team in France
- Respond to inquiries from customers located around the world, by mail and phone in English and French
- Monitoring of incidents related to EDI standards via the EDI communication platform
- Use of EDI messages: correct and/or adjust data transfer parameters based on information brought to our attention by users or by EDI message control tools
- Diagnosis and analysis of EDI error messages
- Entering and tracking tickets
- Writing and updating of process.
Technical Support Professional
Everience TUNISIA
01.2013 - 04.2017
- support Veolia and SG Group users in France and different countries.
- Created user accounts and assigned permissions.
- Support user requests and incidents by phone or email.
- Identification of recurring problems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Remote troubleshooting for users, with control of their workstation (VNC).
- Service-Now ticket qualification.
- Participate in updating resolution procedures
Technical Support Assistant
N2SP
05.2011 - 01.2013
- Technical assistance by chat on behalf of Orange France
- Orange France customers support and technical troubleshooting for ADSL subscribers by chat
- Technical Environment: ADSL, VOIP, Mobile and TV
Telemarketing Consultant
Cortix S.A.
09.2007 - 05.2011
- Schudeling appointments for professionnels website creation
- Managing customer complaints service.
Education
College Diploma - It Management
Institute Moderne Formation
Tunis, Tunisia09.2020
College Diploma - International Business
Professional Training Center Gammarth
Tunis, Tunisia09.2007
High School Diploma - Economics & Management
Alaoui High School
Tunis, Tunisia06.2002
Skills
- Active Directory
- Microsoft Azure
- Microsoft Office365
- Operating System Support
- Customer Communication and Empathy
- Help Desk Support
- Customer Service
- Call Center Operations
- Windows 10
- Remote Desktop Support
Languages
Arabic
Native or Bilingual
French
Full Professional
English
Professional Working
Italian
Professional Working
Hobbies and Interests
- Football
- Fishing
Timeline
IT Support Technician
Mare ALB (salins Group)
12.2020 - 04.2024
EDI Technical Support
Tenor Data Solutions
05.2017 - 09.2020
Technical Support Professional
Everience TUNISIA
01.2013 - 04.2017
Technical Support Assistant
N2SP
05.2011 - 01.2013
Telemarketing Consultant
Cortix S.A.
09.2007 - 05.2011
College Diploma - It Management
Institute Moderne Formation
College Diploma - International Business
Professional Training Center Gammarth
High School Diploma - Economics & Management
Alaoui High School
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