Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic

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, Tunisia
09.2020

College Diploma - International Business

Professional Training Center Gammarth
Tunis, Tunisia
09.2007

High School Diploma - Economics & Management

Alaoui High School
Tunis, Tunisia
06.2002

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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TAREK JELASSI