Firdaws Dahmani
Malden
Overview
9
9
years of professional experience
Work History
Manager of IT Asset Management and Exec Support
Year Up United
Boston
01.2023 - 01.2026
- Lead the IT asset management program and team, ensuring all hardware assets, including laptops, desktops, and peripherals, are effectively managed throughout their lifecycle from
from procurement to disposal. - Develop and maintain relationships with third-party vendors and suppliers to negotiate
favorable terms for procuring high-quality IT equipment and services.
- Implement and oversee asset management systems and processes to track and report on assets
allocation, utilization, and inventory levels.
- Coordinate with the IT infrastructure team to configure and deploy IT assets in alignment with
organizational requirements and best practices.
- Establish and enforce policies and procedures for effective asset management and control,
ensuring compliance with relevant regulations and standards.
- Lead, mentor, and develop a team of IT professionals responsible for asset management and executives technical support, fostering a culture of excellence and continuous improvement.
- Develop and maintain a knowledge base of technical support solutions for the executive team
members to ensure quick resolution of recurring issues.
- Stay abreast of the latest technology trends and innovations to recommend updates and
improvements to the organization's IT infrastructure and assets.
- Collaborate with the IT security team to ensure all deployed assets comply with security policies
and standards, minimizing risks and vulnerabilities.
- Lead, mentor, and develop a team of IT professionals responsible for asset management and
executive technical support, fostering a culture of excellence and continuous improvement.
IT Support and Services Lead
Year Up
Boston
01.2020 - 01.2023
- Supervised daily IT client services operations at Year Up, monitoring and triaging IT help requests to ensure timely resolution.
- Ensure the team is adhering to established Service Level Agreements and goals.
- Provide mentoring, support, and training to team members as needed. Empower team members to take responsibility for their tasks and goals. Delegate responsibility and provide regular feedback.
- Conducted team meetings to share best practices and ongoing expectations, communicating essential organizational information through various channels.
- Provide excellent customer support to all staff and student in the support of all applications (desktop and enterprise), computers, monitors, printers, phones, and other peripheral devices for Year Up sites
- Assist in managing all activities and content as it relates to the Zendesk IT Help Center self-service web portal and knowledge base.
- Take ownership of the new hire onboarding process and procedures as they relate to the IT Client Services responsibilities. Adhere to published turnaround times and expectations.
- Led hardware team in collaboration with procurement and AV staff on upgrades and logistics, ensuring proper equipment stock levels were maintained.
- Diagnose and repair network issues as required, including Ethernet and WiFi
- Troubleshoot, upgrade and repair desktops and Macs and notebooks hardware
- Install, troubleshoot, and maintain a wide variety of software applications
- Interact with senior management and technical people at a variety of levels as well as address technical issues with both technical and non-technical staff
- Manage and configure Mime-Cast policies e.g. White/Blacklisting domain and IP addresses
- Produce concise and detailed documentation on proper policies, procedures, and best practices.
IT Support Services Specialist I
Year Up
Boston
03.2019 - 01.2020
- Provided exceptional customer support to students and staff within the organization.
- Facilitated onboarding processes for new staff and interns in support services.
- Resolved escalated customer service issues in a timely manner.
- Coordinated with vendors for repair services when necessary.
- Maintained inventory of hardware equipment and supplies used by Support Services Specialists.
- Tracked all inquiries received from customers using a ticketing system for follow-up purposes.
IT Services and Support Specialist
Year Up
Boston
04.2018 - 03.2019
- Provided technical support to students in career readiness programs.
- Assisted in troubleshooting software and hardware issues for users.
- Collaborated with team members to enhance student experiences and outcomes.
- Provided technical support to customers via phone and email.
- Troubleshot hardware and software problems on Windows and Mac OS platforms.
IT Help Desk & Desktop Support Intern
LogMeIn
Boston
07.2017 - 01.2018
- Troubleshot and resolved 300 technological issues weekly, enhancing user satisfaction and minimizing downtime
- Logged, tracked, and resolved tickets in person, over the phone, and via Samanage Ticketing System to ensure timely support for users
- Managed and sorted inventory for all IT equipment using EZOfficeInventory, maintaining accurate asset records
Education
Certificate of Technical Studies - Information Technology
Year Up United
Boston, MA01-2018
Associate Degree in Economics - Economics
Polydisciplinary Faculty of Safi
Safi, Morocco07-2015
Skills
- Client support services
- Documentation expertise
- Deployment of software systems
- Okta and Office 365 proficiency
- Team leadership
- Smartsheet and SolarWinds utilization
- Box and Splashtop management
- Asset oversight
- Negotiation with vendors
- IT project coordination
Languages
- English
- French
- Arabic
Recognition And Certification
Leadership & Management Skills for Women, Skill Path, Boston, MA, 11/19
ITIL certification
Timeline
Manager of IT Asset Management and Exec Support
Year Up United
01.2023 - 01.2026
IT Support and Services Lead
Year Up
01.2020 - 01.2023
IT Support Services Specialist I
Year Up
03.2019 - 01.2020
IT Services and Support Specialist
Year Up
04.2018 - 03.2019
IT Help Desk & Desktop Support Intern
LogMeIn
07.2017 - 01.2018
Certificate of Technical Studies - Information Technology
Year Up United
Associate Degree in Economics - Economics
Polydisciplinary Faculty of Safi