Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Hassan Dassi

Ayer

Summary

Motivated and reliable IT operations engineer with strong organizational and technical as well as professional skills combined with best practices committed to providing a high-level experience to the end-user to achieve my principal goals :
🎯 Solve problems
🎯 Ensure customer satisfaction
🎯 keep learning and improving

Overview

9
9
years of professional experience
1
1
Certification

Work History

Systems Engineer

Continental Resources
12.2022 - Current


  • Proficient in configuring Webex, all Microsoft products, and VPN setups, offering expert helpdesk support for related concerns.
  • Manage AzureAD configurations, users, and groups, focusing on implementing strong global security measures.
  • Skilled in imaging processes, and experience with SAP system administration
  • Efficiently managing equipment and overseeing the onboarding and offboarding processes for a streamlined workflow.
  • Assisting on all escalated tickets from the help desk department, providing quick and effective solutions.
  • Creating clear and simple articles for the team, I address common issues and essential tasks. Whenever I encounter a common problem or basic task.
  • Project -Successfully wrapped up key projects, including the implementation of Microsoft Autopilot and the upgrade of the Asset Management Server....

SERVICE DESK ENGINEER

TECH NETWORKS OF BOSTON
07.2021 - 12.2022
  • Analyze, diagnose, and resolve hardware and software issues reported via phone, emails, tickets
  • Monitor tickets board Asses the requirements, ensure that all tickets are addressed as quickly as possible
  • Coordinate and escalate tickets to higher-level engineers as needed to ensure timely ticket resolution
  • Manage Active Directory and MS Exchange permissions (e.g., account creation, mailbox, DL and share drive permissions)
  • Troubleshoot computer desktop and laptop systems (Mac, Windows XP, 7, 8, 10, & Windows 11 Operating System
  • Troubleshooted network printers and phone systems
  • Resolve VPN issues (e.g., SonicWall, Cisco AnyConnect)
  • Act as first line of support for customers for AppRiver and Kaseya
  • Configure hardware and software for our clients' new hires (build machine, create accounts, grant permissions as needed …etc.)
  • Provide training for internal and external new hires
  • Image and deploy new systems for our clients (per client's needs)
  • Use remote software to solve and troubleshoot issues (Kasey -Log Me in)
  • Assist in addressing high priority tickets during Service Desk meetings
  • Use ticketing system (e.g., ConnectWise) to create and escalate tickets
  • Document new processes and maintain our service desk knowledge base articles
  • Participate in our On-Call support schedule
  • Follow up with clients to ensure customer satisfaction following our support engagement model.

BAKER & CUSTOMER SERVICE REP

WHOLEFOOD MARKETS
01.2021 - 07.2021
  • Processed customer orders recorded via phone and in person
  • Processed cash and credit transactions using an electronic cash register
  • Reviewed ingredients inventory and make sure kitchen items are properly stored
  • Provided customers quality service and assistance.

PICKER / WAREHOUSE CLERK

AMAZON
09.2019 - 12.2020
  • Scanned and processed items for placement in bins for packing and delivery
  • Identified and linked orders with the appropriate barcode
  • Ensured efficient order shipment through effective collaboration with team members.

IT MANAGER & SYSTEM ADMINISTRATOR

LA JOCONDE
08.2015 - 12.2019
  • Diagnosed and resolved hardware and software problems
  • Maintained and troubleshooted issues related to our school network
  • Coordinated with vendors and company personnel to facilitate purchases
  • Performed data backups, recovery operations, and imaging
  • Installed and maintained Anti-Virus protection (Kaspersky Center Administration) in students and staff machines
  • Installed and managed employee time clock system app
  • Performed data backup, recovery operations, and imaging
  • Managed Microsoft Exchange, VMware (Esxei)
  • Maintained camera and physical security systems
  • Manage the website and school management system.

Education

ESL English Course -

Baltimore Community College
Baltimore, MD
09.2019

Master's Degree in Computer Science -

University of Sciences and Technology
Settat, Morocco
07.2018

Bachelor's Degree in System Engineering and Networks and Security -

University of Sciences and Technology
Settat, Morocco
07.2016

Vocational Degree -

Specialized Institute of Applied Technology
Marrakesh, Morocco
06.2015

High school degree -

Ecole school
La source, Marrakesh
06.2012

Skills

  • Customer service
  • SharePoint
  • Field support
  • Helpdesk
  • Microsoft 365
  • Active Directory
  • Azure
  • Customer service
  • Networking
  • Ticketing system
  • G-Suite (Google workspace)

Websites

Certification

  • English Classes, Jewish Vocational Service, MA -2021
  • Certified Professional: CompTIA A+ Network+ and Security & Computer Networking Concepts. Baltimore Community College, Baltimore, MD
  • Diploma in French Language Studies, 2018 Specialized French Institute, Casablanca, Morocco
  • CCNA Network Fundamentals
  • Microsoft Certified Technology Specialist. Institute of Applied Technology, Marrakesh, Morocco

Timeline

Systems Engineer

Continental Resources
12.2022 - Current

SERVICE DESK ENGINEER

TECH NETWORKS OF BOSTON
07.2021 - 12.2022

BAKER & CUSTOMER SERVICE REP

WHOLEFOOD MARKETS
01.2021 - 07.2021

PICKER / WAREHOUSE CLERK

AMAZON
09.2019 - 12.2020

IT MANAGER & SYSTEM ADMINISTRATOR

LA JOCONDE
08.2015 - 12.2019

ESL English Course -

Baltimore Community College

Master's Degree in Computer Science -

University of Sciences and Technology

Bachelor's Degree in System Engineering and Networks and Security -

University of Sciences and Technology

Vocational Degree -

Specialized Institute of Applied Technology

High school degree -

Ecole school

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Hassan Dassi