Mohamed BENKENDIL

Skills: Processus ITIL · Assistance technique

In the context of the Production, Support and Steering of the Infrastructure, i represents IT Corporate on the site. I guarantee the daily quality of service, support and maintenance of the Information Systems used on the plants, i was liaison between Local Management and Central IT and also liaison between IT & OT day to day topics/issues, Resolve onsite IT issues with end-user equipment & peripherals Install, move, add & change activities in network & workplace Assist the network and system engineer for on site interventions.

Skills: Processus ITIL · Assistance technique

IT support departement Receiving calls and emails, first-line customer liaison : service desk agent, incident and request agent; Recording incidents and requests in the Service Management Tool. Logging all relevant incidents / service request details allocating categorization and priorization codes; Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them; Escalating incidents or services requests that cannot resolve / fulfil to other support agents in the same support group or to different support groups; Record and update information in knowledge database; Monitoring progress of incident resolution relative to the appropriate SLA; Keeping customers informed on incident status and progress; Managing the incident life-cycle, including closure and verification; Closing incidents and confirmation with the customer ITIL FOUNDATION V4 certified Don't hesitate to contact me, i am still seeking for new challenges

• In a manufacturing environement Escalate incidents; Incident ownership and communication throughout the lifecycle of the incident; Handle in policy and out of policy service requests • SAP unlock and password reset and acces management • Intervene at the user location or remotely • Execute IMACD tasks; Raise requests for authorisation of service requests •Problems solving with Microsoft OS (Windows 7 and 10) and mobile phone services

• Provide 1st and 2nd level support to local users and all over the world in English, French and by times Arabic via phone/mail • Manage the incident life-cycle; including resolving and verification • Analyze and solve IT problems • Install, configure and troubleshoot software • Install, configure and troubleshoot hardware • Prepare documentation and procedures • Assist the quality of service's improvement and training new users • remedy and Smart IT ticketing systems, SCCM, VPN smartcard, web applications

Nice place to work in main responsibility is to provide End-user Support for all technical and application related questions, creating tickets and documentation of orders, requests and IT issues, dispatching tickets to expert teams, Customer follow-up. good experience to practice my English in a professional context

Every working day I accompany users to overcome their computer hassles to back quick to work and providing them services with kindness. Every working day we give Help et harvest smiles, what else?

If you want to know about my invention in the renewable energy system, and know about the unseen part of the hydraulic energy, visit my website here: https://scorpio577.wixsite.com/aquarius-green-power Basically, the system works on two physics phenomenon discovered a long time ago in XVII and XVIII centuries by physicists. it 's about atmospheric pressure and the venturi effect (water under pressure through a venturi tube). the force of the atmospheric pressure is evidenced by the presence of the vacuum as was demonstrated by the Magdeburg experience, the venturi effect provides vacuum naturally and allows atmospheric pressure to act. This principle is used by this system to run a piston engine in implosion mode. Take a look at my patent below

2005 to October 2014 CHAMBER OF COMMERCE AND INDUSTRY OF LORRAINE Metz • creation of user accounts and their mailboxes • Installation and configuration of workstations and network printers • Troubleshooting hardware failures • Software support through a ticketing system • managing the IT Site of CCI Education which has three networks: administrative, educational and WIFI (24 spots) with a fleet of more than 600 workstations • 10 rooms IT and multimedia plus 20 rooms equipped with laptop, projectors and stereo speakers • Messaging Administrator Domino 6.5 / Notes and later Exchange Server 2010 / Outlook 2007) for 5 years at two sites and responsible for the migration from the first system to the second. • Responsible for IT Security: anti-spam, email archiving, antivirus and web filtering • former SharePoint 2007 administrator.

• Failure analysis of instrument clusters (vehicle dashboards) • Monitoring the quality system