Fethi Beker

· Collaborate cross-functionally, develop solutions, increase productivity.

· Dedicated to learning quickly and working diligently, ensuring punctuality and a strong work ethic in all tasks.

· Committed to fostering collaboration, actively seeking opportunities to support team members and enhance group performance.

· Focused on achieving measurable outcomes through hard work, perseverance, and a proactive approach to problem-solving.

· Utilizing critical thinking skills to assess challenges, drive effective solutions, and contribute to continuous improvement.

· Passionate about professional growth, consistently demonstrating reliability and a willingness to adapt to new challenges.

· Enhance user support by resolving technical issues, ensuring satisfaction, and fostering long-term client relationships.

· Collaborate with teams to understand user needs, develop training materials, and empower users with effective technology solutions.

· Assist colleagues in navigating challenges, promoting a culture of teamwork, and contributing to a positive work environment.

· Streamline support workflows, track performance metrics, and achieve measurable improvements in response times and user satisfaction.

· Facilitate training sessions and enhance team skills, fostering a collaborative environment and driving team growth.

· Implement process improvements and streamline workflows, achieving measurable results in efficiency and team performance.

· Engage with stakeholders to strengthen relationships, ensuring clear communication and transparency in all interactions.

• 6+ years of professional work experience in the IT industry.
• Intermediate knowledge of Intune and Autopilot
• Expertise in Windows configurations and services
• Working knowledge of DNS, both internal and external
• Operational experience with physical and virtual networking
• Applied knowledge in cloud solution with AWS, Azure, or OCI
• Experience with virtualization, clustering, and high availability
• Active Directory experience with both on-premises and Azure AD.
• Practical understanding of M365 licensing, configuration, best practices, and feature set.
• Ability to troubleshoot VPN, internet connectivity losses, remote desktop, and peripherals, including printers, scanners, and monitors
• Expertise in, and capacity to troubleshoot, Microsoft Office software.
• Familiarity with administration of Office 365 and Exchange Online
• Proficiency in navigation and administration of Active Directory
• Working knowledge of Windows file shares (SMB/CIFS)
• Proven ability to review, understand, and implement SOPs and other written training
• Superior oral and written communication skills

• Document and resolve tickets via Service Now ticketing system with an average resolution of 13 tickets daily
• Manage accounts through tasks related to creating domains, onboarding, offboarding, and permissions
• Deploy system upgrades and integration activities in support of future systems
• Improve system hardware and software standards by regularly conducting system audits
• Ensure systems meet documented user requirements by developing and conducting tests
• Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes
• Use Wireshark and other platforms to monitor network traffic and analyze issues
• Configuring DHCP and DNS servers
• Deploying virtual desktops through Azure and VM

• Provided on-site and remote support to a Windows and Mac OS environment for multiple clients nationwide, earning 100% issue-resolution scores by providing excellent service to customers
• Effectively planned, installed, configured, and optimized IT infrastructures
• Took responsibility for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures
• Ensured systems met documented user requirements by developing and conducting tests
• Setup systems by optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols
• Managed VMWare vSphere environment, configured virtual machines, network settings and troubleshooting issues
• Deployed, configured, and troubleshooted Windows Server 2012, 2012 R2, 2016 2019
• Improved system hardware and software standards by regularly conducting system audits
• Acted as an escalation point from service desk technicians
• Trained end-users and admins on hardware and software systems and support their daily operations by troubleshooting technical issues including Office 365, hardware, and proprietary software, including escalated tickets
• Configured and maintained patch panels, and various analog, digital, and VoIP signaling systems
• Provided day to day support and management of Avaya and Cisco VoIP platforms
• Created, maintained, and updated documentation for client environments and procedures
• Implemented MDM solutions such as ManageEngine Endpoint Central and Jamf for MacOS devices
• Maintained a thorough working knowledge of the day-to-day operating environment, available tools, and client applications

• Provide friendly and efficient customer support via phone, email, and chat
• Identify and escalate priority issues to the appropriate department
• Resolve customer Concerns in a timely and professional manner
• Collaborate with other team members to improve customer satisfaction
• Stay up to data on product Knowledge to effectivity address work needs
• Follow company policies and procedures while delivering exceptional service