Firdaws Dahmani
Year Up United
Malden,MA
Work Preference
Location Preference
Remote
Minimum Desired Compensation
$100000/yr
Important To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsWork from home option
1
Certification
7
Years of experience
I am a results oriented IT Support and Asset Management specialist with extensive experience in team leadership and vendor management. Proficient in overseeing hardware lifecycles and optimizing helpdesk workflows to ensure efficient and effective operations. Committed to delivering high quality support to senior leadership while driving operational excellence, continuous process improvement, and fostering a culture of professional development and learning.
Work History
Manager of IT Asset Management
2 Years- managed asset management program and team overseeing hardware assets including laptops desktops and peripherals across lifecycle stages from procurement through disposal.
- streamlined asset management systems and processes overseeing tracking and reporting for asset allocation, utilization, and inventory levels.
- Established and enforced policies and procedures for effective asset management and control to support compliance with relevant regulations and standards.
- Developed and maintained third-party vendor and supplier relationships while negotiating procurement terms for high-quality IT equipment and services.
- partner with information security team to ensure deployed assets align with security policies and standards while reducing risks and vulnerabilities.
- provided executive technical support delivering immediate solutions for hardware, software, and network issues for leadership team members.
- Lead mentor role overseeing asset management and executive technical support, fostering culture of excellence and continuous improvement.
Helpdesk Manager (Associate Director)
1 Year 4 Months- Supervised helpdesk technicians and tech support specialists to ensure reliable service delivery.
- Coached technical staff to accelerate ticket resolution times and consistently meet performance SLAs.
- Mentored team members to enhance technical troubleshooting capabilities and customer service standards.
- Provided dedicated executive support for senior leadership, resolving high-priority technical issues.
- Managed core hardware inventory, including laptops, desktop workstations, and replacement components.
- Tracked equipment through the complete lifecycle from procurement through end-of-life retirement.
- Implemented tracking software to enhance visibility of device utilization, deployment status, and secure storage.
- Established strategic relationships with key third-party technology suppliers and vendors to support organizational needs.
- Negotiated pricing terms to ensure high-quality hardware acquisition aligned with budgetary constraints.
- Administered branch network architecture and phone systems to guarantee seamless online availability.
- Maintained business-critical software applications to prevent service interruptions for staff and students.
IT Support and Services Lead
3 Years 8 Months- Supervised day-to-day IT client services, monitoring, triaging, and delegating help desk requests to ensure strict SLA adherence.
- Served as primary point of contact for staff inquiries and senior leadership, resolving escalated technical issues efficiently.
- Managed IT self-service portal content and knowledge-base articles within Zendesk to streamline ticket resolution.
- Owned the IT onboarding workflow for new hires, consistently delivering user accounts and hardware within targeted turnaround times.
- Led the hardware procurement and AV teams on infrastructure upgrades, logistics, and inventory management.
- Provided mentoring, training, and regular performance feedback to empower team members and foster professional growth.
- Authored concise technical documentation, standard operating procedures (SOPs), and best-practice guides.
Education
Certificate of Technical Studies - Information Technology
Associate Degree - Economics
Skills
Process optimization
IT asset oversight
Asset tracking
Deployment of software
Vendor management
Service management
Project coordination
Team management
Stakeholder engagement
Asset tracking
Service desk operations
Certification
- ITIL Foundation
LANGUAGES
English, Arabic, French
Accomplishments
- IT Champion Recognition
- Leadership and Management Skills for Women
Timeline
Manager of IT Asset Management
Year Up United
01.2024 - 01.2026Read More
Helpdesk Manager (Associate Director)
Year Up United
09.2022 - 01.2024Read More
IT Support and Services Lead
Year Up United
01.2019 - 09.2022Read More
Year Up United
Certificate of Technical Studies from Information Technology
Read More
Cadi Ayyad University
Associate Degree from Economics
Read More