Nizar Thouabtia
Technical Support Engineer
Sofia
Summary
Technical Support :
Dynamic professional with 13 years of experience in advanced troubleshooting, technical training, and delivering professional services to partners. Proficient in Windows, Windows Server, Active Directory (AD), SQL, IP networks, Milestone XProtect, and BriefCam. Successfully managed IT services for thousands of users across Europe, conducted impactful training sessions, and evaluated new technologies to drive efficiency and innovation.
Key Skills & Achievements :
- Expertise in diagnosing and resolving complex technical issues efficiently.
- Proficient in creating clear, user-friendly guides for technical processes.
- Experienced in cross-functional collaboration to meet organizational goals.
- Demonstrated ability to thrive under pressure and deliver exceptional results.
- Recognized for creativity, strong communication, and teamwork.
Education
- Master's Degree in Information Technology and Communication (Final Project in Technical University of Sofia ).
- Bachelor's Degree in Applied Science and Technology from ISSAT Tunisia.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Technical Support Engineer
Milestone Systems
Sofia
07.2021 - Current
- Solving complex technical problems through advanced troubleshooting
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Proficient in creating easy-to-understand guides and articles for partners
- Provided professional services for partners.
- Skilled in Windows, Windows Server, Active Directory (AD), SQL, and IP networks
- Expertise in BriefCam, including its installation and integration with Xprotect
IT Operation L2
Ingram Micro
12.2015 - 07.2021
- IT operation L2, managing IT services for 13,000+ users across Europe
- Proficient in Active Directory, SCCM, and SQL Server
- Conducting training sessions for new hires and existing team member
- Participating in the evaluation of new products and technologies, especially those related to SQL, SCCM, and AD management
Technical Support Expert
NETGEAR
Sofia
01.2014 - 09.2015
- Provided Technical support and assistance to customers for Netgear products, ensuring their technical issues were resolved effectively and in a timely manner
- Conducted in-depth troubleshooting and diagnosis of technical issues, utilizing extensive knowledge of Netgear products and network configurations
- Assisted customers via various communication channels, including phone, email, and live chat, in a friendly and professional manner
- Training new support team members and assisting in the creation of support documentation
Microcontroller Programmer
STP
Sofia
03.2009 - 07.2013
- Program Microcontrollers PIC using PIC C to enable precise control and monitoring of electronic systems in power converters
- Design electronic cards using Protel DXP, ensuring robust PCB layouts and schematic designs that meet project requirements
- Collaborate with cross-functional teams to seamlessly integrate hardware components into converter systems, ensuring overall functionality and performance
Technical Support Professional
Stream
Tunis
09.2008 - 02.2009
- Offered technical support and assistance to customers facing issues with modems and routers, addressing connectivity problems, configuration, and troubleshooting
- Provided step-by-step guidance to customers on modem and router setup, ensuring efficient and secure network connections
- Maintained a high level of customer satisfaction by resolving issues in a timely and efficient manner
- Collaborated with cross-functional teams to escalate and resolve complex technical issues
Education
Bachelor of Science - Information Technology And Communication
Institute of Applied Science And Technology
Tunisia 05.2004 - 05.2008
Master of Science - Information Technology And Communication
Technical University Of Sofia
09.2021 - Current
Skills
Creativity
Ability to Work Under Pressure
Communication
Technical Training
undefinedTimeline
Master of Science - Information Technology And Communication
Technical University Of Sofia
09.2021 - Current
Technical Support Engineer
Milestone Systems
07.2021 - Current
IT Operation L2
Ingram Micro
12.2015 - 07.2021
Technical Support Expert
NETGEAR
01.2014 - 09.2015
Microcontroller Programmer
STP
03.2009 - 07.2013
Technical Support Professional
Stream
09.2008 - 02.2009
Bachelor of Science - Information Technology And Communication
Institute of Applied Science And Technology
05.2004 - 05.2008
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