Fakroudine ali ahamed Mouhamad Djardjis

Specialized in managing, maintaining, and securing enterprise-grade Citrix infrastructure for high-stakes banking environments.

Core Competencies
• Security Ops: Vulnerability Assessment, Threat Mitigation, Incident Escalation
• Compliance: EMEA Regulations.
• Infrastructure: Application & Infra Support, Patch Management, Network Security
• Collaboration: SOC Engineering, Computer Emergency Response Team (CERT), Cross-Functional Leadership.


• Security Ops: Vulnerability Assessment, Threat Mitigation, Incident Escalation
• Compliance: EMEA Regulations.
• Infrastructure: Application & Infra Support, Patch Management, Network Security
• Collaboration: SOC Engineering, Computer Emergency Response Team (CERT), Cross-Functional Leadership.

• Regulatory Compliance: Enforced infrastructure security controls aligned with strict EMEA regulatory frameworks.

• Access Governance: Partnered with Network Security to implement strict access management policies and threat mitigation protocols.

• Incident Response: Monitored environments for anomalies and directly escalated high-risk suspicious activities to the SOC and CISO.

• Crisis Patching: Spearheaded emergency patch management cycles to secure servers against Zero-Day exploits.
Application & Infrastructure Specialist | Crédit Agricole CIB - Singapore (10 Years)
• Infra Operations: Managed and optimized critical banking applications and core infrastructure systems.

• System Reliability: Ensured high availability and operational resilience for enterprise-level financial platforms.

• Data Loss Prevention (DLP): Deploying tools to detect and prevent unauthorized exfiltration of sensitive information.

• Manage daily operations of the Citrix infrastructure environment, ensuring system stability and performance.

• Troubleshoot complex technical issues and perform root cause analysis to prevent recurring incidents.

• Lead and mentor a team of Citrix administrators, improving service quality and operational efficiency.

• Collaborate with CERT / Data Security / SOC teams to ensure compliance with enterprise security policies.

• Optimize Citrix environments to enhance user performance and system reliability.

• Maintain operational documentation and technical procedures for infrastructure management.

• Contribute to continuous service improvement initiatives across IT support operations.

Providing support and managing client access on published applications and systems hosted in CITRIX Provisioning services 2203 - XenApp andXendesktop 7.15 LTSR for Credit Agricole Corporate Investment Bank, Singapore.
Managing alerts continuously and provide timely resolution to users, including utilization of CITRIX Xenserver and provisioning services console to stream VHD images to respective virtual machine.
Analyzing all incidents and resolution periodically to identify recurring issues and categorization of incident severity. Thereafter to propose suitable short- term and long-term solution for these issues and monitor improvements in incident recurrence, increase productivity and potentially reduce costs for company as a whole.
Translating key documentation, including technical procedures and process flow maps,

Delivered Tier-2 infrastructure and remote access support for global banking users in a secure and regulated IT
environment.

Key Responsibilities
Provided tech support for secure remote access and enterprise applications used by banking professionals.
Managed user access and security policies on Citrix Presentation Server 4.5 and XenApp 7.15.
Monitored infrastructure security alerts and proactively mitigated vulnerabilities using Nexus Tenebale scan.
Administered Citrix XenServer and virtual desktop provisioning services for remote users.
Conducted security incident analysis using METIS monitoring tools.
Implemented preventive measures to reduce risk exposure and improve system stability.
Translated IT security documentation between French and English to support international teams.

Working as a French language support Citrix and Virtual Desktop Infrastructure consultant on behalf of WIPRO for Credit Agricole Corporate Investment Bank, Singapore.
Perform BAU support, and managing Citrix Infrastructure. Excellent level of server and application troubleshooting skills with a strong background in customer service Excellent business communication and client interfacing skills, coupled with mentoring and motivating Service Delivery teams Proven problem-solving skills with an eye for details and the desire to problem solve Documentation skills Good problem solving and analytical skills

• Collaborate with CERT / Data Security / SOC teams to ensure compliance with enterprise security policies.

• Delivered bilingual support for Citrix VDI infrastructure used by international banking teams.
• Managed incidents and service requests using ServiceNow within the ITIL framework.
• Performed advanced troubleshooting of server, application, and VDI access issues.
• Conducted vulnerability assessments and Tenable security scans.
• Maintained comprehensive technical documentation for infrastructure operations.
• Mentored junior service desk engineers and improved knowledge-sharing practices.

• Resolved VIP guest internet connectivity issues using Superclick and IBHAN platforms.
• Managed incident tickets using HPSM service management tools.
• Administered enterprise accounts and distribution lists using Active Directory and Exchange.
• Configured enterprise applications including MIM, TAS, CRS, POS, PMS, and BirchStreet systems.
• Delivered high-quality IT support services to international hospitality clients.

Worked as a- L2 - French Language Support Senior Consultant for BELL CANADA SMB ISP ( Tech Support for Canadian Small & Medium Business Customer). Monitor and Escalate the ticket to the concern department via TIM ( Remedy Tools ). Worked on the Competitive Local Exchange Carrier ( CLEC ) with the guidelines of EGYPTIAN team. Provide detailed feedback to team members on all the incident resolutions, ensuring full details are documented and entered Knowledge base Daily review and action of open cases; updating Operations Management on current cases and their status as appropriate.

• Delivered L2 technical support for Canadian business customers.
• Managed incident escalation through TIM (Remedy) ticketing system.
• Worked with international teams on CLEC telecom infrastructure processes.
• Maintained knowledge base documentation for recurring issues.

Telecom Engineer for Alcatel - Lucent Applications. Omni Touch Unified Communications ICS 6, Omni Fax Server OFS, Omni Touch 8660 Conferencing and Collaboration Alcatel Configuration Tools for International Sales ACTIS. Business Integrated Communication Server BICS. Server installation / Configuration / Lab setup and Troubleshoot. (Enterprises Tech Support for European Business Partner ). Need to simulate every issue in the LAB - set up LAB based on the business partner topology - do the simulation to find out the problem and provide the solution.

Supported Alcatel-Lucent enterprise communication systems for European business clients.

Key Responsibilities
Provided technical support for OmniTouch Unified Communications platforms.
Performed server installation, configuration, and troubleshooting.
Reproduced customer issues through laboratory simulations to identify root causes.
Delivered solutions for telecom communication systems used by enterprise clients.

Worked as an acting CEO for real estate agency associated with 2 French companies: Ana SARL & Delta protection translator (Tamil - French) for the chairman; managing sales team and companys treasury, having created the overall communication campaign, and information for clients.

Worked as a Media Analyst