NIMROD PELEDD
PERSONAL DETAILS
Nationality : British
Post Code : London, IG13QB
LinkedIn : uk.linkedin.com/in/nimrodpeledd
E-mail : Nimrod.peledd@gmail.com
Mobile : 07462 990764
Other : 0203 239 1360
EDUCATION & QUALIFICATIONS
2004
Full matriculation – chemistry as main
Izak Rabin High-school, Modiin, IL
2015
2015
2013
MTA: Windows Operating System Fundamentals
MTA: Database Administration Fundamentals
MS SQL DBA course
Microsoft centre, London, UK
Microsoft centre, Haifa, IL
Technion, Haifa, IL
PROFILE
A Technical Support Analyst / 3rd Line Support with over 6 years’ commercial experience in
supporting between 50-10000 internal and external end-users from entrance level to VIP personnel
within the private, Industrial and Military sectors. Specialises in installations and Troubleshooting
Microsoft operating systems and applications. Responsible for rewriting both regulations and SOPs for
1st, 2nd and 3rd level support staff.
Possesses strong problem solving skills and analytical approach, which ensure effective issue resolution
and timely delivery within SLAs. A collaborative team player with excellent written and verbal
communication skills, capable of building team and client relationships whilst liaising effectively across
the business. Experienced in supporting VIP users, possessing great understanding of the approach
required to meet the quality expectations of high profile clients.
Seeks contract work being immediately available for both interviews and starts for most locations
within London and the South East, having recently arrived from Israel.
TECHNICAL SKILL SUMMARY:
Operating systems:
Windows 10, 8.1, 7, XP, 2000, NT, 98, Linux Redhat, Ubuntu, Fedora,
Mint
Languages:
Java, JavaScript, HTML, VB
Databases:
MySQL and Microsoft SQL 2012
Network Connectivity:
TCP/IP, VPN, WAN, LAN
Software:
Microsoft Office 365, 2013, 2010, XP, 2007, 2002, Lync, AD, Exchange,
VMware, mobile iron, lotus notes, Bomgar, Citrix, Citrix Zenapp, Citrix
ZenClient, Citrix Zendesktop, Citrix GoToAssist, RSA end user console,
RSA management console, AVAYA Management Console, SMS remote
Hardware:
RSA, AVAYA, Printers, Desktop / Laptop Networking, Hardware Support,
Repair
Security:
Symantec Antivirus Corporate Edition, MacAfee Anti-Virus, Norton
Antivirus
REFERENCES AVAILABLE ON REQUEST; RECOMMENDATIONS AVAILABLE VIA LINKEDIN
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NIMROD PELEDD
EMPLOYMENT HISTORY
Aug 2013 – Jun 2014
Teva Pharmaceuticals, IL
Teva Pharmaceutical Industries Ltd is Israel’s oldest established pharmaceutical company that delivers
high quality of patient centric healthcare solutions.
Helpdesk Support Specialist / 1st, 2nd, 3rd Line Support
Hired to provide both software and hardware support as a part of a team of 4 including 3 other Helpdesk
Support Specialists. Liaised remotely with an offsite team of 50 technicians providing support to over
10,000 employees worldwide both regular global users and VIPs
Responsibilities:
 1st / 2nd / 3rd line support on onsite as part of a team of 4 technicians
 Installed, upgraded and supported both software and hardware for laptops, desktops, servers,
printers and mobile devices
 Installed, supported and troubleshot - RSA, Cisco VPN, VMware, RDP, Citrix, Avaya (VoIP), Lotus
notes, Mobile Iron
 Installed, supported and troubleshot anti-virus and other encryption software such as RSA
 Installed and supported all Microsoft aspects and products Office 2002-365, Lync, AD, Exchange
 Support for Android, IOS, Windows (98 - 8.1 and server 2003 - 2012, Linux Unubtu, Fedora, Mint,
Redhat
 Supported local sites with 600 personnel and over 1000 PCs, workstations and laptops onsite on a
face to face basis, as well as over 10,000 employees worldwide, using RDP, VMware, VPN, AD
and TeamViewer to remotely support them
 Upgraded the entire site PC formation to Windows 7 from Windows XP
Projects worked on are as follows:
1. Site network upgrade and port sort
The project was a result of a need to upgrade and rearrange the site’s network racks to ensure they
were ready to accept 200 more computers.
 Formulated a step by step plan for the project from start to finish
 Rearranged port locations at the labs, warehouses and offices to make sure all ports where connected
and worked properly on 1Gbit connections, both from the end user perspective, the site main
connection and the main site rack
 Implemented any changes that were a result of employee requests.
 Acted as a team leader on this project, managing a team of 1 – 5 infrastructure external employees
to create new wall ports, with the assistance of the main site infrastructure team for IP configuration
and setting
2. Site systems upgrade from Windows XP to Windows 7
Saved this challenged project which was upgrading the entire site PC formation which included over
500 stations from Windows XP or older to Windows 7.
 Worked individually on this project resolving issues, upgrading desktops, laptops and stations
 Managed to reduce the original timescales on the project by two weeks
Achievements:
 Consistently sept SLA to above 94% on calls, cases received and face to face users
 Finished upgrading the site PC formation a week before the deadline, which ensured there was no
hindrance to the sites regular workload for another incoming project.
 Effectively ensured time saving as well as decreased workload by rewriting and creating new and
ongoing SOP for the site’s IT management processes
Skills Snapshot: RSA, Cisco VPN, VMware, RDP, Citrix, Avaya (VoIP), Lotus notes, Mobile Iron,
Windows OS and server, Ubuntu, Fedora, Redhat, Server, Desktop, Laptop, Lync, Office, AD,
Exchange, Android, Ios, VIP, Printers, Mobile phones and tablets, LAN, WAN, WIFI, Polycom
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NIMROD PELEDD
Nov 2011 – Aug 2008
013 Netvision, IL
Israel’s oldest-established Internet Service Provider delivering services to both privately held
businesses and enterprise internet services including of IP, VOIP, Routing, DNS and end user hardware.
Technical Support Specialist
Employed for 1st and 2nd Line Support for ISP end users and advanced to 2nd line ISP and VOIP with 3rd
line responsibilities on the Linux system. Part of a team of around 20 people which included 12 1st Line
Support and 8 2nd Line Support.
Responsibilities:
 1st / 2nd line support for end users and some 3rd line desktop support
 Answered calls, emails and cases from end users during 24/7 shifts
 Provided support for routers of any manufacturer, network and internet issues as well as supported
VoIP systems such as AudioCodes, Vtech, Avaya, Softphone
 Installed and troubleshoot Norton anti-virus software
 Supported connectivity issues for both Windows OS and Linux such as Fedora, Ubuntu, Redhat,
Mint alongside support for external users using Bomgar, RDP and SCCM
 Mentored and coached new employees how to answer the phone, handle difficult clients, tricks for
the systems in use to save time and new data to make the work load more efficient
 Given highest support authority over Linux due to being most experienced in this area
Achievements:
 Kept all SLAs of 95%, which was above the average SLA of 70%
 Due to high quality of customer service skills, repeatedly assigned to deal with profitable but
challenging customers. This ensured repeat business and freed managers’ time to focus on other
tasks.
Skills Snapshot: Windows OS, Linux, Mac OSX, RDP, LAN, WAN, WIFI, Bomgar, RDP, SCCM,
VoIP, AVAYA, Softphone, Anti-Virus, DNS, VPN, Port forwarding, Mobile phones and tablets,
Laptops, Desktops, routers, ADSL, PPTP and cable modems, Switches of any manufacturer,
AudioCodes, Vtech
Jun 2009 – Jul 2009
Maccabiah Games, IL
Accommodation and events management and sports media company covering the Jewish Olympics
hosting both yearly and 4 yearly events.
IT Support Generalist / Technician
Employed to work independently and provide electronic maintenance along with support responsibilities
Responsibilities:
 Technical support for athletes and judges both at the events and outside of them
 Worked with different systems and tools such as Windows 7, Linux Ubuntu, Mac with OSX
 Supplied athletes with assistance connecting to Wifi and LAN network
 Data entry of competitors scores into the system at the events
Achievement:
 Successfully completed all assignments set on time despite tight deadlines and challenging
workload
Skills Snapshot: Windows 7, Linux, Mac OSX, RDP, LAN, WAN, WIFI
EARLIER CAREER HISTORY
Dec 2005 – Oct 2008
Israel Defence Forces, IL
Computer and IS officer
Worked within the Israeli army as an Information Security and Computer Officer in charge of
maintaining the base electronic hardware, software and peripherals. In command of 2-3 soldiers
managed the units’ computer resources which were over 100 work-stations, hardware, information
security, software, upgrade and general operation. Got the base information security rating over 97%.
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