Nicolas Karam

• Managed daily IT support across reception, ski fitting room, and training zones in a high-traffic hospitality environment. • Supervised 20 instructors and 15 ushers; coordinated schedules, shift planning, and staffing logistics. • Designed and launched a custom digital scheduling tool, streamlining operations between departments and improving staff utilization by 40%. • Delivered real-time technical support for hardware, Wi-Fi, and printer systems, minimizing downtime during peak hours. • Collaborated with reception to resolve booking conflicts and system discrepancies affecting service delivery. • Created internal SOPs and user manuals to standardize operations across all client-facing roles.

• Resolved 20+ daily IT support tickets via phone, email, and internal system with over 90% first-call resolution rate. • Installed and configured desktops/laptops, executed OS imaging, and maintained hardware inventory. • Supported Active Directory functions including user onboarding, password resets, access rights, and group policy adjustments under senior admin supervision. • Provided remote support to 250+ employees across 3 locations using RDP, Remote Assistance, AnyDesk, and teamViewer. • Handled software installations and assisted with Microsoft 365, Outlook, and Exchange troubleshooting. • Conducted daily server backup operations using tape systems and ensured data integrity. • Liaised with vendors for software rollouts, license management, and endpoint security updates. • Authored technical documentation and updated internal support guides for knowledge continuity.