Karl Merhi

Oversees IT infrastructure for employees, maintaining network uptime to support seamless operations for on-site and office teams. Delivers frontline technical support, resolving hardware, software, and network issues, and strengthens cybersecurity protocols through firewall/VPN management and staff training.

Investigated potential fraud in banking transactions across multiple channels in both English and French. Analyzed customer profiles and transaction patterns to identify suspicious activities, and communicated effectively with clients and internal stakeholders regarding fraud concerns.

Developed web-based financial products using Angular, React, Java, and Node.js. Maintained and enhanced the team's ticket tracking web application, providing a bilingual user interface, and collaborated effectively using BitBucket, JIRA, and Confluence for project documentation.

Supported anti-money laundering initiatives in a bilingual financial institution. Identified and resolved critical database errors using SQL, Oracle Toad, and DBeaver, and collaborated with cross-functional teams to gather requirements and integrate QA perspectives.

Provided first-tier technical support in both English and French, resolving most issues without escalation. Expertly utilized ServiceDesk CRM to track, prioritize, and document technical issues for over 500 employees, and managed user accounts and permissions through Active Directory.

Delivered exceptional customer service in both English and French for COVID-19 vaccination appointment scheduling. Efficiently utilized cloud-based software including Office365, Amazon Sign-on, Salesforce, and Microsoft Teams, while managing sensitive health information with strict confidentiality protocols.

Completed an Associate's Degree in Computer Programming. The curriculum focused on developing strong programming skills and understanding various computing concepts.