[nom]
Shift lead
[e-mail] · [téléphone]
Profile
As an experienced Lead, I have solid expertise in data analysis, Microsoft 365 and Service-NOW. I have successfully led teams to improve operational efficiency and optimize resource utilization. My analytical approach enables me to solve complex problems and implement innovative solutions. I am recognized for my ability to develop effective strategies and guarantee customer satisfaction. I am committed to maintaining high standards of performance and supporting the professional development of my team.
Education
IT Technician , Information Technology · Jan 2016 - Dec 2018
Ista maamora kenitra
Employment
Shift Lead · Aug 2022 - Present
HCL Technologies Ltd, Maroc
Responsible for the delivery based on the scope, policies, and procedures.
Responsible for 9 Clients Account with over 35 resources specialists, senior analysts and leads.
Responsible for the overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests in Snow
& Jira
Owner of implementing and define the Major Incident Process
Management
Monitoring & managing of SLA targets: ASA, abandon rate, Users satisfaction (CSAT), first call resolution (FCR), Incident resolution)
Planning and preparation of reports which calculates daily productivity for service desk agents (TCR, FCR, on call aux usage).
Participating in Week & Monthly Business Review meetings.
Owner of implementing and define the Major Incident Process
Management Working to meet Client requirements and interactions for desired and agreed service and support delivery.
Participating in Week & Monthly Business Review meetings.
Network Operations Center Technician · Oct 2021 - Aug 2022
Webhelp, Rabat Metropolitan Area
Customer Advisor · Jan 2021 - Sep 2021
Microsoft, British Columbia, Canada
Assist customers/stakeholders in understanding Microsoft enterprise solutions, configuration, environment, and how they fit within their
Morocco
Personal details
LinkedIn
[lien]
[nom]
Skills
Microsoft Outlook
Analyse de la concurrence
Gestion de produit
Communication
Compétences analytiques
Techniques de présentation
Information Technology
Infrastructure
Planification de projets
Gestion de projet informatique
Help Desk Support
Active Directory
User Management
Microsoft Office
Leadership
Linux System Administration
Windows System
Administration
Network Installation
Computer Hardware
Installation
Computer Maintenance
Data Analysis
current infrastructure and business processes. Ability to understand complex business environments and uncover customer issues, process problems, and translate need into business opportunities.
Consultant Business Solutions · Aug 2019 - Dec 2020
Microsoft
Customer Service Representative · Aug 2018 - Jul 2019
Microsoft, Maroc temara
Stagiare IT · Dec 2017 - Jan 2018
Teleperformance Maroc
Certificates
Microsoft 365 Fundamentals · Aug 2022
Azure Fundamentals · Aug 2022
Power Apps Fundamentals · Aug 2022
NDG linux essentials · Sep 2018
Cloud Fundamentals · Nov 2019
Microsoft SAM Solution Specialist Lite · Sep 2019
Microsoft Licensing Solutions Specialist · Sep 2019
SMB
Microsoft 365 Essential Training · May 2020
Learning Cloud Computing: Core · Apr 2020
Concepts
Cisco Certified Network Associate · Sep 2018
Industrial (CCNA I)
Cisco Certified Network Associate · Sep 2018
Routing and Switching (CCNA)
Programming in HTML5 with JavaScript and CSS3
Microsoft Server Virtualization with Windows Server Hyper-V and System
Center
Microsoft SQL Server
Cloud Security
Microsoft 365
Network Administration
Cloud Administration
Cloud Computing
System Migration
Artificial Intelligence (AI)
Microsoft Dynamics CRM
Microsoft Power BI
Technical Support
Languages
Arabic
English
French
