Freelancer profile translated to English.

Description

Hafsa is a trilingual IT Support Specialist (French, Italian, English) with over 10 years of experience in international environments. She has worked for Capgemini, Bouygues Construction, and BPCE IT, with expertise in team management, service quality improvement, and IT project steering.

Clients describe Hafsa as enthusiastic and professional, appreciating her ability to analyze data and contribute to customer satisfaction. They also highlight her reliability, open-mindedness, and availability, making her a pleasant and effective collaborator.

Industry field of expertise

Languages

Arabic
Native or bilingual
Italian
Native or bilingual
French
Fluent
English
Conversational

Workplace preferences

Can work on-site

Toulouse (up to 50km)

BPCE IT
Functional Analyst
BANKING AND INSURANCE
May 2024 - Today (2 years and 1 month)
Toulouse, France
• Handle L2 tickets
• Analyze data to identify trends and opportunities
• Document processes for future maintenance
• Understand user needs and translate them into functional requirements.
• Document processes and procedures.
Microsoft Power BI Data Analysis SQL Dashboard Project Management
Bouygues Construction,
End-user Support Specialist
CIVIL ENGINEERING
May 2019 - April 2024 (4 years and 11 months)
Casablanca, Morocco
Supervise Level 1 support

Manage phone, email, and backlog activities in compliance with contractual commitments

Monitor adherence to quantitative and qualitative objectives

Follow daily activity reporting

Administrative follow-up of the team (schedules, leave...)
Capgemini
Italian Team Quality Manager
AVIATION AND AEROSPACE
September 2018 - April 2019 (7 months)
Capgemini, Casablanca, Morocco
• Manage a team of 4 agents
• Analyze service quality (KPI/SLA)
• Manage schedules and service coverage
• Manage cross-functional relationships with higher skill groups (Tier 1, Tier 2, Tier 3)

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PowerBi Data Analyst Associate
Microsoft
2025
PowerBi Data Analyst Associate
Six Sigma Yellow Belt Certification
Aveta Business institute
2020
Certification Six sigma yellow belt

Check out Hafsa's education

Business Analyst

Hafsa Elbouzidi

Functional Analyst

About Hafsa

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