H H, IT Support Technician Level 1/2 | ITIL Certified

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Description

Hello,

I am an IT support specialist (Helpdesk) with experience in ticket management via (Jira, ServiceNow,...) and ITIL certification.

I help companies to:

Manage customer support (emails, chat, tickets)
Resolve user technical issues
Organize and track requests in Jira, ServiceNow...
Improve customer service quality

✔️ Serious, organized, and responsive

✔️ Available evenings and weekends

✔️ Excellent communication in French

I am available immediately.

Languages

French
Native or bilingual
English
Conversational
Arabic
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Auto Hall
Data Analyst
AUTOMOBILE
May 2023 - March 2025 (1 year and 10 months)
Casablanca, Morocco
• • Extract and transform data from SQL databases.
• • Clean and prepare data (manage missing values, deduplication).
• • Create interactive dashboards and analytical reports.
• • Migrate 80% of weekly and monthly reports to Clever BI dashboards.
• • Manage anomalies and improve data quality.
Microsoft Excel Microsoft Power BI KPI Dashboards MyReport SQL
Atos
IT Business Analyst / Application Support / Helpdesk
TELECOMMUNICATIONS
April 2019 - May 2023 (4 years and 1 month)
Casablanca, Morocco
• • Analyze and resolve N2/N3 incidents on business applications using application logs and SQL queries.
• • Manage tickets and track incidents with ServiceNow and Jira, respecting SLAs.
• • Technical diagnosis and coordination with development and infrastructure teams.
• • Write technical procedures and functional documentation.
• • Perform functional tests and UAT to validate fixes.
ITIL V4 Incident Management IT Management IT support Ticket Management

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Signup to reveal

ITIL V4 Foundation IT Service Management
ITIL V4 Foundation IT Service Management
Certified Tester Foundation Level
ISTQB CTFL
Certified Tester Foundation Level

Check out H's education

ITIL® Foundation Certificate in IT Service Management
PeopleCert
2022
https://www.peoplecert.org/fr/for-corporations/certificate-verification-service
ITIL

Other