Freelancer profile translated to English.
Back to original languageAbout Jad
IT Consultant N2/N3 and Python automation, I support companies in advanced support, incident resolution, process optimization, and technical task automation. I have solid experience in technical customer relations, operations, SQL, Bash, CI/CD, and Dynamics 365 ERP. My goal: to provide fast, reliable, and measurable solutions to production, support, and operations teams.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- Cnexia (Client : Bell Canada)Technical Advisor - National Customer Support (NCS)TELECOMMUNICATIONSJune 2023 - April 2026 (2 years and 10 months)Technopolis, Mechelen, AN, Belgium• ● N2 technical support for national SAC platform (24/7 critical system)• ● Complex incident resolution: Active Directory, business applications, networks• ● Setup & deployment: configuration of 50+ workstations, application environment migration• ● Python automation: development of scripts to optimize processes (-30% processing time) Complete technical documentation: writing procedures, resolution guides, knowledge base• ● Team support: user training, N3 escalation, maintenance of 95%+ SLA• ● Incident lifecycle management: prioritization, root cause analysis, resolution validation Internal promotion: L1 Chat → NCS N2 in 6 months (recognized performance)
- Cnexia (Client : Bell Canada)Multichannel Support Agent (E-chat)January 2023 - June 2023 (5 months)Technopolis, Mechelen, AN, Belgium• ● Omnichannel customer support via written chat (simultaneous management of 3-5 conversations)• ● Rapid resolution of L1 incidents: SAC transactions, account information, adjustments• ● Collaboration with L2/L3 teams: escalation of complex incidents• ● Documentation contribution: writing FAQs, user guides, process improvement 🏆 Result: Evolution to NCS after 6 months (recognized technical skills).
- Intelcia (ClientTechnical Advisor - IT SupportJune 2017 - January 2023 (5 years and 7 months)Rabat, Morocco• ● N2/N3 technical support for telecom operator XDL (ADSL/Fiber Modem, network configurations)• ● Advanced troubleshooting: system log analysis, complex hardware/software diagnostics• ● Network configuration setup: routers, firewalls, VPN, ISP settings• ● Automation: development of Python scripts for recurring tasks• ● Technical documentation: creation of resolution procedures, knowledge base• ● Training & mentoring: support for L1 teams, sharing technical expertise• ● Service quality maintenance: adherence to 95%+ SLA, management of activity peaks, escalation of critical incidents
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Education
- Specialized Technician in Computer DevelopmentPROSYSTEM2017Technicien Spécialisé en Développement Informatique
- nullFaculty of Sciences - Mohammed V University2015