Freelancer profile translated to English.

Description

Expert in infrastructure management and service desk management, I have solid experience in leading multidisciplinary teams (up to 40 employees) and managing strategic IT projects. My dual technical (Level 1 to 3, System Administration) and operational (KPIs, SLAs, WFM) background allows me to transform IT support into a lever for productivity and customer satisfaction.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

ALTEN
IT Support Coordinator | Management & Continuous Improvement
TECH
March 2024 - Today (2 years and 5 months)
Rabat, Morocco
Currently based in Fes, I coordinate technical support by optimizing the link between user needs and technician efficiency. My focus is on operational fluidity, reducing processing times, and ensuring the reliability of Microsoft 365 and network infrastructures.
Operational Coordination ITSM & SLA Management Analysis and Reporting ITSM Administration ITIL
HCL technologies
Senior IT Analyst | Resolution & Mentoring Expert
TECH
February 2023 - October 2023 (8 months)
Rabat, Morocco
Expert in infrastructure management and critical support, I ensured system stability for complex environments in Rabat. My role combined high-level technical resolution (Level 2/3) and operational optimization, guaranteeing impeccable service continuity and team skill development.
Technical & Security Expertise Technical Leadership Crisis Management Help Desk Optimization ITSM & SLA Management
Cnexia
IT Operations Manager & Performance Management
TELECOMMUNICATIONS
August 2019 - December 2022 (3 years and 4 months)
Fès, Morocco
Results-oriented manager, I led large-scale strategic deployments (Project Bell) by supervising up to 40 technicians. My expertise lies in aligning technical resources with business objectives, enabling the combination of operational efficiency and customer service excellence.
Performance Management Leadership Continuous Improvement Project Coordination Business Acumen