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I'm an IT Analyst with over 3 years of experience in hardware, software, and network issue resolution, specializing in cloud technologies and IT support. I excel at managing system access and cloud solutions, and I hold a Master’s in Project Management. I’m known for strong communication, leadership, and problem-solving skills.…

Otmane Bouanani

AI Engineer, Data Scientist, Data Analyst, +4

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I'm an IT Analyst with over 3 years of experience in hardware, software, and network issue resolution, specializing in cloud technologies and IT support. I excel at managing system access and cloud solutions, and I hold a Master’s in Project Management. I’m known for strong communication, leadership, and problem-solving skills.…

Available to hire

I’m an IT Analyst with over 3 years of experience in hardware, software, and network issue resolution, specializing in cloud technologies and IT support.

I excel at managing system access and cloud solutions, and I hold a Master’s in Project Management. I’m known for strong communication, leadership, and problem-solving skills.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

Arabic

Fluent

English

Fluent

French

Advanced

Work Experience

IT Analyst (English & Arabic) at HCL Tech

June 1, 2022 - November 9, 2025

Provided hardware/software/network problem diagnosis/resolution via phone, email, and chat, achieving 91% CSAT. Managed a caseload of around 350 tickets per month, ensuring timely resolution and customer satisfaction. Met and exceeded SLA targets with 98% adherence, contributing to a 25% reduction in support tickets. Collaborated with cross-functional teams to resolve inquiries and escalate incidents. Streamlined onboarding for new employees through shadow sessions and trainings, reducing onboarding time and increasing new joiners' productivity.

IT Analyst (English & Arabic) at HCL Tech

June 1, 2022 - November 7, 2025

Diagnosed and resolved hardware, software, and network issues via phone, email, and chat; achieved 91% CSAT; managed a monthly caseload of ~350 tickets; consistently met SLA targets with 98% adherence, contributing to a 25% reduction in support tickets; collaborated with cross-functional teams to resolve inquiries and escalate incidents; streamlined onboarding for new hires through shadowing sessions and trainings, reducing onboarding time and increasing productivity.

Customer Service Representative at Keywords Studios

May 1, 2022 - May 1, 2022

Maintained a high CSAT of 4.5/5, showcasing exceptional customer service and fostering positive customer relationships. Consistently achieved FTR ranging between 1 and 5 minutes per ticket, resulting in efficient issue resolution and improved customer satisfaction. Increased Arabic and English customer satisfaction scores by 20% through effective communication and problem-solving skills, resulting in improved customer loyalty and retention.