Specialized in IT support with experience in incident management, escalation, and system administration. Skilled in troubleshooting Windows, Active Directory, VPN, and Office 365. Strong proficiency with ITSM tools (ServiceNow, GLPI, Jira), with a proven ability to escalate critical incidents, document solutions, and ensure compliance with IT processes. Customer-service oriented and focused on maintaining optimal system availability.…

Zouhair ATI

Specialized in IT support with experience in incident management, escalation, and system administration. Skilled in troubleshooting Windows, Active Directory, VPN, and Office 365. Strong proficiency with ITSM tools (ServiceNow, GLPI, Jira), with a proven ability to escalate critical incidents, document solutions, and ensure compliance with IT processes. Customer-service oriented and focused on maintaining optimal system availability.…

Available to hire

Specialized in IT support with experience in incident management, escalation, and system administration. Skilled in troubleshooting Windows, Active Directory, VPN, and Office 365. Strong proficiency with ITSM tools (ServiceNow, GLPI, Jira), with a proven ability to escalate critical incidents, document solutions, and ensure compliance with IT processes. Customer-service oriented and focused on maintaining optimal system availability.

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Skills

Work Experience

IT Helpdesk Specialist at AXA Belgium - via EOL Center
August 1, 2024 - Present
Resolved incidents via ServiceNow, adhered to SLA and tracked backlog. Escalated complex cases to N2/N3 with detailed documentation. Provided secure remote support using PowerShell, BeyondTrust and AnyDesk. Assisted users on VPN and Office 365. Maintained high customer satisfaction through proactive communication.
IT Helpdesk / User Support at Humania bpo – Telus Digital
March 1, 2023 - July 1, 2024
Diagnosed and resolved incidents (software, hardware, network). Managed tickets (recording, tracking and closure) via ITSM. Administered accounts and access. Supervised systems and enforced security rules.
Freelance E-commerce & Digital Marketing at Self-Employed
January 1, 2018 - February 1, 2023
Managed online store operations (products, pricing, promotions). Executed digital marketing (SEO, ads, social media). Handled orders (logistics, suppliers). Provided customer service (claims, returns) and analyzed performance (sales, conversions).

Education

Licence parcours Méthodes informatiques appliquées à la gestion des entreprises (MIAGE) at Université Toulouse Capitale
September 1, 2008 - December 1, 2011
Baccalauréat SVT at Groupe scolaire AL JAZ Z ERA
September 1, 2007 - June 1, 2008

Qualifications

Add your qualifications or awards here.

Skills

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