ZAOUI MOHAMED
Bucuresti
Overview
10
10
years of professional experience
Work History
Help desk L1 Support IT
Wipro Technologies
01.2021 - Current
- Experience with Windows Server Environment;
- Manage Active Directory (group-policy, group management, user rights, shares);
- Office 365 support and troubleshooting / Exchange Server;
- Experience with virtualization / VMWare administration (VMWare, VSphere, Citrix VDI, ESX);
- Strong networking skills (subnetting, routing, DNS, DHCP, TCPI/IP);
- Fluent in English;
- Windows 10 support and troubleshooting;
- Resolve and escalate incidents in our ticketing tool SERVICE NOW, regarding use of software and hardware;
- Install and configure desktops, laptops, tablets based on company standards;
- Install and upgrade computer components and software, manage virtual servers, and integrate automation processes;
- Support other local applications;
- Manage File Server and Print Server;
- MDM Mobile Device Management;
- Perform regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures;
- Collaborate with our service providers and suppliers (Network, Printers);
- Collaborate with regional and global teams;
- Maintain a high KPI for security patching;
- License management;
- Manage and track software deployment;
- Order IT hardware, software and follow the local procurement process;
- Maintain the IT assets inventory;
- Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions;
- Responsible for capacity, storage planning, and database performance;
- Availability to travel overtime in certain cases.
Customer Experience Specialist
Telus International
11.2020 - 11.2020
- Interacting with customers via telephone and internal platforms
- Collect, track and analyze customer feedback
- Support for other departments
- Airbnb Project
Webhelp Romania
Bucharest
01.2019 - 11.2020
- Resolve customers complaints via phone/ e-mail/ live chat
- Open and maintain customer accounts by recording accounts information
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up ensuresolution
- Provide accurate valid and complete information by using the rights methods/ tools
- Project: Samsung
Customer support
Teleperformance
Bucharest
11.2017 - 01.2019
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Keeping records of customer interactions, transactions, comments and complaints
- Ensure customer satisfaction and provide professional customer support.
- Project: Electronic Arts
Intern
OACA
06.2016 - 08.2016
- General mechanic
- Repair the engines and all other mechanical equipment
- Tozeur, Tunisia
Education
Mechanical engineering -
Universitatea Politehnica din Bucuresti
09.2017
Master - Management, innovation and technologies of collaborative systems
Universitatea Politehnica din Bucuresti
02.2026
Skills
- Applications: Microsoft Office, Open Office, Flash
- Very good organizational skills
- Managed a team of 5 people for over 3 months while working for OACA Tozeur
Timeline
Help desk L1 Support IT
Wipro Technologies
01.2021 - Current
Customer Experience Specialist
Telus International
11.2020 - 11.2020
Webhelp Romania
01.2019 - 11.2020
Customer support
Teleperformance
11.2017 - 01.2019
Intern
OACA
06.2016 - 08.2016
Mechanical engineering -
Universitatea Politehnica din Bucuresti
Master - Management, innovation and technologies of collaborative systems
Universitatea Politehnica din Bucuresti