Abdelhamid Bacha
Lodz
Summary
Experienced IT Administrator with 6 years of experience in effectively managing and supporting IT infrastructure, delivering exceptional customer service.
Implements and adheres to ITIL best practices for optimal performance and efficiency. Skilled in troubleshooting and resolving technical issues, with a strong focus on delivering high-quality support to end-users.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
10.2024 - 01.2025
- Perform order management functions: Work with various platforms to track, maintain orders, returns and credits.
- Proactively involved in maintaining up-to-date procedure documentation.
- Escalate issues in a structured way to CS management.
Senior IT Administrator
Wipro IT Services
11.2022 - 11.2023
- Monitor and configure internal systems to ensure optimum performance
- Provide troubleshooting assistance and help with diagnosing technical issues within the system
- Identify the need for updates and upgrades and implement them to the network infrastructure
- Delegated tasks, monitored compliance, and implemented performance improvement plans
- Managed quality and accuracy of documents, and coordinated movements between different personnel and departments
- SCCM-MECM Configure, manage and deploy software updates to required groups and workstations
- Microsoft Intune implementation for mobile device management, enhancing security and compliance
IT Service Desk Expert - 2nd Line
Fujitsu Technology Solutions
10.2018 - 10.2022
- Created knowledge articles for customer-specific troubleshooting i.e
- Operating procedures, policies, etc
- Supported the team in achieving high first-call resolution monthly and helped increase customer satisfaction rate
- Trained new team members on responding to calls appropriately and company standards
- Performed quality assurance checks of tickets processed by the team
- Identified issues, analyzed information, and provide solutions to problems
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Drove operational improvements which resulted in savings and improved profit margins
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
IT Service Desk Analyst French/English Line
Fujitsu Technology Solutions
03.2017 - 09.2018
- Served as the first point of contact for customers seeking technical assistance over the phone or email
- Determined the best solution based on the issue and details provided by customers
- Directed unresolved issues to the next level of support personnel
- Recorded events and problems and their resolution in logs
- Followed up and update customer status and information
- Passed on any feedback or suggestions by customers to the appropriate internal team
Education
Bachelor's Degree - Engineering Management, specializing in Management applied to IT
Faculté des Sciences Economique et de Gestion
2016
Diploma of Higher Education - Informatique de gestion
Lycée Secondaire
2013
Skills
- Teamwork skills
- Communication and interpersonal skills
- Organized and detail oriented
- Client relationship management
- Operations support
consent
I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Languages
English
Advanced
C1
French
Advanced
C1
Polish
Upper Intermediate
B2
Arabic
Bilingual or Proficient (C2)
Hobbies
Volleyball, Swimming, Traveling
Timeline
Customer Service Representative
Alorica
10.2024 - 01.2025
Senior IT Administrator
Wipro IT Services
11.2022 - 11.2023
IT Service Desk Expert - 2nd Line
Fujitsu Technology Solutions
10.2018 - 10.2022
IT Service Desk Analyst French/English Line
Fujitsu Technology Solutions
03.2017 - 09.2018
Diploma of Higher Education - Informatique de gestion
Lycée Secondaire
Bachelor's Degree - Engineering Management, specializing in Management applied to IT
Faculté des Sciences Economique et de Gestion
Similar Profiles
Allyah HendersonAllyah Henderson
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Minh (Manny) DoMinh (Manny) Do
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Anastashia RichardsonAnastashia Richardson
Patient Care Advocate at AloricaPatient Care Advocate at Alorica