Yassir Amraoui

Managed and prioritized 100+ daily IT support requests in a high-volume second-line service desk environment, consistently meeting SLA targets.

Delivered expert first-line technical support for VodafoneZiggo systems and applications, resolving 85%+ of issues at the initial point of contact.

Streamlined escalation of complex technical issues to second-line teams, providing structured handovers that reduced resolution times by 15%.

Collaborated with cross-functional teams to identify recurring issues and implement process improvements, enhancing overall IT service efficiency by 10%.

Spearheaded the disconnection of legacy workstations and the installation of new Windows 11-ready devices across multiple hospital departments, ensuring seamless operational continuity.

Executed secure migration of user data and settings from legacy systems to new hardware, maintaining 100% data integrity and minimizing user disruption.

Configured and integrated new devices into the domain, meticulously verifying the correct application of security and access policies to uphold network security standards.

Deployed standardized Windows 11 images, incorporating hospital-approved software, drivers, and configuration settings to ensure consistent and secure system environments.

Facilitated smooth end-user transitions by thoroughly validating system functionality post-migration and proactively resolving all identified issues, enhancing user adoption.

Efficiently managed and prioritized a high volume of incoming IT support requests, ensuring timely resolution and optimal service delivery.

Delivered responsive first-line technical support for various systems and applications, effectively resolving user issues and enhancing productivity.

Facilitated clear and timely communication with internal teams and end-users, ensuring transparency on ticket status and resolutions.

Executed structured handovers for complex technical issues to second-line support, ensuring comprehensive information transfer for expedited resolution.

Consistently monitored and maintained personal ticket queues, actively working to meet and exceed service level agreement (SLA) targets.

Delivered critical first-line technical support to Deloitte employees across multiple offices and remote locations, ensuring operational continuity for a large user base.

Efficiently resolved a wide range of incidents involving workplace hardware, Windows devices, mobile devices, O365, VPN, and critical business applications.

Maintained professional and clear communication with end-users, providing timely updates on ticket progress, functional changes, and resolutions.

Collaborated effectively with resolver teams, escalating complex issues with detailed and structured handovers to accelerate problem resolution.

Assisted in onboarding and offboarding processes, preparing, configuring, and delivering IT equipment for new and departing employees.

Directed the end-to-end lifecycle management of IT assets, including laptops, peripherals, mobile devices, and workplace hardware, for a major corporate environment.

Maintained 100% accurate asset registration, tracking, and documentation within the CMDB and dedicated asset management systems, enhancing inventory control.

Coordinated over 500+ hardware deployments, replacements, returns, and repairs annually, collaborating effectively with internal teams and external vendors.

Proactively monitored IT asset stock levels and planned replenishments, ensuring uninterrupted operational continuity and minimizing downtime.

Provided key support for IT asset audits and actively contributed to process improvements, enhancing data accuracy and reporting quality by 10%.

Provided expert second-line on-site and remote support for critical workplace hardware, Windows devices, mobile devices, and enterprise applications, resolving complex issues.

Managed and prioritized incoming support requests with meticulous documentation, implementing structured troubleshooting methodologies for efficient resolution.

Offered specialized technical assistance for internal systems and services, successfully resolving escalated issues from first-line support teams.

Proactively monitored personal and team request queues, taking decisive action to consistently meet and exceed service level agreement (SLA) expectations.

Identified recurring IT issues, providing actionable insights that led to improvements in existing IT services, workflows, and support processes.

Offered robust second-line on-site and remote support for workplace hardware, Windows devices, mobile devices, and essential enterprise applications at KPMG.

Systematically registered and prioritized IT support requests, maintaining accurate documentation and applying structured troubleshooting techniques.

Furnished specialized technical assistance for internal systems and services, effectively resolving complex issues escalated from first-line support.

Articulated progress, functional updates, and resolutions clearly to end-users and stakeholders, fostering understanding and trust.

Actively monitored personal and team request queues, demonstrating proactive measures to achieve and surpass SLA and service expectations.