EL Mehdi EL Khalladi

 Provided technical support for 250+ users, maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.

• Successfully Implemented an internal helpdesk system to centralize and track requests and provide technical support to 250+ users to consistently meet 95%+ of service level agreement (SLAs).
• Oversaw and coordinated IT requests and workload to ensure smooth running of daily operations in accordance with the SLA’s.
• Managed network and system performance, conducting troubleshooting, security patching, and hardware/software maintenance to ensure an uptime of 99.9%.
• Conducted regular system backups and disaster recovery testing.
• Managed business applications (ERP’s -User accounts – Licenses -…).
• Managed IT projects in compliance with cost, time and technology objectives.
• Assisted in development of long-term strategies, established annual investment and operating budget to grow department and resources, Cutting expenses by over 15%.

• Developed and maintained applications following specifications provided.
• Translated customer requirements into written use cases.
• Participated in software testing to verify functionalities of developed applications.
• Documented technical workflows and knowledge to educate newly hired employees.

• Professionally interacted with clients to assess business requirements and determine software needs.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Translated customer requirements into written use cases.
• Manages project implementation and follow up