fatima zahra Khotbi

Provided first-level assistance to resolve IT issues including connectivity, password problems, and office software. Documented incidents and solutions in the ticket management system Unity, and resolved incidents related to software, Windows operating systems, and hardware.

Identified, analyzed, and prevented abuse in concession requests. Collaborated with teams to ensure policy compliance and effectively implemented abuse procedures using data analysis tools to detect anomalies.

Responded to users in the Franco-English market regarding Spotify application issues, ensuring a high level of customer satisfaction by resolving over 85% of cases with a CSAT of +87%.

Handled customer complaints and resolved issues promptly. Diagnosed technical problems related to Internet services, television, and associated equipment, guiding customers through troubleshooting steps.

Managed customer inquiries and technical issues, providing timely resolutions. Educated customers on troubleshooting steps for modems and network problems.

Managed passport and hunting permit requests, gaining experience in administrative processes and customer service.

Acquisition of essential knowledge in modeling, administration, operation, and enhancement of information systems. Mastery of statistical methods and data analysis, UNIX system administration, database management using MySQL, and programming in C++ and Python.

Introduction to computer science, algorithmic concepts, and programming principles. Understanding of structures and organization of businesses.

Basic education in physical sciences, focusing on foundational scientific principles.

Completed secondary education with a focus on mathematics and science, developing resilience and stress management skills.