Open to opportunities

hatem bouazizi

@hatembouazizi1

Technical Support Specialist specializing in remote ticketing support, SLA-compliant troubleshooting, and high user satisfaction for 500+ users.

Tunisia

Message

What I'm looking for

I’m looking for a long-term remote role where I can own Level 1/2 ticket-based support, meet SLA targets, perform remote troubleshooting, and help deliver consistently high user satisfaction in a fast-paced environment.

I’m a Technical Support Specialist with 8+ years of experience delivering remote troubleshooting and ticket-based support in high-demand environments. I handle 20–30 tickets per day through chat, email, and Jira Service Management, keeping my average response time under 15 minutes.

I support 500+ users in banking operations while staying focused on SLA compliance and customer outcomes. I communicate clearly via email, chat, and remote sessions, achieving 98%+ user satisfaction, and I’ve delivered remote troubleshooting to 10+ off-site branches with a 100% issue resolution rate and zero escalations to Level 3.

I also strengthen reliability and security through systems administration and proactive maintenance. From managing Windows environments and patch management that reduced downtime by 30%, to monitoring VPN connectivity and endpoint security across 3+ network segments—ensuring zero data breaches in a regulated financial environment.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Banking Sector

Jan 2016 - Present (10 years 5 months)

Resolved 20–30 technical tickets per day for 500+ users via Jira Service Management, maintaining SLA compliance with an average response time under 15 minutes and 98%+ user satisfaction. Delivered remote troubleshooting to 10+ off-site branches and reduced Windows downtime by 30% through proactive patching and lifecycle planning.

Service Management ServiceNow Ticketing RDP Microsoft 365 Administration