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Ibrahim Hafidhou

@ibrahimhafidhou

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Senior Application Support Analyst with expertise in data analysis.

France

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

With over eight years of experience in application support and technical coordination, I have developed a strong skill set in data analysis, process optimization, and workflow automation. My journey has taken me through various roles, where I have successfully managed client support processes and trained teams to enhance their technical capabilities. I pride myself on my ability to communicate effectively and collaborate with cross-functional teams to drive continuous improvement.

In my recent role as a Consultant and Trainer at Talentia Software, I have trained six new consultants in the Talentia HCM Framework, significantly improving client satisfaction and reducing ticket resolution times. My technical expertise spans a wide range of tools and programming languages, including SQL, .NET Core, and various web technologies. I am passionate about leveraging data-driven insights to optimize business processes and enhance user experiences.

Experience

Work history, roles, and key accomplishments

Current

Consultant, Trainer and SIRH Level 2 Support Optimizer

Current

Talentia Software

Feb 2024 - Present (1 year 5 months)

Supported six new consultants in developing expertise on the Talentia HCM/Core HR Framework, optimizing client support processes for 20 active accounts handling ~50 tickets daily. Streamlined ticket management processes in Zendesk, including issue diagnosis and resolution.

Talentia HCM Zendesk Jira XML .NET Core JSON Angular SQL

E-commerce Data Integration Analyst

Tayssir Store

Feb 2023 - Jan 2024 (11 months)

Managed and structured product data in Excel, ensuring accurate stock tracking, pricing adjustments, and inventory forecasting. Integrated and managed Shopify code, troubleshooting website anomalies to ensure seamless functionality and user experience.

Excel Shopify Google Ads HTML CSS JavaScript PHP Data Analysis

Technical Application Support Consultant

Talentia Software

Mar 2022 - Oct 2023 (1 year 7 months)

Provided N1/N2 support for payroll (AS400, DSN) and Talentia HCM/Core HR systems, addressing incidents for 130+ client accounts. Diagnosed and resolved HR process issues using SQL queries and JSON scripts.

SQL Talentia HCM DSN Zendesk AS400 system .NET Core Angular JSON XML

IT and Business Applications Support Consultant

Sogeti by Capgemini

Dec 2020 - Mar 2022 (1 year 3 months)

Managed over 1,000 monthly incidents with a 15% resolution improvement rate. Automated Power BI dashboards for performance tracking and reduced incident resolution times from 72 hours to 24 hours.

ServiceNow SQL Jira Power BI Excel

IT Support Level 4

Institut 4.10

Nov 2020 - Dec 2020 (1 month)

Improved ticket workflows for 200+ users, reducing response times by 15%. Ensured 95% platform availability for virtual training systems.

Excel Teams Zoom)Ticketing Systems

IT Support Technician

Vitality Terminus Hotel

Dec 2017 - Aug 2020 (2 years 8 months)

Installed and configured OPERA PMS, optimizing hotel operations. Resolved 500+ IT incidents remotely, reducing intervention times by 30%.

Opera PMS TeamViewer IT Support

IT Trainer

Institut Noble de Gestion et Informatique (INGI)

Jul 2017 - Sep 2017 (2 months)

Delivered bilingual IT training (English/French) to 100+ participants. Diagnosed and repaired IT equipment, ensuring seamless training sessions.

IT Training IT Repair

Education

Degrees, certifications, and relevant coursework

University Sidi Mohamed Ben Abdellah

Master's in Science and Technology, Intelligent Systems and Networks

Focused on intelligent systems and networks, gaining expertise in advanced computing concepts and their applications. Developed a strong foundation in complex system design and analysis.

University Mohammed Premier

Bachelor's in Applied Sciences, Mathematics and Computer Science

Studied mathematics and computer science, building a solid understanding of theoretical and practical aspects of computing. Developed foundational skills in programming, algorithms, and data structures.