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Ikram Ben Fayala

@ikrambenfayala

Message

Motivated Technical Support Specialist with strong problem-solving skills.

Tunisia

Message

What I'm looking for

I am looking for a role that fosters collaboration, offers growth opportunities, and allows me to leverage my technical skills.

I am a dedicated Technical Support Specialist with a robust background in computer science and a passion for enhancing team success. My journey began with a Bachelor's degree in Computer Science and Multimedia, followed by a Master's degree in Information Systems and Infrastructure Security. Throughout my academic and professional career, I have developed strong problem-solving skills and a collaborative spirit that drives me to improve support operations.

In my current role at TRANSCOM, I have been promoted to Technical Support Specialist, where I monitor IP addresses and device fingerprints to block fraudulent users, investigate payment issues, and analyze system logs for unusual activities. My previous experience as a Customer Experience Representative has equipped me with the ability to respond effectively to customer inquiries and optimize system performance, ensuring a high level of customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

TRANSCOM

Sep 2021 - Present (3 years 9 months)

Monitored IP addresses and device fingerprints to block fraudulent users. Investigated payment issues and analyzed system logs for unusual activity, collaborating with internal teams to improve productivity and workflow.

Fraud Prevention Collaboration

Network Security Intern

Tunisie Telecom

May 2023 - Sep 2023 (4 months)

Designed an application to manipulate firewall data and insert it into the company’s network. Gained practical experience in network security, firewall management, and data logging, working with NAT, NGFW, ACLs, and routing tables.

Network Security Logging NAT ACLs Python Application Development Web Development

Customer Experience Representative

TRANSCOM

Sep 2019 - Sep 2021 (2 years)

Responded to customer emails, addressing platform-related inquiries and providing comprehensive instructions to optimize user settings. Maintained a high level of customer satisfaction by delivering timely and effective support.

Customer Support Email Communication User Settings Optimization Customer Satisfaction Ticketing Systems Technical Support

Software Development Intern

Smartnet

Jan 2019 - Jul 2019 (6 months)

Designed and developed a Customer Relationship Management (CRM) system as part of the final year project. Utilized Laravel for backend development and Bootstrap for responsive front-end design, gaining hands-on experience in web development.