Open to opportunities

imen zakhama

@imenzakhama

Message

Motivated Technical Support Specialist with strong problem-solving skills.

Tunisia

Message

What I'm looking for

I seek a role that fosters collaboration and offers opportunities for growth in technical support and network security.

I am a motivated Technical Support Specialist with a solid 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 education, I developed strong problem-solving skills and a collaborative spirit, which I apply in my professional endeavors.

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. My experience includes investigating payment issues, analyzing system logs, and collaborating with internal teams to improve productivity. I take pride in delivering timely support and optimizing user settings to enhance overall system performance.

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 collaborated with internal teams to improve productivity and workflow, assisting in process documentation.

Technical Support Fraud Prevention System Monitoring Ticketing Systems Process Improvement Collaboration Data Analysis

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. Worked with NAT, NGFW, ACLs, and routing tables, gaining practical experience in network security and firewall management.

Network Security Python NAT ACLs Application 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 support.

Customer Support Email Communication Optimization Customer Satisfaction Technical Support Ticketing Systems

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.

Laravel Bootstrap PHP HTML CSS MySQL Web Development Responsive Design Software Development

Education

Degrees, certifications, and relevant coursework

Higher Institute of Computer Science Ariana

Master's Degree, Information Systems and Infrastructure Security

2021 - 2023

Pursued a Master's degree in Information Systems and Infrastructure Security, gaining advanced knowledge in securing information systems and network infrastructure.