Lotfi Kardjoudj

At SII on the Airbus mission, I manage end-to-end ticketing for business applications, resolving and triaging around 100 high-priority tickets each week within strict SLAs.

I rebuilt internal documentation and the knowledge base, reducing average ticket resolution time by approximately 25% and shortening new-joiner ramp-up from five weeks to three. I also qualify incoming requests and coordinate L3 escalations with engineering and vendor teams.

Previously at Corel, I delivered premium support for around 250 tickets per week across 20 applications through Zendesk and ServiceNow, maintaining 95%+ CSAT. I worked closely with global sales and product teams to improve workflows and streamline client requests.

I've supported international SaaS platforms for 10 years and worked fully remotely for more than seven, including nine months across 11 countries with full SLA compliance.