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Marco Bettoni

@marcobettoni

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Senior IT Support Specialist at HCLTech, resolving Tier 1 and 2 incidents with 95%+ SLA compliance.

Morocco

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What I'm looking for

I'm looking for IT Support, Service Desk, Technical Support, Customer Success or B2B Support work, including remote and international contracts. I'm available for B2B, freelance and remote contracts.

At HCLTech, I managed and resolved Tier 1 and Tier 2 IT incidents and service requests for a logistics-sector client, maintaining 95%+ SLA compliance.

I owned support tickets through the full lifecycle using enterprise ITSM tools, and performed root-cause analysis on recurring issues while coordinating with infrastructure teams on permanent fixes.

At Majorel (Sunrise), I managed customer accounts and resolved fixed-line telecommunications issues. I also handled escalations and exceeded monthly sales and retention targets by 15%.

Across roles at Konecta – SHEIN Project, Anytech365 and Casablanca Communication, I supported customer requests, troubleshot software and operating systems remotely, and qualified leads. My target profile includes IT Support, Service Desk, Technical Support, Customer Success and B2B Support.

Experience

Work history, roles, and key accomplishments

Senior Analyst

HCLTech

May 2024 - Aug 2026 (2 years 3 months)

Managed and resolved Tier 1 and Tier 2 IT incidents and service requests for a major logistics-sector client, maintaining 95%+ SLA compliance. Owned the full lifecycle of technical support tickets through enterprise ITSM tools, minimizing downtime and driving timely resolution.

ITSM Incident Management Tier 1 2 Troubleshooting Root Cause Analysis SLA Compliance Ticket Management

Telemarketing Operator / Account Specialist

Majorel

Feb 2022 - Apr 2024 (2 years 2 months)

Managed inbound and outbound customer accounts and resolved complex fixed-line telecommunications issues. Handled escalations, delivered high-touch technical assistance and coordinated cross-functional issue resolution.

Account Management Escalation Handling Technical assistance Upselling Retention

Customer Service Representative

Konecta

Jul 2021 - Nov 2021 (4 months)

Managed high-volume customer requests and concerns while maintaining strong customer satisfaction performance. Provided accurate information, personalized support and effective issue resolution across diverse customer needs.

Customer Service Issue Resolution Communication Skills

IT Analyst

Anytech365

Mar 2021 - Jul 2021 (4 months)

Handled customer-reported technical and service issues, providing remote troubleshooting for software and operating systems. Analyzed system behavior and user requirements to identify efficient technical solutions.

Remote troubleshooting Software support Operating System System Analysis

Telemarketing Operator

Casablanca Communication

Jan 2021 - Mar 2021 (2 months)

Managed appointment scheduling on behalf of third-party corporate clients, improving calendar efficiency. Identified prospects, qualified leads and supported the successful closing of new contracts.

Appointment Scheduling Lead Qualification Sales Support