Open to opportunities

Paula Zaki

@paulazaki

Message

I resolve complex technical escalations and automate Linux administration with Bash, Vagrant, and Podman.

Egypt

Message

What I'm looking for

I'm looking to transition into a dedicated IT infrastructure or Linux administration role where I can apply RHCSA-level Linux skills, Bash automation, virtualization, containers, and technical problem-solving.

At Concentrix, I resolve complex technical and administrative escalations for a major Canadian telecommunications account in French and English.

I've progressed from customer service to technical support and retention/Level 2 support, managing high-volume tickets, SLA requirements, and high-stress client situations. My work combines practical troubleshooting with de-escalation and client retention.

In my home lab, I adapted a Vagrant deployment from Windows 11/VirtualBox to Fedora Linux with Virtual Manager (libvirt), documenting the process for repeatable local environments. I also build Bash automation for backups, resource monitoring, vulnerability checks, and Slack alerting.

I'm RHCSA-certified and build containerized applications with Podman while maintaining GitHub projects covering Linux automation, Git workflows, and Python fundamentals. I'm focused on moving into dedicated Linux administration or IT infrastructure work.

Experience

Work history, roles, and key accomplishments

Current

Level 2 Support, Retention & Technical Support Agent

Current

Concentrix

Apr 2024 - Present (2 years 5 months)

Serve as the primary escalation point for complex technical and administrative issues, combining technical troubleshooting with high-EQ client management. Manage high-volume IT and service tickets, ensuring adherence to SLAs and compliance standards.

Technical Troubleshooting SLA Management Ticketing Systems French English De escalation Time Management