Open to opportunities

zouhair dahak

@zouhairdahak

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IT support expert with a passion for technology.

Morocco

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What I'm looking for

I am looking for a role that fosters growth, innovation, and collaboration in technology.

I am a motivated Applied Computer Science student with a growing focus on backend development and system administration. My experience in technical support and web hosting has equipped me with strong problem-solving and cross-cultural communication skills. I am a fast learner, eager to contribute to innovative development teams in a Werkstudent role.

During my time as a Customer Support Agent at Hostinger International, I provided technical support via chat and email, handling over 45 tickets daily with an average resolution time of 3:30 minutes. I successfully migrated over 200 websites with minimal downtime and maintained an impressive 85%+ customer satisfaction score consistently. My role involved guiding users in setting up IMAP accounts and contributing to internal documentation, supporting senior engineers in complex troubleshooting.

With a technical university degree in computer science and a high school diploma in physics, I possess a solid foundation in backend development fundamentals, system and network administration, and advanced SSH usage. I am passionate about technology and continuously seek opportunities to grow and learn in this dynamic field.

Experience

Work history, roles, and key accomplishments

Customer Support Agent (Back Office)

Hostinger International

Sep 2020 - Present (4 years 9 months)

Provided technical support via chat/email for 45+ tickets daily, resolving hosting, website, and email issues with a 3:30 min average resolution time. Contributed to internal documentation and supported senior engineers in complex troubleshooting.

Technical Support Web Hosting Troubleshooting Customer Service Intercom CRM

Technical Support Agent

Xceed Call Center Product, Videotron

Dec 2019 - Present (5 years 6 months)

Supported Canadian customers for Internet, mobile, and TV services, diagnosing technical issues and coordinating technician visits. Ensured accurate documentation of customer interactions.

Technical Support Customer Service Troubleshooting Documentation Telecommunications

Education

Degrees, certifications, and relevant coursework

Higher School of Technology Casablanca (ESTC)

Technical University Degree, Computer Science

Obtained a technical university degree in computer science. Focused on backend development and system administration, gaining foundational knowledge in programming languages and system management.

Institut Bab Al Andalousse

High School Diploma, Physics

Completed a high school diploma with a specialization in physics. This foundational education provided a strong basis in scientific principles and analytical thinking.