El Mehdi Es-salehy
Salé
Summary
Motivated IT professional with hands-on experience in cloud computing, data pipelines, CI/CD automation, and Kubernetes. Skilled in AWS services, Infrastructure as Code, and enterprise IT operations. Experienced in resolving 2,600+ ServiceNow tickets, building automated workflows, and supporting cross-team collaboration. Strong background in Python, SQL, and JavaScript, supported by academic training in Data Science and Engineering.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Service Desk Analyst
HCLTech
Sala Al Jadida
01.2023 - Current
- Delivered Tier 1 support for hardware, OS, Outlook, Office apps, Citrix VDI, mobile devices; managed accounts with Active Directory, SailPoint, SCCM; monitored incidents via Splunk.
- Resolved 2,600+ ServiceNow tickets (15–25 per day) with a 90%+ first-contact resolution rate, consistently meeting SLA compliance while maintaining a 7–12 ticket backlog.
- Documented 50+ KB articles and delivered presentations to business and technical stakeholders on incident trends and recurring issues.
- Supported escalated cases and mentored ~14 new hires, reducing onboarding time and improving team efficiency.
Data Integration Intern
Tier One Analytics
USA
08.2021 - 11.2021
- Contributed to data ingestion pipelines by implementing AWS Lambda + API Gateway for CSV transfers from S3 to RDS Postgres; supported Infrastructure as Code with CloudFormation and applied AWS KMS for environment security.
- Assisted in designing AWS Glue ETL workflows to run jobs in parallel, reducing processing time by 40%, and supported deployment automation with GitLab CI/CD.
- Built and customized 5+ QuickSight dashboards for stakeholders, enabling real-time insights from Postgres datasets.
Education
M.S. - Data Science and Engineering
Mohammed V University
Rabat, Morocco06-2025
B.S. - Mathematics and Computer Science
Mohammed V University
Rabat, Morocco06-2023
Skills
- Cloud platforms: AWS, Azure, GCP
- DevOps: Docker, Kubernetes, GitLab, Jenkins, Ansible, Terraform
- Databases and Lakehouses: Deltalake, Snowflake, Oracle, PostgreSQL
- Programming languages: Python, SQL, PySpark, Javascript, Bash, PowerShell
- Tools: ServiceNow, Active Directory, SailPoint, Microsoft Intune, Splunk, SCCM, Citrix VDI
- Operating Systems: Linux Red Hat and Windows Server
Certification
- Microsoft Certified: Azure Administrator Associate
- Azure Databricks Platform Architect
- AWS Databricks Platform Architect
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Service Desk Analyst
HCLTech
01.2023 - Current
Data Integration Intern
Tier One Analytics
08.2021 - 11.2021
B.S. - Mathematics and Computer Science
Mohammed V University
M.S. - Data Science and Engineering
Mohammed V University