Iliass Drhourhi
Executive Administrator
EL JADIDA
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 5 years of progressive IT experience.
Overview
9
9
years of professional experience
5
5
Languages
Work History
IT Administrator
GSI
El Jadida Morocco
09.2018 - Current
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
- Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
- Assessed business requirements to forecast annual budgetary operational costs.
- Trained employees on new technologies, increasing competency levels across the organization.
- Optimized network performance through regular monitoring and maintenance.
Customer Service Representative
Library & OS Jules Verne
El Jadida, Morocco
02.2015 - 05.2018
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Associate of Arts - English Language And Literature
University of Chouaib Doukkali
El Jadida, Morocco 05.2001 -
Bachelor of Science - Computer Science
Specialized Institute of Applied Technology
El Jadia Morocco 05.2001 -
High School Diploma -
Ibn Baja SAYARH
Azamor, Morocco 05.2001 -
Skills
Excellent Communication
Technical Analysis
Time Management
Multitasking
Organizational Skills
Hardware knowledge
Teamwork and Collaboration
Timeline
IT Administrator
GSI
09.2018 - Current
Customer Service Representative
Library & OS Jules Verne
02.2015 - 05.2018
Associate of Arts - English Language And Literature
University of Chouaib Doukkali
05.2001 -
Bachelor of Science - Computer Science
Specialized Institute of Applied Technology
05.2001 -
High School Diploma -
Ibn Baja SAYARH
05.2001 -