RIDOUANE EZZAGHARI
Rabat,RAB
Summary
Results-driven customer service and call center professional with experience handling inbound and outbound calls and email support at MOMEDONA and in freelance roles. Skilled in client communication, issue resolution, and multitasking, ensuring high customer satisfaction and meeting performance targets. Fluent in English and Arabic, with strong interpersonal, negotiation, and problem-solving skills. Adept at leveraging experience and adaptability to improve operational efficiency and deliver quality support.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Founder & Lead IT Specialist
Phone G'ADGET, Star GSM, Electro Tool
Al Hociema
01.2015 - Current
- Established and managed IT infrastructure for three smartphone and electronics repair businesses PhoneG'ADGET (2015), Star GSM (2016), Electro Tool (2018),maintaining 99% system uptime.
- Diagnosed and repaired 500+ smartphones and computers, reducing turnaround time by 20%.
- Trained and supervised a team of 5 technicians, increasing productivity by 25%.
- Implemented POS systems, inventory tracking, and basic network security for small business environments.
Freelancer
Fiverr, Upwork, Khamsat
01.2015 - Current
- Handled high-volume inbound and outbound calls, emails, and live chats with international clients, providing clear, professional, and solution-focused support.
- Communicated fluently in English and Arabic, adapting tone and language to match customer needs, technical level, and emotional state.
- Diagnosed customer issues in real time during calls, guiding users step-by-step until full resolution.
- Delivered advanced remote IT support to global clients across Windows and Linux environments, resolving complex hardware, software, and network issues with a 95% client satisfaction rate.
- Designed and deployed Python-based automation scripts for system diagnostics, backups, log analysis, and administrative tasks, reducing manual effort by 30–40%.
- Integrated AI-assisted tools to accelerate troubleshooting, documentation, and system analysis, improving response time and solution accuracy.
- Leveraged AI-powered scripting and automation workflows to enhance endpoint maintenance, data organization, and operational efficiency.
- Implemented modern cybersecurity practices, including firewall configuration, endpoint hardening, access controls, and secure remote support.
- Assisted clients in adopting cloud-based tools and SaaS platforms, improving scalability, collaboration, and system reliability.
- Provided technical consulting for small businesses and freelancers, helping modernize legacy setups into automation-driven, security-aware environments.
- Maintained continuous upskilling in AI, automation, cloud services, and cybersecurity, ensuring solutions align with current industry standards.
IT and Cybersecurity Specialist
MOMEDONA
Tetouan
02.2025 - 10.2025
- Sole IT and cybersecurity lead for a U.S.-based company handling federal government contracting, supporting 50–60 employees across multiple offices.
- Administer Microsoft 365 (Global/Admin-level access): user lifecycle management, device policies, security baselines, and access control.
- Implement and manage endpoint hardening for Windows 10/11 laptops (BitLocker, account controls, system policies).
- Design, deploy, and secure network infrastructure including routers, switches, VLAN segmentation, and firewall rules (FortiGate / pfSense).
- Align company infrastructure and security posture with NIST 800-171 / CMMC readiness requirements.
- Monitor user activity, system health, and security events; develop incident response and recovery procedures.
- Lead the transition from ISP-managed infrastructure to fully self-managed security stack, reducing cost while improving control and visibility.
- Maintain high availability and business continuity across offices, including backup strategies and documentation (SOPs, IT policies).
- Monitored network security systems for potential threats and vulnerabilities.
- Implemented security protocols to protect sensitive organizational data.
- Conducted regular security assessments and audits for compliance requirements.
IT Intern
Operating Media
Imzouren
05.2019 - 09.2021
- Assisted in troubleshooting hardware and software issues for clients.
- Supported team in maintaining IT infrastructure and network security.
- Collaborated on software development projects using agile methodologies.
- Documented technical processes and user manuals for future reference.
- Provided training sessions for staff on new technologies and applications.
- Resolved customer service issues related to IT systems in a timely manner.
- Installed, configured and tested hardware components such as routers, switches, firewalls and servers.
- Collaborated with other team members to deliver high quality results within tight deadlines.
Education
English Studies -
UNIVERSITY OF ABDELMALEK ESSAADI
TETOUAN, Morocco 01.2018 - 01.2026
Smartphone Repair & Diagnostics Training
Phone Genie
01.2021 - 01.2022
English Studies -
UNIVERSITY OF DHAR EL MEHRAZ
FEZ, Morocco 01.2015 - 01/2016
High School Degree -
MOULAY SMALL HIGH SCHOOL
AL HOCIEMA, MoroccoGoogle – Technical Support Fundamentals -
Coursera
Skills
- Python
- Windows OS (10/11)
- Ubuntu / Fedora / Linux
- HTML / CSS
- Networking (TCP/IP, DNS, DHCP, Subnetting)
- System Administration
- Technical Support & Troubleshooting
- Cybersecurity Fundamentals
- Microsoft 365 & Microsoft Office
- Active Directory
- Virtualization (VMware, VirtualBox)
- Endpoint Hardening & Device Setup
- Email & Ticket-Based Support
- Smartphone Hardware & Software Repair
- AI-Assisted Automation & Productivity Tools
Websites
Accomplishments
- Successfully managed IT operations for three businesses, maintaining 99% uptime and achieving 95% customer satisfaction.
- Automated repetitive tasks using Python, saving 10+ hours per week for clients.
- Reduced data loss incidents by 40% through the implementation of a centralized backup system.
- Designed and implemented a secure LAN for a small business, improving network performance by 25%.
- Configured firewalls and encryption protocols for client systems, reducing security breaches by 50%.
- Developed Python scripts to automate system diagnostics, reducing troubleshooting time by 30%.
Languages
- Arabic (Fluent)
- English (Fluent)
- French (Proficient)
Languages
English
Upper Intermediate
B2
French
Intermediate
B1
Arabic
Proficient
C2
Spanish
Beginner
A1
Timeline
IT and Cybersecurity Specialist
MOMEDONA
02.2025 - 10.2025
Smartphone Repair & Diagnostics Training
Phone Genie
01.2021 - 01.2022
IT Intern
Operating Media
05.2019 - 09.2021
English Studies -
UNIVERSITY OF ABDELMALEK ESSAADI
01.2018 - 01.2026
Founder & Lead IT Specialist
Phone G'ADGET, Star GSM, Electro Tool
01.2015 - Current
Freelancer
Fiverr, Upwork, Khamsat
01.2015 - Current
English Studies -
UNIVERSITY OF DHAR EL MEHRAZ
01.2015 - 01/2016
High School Degree -
MOULAY SMALL HIGH SCHOOL
Google – Technical Support Fundamentals -
Coursera