Othmane Louardy
Broomfield,CO
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Pension Benefit Guaranty Corporation
01.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Improving customer satisfaction from 73% to 96%.
- Managed high levels of call flow and responded to technical support needs.
- Perform systems administration for Office 365, Active Directory, and workstations.
- Managed Device Operations and security.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up workstations for employees.
Desktop Support Technician
Astreya at Google
Boulder, CO
10.2022 - 01.2024
- Configure and maintain laptops and desktops imaged with Windows 10, 11, and Mac OS, including advanced hardware/software troubleshooting.
- Diagnose and troubleshoot hardware, software, and network issues on laptops and mobile devices.
- Manage and resolve support tickets within established SLAs, ensuring timely and effective resolution of technical issues.
- Assist with user identity and access management, including password resets and permissions.
- Perform systems administration for Google workspace's account directory, and workstations.
- Managed Device Operations and security.
- Workstation setup and cable management
Sous Chef
Boulder Community Health
09.2021 - 08.2022
- Ensure proper culinary standards and techniques are in place in preparation for food items.
- Lead a team of 8 kitchen staff members, ensuring smooth operations and high-quality food production.
- Implement cost-effective inventory management practices to reduce waste.
- Develop menu items utilizing seasonal ingredients and considering dietary restrictions.
- Managed food preparation tasks during high-volume service periods, ensuring all orders were executed in a timely manner without sacrificing quality or presentation standards.
- Trained kitchen staff to perform various preparation tasks under pressure.
Chef
Peaks at Old Laramie Trail
Lafayette, CO
03.2020 - 08.2021
- Coordinated daily menus and recipes for residents.
- Trained kitchen personnel.
- Maintained kitchen sanitation and safety standards.
- Collaborated with senior home staff to guarantee resident satisfaction with meals and accommodate requests.
- Placed orders to restock items before supplies ran out.
- Trained kitchen staff to perform various preparation tasks under pressure.
Education
Associate Degree - Law And Legal Studies
Mohammed V University
Rabat07-2013
Skills
- Ticketing System (ServiceNow, Jira, SAP, Freshdesk, Spice Works)
- 15 years Customer service
- Troubleshooting via email/ chat/ phone/ Open tickets
- Technical Support: Windows & Mac OS, Active Directory, VPN Troubleshooting, Remote Desktop Services, Helpdesk Support Software and Hardware Diagnostics
- Networking: LAN/WAN, TCP/IP protocols, Switches/Routers Configuration, Wireless Networking, Network Security, VOIP
- Software & Tools: Microsoft Office Suite, Office 365, SharePoint, VMware, Antivirus Software, Backup Solutions
- Programming & Scripting: PowerShell, Bash, Python (Basic), SQL Queries
Certification
Comptia A+
Google IT support specialist
Jamf Pro
Microsoft 365 Fundamentals Specialization
Languages
English
Full Professional
Arabic
Full Professional
French
Professional Working
Timeline
IT Support Specialist
Pension Benefit Guaranty Corporation
01.2024 - Current
Desktop Support Technician
Astreya at Google
10.2022 - 01.2024
Sous Chef
Boulder Community Health
09.2021 - 08.2022
Chef
Peaks at Old Laramie Trail
03.2020 - 08.2021
Associate Degree - Law And Legal Studies
Mohammed V University
Hobbies and Interests
Podcasts, Technology, Fitness.
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