Aya FILAHI-DRISSI

▸Provide first-contact support for a wide range of IT issues including hardware, software, access permissions, network connectivity, and virtual desktop environments. ▸ Ensure seamless digital experiences for remote and onsite employees by providing clear communication, expert troubleshooting, and proactive issue management. ▸ Take full ownership of incidents, from initial diagnosis to resolution. ▸ Collaborate closely with cross-functional teams to expedite the resolution of complex problems. ▸ Consistently meet and exceed service-level agreements by monitoring ticket progress, prioritizing urgent issues, and keeping users informed throughout the process. ▸ Contributes to IT operations by monitoring service quality, maintaining documentation, and improving support processes. ▸ Deliver exceptional user-centered support with empathy and professionalism, fostering trust and confidence in IT services.

• Successfully delivered numerous projects on time and within budget, enhancing clients' operational efficiency and user engagement. • Implemented complex features and integrations, improving functionality and user experience. • Achieved high client satisfaction through effective communication, project management, and technical expertise.

• Provided technical support for hardware and software issues, troubleshooting and resolving problems efficiently. • Installed and configured computer systems, ensuring optimal performance and security. • Managed and maintained computer networks, addressing connectivity issues and optimizing network performance.

• Designed and Developed a contract monitoring tool. • Involved in the management of automobile insurance contracts, including the collection and recording of client data for contracts.