Farid Amimri

Delivered L3 support to EMEA enterprise customers on Microsoft Azure, owning complex incidents end to end under strict SLAs, with a CSAT of 4.65/5 • Compute and storage: restored inaccessible VMs and instances failing to start; fixed CPU/RAM bottlenecks, failing Windows/Linux services, full or slow disks, snapshot and attachment failures • Networking: troubleshot unreachable services, blocked ports, firewall and NSG rules, VPN, DNS, DHCP and IP issues • Platform and identity: resolved SSH/RDP authentication, RBAC permission, API, quota and deployment errors using logs, metrics and reproduction • Escalated complex cases to international engineering teams with clear, reproducible reports, and turned recurring issues into internal procedure updates

• Built and shipped client web apps with Next.js (App Router, Server Components, Server Actions), React, TypeScript and Tailwind CSS • Developed APIs with Next.js Route Handlers and Express; secured apps with Auth.js, JWT, cookies and Middleware • Modeled data in PostgreSQL on Neon with Prisma ORM, and in MongoDB • Versioned with Git and GitHub (branches, pull requests); deployed on Vercel with preview deployments and custom domains, and supported clients after delivery

Delivered L1/L2 technical support via Go Assist, consistently meeting or exceeding SLA targets for response and resolution times - Infrastructure & Connectivity: Resolved LAN/WLAN, VPN, and NIC issues, ensuring seamless network availability for remote and on-site users - Incident Management: Managed the full ticket lifecycle using ITSM tools, ensuring accurate documentation and high customer satisfaction (CSAT) scores - Systems & Security: Configured POP/IMAP mail profiles and deployed Swisscom antivirus to maintain endpoint security and data integrity