Mohamed Fawzi Hassouni

– Served as a second-line IT support engineer for specific European Commission services, addressing user and developer requests, needs, and issues. – Provided second-line support using ServiceNow and Jira ticketing systems. – Acquired proficiency in utilizing ServiceNow for efficient exports and seamlessly linking processes with developers' epics on Jira. – Created comprehensive documentation to enhance knowledge sharing and facilitate smoother issue resolution processes. – Proactively improved proficiency in Commission-specific software, demonstrating adaptability and a commitment to continuous learning. – Conducted thorough testing procedures to identify and address potential issues, ensuring the reliability and efficiency of digital tools. – Added a personal initiative by creating a PowerBI dashboard for a Commission service, offering an insightful overview of ticket data. – Enhanced data presentation for managerial understanding and decision-making. – Successfully resolved issues by communicating with users and developers, adhering to SLA guidelines, leading to commendable Key Performance Indicators (KPIs). – Designed an appealing and user-friendly PowerBI dashboard for a Commission service, providing a comprehensive overview of critical data. – Assisted colleagues by contributing to documentation efforts, ensuring knowledge transfer and collaboration within the team.

– Acted as a business analyst in the solution owner team for the i-Police project, focusing on the global architecture. – Collaborated with internal and external stakeholders to understand and document current business processes. – Organized meetings, conducted interviews, and performed thorough analysis to identify functional and non-functional requirements for i-Police. – Translated user needs into clear and detailed requirements for new platform development. – Performed gap analysis to identify change requests between RFP, BAFO, and other documents. – Supported project planning and tracking activities as a member of the solution owner team. – Helped establish a realistic timeline, identify change requests, dependencies, and potential risks, and monitored project progress against set objectives. – Facilitated coordination between stakeholders, ensuring business needs were met throughout the project and facilitating internal communication. – Created BPMN diagrams to identify processes and share them with stakeholders. – Created templates and pages on Confluence to document the project. – Created a matrix of requirements, functionalities, and gap analysis to identify change requests. – Utilized tools such as Entreprise Architect (EA SPARX), Camunda, Atlassian (Jira and Confluence), and MS Office 365.

– Led a project to transform the certification process for individuals undergoing visual checks of GSK vaccines, addressing previous manual calculations and complex criteria. – Collaborated with stakeholders to understand requirements and constraints of the certification process. – Used Figma to design the user interface and overall concept of the certification tool, prioritizing usability, efficiency, and adherence to new criteria. – Developed the automated certification tool using VBA in Excel, coding logic to compare trainee responses to a database, perform calculations, and determine success criteria. – Tested and debugged the tool to ensure accuracy and reliability. – Created a prototype of the certification tool to demonstrate its functionality and usability. – Conducted user testing sessions with certifiers to gather feedback and identify areas for improvement. – Created a user guide to support trainers and new users. – Delivered a solution that satisfied certifiers and management, significantly saving time and increasing productivity. – Enhanced confidence in corrections due to automation, replacing previous manual processes.

– Designed and developed a centralized recipe platform (Design Thinking Framework) for the Nespresso e-commerce site. – Created a user-friendly interface for original Nespresso recipes. – Collaborated with stakeholders to gather requirements, benchmark, and understand desired user experience. – Designed the platform to showcase recipes and allow customers to easily navigate and discover recipes based on filters (e.g., latte, iced coffee). – Developed the platform using appropriate web technologies and ensured seamless integration with the existing e-commerce site. – Implemented a recipe creation solution for the marketing team to facilitate internal recipe creation. – Collaborated with the team to understand their needs and challenges in recipe creation. – Designed and developed a system/tool to streamline the recipe creation process, making it efficient and user-friendly. – Enabled the marketing team to create and publish new recipes easily and quickly. – Delivered a solution after scratch design and development with a web programming agency. – Contributed to increased customer and prospect loyalty. – Identified opportunities to increase site conversion rate.