Youcef Rezzak
Incident & Knowledge Manager | ITIL | ServiceNow & SMAX | Python & Odoo ERP | Power BI Analytics | Driving SLA & Business Process Efficiency
Salaire / Taux journalier
Poland, Maine 04274, États-Unis
Freelance, ouvert au CDI
Expertises
À propos
Introduction
IT professional with expertise in IT service management, software engineering, and business applications. Proven record of improving SLA compliance from 67% to 96% within 3 months and supporting 2,000+ enterprise users. Skilled in ITIL-based incident & knowledge management, ServiceNow, Micro Focus SMAX, Odoo ERP development, Python programming, REST APIs, and Power BI analytics. Experience spans managing high-volume incidents, developing ERP modules, automating workflows, and delivering scalable solutions. Recognized as a top performer for driving efficiency, reducing bugs by 30% through automated testing, and enabling data-driven decision-making. Passionate about leveraging technology to improve processes, empower teams, and deliver measurable business value. Open to opportunities in ITSM, service delivery, ERP/Software engineering, and data-driven roles.
Expérience de travail
Capgemini
avr. 2023 - Présent
3 ans 7 mois
Lublin, Pologne
Incident and Knowledge Manager
mars 2024 - Présent
2 ans 8 mois
Lublin, Pologne
- Manage the incident lifecycle, ensuring timely assignment, tracking, and resolution within SLA, and improved SLA compliance from 67% to 96% within 3 months by coordinating technical teams and optimizing workflows. - Developed an Outlook-to-SMAX automation that converts emails into tickets, auto-assigns them, and pre-populates resolution fields, reducing manual triage and logging time. - Maintain and optimize knowledge base articles to enhance self-service and support efficiency. - Monitor KPIs and report on incident trends to drive continuous improvement.
Computer Specialist
avr. 2023 - mars 2024
1 an
Varsovie, Pologne
- Delivered IT support for hardware, software, and enterprise applications across 2,000+ users, maintaining a 95%+ customer satisfaction rate. - Installed and configured applications, accounts, and system access, ensuring full compliance with IT security policies. - Diagnosed and resolved technical issues, reducing average resolution time by 20% and minimizing downtime for end users. - Recognized as top performer of the team 5 times for consistently exceeding support and service delivery expectations.
Junior python developer
SIG Service
nov. 2021 - oct. 2022
1 an
Alger, Algérie
- Designed, developed, and maintained Odoo modules and REST APIs, improving system performance and functionality for 5+ business clients. - Contributed to project planning, deployment, and client delivery, ensuring on-time completion of development milestones. - Implemented automated testing and technical documentation, reducing post-deployment bugs by 30% and streamlining knowledge transfer.
Data Science Intern
CERIST
janv. 2021 - déc. 2021
1 an
Alger, Algérie
Fake News detections, using deep learning techniques, starting with data preprocessing using text polarity and T tests, then training an LSTM model on the data, and finally using the AUC-ROC score to evaluate the model
Web Development Intern
Al Salam Bank Algeria
sept. 2019 - janv. 2021
1 an 5 mois
Dely Ibrahim, Algérie
Development of a management software for the social works department where i got familliar with the department's operating processes and some accounting concepts and came up with a solution developed under the MongoDB, Express, Angular, NodeJS stack, using Postman.
Software Engineer Intern
EPTV Algérie
janv. 2019 - mai 2019
5 mois
Oran, Algérie
2 softwares developed for stock management and human resources management. Learned the workflow of the stock service and the human resources department. A C# solution using SQLServer.
Formation
Społeczna Akademia Nauk
Master's degree, IT Management
2023 - 2025
2 ans 6 mois
CESI Ecole d'Ingénieurs
Manager de systemes d'informations, Informatique
2018 - 2021
4 ans
Université Abdelhamid Ibn Badis
Licence, Informatique
2015 - 2018
4 ans
Lycée Houari Mahfoud
Bac, Maths
2012 - 2015
4 ans
Licences et certifications
Licence en Systems Informatiques
Délivré le : juin 2018