Oussama Jaàbari

Provide Level 2 technical support to external users and clients. Answer incoming technical support calls and assist users with troubleshooting platform issues. Investigate and resolve technical incidents using ServiceNow for incident and request management.

IT Consultant Support at Pulse Digital Maroc | Dentsu Tracking Ops & Support (2023-11 – Present)

• Provide Level 2 technical support to external users and clients.
• Answer incoming technical support calls and assist users with troubleshooting platform issues.
• Investigate and resolve technical incidents using ServiceNow for incident and request management.
• Analyze JSON messages and event data to diagnose and resolve platform-related issues.
• Perform SQL queries to investigate and resolve data inconsistencies or operational problems.
• Work with AWS tools (CloudWatch, DynamoDB) to monitor logs and investigate system behaviour.
• Manage and track incidents, service requests, and change tickets to ensure proper resolution and follow-up.
• Support applications within the transportation, logistics, and supply chain tracking environment.
• Collaborate with cross-functional teams to ensure efficient resolution of complex technical issues.

IT Support Technician at IT Departement, Kenzi Menara Palace (2023-06 – 2023-11)

• System administration (Windows Server 2012, antivirus solutions, backups, and network services)
• Ensured the proper functioning of hotel management systems (Opera, Micros)
• Troubleshot and resolved hardware, software, network, and system incidents
• Managed IT assets, including PCs, printers, and incident tracking
• Provided technical support and end-user assistance across multiple departments
• Supported Synology NAS storage systems and Ubiquiti UniFi wireless infrastructure

Intern in the IT Department as a Network Administrator at Marjane Massira (2022-09 – 2022-11)

• Provided technical support for hardware, software, and IT-related issues
• Diagnosed and resolved system, application, and connectivity problems
• Collaborated with IT teams to maintain and optimize IT infrastructure
• Ensured the availability and reliability of IT services and systems
• Assisted end users and supported business operations through effective IT solutions

Bachelor's Degree in Computer Science – Private University of Marrakech (2022 – 2023)

Specialized Network Technician in Network Technology – Specialized Institute of Applied Information and Communication Technology (NTIC) Sidi Youssef Ben Ali (2020 – 2022)

1st Year in Physics, Chemistry – The Faculty of Sciences Semlalia (2018 – 2019)

High School Diploma in Physics – Al Maghrib Al Arabi High School (2017 – 2018)