Mostapha SOUNA

Achievements : - Optimized Remote Support: Used remote tools to quickly resolve user issues. - Enhanced User Experience: Guided users through troubleshooting, improving satisfaction. - Achieved Rapid Response: Promptly addressed support requests, reducing wait times. - Efficient Issue Resolution: Resolved software issues effectively, ensuring smooth operations. - Streamlined Incident Management: Managed and resolved incidents, reducing downtime. - Advanced Problem-Solving: Escalated complex issues for timely resolution. - Secure Access Management: Handled password resets and recovery, ensuring security. - Implemented Access Controls: Managed user accounts and permissions. - Optimized Network Connectivity: Configured and troubleshot Wi-Fi, LAN, VPN. - Strengthened Network Collaboration: Worked with network teams to fix connectivity issues. - Enhanced Documentation: Updated technical guides and documentation. - Developed Knowledge Base: Created and maintained a comprehensive knowledge base. - Improved Collaboration: Resolved IT issues across departments effectively. - Proactive Communication: Kept users informed about request statuses. - Maintained Security: Ensured up-to-date antivirus and malware protection. - Prevented Incidents: Recommended measures to avoid future issues. - Resolved Application Issues: Diagnosed and fixed software application problems. - Supported Software Management: Assisted with software installations and updates. - Mentored Team: Provided guidance to junior IT staff, improving team performance. - Updating software to address security risks and ensure compliance with company security standards. - Applying and patching security vulnerabilities to maintain system integrity. - Managing and monitoring the proxy server to ensure uptime, correct user profiles, and proper configuration across all devices. - Making sure that the companie's IT infrastructure is aligned with the organization’s security strategy and compliance requirements.

Achievements : - Resolved Level 1 and 2 Incidents: Successfully handled and resolved a wide range of technical incidents, enhancing overall support efficiency. - Efficient Machine Image Deployment: Expertly deployed machine images using SCCM, streamlining setup processes and reducing deployment time. - Optimized Hardware Allocation: Effectively managed hardware requests, ensuring timely and accurate allocation to meet production needs. - Delivered Reliable Technical Support: Provided comprehensive technical support to users in production, improving system reliability and user satisfaction.

As a Cybersecurity Instructor at GoMyCode, the honor lies in leading and mentoring cohorts in the “Cybersecurity – CompTIA Security+” program. Delivered hands-on training in cybersecurity fundamentals, threat analysis and incident response. Guided learners through practical labs and a capstone simulation, resulting in improved student performance and placement outcomes. Developed and integrated SIEM and active-defence modules into the curriculum.

Achievements : - Enhanced IT Infrastructure: Successfully managed cabling and maintenance, ensuring optimal performance of IT systems. - Streamlined Device Management: Expertly installed and maintained printers, user computers, and scanners, improving operational efficiency. - Efficient Incident Handling: Resolved IT equipment and software issues swiftly, enhancing user satisfaction and minimizing downtime. - Upgraded IT Hardware: Effectively replaced and updated hardware, ensuring up-to-date and reliable technology for users. - Improved Patient Platform Support: Collaborated with the responsible team to resolve patient platform issues, enhancing system reliability and user experience. - Ensured Data Security: Adhered to strict data security and confidentiality procedures for the patient platform, safeguarding sensitive information. - Active Team Collaboration: Contributed to team meetings, addressing and resolving technical problems, leading to more effective solutions. - Optimized Technical Documentation: Documented problems and solutions to streamline future technical support, facilitating quicker resolutions.

AL Adarissa Fes Mixed Professional Training Centre - The Office of Professional Training and Work Promotion (OFPPT) FES