HASSAN EL BAHIDI
IT Support and Data Analytics Consultant
Montreal
Profil professionnel
Experienced professional with over 18 years in Information Technology and Industrial Production sectors Practical expertise across multiple domains, including data analysis, reporting, project management and development Project management, team leadership, effective communication, critical thinking and problem-solving Languages: English, French and Arabic
Vue d'ensemble
18
18
years of professional experience
Expérience
Senior Consultant - Innovation Team
CGI INC
Montreal
2022.01 - 2025.01
- Developed Python scripts to automate repetitive tasks, increasing operational efficiency and reducing manual errors.
- Contributed to the development and enhancement of applications such as MPUD and SMIT, driving process improvements and innovation in operational workflows.
- Collaborated with cross-functional teams to integrate new technologies and streamline business processes.
- Supported data-driven innovation initiatives by leveraging analytics and automation tools to identify opportunities for continuous improvement.
Senior Consultant - Reporting Team
CGI INC
Montreal
2017.01 - 2022.01
- Designed and developed interactive dashboards using Power BI to support data-driven decision-making across departments.
- Built real-time monitoring dashboards in Grafana by integrating various data sources (e.g., MySQL, APIs, Prometheus).
- Automated recurring reports and optimized data queries to improve reporting efficiency and performance.
- Implemented role-based access and data security policies in BI tools.
- Provided training and support to business users on Power BI and Grafana usage.
- Documented reporting processes, data models, and dashboard logic for knowledge sharing.
- Advised on best practices for visual analytics, KPI tracking, and performance monitoring.
Queue Manager (QM) & Service Restauration Manager
CGI INC
Montreal
2008.01 - 2017.01
- Monitored and managed incoming support requests and incident queues to ensure timely resolution and adherence to SLAs.
- Prioritized, assigned, and tracked tickets across technical teams using ITSM tools such as ServiceNow.
- Coordinated resource allocation to balance workload and optimize team productivity.
- Analyzed queue data and performance metrics to identify bottlenecks and recommend process improvements.
- Communicated effectively with users and stakeholders to provide updates and manage expectations.
- Maintained documentation of queue management procedures and best practices to standardize workflows.
- Supported training and onboarding of new team members on queue handling and ticket management processes.
Technical Support Technician
CGI INC
Montreal
2007.01 - 2008.01
- Provided Level 1 and 2 technical support for hardware, software, and network issues across Windows and Mac environments.
- Diagnosed and resolved user incidents via phone, email, and ticketing systems (e.g., ServiceNow).
- Installed, configured, and maintained computer systems, printers, and peripherals.
- Ensured timely follow-up and resolution of tickets in accordance with SLAs.
- Created and updated technical documentation and user guides.
- Delivered remote and in-person technical assistance to internal teams.
Formation
AEC - Artificial Intelligence Specialist
CDI College
2024.03 -
Technical and Programming Studies - Informatique
Best Institute
Economic and Social Sciences - Science Economique
Hassan II University
Compétences
Data Analysis
Generative AI
Grafana
Power BI
Python
Microsoft Tools
Information Portal
ServiceNow / ITSM Ticket System
Smart Reporting Tools
MySQL
HTML/CSS Coding
PowerShell
User Support
Informations complémentaires
- Photography
- Reading
- Volunteer at the Darlington Cultural Center Association
- Passion for world cuisines
- Playing soccer for 30 years
Languages
English
Courant
French
Bilingue
Arabic
Bilingue
Chronologie
AEC - Artificial Intelligence Specialist
CDI College
2024.03 -
Senior Consultant - Innovation Team
CGI INC
2022.01 - 2025.01
Senior Consultant - Reporting Team
CGI INC
2017.01 - 2022.01
Queue Manager (QM) & Service Restauration Manager
CGI INC
2008.01 - 2017.01
Technical Support Technician
CGI INC
2007.01 - 2008.01
Technical and Programming Studies - Informatique
Best Institute
Economic and Social Sciences - Science Economique
Hassan II University