ZAKARIA LAFHEL
Scarborough
Summary
Dynamic and customer-focused IT professional with a passion for providing exceptional technical support and troubleshooting expertise. Seeking a challenging role in a dynamic help desk environment where I can utilize my strong communication skills and technical knowledge to resolve issues efficiently, improve user experience, and contribute to the success of the team
Overview
2
2
years of professional experience
Work History
Financial Analyst
tcs service
Toronto
06.2024 - Current
- Receive telephone calls and assist clients experiencing problems with their security systems and worked night (3rd) shift 10 pm-08 am Monitored all security systems for any alarms and dispatched accordingly.
- Provided critical information to the emergency service department.
- Completed miscellaneous data entry and projects as assigned.
- Monitor commercial and residential burglary and fire alarms, dispatch police/fire departments when necessary, and perform data entry.
- Provide language support to international teams, fostering collaboration and understanding across language barriers.
- Serve as a bilingual liaison between English and French-speaking clients, ensuring clear and accurate communication.
Monitor
bell alarm system
Toronto
11.2023 - 01.2024
- Partnered directly with the executive team as the first data hire to formulate and report on KPIs across their web properties that received 225M visitors annually using SQL and Google Sheets.
- Built a logistic regression model to help the SEO team decide which keywords to target, resulting in a 15% lift in YoY site visitors in 2018DRAFT.
- Collaborated with product managers to perform cohort analysis that identified an opportunity to reduce pricing by 22% for a segment of users to boost yearly revenue by $730K.
- Developed root cause reports addressing problems with customer conversions, successfully revealing insights that boosted conversions by 32%.
- Provide technical support to customers via phone, email, and live chat, troubleshooting a wide range of issues including browser compatibility, software functionality, and network connectivity.
- Implemented browser troubleshooting practices to diagnose and resolve issues such as slow page loading, broken links, and browser crashes, resulting in a 25% decrease in customer-reported browser-related incidents.
Education
B.S - Industry Engineering
IIHEM, School of Engineering Technology
MBA - Supply Chain & Operation
Southern New Hampshire
Boston, USAComputer Science Diploma -
Boreal College, School of Engineering Technology and Applied Science
Toronto, OntarioSkills
- HTML5
- CSS3
- JavaScript
- C#
- Typescript
- Java
- Python
- Angular
- Remix
- Node JS
- Express JS
- MySQL
- SQLite
- Windows
- MacOS
- Linux
Websites
Languages
Fluent (Native/Bilingual Proficiency), Fluent (Proficient)
Timeline
Financial Analyst
tcs service
06.2024 - Current
Monitor
bell alarm system
11.2023 - 01.2024
B.S - Industry Engineering
IIHEM, School of Engineering Technology
MBA - Supply Chain & Operation
Southern New Hampshire
Computer Science Diploma -
Boreal College, School of Engineering Technology and Applied Science