Oussema

I am an IT support and customer service professional with experience resolving hardware, software, access, networking, and SaaS platform issues. I support users through phone, chat, email, and ticketing systems, with a focus on clear communication, efficient troubleshooting, and reliable resolution. My experience includes Salesforce support, ServiceNow, ticket and case management, workstation configuration, user access management, SAP NetWeaver support, and remote assistance tools such as AnyDesk and TeamViewer. I have worked in industrial, retail, telecommunications, and customer support environments, handling incidents, supporting connected devices, maintaining operational continuity, and assisting users with technical issues. I bring a customer-focused mindset, strong problem-solving skills, and the ability to prioritize incidents, collaborate with technical teams, and document solutions clearly. I am comfortable supporting Level 1 and Level 2 issues and helping users maintain productive, stable workflows.