Zakaria Makboul

Project Manager

Customer Success Manager

Rabat, Rabat-Salé-Kénitra, MA

Monday.com

Automation

IT Support

Scheduling

Planning

Available for hire fromNegotiable

Contracts

Results-Driven ITSM Consultant Committed to Operational Efficiency

Experienced IT Consultant specializing in IT Service Management (ITSM) and process automation. I help organizations streamline their operations by implementing efficient workflows and leveraging automation to reduce manual tasks. With a strong foundation in IT delivery and a client-focused approach, I’m passionate about delivering solutions that enhance productivity and drive measurable results. Outside of work, I enjoy diving into the latest tech innovations and staying ahead in the world of IT.

Projects

ITSM for a Building Company

Implemented an IT Service Management solution tailored for a building company, enhancing operational efficiency and improving incident response times. Integrated key ITIL practices and automation to streamline service desk processes.See More

ITSM for an Accounting Firm

Developed and deployed an IT Service Management system for an accounting firm, focusing on ticketing, problem management, and asset management. Optimized workflows to ensure seamless support for the firm's critical operations.See More

Designed and implemented a custom CRM system integrated with automation tools for a digital agency.

Designed and implemented a custom CRM system integrated with automation tools for a digital agency. Streamlined client communication, lead management, and reporting, enabling better client relationships and improved internal processes.See More

CRM for an International Speakers Event Planner

Developed a comprehensive CRM system for an international speakers event planner, streamlining the management of speakers, events, and client relationships. Integrated automated workflows for booking, scheduling, and communication, ensuring a seamless event planning process.See More

Work History

Senior IT Consultant - IT Delivery

SMC ConsultingITSM Implementation & Optimization: Leading the implementation of IT Service Management (ITSM) solutions tailored to client needs, improving efficiency across service desk, incident, and change management. Process Automation & Workflow Design: Creating automated workflows that streamline operations, enhance productivity, and reduce manual processes for clients across various industries. Technical Consulting & Solution Delivery: Advising clients on best practices for ITSM tool integration, ensuring seamless delivery of solutions that align with business goals. Remote Client Support & Training: Providing comprehensive training and remote support to clients, ensuring successful adoption and maximum impact of delivered solutions. Data-Driven Decision Making: Leveraging analytics to monitor and refine workflows, continuously improving service quality and client satisfaction.

IT Consultant / Technical Solution Analyst / Service Desk Agent

Econocom MarocJun 2021 - Jun 2024 • 3 yrs 1 mo- Diagnostique du système informatique - Détection des besoins - Proposition de solutions et dorientations - Accompagnement des collaborateurs - Maintenance and modification of two applications (Moodle / limesurvey) for internal clients as well as the modification and installation of two webapps according to the client's request - Creation of an internet application for econocom maroc which makes - The management of the requests of telework - The possibility to program the times of telework for the totality of the collaborators - Creation / Printing / management of signature of PDF (pay slip) of the collaborator - Created a mass mailing solution that offers flexible email format options according to the client's request while respecting security and confidentiality standards - Participated in the onboarding of three agents, one French and two Dutch.

Software Development Engineer

CMR-Caisse Marocaine des retraitesJan 2020 - Feb 2020 • 2 mos- Participate in the creation of a mass mail / sms notification and integration into an existing code base. - Created a web application to manage the entire notification system - Created a custom back office web application for WRC agents, adapted to the personalized use of the notification system according to the customer's requests.

Education

Ecole High-Tech

Engineer's degree, Computer Science2021 - 2024

ISTA NTIC HAY RIAD RABAT

Technicien Spécialisé en Développement Informatique2018 - 2020

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