Zaki Bouthiba
About Zaki Bouthiba
Zaki Bouthiba is a Service Desk Analyst at Soroc Technology in Montreal, Canada, where he has worked since 2018. He has a diverse background in customer service and technical support, with previous roles at companies such as Future Shop, Aon Hewitt, and IBM.
Work at Soroc Technology
Zaki Bouthiba has been employed at Soroc Technology as a Service Desk Analyst since 2018. In this role, he is responsible for dispatching technicians to resolve P1 incidents within a four-hour timeframe, specifically for financial institutions and petroleum stations. He performs network and application infrastructure monitoring, ensuring that systems operate efficiently. Bouthiba also leads a team to maintain adherence to Service Level Agreement (SLA) standards. His contributions include creating and updating a practical knowledge base that significantly reduced search and call times.
Previous Employment Experience
Before joining Soroc Technology, Zaki Bouthiba held several positions in various organizations. He worked at Future Shop as an Expert en produit: audio for four months in 2012. He then served as a Case Administrator at Aon Hewitt Canada for ten months in 2016-2017. His experience also includes a role at MAPFRE ASSISTANCE as Chargé des opérations d'assistance for one year, and at NCO Group as a Bilingual Collection Agent for three years. Additionally, he worked at IBM as a SIS Support Agent for nine months in 2018 and at Sun Life Financial in the Dealer department for six months in 2017.
Education and Expertise
Zaki Bouthiba pursued his education in translation and interpretation. He studied at Université d'Alger, earning a BAC en traduction et interprétation from 2006 to 2010. He furthered his studies at Office de traduction 'OPTIMA', where he completed a practical stage in translation focusing on technical, medical, marketing, and communication fields from 2007 to 2009. Additionally, he studied at the Canadian Securities Institute, achieving CSI certification.
Skills and Contributions
In his current role, Zaki Bouthiba has demonstrated his ability to enhance operational efficiency. He developed a customized training program for new employees, enabling them to become autonomous quickly. His initiative in creating and updating a practical knowledge base led to a 65% reduction in search time and a 45% decrease in call times. These contributions reflect his commitment to improving service delivery and operational processes.