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Mario Bou Zakhem, Incident & Maintenance coordinator

Mario Bou Zakhem

Incident & Maintenance coordinator·OVHcloud

Lebanon

Master's degree, Computer Science And Engineering

Work experience

Total years of experience: 5 years, 3 months

Incident & Maintenance coordinator

November 2021 - Present

OVHcloud

Paris, France

November 2021 - Present

Management of major incidents and crises, along with maintenance of OVHclouds various products and services.
Coordination with internal teams (Comex members, technical teams, Support, etc.) to ensure rapid resolution of incidents.
Communication with customers, in English and French, about ongoing incidents and planned maintenance.
Real-time monitoring and management of critical alerts.
Preparation of key performance indicators (KPIs) for incidents and maintenance.
Documentation and standardization of the teams internal processes.
Onboarding new colleagues to facilitate their integration and professional development.
Company industry:
IT Services

Systems and networks Engineer internship

March 2021 - August 2021

Groupe Vitale

La Garenne-Colombes, France

March 2021 - August 2021

Management and resolution of Level 2 network incidents.
Configuration of switches and Wi-Fi access points (Cisco, HP).
Support for technicians during various operations on network equipment.
Company industry:
IT Services
Job role:
Information Technology

Systems Engineer internship

August 2019 - September 2019

Byblos Bank

Beirut, Lebanon

August 2019 - September 2019

Management of computer fleets running Windows and Linux.
Backup of client workstation data to a shared folder.
Archiving of emails with EMC SourceOne.
Company industry:
Banking
Job role:
Engineering

Education

Université Antonine

September 2021

September 2021

Master's degree, Computer Science And Engineering

Lebanon

Université de Pau et des pays de l'Adour

September 2021

September 2021

Master's degree, Computer Science And Engineering

France

GPA (point): 4 out of 5

GPA (point): 4 out of 5

Skills

COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPUTER NETWORKS
Intermediate
COMPUTER NETWORKS
Intermediate
COMPUTER SYSTEMS
Intermediate
COMPUTER SYSTEMS
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DOCUMENT PROCESSING
Intermediate
DOCUMENT PROCESSING
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
REACTIVITY
Intermediate
REACTIVITY
Intermediate

Languages

English
Beginner
French
Beginner