Achraf El Mouden_Resume


A proactive, trilingual, highly motivated student with a versatile experience in IT especially Information Systems, as well as a very good adaptability and developed interpersonal skills, I know how to make myself available and I am ready to put my innovation and problem-solving skills at the service of a business.

Expériences professionnelles

Senior it technician

Dell Technologies , Casablanca - CDI

De Juin 2019 à Août 2020

- Support of SAP incidents for the EMEA region
- Audit of SAP tickets and daily reporting
- Improved and optimized tickets handling by designing an Excel tool
- Training of the Helpdesk team on the process to follow for SAP

Technical support senior associate

NTT Data , Casablanca - CDI

De Septembre 2018 à Mai 2019

- First level technical support: reception and handling of incoming calls (English and French)
- Assign incidents to functional teams concerned
- Management of new service requests

Environment: Windows Server 2012 R2, SCCM, Active Directory, Office
365, Salesforce, Citrix, SAP, Business applications based on Linux

Formations complémentaires

Master 2 Financial and Accounting Management

National School of Management of Tangier - Gestion Financière et Comptable

2012 à 2017

ERP , Budget and forecast Management, Database Management, Accounting, Financial Management

Certificat of completion

Linkedin Learning - Data Science & Analytics

2019 à 2020

- Data Science & Analytics Career Paths
- SAP ERP Essential Training

Parcours officiels

IAE Grenoble – Master Management des Systèmes d'Information – Parcours Advanced ReseArch in Management of Information Systems - Recherche – 2021 – Formation Initiale


Français - Courant

Anglais - Courant

Arabe - Langue maternelle

Espagnol - Technique

Allemand - Notions

Chinois - Notions


Gestion des Incidents IT
Macros VBA et formules complexes
Power BI

Centres d'intérêt

  • Reading
  • traveling
  • personal development