Open To Work
Helmi Saidani
Summary
Technical Support and Product Operations Specialist with 5+ years’ experience across telecommunications, SaaS, and digital platforms. Skilled in IT troubleshooting, QA testing, and content moderation. Adept at leveraging tools like Jira and Salesforce to optimize workflows, enhance product quality, and ensure high service standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Community Safety Representative
TELUS Digital
08.2025 - Current
- - Monitored and enforced online safety policies for social media platforms.
- - Collaborated cross-functionally to streamline content moderation workflows.
- - Reduced policy violation turnaround time through improved triage processes.
Freelance IT Technician
07.2020 - Current
- - Provided hardware/software maintenance, translation, and LiDAR mapping services.
- - Conducted remote diagnostics and implemented issue resolution workflows.
- Remote
Product Specialist
TELUS Digital
01.2024 - 09.2025
- - Managed QA testing of pre-release features, ensuring functionality and reliability.
- - Supported operations and product teams using Jira and Salesforce for issue tracking.
- - Enhanced workflow efficiency by developing reporting and feedback mechanisms.
Customer Service Specialist
TELUS Digital
03.2022 - 01.2024
- - Delivered technical and service support to enterprise clients.
- - Maintained 95%+ customer satisfaction through effective problem resolution.
- - Utilized CRM systems to track, report, and resolve customer issues efficiently.
CARE Specialist
Cimpress
11.2018 - 03.2019
- - Resolved customer issues and inquiries primarily through the email channel, ensuring timely and effective communication.
- - Coordinated workspace activities, including scheduling reminders, appointments, and task monitoring for optimal customer followup.
- - Maintained a keen awareness of customer needs to prevent potential financial losses, enhancing overall customer satisfaction.
Technical Support Specialist
DirectLines
12.2017 - 06.2018
- - Provided Tier 1 technical support for Bouygues Telecom optic fiber network.
- - Managed inbound technician calls, ensuring accurate data tracking.
- - Maintained network service logs and contributed to weekly performance reports.
IT Service Desk - Internship
Ministry of Health
06.2017 - 10.2017
- - Delivered IT support and system maintenance for regional hospital staff.
- - Handled installation, troubleshooting, and escalation of IT issues.
- - Improved incident response efficiency through system monitoring and reporting.
Education
Vocational Certificate - Culinary Arts
Vagatop
01.2021
Diploma - IT/Microsystems Maintenance Technician
Infoplus
01.2016
High School Diploma - Economics
Lycée El Bhira
01.2014
Skills
- Technical: Jira, Salesforce, Atlassian, Windows OS, Networking, QA Testing Support & Process
- CRM Systems, Incident Management, SLA Reporting, Workflow Optimization
- Communication: Bilingual (Arabic, English), Documentation, Cross-Functional Collaboration
Certification
- CCNA 1
- Google IT Support Certificate
Languages
French
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Community Safety Representative
TELUS Digital
08.2025 - Current
Product Specialist
TELUS Digital
01.2024 - 09.2025
Customer Service Specialist
TELUS Digital
03.2022 - 01.2024
Freelance IT Technician
07.2020 - Current
CARE Specialist
Cimpress
11.2018 - 03.2019
Technical Support Specialist
DirectLines
12.2017 - 06.2018
IT Service Desk - Internship
Ministry of Health
06.2017 - 10.2017
Diploma - IT/Microsystems Maintenance Technician
Infoplus
High School Diploma - Economics
Lycée El Bhira
Vocational Certificate - Culinary Arts
Vagatop