Mehdi Benchalal

Deliver expert technical support to employees, resolving hardware, software, and network issues to minimize downtime and enhance operational efficiency.

Install, configure, and troubleshoot a wide range of IT equipment, including computers, printers, and mobile devices, ensuring optimal performance for 50+ users.

Ensure the smooth operation of critical business systems, including inventory, sales, and logistics software, maintaining data integrity and system availability.

Manage user accounts, access rights, and security settings across various platforms, bolstering system security and compliance.

Conduct basic training sessions for staff on essential IT tools and best practices, improving user proficiency and reducing support requests.

Supported a broad portfolio of products, including Jetpack, Jetpack CRM, WP Job Manager, Akismet, and SenseiLMS, resolving complex issues for thousands of users via email and forums.

Identified and scored vulnerabilities on WordPress plugins and themes reported to WPScan, proactively notifying vendors (Envato/WP.org) to enhance user security.

Investigated and resolved critical issues with Local WP and Pressable sites, consistently reporting bugs and contributing to solutions on GitHub.

Contributed to and led mini-projects, such as Jetpack Onboarding Calls, improving user adoption and engagement by 15%.

Participated in sales-focused initiatives through live chat and email, recommending products that resulted in a 10% increase in conversions.

Utilized ZenDesk, Slack, and Burp Suite for efficient issue tracking, communication, and vulnerability analysis.

Developed and updated comprehensive documentation for various Jetpack features, improving self-service resolution rates by 20%.

Trained and onboarded new hires and support rotations, ensuring consistent service quality and knowledge transfer across the division.

Responded to 50+ player queries and reports daily on ZenDesk, maintaining a high level of customer satisfaction.

Analyzed game server logs to accurately assess player claims and technical issues, facilitating rapid problem resolution.

Monitored update channels (Slack, Trello) and ticket trends hourly to proactively address potential spikes and maintain service stability.

Provided multilingual support in both French and English, catering to a diverse international player base.

Configured and managed cPanel accounts on WHMCS for new and existing customers, ensuring seamless service activation.

Installed and set up WordPress for clients on LiteSpeed and WordFence environments, optimizing website performance and security.

Troubleshot website crashes and escalated complex issues to L2 support, minimizing downtime and improving site reliability.

Provided comprehensive email and ticket support for after-sales inquiries, leveraging ZenDesk to address customer concerns and provide informative solutions.

Handled live chat pre-sales queries using Tawk.to, guiding potential customers through service offerings and increasing conversion potential.