IDRISS AMMOUR

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Operations, Project Coordination & IT Support

Organized operations and helpdesk professional with a software engineering background.

I support teams with project follow-up, troubleshooting, documentation, task tracking, and service improvement across operations, customer support, and technical workflows.

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About

Organized and adaptable professional with experience across operations, project coordination, IT support, helpdesk, and customer service. Skilled in troubleshooting user issues, maintaining accurate documentation, tracking tasks and progress, and working across teams to improve workflows and service quality, with hands-on exposure to 5S, process improvement, quality control, multilingual communication, and software engineering.

Professional Experience

Project Manager — Premium Rubber, Arnhem (Remote)

May 2025 - Jan 2026

  • Planned and coordinated project activities to support on-time delivery and smooth execution.
  • Communicated with stakeholders, teams, and clients to track progress, resolve issues, and maintain alignment.
  • Maintained project documentation, schedules, and status updates to improve visibility and workflow efficiency.
  • Identified operational issues and supported practical solutions to reduce delays and strengthen follow-up.

Operator & PPA — Sherwin-Williams, Lelystad

Apr 2023 - Mar 2025

  • Supported daily operations in a manufacturing environment while maintaining workflow, safety, and quality standards.
  • Applied 5S principles to improve workplace organization, efficiency, and operational discipline.
  • Reported issues promptly and supported timely resolution to minimize disruption.
  • Followed standard procedures and maintained accurate records to support operational reliability and continuous improvement.

Quality Control Supervisor — Tixee, Kyiv

Apr 2021 - Feb 2023

  • Audited case handling for accuracy and compliance, helping improve process reliability.
  • Redesigned SOPs, increasing data-processing efficiency by 9%.
  • Monitored reporting accuracy, reduced complaint rates, and improved transparency across operations.

Customer Support Agent — Tixee, Kyiv

Feb 2021 - Mar 2021

  • Provided support by phone, chat, and email, resolving issues with a strong first-contact focus.
  • Assisted customers with system updates, service requests, and technical troubleshooting.
  • Maintained accurate CRM records and ensured cases were documented consistently and in line with SLA expectations.

Digital Marketing Specialist — Click On Solutions, Kyiv

Feb 2020 - Feb 2021

  • Managed data-driven campaigns and used analytics to improve online visibility.
  • Updated and digitized client business information across platforms to improve accuracy.
  • Produced reports and documentation to support client communication and delivery.

Projects

MHG Security & Services

mhgss.com

Built and deployed a Next.js web app with modular architecture, middleware, and security-focused improvements, then released it on Vercel.

Premium Rubber

premiumrubber.eu

Built a production-ready Next.js, TypeScript, and Tailwind site with Firebase integration, SEO improvements, and Google tag analytics.

Alimexport

alimexport.com

Built and launched a wholesale catalog web app with an organized data structure and direct seller contact workflow.

Education

Igor Sikorsky Kyiv Polytechnic Institute, Kyiv, Ukraine

Graduated Jun 2023

B.Sc. in Software Engineering (IT)

Skills

Operations & Project Coordination

  • Project follow-up, stakeholder communication, and reporting
  • Workflow improvement, process documentation, and SOP updates
  • 5S and day-to-day operational coordination

IT Support & Helpdesk

  • Troubleshooting, user support, ticket handling, and escalation
  • Issue tracking, remote assistance, and technical follow-up
  • Email, chat, and phone support with accurate case handling

Tools & Platforms

  • Office 365, Microsoft Office, Windows 10/11, and macOS
  • Jira, Zendesk, TeamViewer/AnyDesk, Zoom, and CRM systems
  • Git/GitHub, Vercel, and Firebase

Technical

  • HTML, CSS, JavaScript, and TypeScript
  • React and Next.js
  • SEO basics and analytics tagging

Languages

  • English (Advanced)
  • French (Professional)
  • Arabic (Fluent)
  • Russian (Intermediate)
  • Spanish (Basic - Conversational)