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Amine Gharbi - ITO GSD Tunis Site Change and Knowledge Manager

High powered knowledge manager who effectively makes things happen, is proactive, balances "analysis" with "doing". has a strong analytical thinking and decisive judgment, analyzes issues and problems systematically, gathers broad and balanced input, draws sound conclusions and translates conclusions into timely decisions and actions.


• Focused on customer satisfaction
• Meticulous attention to detail
• Learning by doing
• Critical and analytic mind
• Proactive personality
• Collaborative leadership


• Played a key role in increasing customer satisfaction ratings index, through improving the content of knowledge database

• Coaching Argentina's change manager (Renault account) for : sharing knowledge between help desk teams and members, developing best practices and process

• Worked closely with Japan's knowledge manager in order to create a common knowledge database for two cars constructors (Renault-Nissan)

• Leading migration from an old knowledge database to a new one, with no impact on the help desk activity (Customer Satisfaction, log rate, SLA ...)

• Increasing the help desk resolution rate through meetings with the on-site teams

• Writing a complete quality process to show help desk team leaders and managers the right path to request knowledge management/database improvment.

Work experience

Jan 2011Present

Change & Knowledge Manager


- Recommend, implement, and administer methods and procedures to enhance Knowledge
Management operations

- Member of the CAB (Change Advisory Board)

-    Mitigating the risk of changing, removing, modifying or adding technical changes in the HD technical documents

-    Creating technical tests (monthly) to control the L1 Agents knowledge level

-    Meeting Customer Change Manager to follow up the progress of RFC (Request for Change) and the demanded deadlines

-    Meeting the “proximity Team” (Technicians who resolve Issue on site) to define what I can improve / add in the Knowledge Database to increase our Resolution Rate

-  Providing E-mentoring support

-    Working with our Colleagues (In Argentina, Japan …) to show them how I manage the Knowledge Database and the Changes (Process, Methedology, Best Practices…)

-    Leading the Knowledge Authors to achieve Customer Requests on time (respecting the deadlines)

-    Validating the final step / approving the Knowledge Objects to be available for the L1 Agents

-    Requesting and following up specific trainings (when needed)

-    Making a 1st analyze regarding the technical Documents before sending them to the Knowledge Contirbutors.

-    I interact with the Customer to find eventual gaps and searching for a technical solution/improvement

-    Helping the ILC (Incident Life Cycle) Team to analyze technical Tickets when refused by other support teams, in order to define responsibilities and corrections (if necessary)

-    Alerting the operational Members when an important RFC may impact our targets (C-Sat,
Log/Resolution Rate, Agents Assimilation…)

- Gather data on user experience and implements plans of action to improve user experiences

Sep 2009Dec 2010

Senior Technical Writer

Sellbytel Group

Designing, creating, and maintaining technical documentation. This documentation includes online help, user guides, design specifications, system manuals, and other documents.

Aug 2008Aug 2009

Technical Helpdesk Agent

Sellbytel Group

Assisting all customers with their questions about any of our supported software and computing platforms / Resolving technical Issues

Jan 2008Aug 2008

Technical Helpdesk Agent


Assisting all customers with their questions about our Internet Services (Network, DNS, Wireless...)


Technical Authoring
Sharepoint Designer
Team Management
Customer Satisfaction
Project Management
ITIL V3 Foundations
Help Desk Support
Knowledge Management
Change Management



Certificate in German for the Professions (Zertifikat Deutsch für den Beruf )

Goethe Institut

Bachelor of Technology (B.Tech.)

Université Centrale Privée d'Administration des Affaires et de Technologie

Degree in German language

Bourguiba Language Institute


Knowledge Database Migration (July 2014 - October 2014):

- Migrating knowledge articles from e-Service Ware to EKMS (Enterprise Knowledge Management System)
- Checking missing content
- Verifying Cross-links
- HTML Formatting
- Improving search engine (synonyms, Unique ID...)
- Training KA (Knowledge Authors) to use Sharepoint Designer
- Training Helpdesk Agents to use EKMS (Enterprise Knowledge Management System)

Migrating to SaaS (Software as a Service) environment (February 2015 - Ongoing):

- Moving from EKMS (Enterprise Knowledge Management System) to Service Anywhere

- Extracting data from Sharepoint Designer (HTML fils)
- Performing first examples of articles in Service Anywhere

Knowledge Database Audit (July 2015 - August 2015):

Leading the action of checking the whole content of Sharepoint Designer and EKMS (Enterprise Knowledge Management System)


Arabic (Native)
French (Fluent)
English (Fluent)
German (Full Professional)

Hobbies and Interests

Literature, Internet, Management, Music, Philosophy