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Work Experience

mar. 2016Present

Senior IT Support Engineer                                                                      

SunGard Financial Systems - now part of FIS

IT Support for all the Financial Systems Employees (>15000): Ticket (70 per day) & Phone Calls(15 per day).
Hardware and software Support
Network issues Troubleshooting
Domain resources management via AD (User & Service accounts, DL, GPO...)
Exchange Profiles Creation , Troubleshooting and Management
Application Support: (Microsoft Office Suite, SharePoint, Salesforces, Workday, WebEx...)
VPN accounts Managment and Troubleshooting (F5, Cisco)
Lotus Notes Administration
Biscom’s Secure File Transfer Administration
BES Troubleshooting
iPhone, iPad, Android, Windows Mobile Troubleshooting
Connected backup support and administration
Encryption Tools , support and administration (Bitlocker)
SPOC (Level 1 Support) for the SunGard Internal Development Framework.

mar. 2014mar. 2016

Training,Metrics & Reporting Sub Regional Leader - EMEA South

Hewlett-Packard Enterprise

This role is combining three missions related to Business Operations and Service Delivery Excellence.

  1. METRICS & REPORTING : Responsible for Mobility and Workplace Services accounts metrics monitoring.
    This includes SLA/KPI data monitoring (Review reported metrics accuracy, Trend variation analysis, set action plan to meet target, Resources allocation) in accordance to contract requirements.
  2. TRAINING MANAGEMENT : The Training Manager facilitates effective and efficient deployment of key processes, programs and strategies within EMEA South region (Learning and Development program, Financial Training Plan).
  3. COMMUNICATION : This part includes several tasks related to communication and administration : 

     - Lead and set weekly and monthly meetings with Metrics & Trainings country spoc team.
     - Work closely with People Managers and Country Leader to monitor and set action plans
       related to resources mapping or metrics not met and various topics). Earlier
     - Present and consolidate all EMEA South Financial/Delivery/People/Project updates.

juil. 2013mar. 2014

Technical Support Analyst Level 2 (SME)                                                 

Hewlett-Packard Enterprise

Typical Responsibilities:
- Primarily responsible for resolving complex technical issues. Serves as escalation point for other technical       support staff in subject matter areas.
- Help on the development and delivers training programs for individual or group users.
- Leads the development of new support procedures and standards to increase effectiveness and efficiency.
Skill/Ability Knowledge:
- Ability to provide support for a complex computing issues that can be resolved through a combination of       standard procedures, research, and creative problem solving in the areas such as hardware, software and       network.
- Able to understand technical concepts and can develop ways to help others learn.
- Ability to quickly and proactively gain an understanding of the client's business problems and deliver                 solutions and recommendations to solve.
- Excellent knowledge of the Help Desk environment and high technical skills (the Level 2 team are expert and   experienced Level 1 agents)

oct. 2012juil. 2013

Asset coordinator administrator

CPL Intergrated Services

Manage administrative tasks in the field of: Assets, Procurement, PMZ and E-Catalog for Renault desk.

mar. 2012oct. 2012

Quality Coordinator

Sellbytel Group

Helps measuring services operations compared to standard agreements and business requirements. It inspires the required knowledge, skills and the right attitude to the Lv1 agents to obtain the required quality.

nov. 2009mar. 2012

Technical Support Analyst Level 1

Sellbytel Group

Typical Responsibilities:
- Serves as generalist responsible for providing broad range of user support services.
- Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS,       and application issues for all end users including Executive Level customers.
- Troubleshoot laptop/desktop, cellular, modem connections, VPN connections, network, authentication             problems and printing issues.
- Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with       issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Function as primary point of contact and communication with customer from assignment of ticket to               successful resolution of issue, including scheduling work and keeping customer aware of work status and       solution progress.
Skill/Ability Knowledge:
- Good understanding of Windows XP/ Windows 7 issues.
- Ability to perform end users adds, changes, deletions and password resets in Active Directory.
- Ability to support end user mobile smart devices.
- Advanced understanding of Microsoft Windows based desktop and laptop deliverables, including: Imaging,     Upgrades, Performance Tuning (Hardware and Software), Diagnostics and Troubleshooting Routines.
- Experience with enterprise and desktop applications, including Microsoft Office 2013, 2010, 2007 (MS Excel,   MS Word, MS Access, MS PowerPoint, Outlook, Lync)
- Excellent communication skills both written and verbal.
- Ability to work independently prioritizing daily operational objectives (C-sat, SLA “20, % asnw, abd rate).

juil. 2009nov. 2009

Technical Support

Stream global services

- Provide effective and efficient first-line technical support for basic or routine incoming service inquiries           related to customer private network(answer questions, solve problems and perform basic troubleshooting     using provided scripting and published materials)
- Deliver timely, accurate customer support with a high degree of customer service satisfaction
- Document customer interactions with accurate call logging
- Deliver technical assistance based on instruction and pre-established guidelines
- Deliver individual performance based on metrics and related targets, such as average handle time,                   resolution, and customer satisfaction

sept. 2006juil. 2008

Consultant (in parallel with my studies)

Various Call Center

Education & Certification

mai 2015

Project Management Fundamentals

Hewlett & Packard University 

Training

mar. 2015

ITIL V3 Foundation Certificate in IT Service Management.

CSME

Certification

fév. 2015

1st Step to PMP (Project Management Professional)

Hewlett & Packard University

Training

jan. 2015

Lean Global Service Desk 

Hewlett & Packard University

Training

jan. 2006jan. 2009

Security and Industrial Control (high honors).

ISET Rades

Diploma

sept. 2003juin 2005

1st and 2nd level in MI (Math & Computing)

University of Bizerte
juin 2003

Bachelor in Experimental Science (pass grade)

Ibn Khaldoun Rades

Diploma

Skills

Communication

- Written and spoken communication skills that allows me to inform and advise others clearly

Software skills

- Strong MS Office skills especially WORD, Excel, PowerPoint, Outlook and Sharepoint

- Good knowledge of Helpdesk environment (Remote assistance, VPN, AD, Network, Laptop/Desktop HW, Printer MFP diagnostic …)

Work attitude

- Reliable, fast learner and well organized person with a flexible and responsive attitude

- Organizational and planning skills to manage time and to meet deadlines and objectives

- Experience of working as part of a multi-national / cultural team

Language skills

- Excellent Spoken and Written English & French Language and Communication skills.

- Good Spoken Italian language

Interest and other skills

Sport : basketball, swimming, , rugby

Art : theater, music, cinema, culture and Japanese animation

Other : Class B driving license without personal vehicle