Chokri Dridi

Experience

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  Stream Global Services

  Apr 2009 - now

  Senior technical assistant

  Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.Integrate technical knowledge and business understanding to create solutions for customerMentor/consult with team members, other organizations, customers, and vendors on complex issues.Act as a consultant in service delivery business, technology, industry or specific applicationResolve technical and some business incidents independently. Mentor/assist less-experienced team members on complex incidentsDevelop and grow assigned customer account relationships with complex and strategic accounts.Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions Show less

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  HP

  Jul 2010 - now

  EMEA RMS Technical Account Engineer , ITIL V3 Certified

  Perform remote support which allows the team to remotely diagnose, configure, monitor, manage, update and Interface with deployed technology (Management Server/ASAP) to remotely monitor and manage customer fleet. Monitor and manage assigned queues for devices. Provide 2nd level support for resolution of non-reporting print devices. Maintain and update applicable documentation: Case documentation & documents for tickets handled by RMC Fleet Engineers, Customer/Device configuration documents where utilized. Provide L1 support and maintenance for deployed RMC technologies. Update the Management Server installed applications, Provide support to ADM and other core roles in the field and engage with customers building rapport, trust and network advice where ADM's are not assigned. Work in conjunction with QARI and analytics team to perform incident trend analysis, identify predictive event opportunities and proactively resolve. Show less