Experience

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  Tilt-import

  Sept 2008 - May 2012

  It technical engineer intern

  • Managed IT assets, ensuring equipment availability and maintenance• Trained users on tracking software, improving operational efficiency• Translated user manuals from English, facilitating better understanding for local teams• Created marketing materials, contributing to product and service visibility• Updated products on the company website, ensuring accurate and up-to-date information for customers

• 

  Haxe direct

  Jun 2012 - Nov 2018

  • Led and managed the IT service department, supervising a team of 4 technicians to ensure optimal performance and exceptional service quality.• Planned and coordinated the department's activities to improve operational efficiency and responsiveness to client requests.• Developed and maintained relationships with key accounts, providing technical support and tailored IT solutions to meet their needs.• Provided Level 3 software support, resolving complex technical issues and ensuring customer satisfaction.• Delivered pre-sales support, including technical demonstrations and client presentations, to drive business growth.• Implemented IT evolution projects based on user needs, adapting services to changing requirements and fostering innovation. Show less Management• Engaged with clients to analyze needs and establish project specifications• Prepared and deployed servers and workstations within agreed timelines• Conducted user training on KeziaII software (sales management, statistics analysis, accounting exports, inventory management)• Provided phone and on-site support, managing incidents via SAP Solution Manager• Managed projects using Redmine (issues, enhancements, development)Technical• Installed and configured Active Directory servers and Remote Desktop Services• Deployed applications via RemoteApp on Windows Server 2012• Configured thin client workstations• Authored detailed user manuals to facilitate system and software usage Show less

  • Department Manager

    Oct 2017 - Nov 2018

  • IT Support and Deployment Specialist

    Jun 2012 - Sept 2017
• 

  Dell technologies

  Dec 2018 - now

  • Technical advisor for 300 experts across 8 EMEA sites (Montpellier, Casablanca, Cherrywood, Glasgow, Cairo, Halle, Bratislava, Bangalore), providing remote support and guidance, achieving a 98% customer satisfaction rate (CSAT) for FY24.• Deployed and troubleshooted PowerEdge servers, configured RAID, and installed Windows Server, Red Hat, and ESXi.• Good knowledge of datacenter infrastructure, covering networks, servers, and storage.• Collaborated cross-functionally with teams of experts in the UK, Germany, India, Spain, Italy, and Morocco.• Utilized collaboration tools (Teams, Slack, Zoom) for seamless communication.• Provided support in both French and English, ensuring tailored assistance for clients.• Analyzed improvement processes and implemented action plans to optimize services, enhancing KPIs (CSAT, RDR, DPI, MTTR, SLA) in alignment with ITIL best practices.• Created and led training workshops, contributing to the development of team skills.• Established and managed an academy over 3 years, successfully identifying promising talent and onboarding an expert into the team. Show less • Managed complex technical issues reported by clients through web, phone, chat, and email, ensuring thorough resolution in collaboration with senior support engineers.• Collaborated effectively within a team environment, demonstrating flexibility to provide comprehensive technical support coverage.• Documented relevant information meticulously, keeping clients informed of progress to enhance transparency and trust.• Worked closely with engineering teams and cross-functional partners to resolve client-reported issues, driving timely and effective solutions.• Ensured exceptional customer treatment by promoting operational excellence, delivering high-quality closures, and appropriately escalating unresolved issues. Show less

  • Senior IT Support Engineer | EMEA Technical Expert | Server Deployment & Optimization

    Mar 2020 - now

  • IT Technical Support Engineer

    Dec 2018 - Mar 2020