Chedly MHADHBI

Experience

• 

  Teleperformance

  Jul 2012 - now

  • Maintains outbound/inbound call platforms in both pre-production and production and Supports operational teams in the use of call platforms.• Technical support- Coordinates incident resolution with IT experts and providers. - Keeps tools and servers up to date with non-regressive checks.- Monitors platform's servers and tools to anticipate technical and/or applications failures.- Monitor incidents and interventions: Tickets and Change Orders processing.- Manage in-house and customer change requirements.- Entry point for providers' requests.• Support Operational IT Team- Provides expertise to the Operational IT Team in setting up complex projects, identifies the most effective technical solutions that respond to the requirements, and assists with their implementations.- Supports the Operational IT Team in advanced tools settings.• Manage and keep technical documents up to date• Maintain Information System Security and controls related to:- ISO-27001.- PCI-DSS certifications.- Global Information Security Policies (GISP) and audits. Show less • Provide level 2 support (Tickets, calls, emails, Teams ...)• Service Desk Administration• Technical incidents Management• Determine the most effective way to solve problems and avoid possible impacts on production by consulting other IT Desktop or IT experts if necessary• Ensure that root causes are identified and corrected promptly for all Incidents• Lost Agents Minutes "LAM" (Monitoring, training, PowerBI Reporting) Management• Weekly LAMs and Root causes / Responsibilities validation through Teams meetings• Ensure that SLAs are respected by Service Desk Analyst teams and escalate if necessary• Check-in / Check-out processes in step of PCI DSS compliance with IT and Operational security assistants collaboration (trainings, creation of access, follow-ups, FSM and EMEA BOT implementation) Management• Maintain up-to-date technical documentations• Messaging access Management • Intune Mobile Management• VPN Token access Management• AVAYA administration (logs and Extensions)• CMS Supervisor Access Management• Call recording tool access Management• SFTP access Management• Compliance monitoring and policy processing• Carry out in-depth analyzes of requests, Breakdowns or Incidents in order to improve the quality of services provided to our Internal and External Customers Show less • Provide first level support (Tickets, calls, emails, Teams ...)• Service Desk Administration• Root cause follow-up for technical incidents impacting productionEnsure that root causes are identified and corrected promptly for all Incidents• Lost Agents Minutes "LAM" (Monitoring, training, PowerBI Reporting) Management• Ensure that SLAs are respected by Service Desk Analyst teams and escalate if necessary• Check-in / Check-out processes in step of PCI DSS compliance with IT and Operational security assistants collaboration (trainings, creation of access, follow-ups, FSM and EMEA BOT implementation) Management• Maintain up-to-date technical documentations• AVAYA administration (logs and Extensions)• SFTP access Management• Compliance monitoring and policy processing• Carry out in-depth analyzes of requests, Breakdowns or Incidents in order to improve the quality of services provided to our Internal and External Customers Show less

  • IT Infra-Applications Expert

    Aug 2023 - now

  • IT Service Desk Administrator FSM

    Mar 2020 - Nov 2023

  • IT Service Desk Technician FSM

    Jul 2012 - Mar 2020