Wajdi MELLITI

Experience

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  National Institute of Industrial and Computer Maintenance (INBMI)

  Feb 2005 - Mar 2005

  Beginners traineeship

  I manage the maintenance of computers (software and hardware) and onsite intervention to installing the network installation.

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  Citibank Tunisia

  May 2005 - Aug 2005

  Traineeship

  Servicing and support in the IT department, opening and closing a banking account and processing and classification of customer database.

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  ARABSOFT Tunisia

  Jan 2008 - Jul 2008

  Final project of studies

  Creating an application “Management interventions” using the Forms developer tool and Oracle database management.

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  Company ARABSOFT

  Sept 2008 - Dec 2008

  Advanced traineeship

  Creating an application “Management of a car park” using the Forms developer tool and Oracle database management.

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  Versus Tunisia

  Jan 2009 - Sept 2009

  Technical Sales Engineer

  Repair, installation, selling computers as technical sales and HP representative at fairs (SIB) International Exhibition of Computer.

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  Stream Global Services

  Sept 2009 - Jul 2010

  Technical Support Technician

  Technical support technician for HP notebook Pcs and iPAQ supporting French & Switzerland customers. Manage and resolve moderate technical issues (related to HP hardware and software mobile products) from incoming customer contacts and proactive notification systems. Technical leader that share products specifications, advisories and technical informations with agents for HP hardware and software mobile products.

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  HP

  Oct 2010 - Aug 2012

  Manage and resolve technical issues from onsite technician incoming calls and proactive notification systems, queues and CRT services. Also sharing the important informations and solutions to reduce the Diagnosis Accuracy (100% DA) impact. Providing analysis and CAP analysis of MEMA Metrics such (DA, GSCTAT, PPMD, NMU and providing an action plan for each cases and sharing them with concerned agents. As a leader and Supporting the GS1 (Global Support One) customers and their critical requests. As a technical referent in system board tattoo, I delivered a training for CE assist engineer and preparing an HP training reference for partner that until now HP worldwide (AMS, APG,EMEA) work with it as reference. As a worldwide champion in KCS in 8th place, I am promoted from technical author I to technical author II to technical reviewer III in KCS (Knowledge Management Centered), I create and review the technical SAW solutions/Fix failure documents. In 1 years I have created more than 45 SAW documents and reviewed more than 100 SAW documents. As a top student in HP forum, I assist and answer for the most of customers problems. As a leader on escalation (CRT-L2 - Division), I manage quickly and efficiently the urgent and important requests comes from CRT and managements and always present to do this. Show less

  • CE Assist & GS1 Engineer

    Aug 2011 - Aug 2012

  • Technical Support Technician

    Oct 2010 - Jul 2011
• 

  HP

  Jan 2013 - now

  Managing the Designjet team that supports multiple countries; French and Italian customers. There are 18 people on the team. The DesignJet product is a specific HP product that deals with specific customers and stakeholders and reports directly to the GBU. Contributes significantly to DesignJet's business improvement by assisting teams and management, resulting in business sustainability, and records very good and sustainable performance: SLA, sNPS, Backlog, TAT with waste optimization FTF, RWP, and PPSND... Transparency, synergy, and agility: There are no taboos in the team; we discuss everything and make everyone aware of the current situation, learn from the past, and improve our future actions, which has a positive impact on the VIA (Voice Inside Action) results and construct strong bridges and a reliable network. The following are the primary factors that drive a sustainable business and produce excellent results:• Excellent responsiveness and engagement• Exemplifying a high level of availability and Growth Mindset• Exemplifying a "Can-Do" Mindset• Stepping back and giving the team the lead and making them responsible for the business• Sets high standards for myself and the team and strives for excellence• Uses the QMS approach in projects and daily tasks• Acts as a leader by creating vision and relationships and ensuring the overall values and ethics of the organization within the team, without forgetting to well structure the teams to achieve targets• Adaptation - Change management style based on the situation and practice Micro & Macro management to get a complete picture of the business• Inspiring Trust - Motivating the team to do their best and understanding how to set an appropriate pace and tempo for the rest of the group. Show less I am responsible for a team of 60 persons and I manage their results and technical level. As a technical mentor, I assist my team and sometimes other teams from different countries on complex issues, provide technical and process advice.I participate on the most EMEA and Worldwide projects (waste consumption of CPU, memory, battery and optimizing qualification tools or troubleshooting tools, working with EMEA project managers, increases efficiency based on DMAIC methodology of Lean Six Sigma (Define, Measure, Analyze, Improve and Control).I act as a manager by dealing SLA 'Service Level, monitors real time and daily call routing (SLA%, AUX usage….)? Maintain efficient use of operator resources to meet short-term call volume demands by adjusting current day operator schedules; adjusting break and holiday. Conduct regular business reviews with Team Manager and Operation Manager, and provide actionable recommendations to improve Service lever performance, and advise/assist the Team Manager and Operation Manager to achieve operational goals of SNPS and all metrics.I manage the backlog cases and the technical and management escalations. I also train technical experts from other contact centers when there is a new project and train the new hire and take care of all that is integration of new team (provide good working environment and integration...).I monitor their results and metrics and make different sessions of technical refresh. I create and share technical documents and training for partners and HP field technicians worldwide. I handle objection (calling dissatisfied customers and convince them by the solution and give them some advices and preventive action to reassure them.I work with the Training & Development Lead and the Quality Management System Lead to improve the hiring process and the training for our company. I am responsible for the Tunis HP Computing Lab and I am the only one responsible for controlling/accepting new products. Show less Manage and resolve complex and critical technical issues, elevation and escalation from incoming technical support agents, proactive notification systems, queues and CRT services. Proactively assist customer and mobile technicians to ovoid and reduce problem occurrence. Owner of Pre-Alert HP Advisory, I absorbing all cases and problems comes from customers and queue and CRT and cooperate with 2LS/3LS to stop impact and to find solution, and share it with agents for French, Switzerland, Belux and Canada team. Send solution, new advisory documents by E-mail or face to face and explained them to improve her technical skills and stop SNIC impact. Creator of “Summary News” that I share it with internal Tunis Mobile/Desktop and Workstation agents to help us and field engineers to improve their performance, and indirectly serve to improve the repair effectiveness. It contain instructions, recommendations, Pre-Alert, Fix failure, tricks and guidance about technical/process issues that are impacting the DI and LTF. Share this “Summary News” with PLE (Product Line Engineer) to choose or insert them in “Flash News” (PLE version). Provide analysis and CAP analysis of EMEA Metrics. Keep track of incorrect, missing, broken SAW document and links (feedback and correction) with KCS management team. Improving the PLE SharePoint database with KCS and SAW tracking documents. Working on QPID and analyze DATA (DI & DI onsite) and putting an action plan. Working on the top product and top issue and participate to create a project “Advanced Template” with presentation to fix DI and improving team performance. Working with 2LS and exceptionally with the Elite Product Engineer of Rio Rancho and 3LS AMS. Obtain the SMC tool of 2LS and recommend it for my team that have access to create the SMC.bin file that unlock Bios password, MPM error… With this tool we increased the customer satisfaction number, unlocking pending cases and reduce the backlog. Show less

  • Technical Support Manager

    Sept 2019 - now

  • Senior Technical Mentor

    Oct 2014 - Feb 2023

  • Complex Issue engineer

    Jan 2013 - Sept 2014