Amine Baltaji

Experience

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  HP

  Sept 2009 - Jul 2011

  Technical Support

  * August 2011 to October 2011: Support Technician (Hardware/Software)+ Remote assistance for HP worldwide customers to resolve technical issues they get with their HP products (PCs, printers, scanners, camera…) though the phone and screen sharing for PC and printer issues+ Collaboration with third parties to ensure the exchange/delivery of HP product as soon as possible+ Follow up on the repair status of defective product and keep customer informed* September 2009 to July 2011: Support Technician (Legal Department)+ Back-up mentor: Manage a team of three persons handling legal and GM addressed claim+ Support: Taking in charge HP worldwide customers’ legal claims in collaboration with HP lawyers+ Assess every claim separately based on the history of the defective product or the service causing the claim+ Collaboration with commercial service and stock managers when ordering new product/service+ Preparing and delivering training courses to the new joiners as well as team members on new products and processes Show less

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  Automatic Data Processing Insurance Agency, Inc.

  Oct 2011 - Sept 2012

  Desktop Support

  - Support ADP worldwide employees to resolve the daily issues that they face via remote access- Support ADP local employees to resolve the daily hardware issues they encounter- Managing first and second level incidents raised by the business- Managing the server room as well as the storage room- Network briewing, Net PCs build, IP starphones setup- Managing VPN access through RSA Console- Migration from RSA hard token to soft token- Exchange configutaion on both BlackBerry & Iphone- Managing end-users' access to systems & applications- New joiners' training Show less

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  Fidelity Worldwide Investment

  Nov 2012 - Dec 2015

  Senior IT Change Manager

  * May 2013 nowadays: Senior IT Change Manager+ Change Management – Resource management:- Manage a team of four change analysts between Tunisia, UK and India- Monitoring of team members productivity and preparing the road map- Identifying the needed training and recommending training programs to Senior TechnologyManagement- Ensuring the training and the integration of the new joiners to the CM teambetween Tunisia, India and UK+ Change Management: Manage the change requests via the ITIL best practices, tools and technics to achieve business requirements and keep the environment safe- Convenes CAB and ECAB meetings for all RFCs and chair those meetings- Document and enhance the Change Management process in collaboration with the ITSM development team (Service-Now)+ Incident Management: Manage major Incidents in collaboration with stakeholders, supportteams and the business+ Problem Management: Manage problem tickets to prevent problems and resulting incidents fromhappening, to eliminate recurring incidents and minimise the impact of unavoidable incidents* November 2012 to April 2013: Technical Analyst – IT Service Desk+ Service Desk manager’s back-up- Document and enhance the Service Desk process in collaboration with the ITSM development team (Service-Now)- Checking KPIs, individual performance, analysing trends and call logs- Daily and monthly statistics of the SD.- Shifts allocation to the team members depending from their availability- Providing guidance and support to the Service Desk team members- Preparation, training and integration of new joiners+ Technical remote assistance for Fidelity employee’s issues (PCs [Windows/Mac OS], Wyse, Software, Applications, Citrix sessions, Exchange, BES, access management)+ Manage Incidents and Service Requests (1st & 2nd level) raised by end users, Initial review,evaluation and allocation of tickets to appropriate support team within SLA+ Review of Ticket Progress and Communication to end User Show less

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  STELIA Aerospace

  Jan 2016 - now

  Process Change Manager

  - Identify and maintain all services offered by the IT service to the users- Manage the ITSM catalogues (Service, Incident & Service Request Catalogues)- Work in with the Service Desk team to keep the ITSM workflows/known errors/groups… up-to-date- Create/Update the services' technical description documents in collaboration with service owners- Prepare changes, convenes and chair CAB and ECAB meetings- Integrate approved changes into the company's ITSM tool (EasyVista)- Boost the introduction of the best ITSM practices to all the teams within the company- Manage the IT service portal Show less