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- En 2007
[Dell]
Dell , Dublin , Ireland From January
Technical Support Senior Analyst UK / I France
Acting Technical Account Manager
Technical activities
Provides an efficient support to server customers. Quickly and accurately demonstrates use of
o
ATS (Analytical Troubleshooting) process in problem handling, troubleshoot and repair
customer's equipment or escalate to the appropriate team.
o Clearly and concisely logs and tracks details of solutions provided to resolve customer issue
maintaining and updating customer (DellServ; nVision) and support database (DSN, SST)
o Flexible and committed, positively face the change, ambiguity and pressure. Adaptation on
different markets: French, UK/I; Italian (introduction and case creation on a self developed
support in Italian), Spanish and Nordic Overflow
o Consistently develops technical abilities based on business requirements under the supervision
and mentoring of Coaches, Quality Advisors and Trainers .
Technical Account Management activities
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ensuring appropriate resources are in place to minimise customer down time
o Ensuring 'Resolution and Contingency' plans are effected and technical problem resolution is
proceeding as per process commitments
o Generating and maintaining internal and external communication updates throughout the
escalation process
o Support to the TAM team (reduce by 57% the workload of a TAM in 6 hours per week)
- En 2005
[Hewlett Packard]
30 Nov 2006 Hewlett Packard , Dublin , Ireland May
IT Customer Services
Technical Support Management Assistant
Team Lead:
o Managed SLA : Monitored and notified the incoming work on 5 live phone lines and draft the
reports to plane the performance rewards
o Generated team metrics using available tools as per management requirement.
o Drafted the weekly team schedule for 30 people
o Elaborated work procedures that were validated by management
o Assisted management in call quality: survey monitoring which improved the "top to box"
satisfaction by 30%
o Coached 40 staff (and trained 15 employees and 1 manager new hires)
o Influence and motivate others to deliver the best of themselves until the end of the desk .
Project management:
Assisted management during 12 months both in the process of smooth handover of business
o
being relocated from Dublin to Tunisia, ensuring a minimum impact for service level.
Created a Web based support to help the new hires through the process.
o
Technical activities:
o Retained ownership of each case until problem is resolved or resolution is identified.
o Completed follow-on actions as appropriate, e.g. dispatch materials, send communications,
escalate problems.
o Resolved 18 daily customer issues using the tools and systems available (the minimum target
was 12).
o Observed strict compliance to licensing, copyright and trademark legislation.
o Protected confidential, sensitive information and materials.
- En octo. 2003
[Trade and Data]
Freelance Jan
IT Department, Computing Manager
Main activities and responsibilities
o Created and managed 2 Internet websites for businesses;
o Trained the personnel in Trade and Data processing;
o Taught a class of 20 business students cold-calling and promotion techniques for staring up a
new company.
- En sept. 2000
[Cresa et Crea]
Jun 2003 Cresa et Crea , Mulhouse , France
Assistant Network Manager
Private education and Activity club
Main activities and responsibilities
o Installed a network made up of 30 PCs with Windows 2000 to renew the local area network
and to assist the users (Training course)
o Optimized the use of the local area network and helpdesk
EDUCATION AND TRAINING
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OTHERS SKILLS: web designer for network -location, and promotional material, advertising (all
formats), cold calling, mail-shots, direct sales and promotion, client history management
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