(working for Wifirst through Consup-On)• Managing 24/7 Network Operations Center.• Responsible for the day-to-day management of the network infrastructure.• Manage and supervise a team of network Administrators while providingguidance.• Maintain an awareness of business goals and strategies in order to understand the impact of both planned and unplanned outages.• Ensuring compliance with SLAs and KPIs.• Coordinate with internal and external stakeholders to align network strategieswith business needs.• Prepare and lead a Weekly "Production Committee" meeting with the Client.• Managing major escalations and general Issues / Incidents.• Ensuring the quality of network cases handling.• Responsible for the respect of the client processes and instructions.

working as an IT Change Manager for a very important Client: The 7th-largest retailer in the worldResponsibilities :- Possess requisite skills to review all planned changes.- Determine changes that qualify as emergency changes and ensure that they are regularized.- Determine and agree on user requirement/schedule for downtime for change implementation.- Ensure adequate user awareness on changes to systems, infrastructures and products.- Ensure adequate tracking and monitoring of change items.- Accepts, categorizes and prioritizes change requests in line with business strategy and objectives.

- Creation of Knowledge Database Tree, according to ITIL- Leading Projects / Negotiating about Data Centers Hardware Life Cycle- Creating new processes such as: Incident Management Process, Windows Hardening Process, Change Management Process…- Acting as Change Manager, representing changes related to different Data Centers- Improving the existent procedures in order to be compliant with the current needs- Creating reports about Infrastructure Teams Workload (on a Monthly basis) with a root cause analysis- As part of the PNL Process: creation of Bi-Annual report containing financial gain & losses related to the Data Centers Activity (servers creations, Virtual Machines, Hardware Purchasing, Resources recovery…)

· Coordinate with both internal and external teams to drive timely and quality implementation of products and services.· Working with internal teams – create detailed Statements of Work for new clients or expansion of existing products. Documenting a complete project scope and client deliverables to meet implementation expectations.· Involving all needed resources to ensure the planning and execution of the project · Develop and manage comprehensive project plans· regularly communicating with clients and internal teams to ensure implementation is on time.· Manage relationships with the client and stakeholders.· Perform risk management to minimize project risks.

- understanding the business metrics- building a story which summarizes holistic quality performance,- Identifying solutions and implement the necessary actions which lead to improved performance and customer experience.  - leading continuous improvement initiatives- responsible for monitoring, auditing and implementing quality & compliance standards- managing the calibration process across all the BU. - performing effective communicaton and motivates others while being aware of and responsive to their needs and concerns in terms of quality and training aspects. - demonstrating a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment- having Knowledge of a broad variety of quality processes

- Leading a project team composed of 12 engineers - Coordinates day-to-day execution of the projects using Gantt Charts - Monitoring the KPIs of each engineer and the entire Team - Communication with internal / external clients - follow up of projects milestones and deadlines - Managing the performance gap within the project team (in term of KPIs) - Creating a complete Dashboard including Gantt Charts and Box Plots tools - Using an AGILE project management approach on a daily basis - Reporting to the Operations Manager: the progress and follow up of my projects on a weekly basis

- Coordinates day-to-day execution of the projects using Gantt Charts- Making sure Team Leaders and internal Teams are following the implemented Solutions and actions- Identifying exceptions and deviations, as well as management of these situations- Communicating new and changed policies to the client and internal teams (Managers and Team leaders)- Ensuring change management processes are followed- Providing internal and external stakeholders reports about Privacy and Security measures- Control of the performance variance using several approaches such as Pareto, Box Plot and Lean- KPIs improvment through processes (such as Average Handling Time, Recontact rate and Transfer Rate)- Automation of Processes through RPA (Robotic Process Automation)- IVR Acceptance test, deployment and post-deployment rooting control- Monitoring the Scheduling Adherence of internal team to meat Client’s Service Level- Operational and Training Attrition / Retention report preparation and update

- Mitigating the risk of changing, adding or removing technical processes/documents in the Help Desk.- Lead weekly/monthly reviews with the client and sending regular feedbacks- Controlling agents ability to resolve incidents through monthly technical test- Tracking change and knowledge management metrics and building detailed annual reporting- Follow up of change and knowledge management deadlines and targets (expected targets exceeded for 2 consecutive years)- Performing proactive actions in order to improve the customer satisfaction- Alerting the operational members when an important technical change may impact our targets (C-Sat, log/resolution rate, agent’s assimilation…) and setting an immediate action plan.- Lead transition of content between knowledge databases (last migration achieved with no impact)

Designing, creating, and maintaining technical documentation. This documentation includes online help, user guides, design specifications, system manuals, and other documents.

Assisting all customers with their questions about any of our supported software and computing platforms / Resolving technical Issues

Assisting all customers with their questions about our Internet Services (Network, DNS, Wireless...)