Aymen Ayed Email & Phone Number

Prague, Czechia

Prague, Czechia

24/7/365 Services & Network support to 11K clients across the globe, we support mainly Europe but not excluding ASPAC and NA with Network (NI, CC, SEC, GIS...) professionals, 7 spoken languages, virtual teams and more than 180 colleagues in the GDC of Prague.- Play a role of supervisor/on duty manager during BH/OBH and ensure that IT services are delivered effectively and efficiently, smooth operations and jump in to solve issues on my own or help other teams in case of need.- Responsible of regional, hierarchical and client escalation/concerns - I work with relevant stakeholders to resolve and to monitor client satisfaction. - Performing quality controls and monitor production KPIs (Ensuring on a daily basis all the Service requests and Incidents are handled correctly within the commitment designed).- Improving operational management systems, processes and best practices (e.g. Discussing the findings with the proposed solutions and leading the change with my team & the rest of center managers - Coaching the teams for process adherence).- Tracking the commitment breaches (SLA and OLA vs vendors/internal teams) and mitigating with action plan.- I led with my Operational team a change plan that helped reach high level of SLA achievement 95% during last quarter of 2019 and positive CSAT of 98% during 2020. New record of SLA achievement of 97% during early 2021.

Prague, The Capital, Czech Republic

-Professional Services Support Center in Prague, EMEA region for J&J, We provide services to the whole world, in cooperation with other departments of the IT Application Service organisation (mainly BUIT and AS)The services are ranged from digital services to BI to support and stuff augmentation – around 3000 requests processed per year.-Managing demand intake, coordinating with service owners to deliver a service estimate, ensuring the pricing models are complete and facilitating the review and approval of the order with customer.-Ensuring that AS service information is accurately reflected in key systems.-Lead continuous improvement initiatives within the Professional Services Support Center and facilitate the intake of new services/major changes into the PSSC desk.-Keeping the support information and providing input to service/order owners and working on shaping improvements.-IRIS system troubleshooting in case.

Prague, The Capital, Czech Republic

Network Management for DHL Project - Provisioning Management - Senior Service Delivery Specialist Working within a multi-national team.My responsibility focused on solving critical issues, special requests and requirements with focus on BAU WAN for ETO project (DHL project).-Managing client expectation and provide day-to-day support to DHL as a Senior service delivery specialist within the provisioning department.-Escalation matrix for service orders, within a the Pan-European Service Management Center.-SPOC and Escalation matrix point for French DHL (mobile services and WAN requests).-Daily Monitoring and weekly maintenance of quality and productivity which helped reduce SLA breaches and achieved with the team best CS results in 2014/2015.-Guiding and directing the staff as well as the customer while ensuring the continuation and enhancements of services.-Other key focus on team management, reporting, cost management. SLM reviews.-Coached SMC Service Desk agents (newcomers).-Proactive tracking of orders, ticketing quality check and quality assurance.-Partial management of CMDB database, tester of new system versions and Escalation to IT department. (BMC Remedy Action Request System).

Prague, The Capital, Czech Republic

-Lead and manage an ICT (Telco products) service desk with over 12 multinational members from different cultures.-Delegated tasks on a daily basis, ensured monitoring agreed SLAs and KPIs of the team, and provided an analysis of their performance.-Developed and maintained a culture of continuous improvement around processes, support, tools and overall performance of support provided by the team.-Ensure the data quality and helped keeping the team properly trained, focused and on track.-Interacted with global colleagues and managers during daily operations (conference calls, Webex, Skype,..).-Responsible of escalating issues that can not be resolved by the team and made sure to respond with sense of urgency and poise.-Worked on coaching and employee development through training and performance management.-Setting up the weekly/Monthly shifts and working with the HR system (documents, absences, sick days, letters, etc ...).-Helped resolve any dysfunctional behaviour and ensured educating the team members of proper practices and procedures.-Implemented new processes and focused on process improvement, in 2013 I Lead successfully a process transition from 28 mobile third party service to SMC departments . >Minimal tasks consist in working with recruiting agencies, internal HR and recruiting successful candidates based on the f2f interviews

Prague, The Capital, Czech Republic

Daily communication with clients through multi channels (phone, emails,system, chat)supporting EMEA and AUs through Remedy and other CRM systems, following the ITIL logic.Working with multinational team, IT specialists and reporting gurusReceiving and checking orders and trouble tickets, troubleshooting, customer support and supervision of other local teams across Europe and escalating demands.Updating the CMDB and logging the updates through a system Work info.Providing professional services to different clients, DHL, Volvo,Fujitsu, Peugeot…

Technicien Superieur Cao, Cao/Dao, Technicien Supérieur En Conception Et Dessain Par Ordinateur

Technical High School, Lycée Technique, Electricité Et Mécanique Industrielle, Science Techniques, Graduation Exam Ends

Electrical engineering, telecommunications, and computer technologies