Khaled Barbar Email & Phone Number

Laval, Qc, Ca

Montreal, Quebec, Canada

Providing a Premium Support to Kinsta customers to keep their WordPress websites up and running. In a typical day, this is about writing custom NGINX directives (for caching, redirections, and geoLocation-based caching, security headers, etc), editing PHP settings, using WP-CLI commands to fix WordPress-related issues, reviewing logs for PHP and server errors, monitoring website performance with a variety of tools, and troubleshooting a wide variety of WordPress website configuration issues.Since November 2022, Kinsta launched its Application and Database Hosting services. My role as a Support Engineer was therefore expanded to offer assistance with using MyKinsta to deploy and Application/Database, troubleshoot failed deployment, and assist with CI/CD pipeline implementations.

Tunisia

Tunis, Tunisie

Tunis, Tunisia

There is a direct correlation between Customer Experience and Employee Experience. In this role, I forecast both.In a bilingual (French & English) Helpdesk environment of a fast-growing Canadian Web Host (WHC), I manage a team of 30 employees (4 direct reports) and I take in charge the entire recruitment process as well as the training and the monthly performance reviews.

Gouvernorat De Tunis, Tunisia

Acting as a Strategic HR, my position is basically about:- Executing strategy- Managing processes- Creating a positive work environment- Look for operational improvements- Feeding data to Top Leaders

Gouvernorat De Tunis, Tunisia

Responsibilities: • Overseeing the day-to-day operations and lead a team of ~6 Web Solutions Specialists. • Live Supervision and Daily management of the workflow of the different communication channels (Phone, Chat, Tickets Queue) • Execute the Supervisor and Triage role and divide the workload between active agents to ensure optimal handling with minimal call/chat drop rates, • Provide 2nd Level Technical Support as an Escalation Point • Work within the expected SLA matrix • Motivate team members • Provide training and help develop new employees • Monitor team performance by running monthly performance reports for each team member. The report includes Productivity, Quality and other relevant indicators, props & improvement vectors and root-cause analysis. • Contribute to improving knowledge base articles & internal Wiki documentation as needed.

Tunisie

• Responsibilities:- Provide bilingual technical/commercial assistance (French & English) and ensure complete customersatisfaction by phone, chat or via helpdesk system.- Provide pre-sales assistance to new clients, suggesting the right product/service for their needs.- Troubleshoot & solve common day-to-day issues (website down, login problems, email clientconfiguration, perform account backup restoration, etc).- Perform site transfers from other providers, and between servers within company datacenters- Manage, register and transfer domain names. Assist clients with DNS-related issues.- Installing, Troubleshooting, and optimizing popular Content Management Systems such as WordPress,Drupal, Joomla, and shopping carts such as OpenCart and PrestaShop.- Install/Renew SSL certificates.- Debug Email delivery problems.- Monitor, investigate and respond to abuse alerts (spam, phishing, RBL Blacklisted IPs, etc).- Use Nagios Monitoring tool to monitor Private services and attributes of Linux Cloud/Dedicated Servers (such like CPU load, Memory/Disk usage & Protocols like HTTP, FTP, SSH, SMTP).- Activate new Dedicated/VPS/Cloud Servers along with cPanel/WHM Licenses, Additional IP Addresses, Softaculous Licenses, External backups, etc.- Work closely with System Administrators to ensure the smooth operations of all servers (shared, virtual, and dedicated).- Escalate complex server issues to the Server Administrators, and ensure a follow-up with the clients

• Responsibilities:- Provide Quadrilingual Technical Support in English, Italian, French & Arabic- Trouble Ticket Management in the CRM (Siebel): Opening Trouble tickets, routing them to concern stake-holders and follow up for closure.- Keeping customers updated on the evolution of the technical issues until the final resolution of the case.- Activities include: Mobile Service, Wholesale Voice & IP Data customers as well as Retail customers, for all kind of technical, commercial & administrative issues.- Managing customers’ requests, network events & Soliciting/Escalating opened cases.- Service Management of customers’ Performance Monitoring, RFO & Scanty Service Reporting and SLAviolation Management.- Providing first-level problem diagnosing & troubleshooting for Voice Quality Trouble Tickets.- Monitoring SMS traffic quality provided by Mobile Operators Sponsors & SMS Aggregators.- Reporting detected issues to the related Terminal Providers.- Routing Guide Management (Rank change and exclusion in case of quality degradation).- SMS Trouble Ticket Management.

Tunisie

• Responsibilities:- Updating and indexing the Travel Agency’s website- Handle customers inquiries and design advertising brochures to be published in social networks and other websites- Adding hotels information using an online selling platform 'Travelkiss'.

Tunisie

- Assisting mobile Service customers and basicTroubleshooting for the most frequent issues.- Escalating critical situations to technical departments toinvestigate further.