Khalil Khalsi Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Effectively lead and manage a team of customer support professionals. • Manage Customer Support projects. o Participate in integration and upgrade project. o Support Tier1 customer like Bell Canada, Verizon, and AT&T • Experience with hiring, firing and performance management. • Manage escalation and communication.

Montreal, Quebec, Canada

Montreal, Canada Area

Bahrain

Overseeing and optimizing IT operations for major customer in middle east like Zain Group.

Bahrain

- Team leadership and technical strategy- Manage client requests- Plan new platforms integration.- Lead trouble ticket follow up meetings with customers and handle escalations.- Improve customer satisfaction and coverage of SLA.- Perform audits and provide recommendations.- Prepare, manage and deliver training sessions.

Saudi Arabia

- Administrate the servers and applications.- Manage client requests and help them to use solution- Write user guides for customers.- Create a repository of best practices to facilitate daily tasks.- Write scripts in order to automate supervisory tasks.- Handle hardware and software upgrades.

Tunisia

- Ensure the availability of PS Core equipments.- Handle the systems and databases preventive and corrective maintenance .- Perform on call duty (24/7) and provide a detailed report at the end of this period.- Follow incidents and anomalies with suppliers and check the SLA.- Write system administration guides.- Lead the implementation of centralized supervision project INMS (Integrated Network Management System: o Reception and integration of hardware . o Software integration follow up and acceptance- Integrate and manage the centralized backup solution- Design and develop the department intranet.