Nabil Dridi Email & Phone Number

Kifisiá, Attiki, Greece

Provide Level 2 support, maintenance, and troubleshooting (PCs,printers, smartphones, etc.) for our client employeesIncident management in our ServiceManagement tools (Servicenow, Azure environment, Active directory)Daily monitoring of customers' infrastructure (Azure)Update operational documentation and propose improvements(Confluence, Service now Knowledge base)Participate in projects to deploy, configure, and evolve our clients' ITinfrastructures

Greece

Installing and configuring client computer systems.Responding to client IT support requests.Meeting with clients to diagnose software, networking, or hardware issues.Providing technical support on-site or via remote-access systems.Offering solutions that meet the needs of the client.Repairing hardware malfunctions, software issues, and networking problems.Maintaining good client relations.Tracking and managing work records.Compiling job reports.

Athens, Attiki, Greece

- Motivating inside sales teams to achieve high performance, overseeing the design and delivery of all training programs, monitoring calls for quality assurance.- Define training plans and knowledge-based assessment module- Conducting on boarding and ongoing training and coaching with regards to orientation to processes; product knowledge; developing individual coaching plans; providing resources and assistance.

Athens, Attiki, Greece

- Implementation of training approaches that align with the business and campaign objectives. - Design, deliver, evaluate and test training. - Handle all campaign training requirements, requests, and changes. - Expected to implement changes and to be Client facing. - Identify and agree on future training requirements.- Co-operates in preparing the Training Needs Analysis when requested and communicates the outcome to the Training Manager- Develops material and coordinates the execution of training initiatives for on line, round tables, and in-classroom deliveries- Participates as an observer in new Training Curricula pilot tests and provides the necessary feedback to the workgroup- Participates in training sessions in order to be updated in terms of products, procedures, and processes related to the campaign and/or to the training activity- Follows up on the Training effectiveness evaluation process in order to identify those areas that need to be improved- Co-operates with Supervisor by giving feedback on new emerging issues that are identified.- Assists all new representatives by performing on the spot call monitoring, coaching, and keeping track of their progress and performance in low training periods- Follow and apply Regulations regarding personal and performance data confidentiality and security

Athens, Greece

- Maintain an Accurate Database of Costumer and Information related- Process orders & Contract in CRM- Check data accuracy in orders and invoices- Maintain and update sales and customer records- Develop monthly sales reports- Communicate import feedback from customers internally- Stay up-to-date with new products and features- Keep knowledge base up to date- Provide assistance with internal tools for sales representative

Greece

Handling inbound calls/emails/online forms from the client’s consumers requiring product support. Provides superior product support to end-users including identifying, researching and resolving product issues up to and including identifying replacement part requirements and executing solution, responding to telephone calls/emails/fax/online forms for product support, and differentiating perceived product performance issues from user error.Maintain, analyze, troubleshoot and attempts repair of all the products.Investigate errors and problems; perform root cause analysis in an effort to provide permanent resolutions.Document call content and resolution status of consumer using Call Tracking System.Monitor Call Tracking System for pended consumer call records to ensure call returns to consumer are completed in a timely fashion (per commitments) and consumer issues are resolved. Follow-up with consumers within a 24-hour period in regards to the initial phone call when applicable, if only to touch base and let consumer know inquiry is still being researched/resolved.Communicate clearly and effectively with consumers.Effectively and efficiently manage length of calls ensuring minimum consumer inconvenience

Greece

Handling account and billing issues related to Apple Customers via emails (French). Helping customers with new Apple products by providing articles and guidance on first use. Help customers resolve issues related to their Apple ID (Connection and password issues). Handling issues related to content purchased in Apple's platforms. Updating internal procedures by sending feedbacks to knowledge managers via internal tools.

Helpline Tunisia (Neurones)

Providing support to end users on a variety of computer related issues, including software installation, PC maintenance, phone support, printing, and first tier level problem resolution:  Providing phone and help-desk support for local and off  Site users on multiple locations and networks.  Installing, configuring, and upgrading computer hardware and software.  Provides end-user software troubleshooting and support  Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.  Providing guidance and work leadership to less- experienced technicians.  Maintaining current knowledge of relevant technologies as assigned  Participating in special projects as required.  Managing the status of Incident and Change Management System  Coordinating priorities with numerous functional areas to ensure timely completion  Acting as a primary interface for both internal and external customers  Managing user accounts in Microsoft Windows 2003/2008 Server environment  Supporting both classified and unclassified networks

Tunis Governorate, Tunisia

From April 2009 to February 2011: Provide technical support and assistance for Dell customers: Assist customers on installing and upgrading their computers or changing the nonfunctional parts by new ones (Customer removable units) sent to them after troubleshooting, troubleshooting and isolating if the issue if it is a hardware or software issue and resolve it.

Tunisia

From February 2008 to March 2009:  Provide technical support and assistance for Club Internet (ISP) customers (6 months)  Complaint handler (7 months): Calling back unsatisfied users with unsolved technical issues, re-do the diagnosis and coordinate with on-site technicians to solve the issue.

Tunisia

Providing technical support for IS provider (Numericable) customers. Troubleshooting internet and VOIP issues using given tools and program field intervention when needed.