Tarek Loukil Email & Phone Number

Frankfurt Am Main, Hessen, De

*- Lead the TechLounge Team providing face to face and remote support to HQ end users, contact centers and branches for hardware (Thin client, Fat and Lean laptops, Lean Desktops, internal and external peripheral devices, smartphones, tablets) and software (standard software & OS, messaging app, VoIP, Citrix Workplace, Zscaler, NextGen VDI “Virtual Desktop Infrastructure’’ eWorkplace and local applications). Ensure that team members are well trained.*- Act as a key escalation point, work actively with all stakeholders to resolve the problem(s) at hand. Provide face to face support to Board Members and VIP’s.*- Qualify incidents as major (P1, P2) when necessary, work closely with the global team to resolve incidents. Provide reporting to management. *- Ensure all Changes are correctly registered in Service Now and planned Changes are executed and contribute to problem investigation.*-Create and test annual department eBCM (Enterprise Business Continuity Management) checklist and submit it to the head of IT for approval.*- Ensure that the planned weekly meeting rooms check is performed.*- Ensure CMDB is up to date and correct. *- Vendor Management : organize and manage contractors’ time and activities. Ensure that a high quality and reliable service is delivered.*- Work closely with the Head of IT, technical support teams (infrastructure, software, application, and security) and project managers to ensure high-quality IT End-User Support is delivered. Take over assigned tasks from the direct manager in his absence.*- Work with the global and regional IT leads to coordinate local IT activities and implement global IT initiatives (XaaS, MRaaS, WaaS, Movis, Entreprise Voice’’EV’’). *- Ensure IT operations are aligned with global IT standards and processes, monitor, measure and report local team KPIs.*- Closely work with SOC (Security Operation Center) for information security and data privacy aspects.

Frankfurt, De

*- Manage department staff including hiring, performance management and career development to ensure alignment with defined goals.*- Work with the global and regional IT leads to coordinate and implement global IT initiatives.*- Coordinate and support project implementation. (e.g., Server, PC, LAN, voice and data communications).*- Monitor and report global team KPIs. *- Organize and manage time and activities to deliver a high quality, secure, reliable, and efficient service.*- Ensure all Changes are correctly registered in Service Now and all planned Changes are executed.*- Contribute to problem investigation.*- Qualify incidents as major when necessary, coordinate globally to resolve incidents and summarize reports for management.*- Monitor and report request status to the different queue responsible leaders, follow up internal/external queue in Service Now and take the appropriate action.*- Optimize the TCO (Total Cost of Ownership) and life cycle of IT Assets.*- Train and mentor direct/Indirect Reports.

Watford, Hertfordshire, Gb

*- Manage department staff including hiring, performance management and career development to ensure alignment with defined goals.*- Manage annual budget and ensure cost effectiveness.*- Installation of hardware: laptops, desktops, iPads, iPhones, external, network and local printers, headsets, Cisco VOIP Desk phones, mobile devices (IOS, Android).*- Provide day-to-day technical incident, problem and configuration support for laptops, desktops, systems software and hardware.*- Manage computer inventory and prep/stage equipment for end-users. Update Service Now/asset*- Manage the relationship with local vendors and negotiate contracts where appropriate (Proximus, Sharp Printers, HP computers and servers, …).*- Maintain quality service by establishing and enforcing SOP.’s and KB’s.*- Document and track work in Service Now (Incident management Ticket recording system) *- Suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures.*- Follow specific configuration checklists and process for MS office 2010 Ms office 2016, OneDrive, Skype for Business, MS teams, MS Intune Company Portal.*- Support audio visual and video conferencing equipment (Barco ClickShare, beamers, Interactive boards.)

Princeton, New Jersey, Us

*- Responsible for the IT & the customer support EMEA, reporting to the General Manager Europe and working closely with the IT & the Customer Support Department in the U.S. A.*- Provide remote support on Tips Vision SPT software products for European customers, partners and field engineers for industrial hardware, high tech equipment and software issues.*- Reporting and providing feedback to Customer Support department in the U.S. for improvements in products and working methods in accordance to the SLA’s and SOP’s.*- Handle cases assigned over from Global, due to differences in time zones & work balancing (Saudi Arabia, Egypt, China, Indonesia, India, South Africa, Australia and Canada).*- Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, into the CRM/Sales force program.*- Generate out of Production notifications. Schedule and lead Post Mortem review meetings and create After Action plans.*- Process service generated Return merchandise authorization (RMA).*- Obtain, review and approve Project “Hand-overs” in accordance with SOPs.*- Provide support for Microsoft operating system Windows 7 and MS office 2010, resolve Network, laptop and workstation issues for our offices in UK and Belgium.*- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority*- Modify configurations, utilities, software default settings, etc. for the local workstation*- Maintain inventory of all equipment, software and software licenses*- Report issues to the Service Desk for escalation*- Manage PC setup and deployment for new employees using standard hardware, images and software and assist with onboarding of new users