Abdelmajid SAKALI

As the Field Service and Support Manager, I oversee daily operations and ensure the quality of our service to stores and warehouses. My goal is to maximize incident resolution by delivering effective, timely solutions, backed by a competent and well-trained helpdesk team (on-site - Levels 1 & 2). Helpdesk Expertise: Lead the resolution of major incidents using high-level expertise. Implement ITIL V4 best practices. Foster cross-functional knowledge sharing and promote best practices. Budget Management: Oversee the department's budget. Define staffing needs and execute effective operational planning. Analyze and determine operational requirements. Team Leadership: Manage and evaluate the on-site helpdesk team's performance. Optimize internal operations and ensure smooth communication. Engage and motivate teams in line with our client's interests. Ensure the team understands our client's strategy and ambition. Foster deep commitment and responsibility among team members. Reporting: Develop daily, weekly, and monthly reports on helpdesk team productivity. Customer Centricity: Set specific customer service standards aligned with operational needs. Make customer satisfaction a priority and a key factor in decision-making. Ensure timely and accurate customer service, including providing feedback. Operational Excellence: Optimize internal processes and establish best practices throughout the support process. Ensure proper application of procedures and implement corrective actions as needed. Encourage measured risks and challenge existing procedures and processes. Mobilize and optimize necessary resources while respecting timelines to ensure quality. Promote communication within teams and ensure consistent interfaces with the organization. Propose new ways to improve the customer experience. Collaboration: Collaborate with IT team managers and regularly synchronize with other Helpdesk Managers.

Service Management - Monitoring and managing digital services (WiFi, screens and payment methods used on trains), to ensure optimal service - Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary - Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for postincident reviews - Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery - Developing a deep understanding of projects to gain insights into the scope of service delivery - Taking accountability for service delivery performance, meeting customer expectations, and driving future demand - Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Performance and Quality Management - Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades - Providing accurate and regular reports to the management on performance of the service delivery - Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Manage External Service providers # Applications for engineering/designing # Servers (Azure) for licensing Day to Day responsibilities: # SPOC (team of 3) for all application related subjects # Acting as business analyst # Application configuration and lifecycle management (test, provision, release, manage, phase-out); # Coordination of the service providers (Service Review meetings, contract management, escalation management, business analysis...); # Roadmap management # Coordination of Service Delivery activities (Service Desk – all teams, Project release tasks, ...);

IT Operations - Technician: Installation / configuration laptops & thin clients - VMware configuration / administration - Smartphone adminstration / Configuration - Cisco phone administration/ Configuration - Printer administration - Support windows software - Inventory - Logistics - Support using remote control (different tools) - TCP/IP - Troubleshooting - On site support branch offices: Antwerp/ Hamburg/ Rotterdam - JML (Joiners/ Movers/ Leavers) procedure - Incident / Change / Problem management - Airwatch administration - Messagelabs - Secureworks / Qualys administration Incident support using TOPDESK application

Analytical optimization

Administratief medewerker, support klanten, opvolging dossiers

Algemene leerlingenadministratie, opvoeder internaat

Administratie, facturatie, technische aspecten, logistiek, verkoop