Abderrahim KHEZAMI
Incident Manager | ITIL v4 & Cloud
Salaire / Taux journalier
Tunis, Tunisie
Freelance
À distance uniquement
Langues
À propos
Introduction
ITIL® v4 certified Incident Manager with 3+ years managing enterprise IT operations and service desk teams. Proven expertise in ServiceNow administration, incident prioritization, and achieving 75% certification rates in technical training programs. Specialized in cloud computing, process optimization, and end-to-end incident resolution for improved business continuity.
Expérience de travail
everience TUNISIA
sept. 2021 - Présent
5 ans 2 mois
Mexico, District fédéral, Mexique
Technical Training Consultant
sept. 2023 - Présent
3 ans 2 mois
Mexico, District fédéral, Mexique
✔ co-ordinate and assist trainees on instructor-led courses ( Foundations & Associate level) 🎯 75% of each integration must obtain the required certificate is the goal
Incident Manager
janv. 2023 - Présent
3 ans 10 mois
Mexico, District fédéral, Mexique
𝔸𝕔𝕔𝕠𝕣 | ʙᴜꜱɪɴᴇꜱꜱ ᴀᴄᴛɪᴠɪᴛʏ ᴍᴏɴɪᴛᴏʀ | ᶠᵉᵇ.²⁴ ✔ End-2-End process implementation ✔Overseeing and monitoring backlog evolutions ✔Manage Escalations and pain points 𝔸𝕏𝔸 | ɪɴᴄɪᴅᴇɴᴛ ᴍᴀɴᴀɢᴇʀ | ᴶᵃⁿ.²³ _ ᴶᵃⁿ.²⁴ ✔ Overseeing the incident management process and team members involved in resolving the incident. ✔ Responding to a reported service incident, identifying the cause, and initiating the incident management process. ✔ Prioritizing incidents according to their urgency and impact on the business. ✔ Adjusting the incident management process as required to ensure its effectiveness. ✔ Communicating with upper management if major issues are found in the IT system.
Service Desk Analyst
sept. 2021 - déc. 2022
1 an 4 mois
Mexico, District fédéral, Mexique
✔ Creating and documenting all support calls from the user community into the service desk tracking software ✔ Resolving incoming client and personnel IT queries remotely via RDP (Citrix | SCCM | BOMGAR) ✔ Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
BITS "Business Information Technology Solutions"
janv. 2021 - août 2021
8 mois
Délégation El Menzah, Tunis, Tunisia
Information Technology Field Technician
janv. 2021 - août 2021
8 mois
Délégation El Menzah, Tunis, Tunisia
✔ IT Field Technician ✔ On-premises Servers / Network printers installation and OS setups
Freight Forwarder
janv. 2021 - juil. 2021
7 mois
Délégation El Menzah, Tunis, Tunisia
✔ Customs clearances ✔ Product certification processes ✔ Stock management
Freelance Industrial Designer
ToptalFreelance
juil. 2017 - janv. 2021
3 ans 7 mois
Tunisie
✔CAO DAO realizations ✔ Product design and prototyping accordingly to the product’s function requirements ✔Logo creations and branding
Automotive Technician
IVECO-Tunisie
févr. 2018 - juil. 2020
2 ans 6 mois
Megrine, Tunisie
✔ Diagnosis and assessment of errors and malfunctions on both electrical and mechanical automotive systems👨🔧 ✔Automotive repairing🛠 ✔Automotive dispatching according to malfunction detected ✔ Customer services 👤
Technical Sales Representative
MyTek.tn
août 2016 - oct. 2016
3 mois
Tunis, Tunisie
✔️ After-Sales Services ✔️ Workstation and printers installations and deployment
Packaging Designer
Createam Tunisie
juin 2016 - juil. 2016
2 mois
Mexico, District fédéral, Mexique
✔ Participated on the advertising campaign for the "Ice Coffee" 🧊 ☕ product from the "Ben Yedder" brand ✔ Part of the design team for rework of the "delice" milk 🥛 crate packaging
Formation
CSFMA - Centre Sectoriel de Formation en Mecanique Automobile
Bachelor of Technology - BTech
2017 - 2020
4 ans
Université Centrale Tunisie
Bachelor's degree
2015 - 2016
2 ans
ESSTeD - Ecole Supérieure Des Sciences et Technologies du Design
Bachelor's degree
2013 - 2015
3 ans