Achraf Hammami

• Location: Tunisa and France: • Manage the IT service management contracts in my charge and make sure that all services are delivered in time within the required quality. (15 service Desk Contracts(24/7), 2 Infrastructure Monitoring contracts, 5 service management contracts) • Coaching, leading and Managing an international 24/7 support team • Make sure that my team members are providing effective and efficient technical services which meet the needs and requirements of my clients: Morning health check, Daily, weekly and monthly tasks and reports are delivered • Make sure and work with all my team and clients to meet SLAs and KPIs: Define them, share it with my team and give them the solution to meet all required SLAs, Defining action plans in case of gaps • Define services plan and catalogue in agreement with my client • Organize and present technical and operational comities • Build and update production dashboards to make sure that we have the daily, weekly and monthly follow-up of the KPIs and SLAs • Define the delivery models to meet contract terms and financial goals • Actively participate in RFP technical and business responses

 Collaborative service & SharePoint support: (WSS 3.0, SharePoint 2007/2010/2013):SSP shared services, WebParts, deployment and management of solutions, Profiles and MySites, Business Connectivity Services, Central Admin, STSADM, Backup and DR procedures and strategies. SharePoint Site design and layout, templates, master pages. Excellent configuration, administration and management skills for SharePoint 2007 (WSS 3.0), 2010 (Enterprise) farms (SP2013 training in progress), knowledge of configuring and tuning of IIS6 and IIS7, Working experience with MS SQL 2005,experience of key web technologies such as HTML\CSS. Designing and creating workflows  Domain and Active Directory support  Exchange Support

Competencies & Professional / Technical Skills: Performs Tier II/III problem management, isolation, resolution, records and escalate incidents and requests to the appropriate service as required ensuring the quality of service and within established SLA’s. Remote Desktop 2nd level Support for Windows OS and Microsoft or 3rd party Application Provides direct support in the day-to-day operations on user systems; duties include evaluation of system performance and troubleshooting, Responsible for the Builds process, using ALTIRIS / SCCM, for machine deployment. Troubleshoot computer hardware, printer, and video conferencing equipment and software problems to resolve issues. Troubleshoot standard phone, mobile phone (Blackberry , iPhones), and mobile device issues Working knowledge of AD, Exchange, TCP/IP, DNS, DHCP, VPN Provides the business knowledge and technical skills to support Windows, implement technical strategies, evaluate products and provide a superior level of technical support. Work to improve the systems and processes in place by researching and analysing the current environment and recommending solutions / products to improve the overall support level of the Helpdesk team. Assists in the management of project implementations including design, testing and deployment of new software and hardware, including desktop applications and operating systems. Write and/or review Technical Specifications, Installation Guides, Installation Qualifications, Change Requests, Configuration Specifications, and Unit Test documentation. Works with procurement staff to purchase hardware and software. Manage third-party suppliers where responsible to deliver a Service Level agreement and or Operational Level Agreements Assesses functional needs to determine specifications for purchases Incident management IT Project specialist

Title: Role: IT Site Coordinator Supervision, Hiring and training: Hiring new IT profiles within the company needs Train new team joiners lead the team and Backup the IT Senior Manager Incident managment: Ownership of the incident lifecycle to satisfactory resolution as confirmed by Service Management Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate Document and make transparent all relevant processes and procedures for the provision of Incident Management Comply with Change approval process and change management. Ensure that the solutions, systems, services and on-going procedures conform to the guidelines/requirements agreed within the company policies IT Project Specialist: Provide project management support to deliver projects within the established budget and time line. Creating and executing project work plans and revise as appropriate to meet changing needs and requirements Identifying resources needed and assigning individual responsibilities Coordinate works with different external intervenient / 3rd party and implementation of the development Office’s special projects Actively participate in project work groups and provide recommendations, solutions and support to achieve goals Provide status reports and progress updates as needed and communicate difficult or sensitive information Assists with training documents and hand-outs for Raiser’s. Update Policy and Procedure manual as required.

Network System Administration (Windows Server2003/2008) Specialist with desktop imaging, patch management and deployment. Working knowledge of Symantec Ghost, ALTIRIS, SCCM. Microsoft windows server 2000 / 2003 / 2008 expertise Security and Antivirus management Symantec Norton / Symantec EndPoint Mail server management Microsoft outlook 2003/2007, Lotus Notes Backup service expertise: Symantec Bexec V10 Data Base knowledge ; Oracle, SQL Experience with Microsoft Active Directory, Active Directory Group Policy, Advanced Group Policy Management, and Group Policy Preferences Experience with Microsoft Internet Security and Acceleration (ISA 2004/2006) installation, topology configuration and rules console management Experience with application/workstation virtualization concepts and products such as Citrix XenApp and VMWare, Sufficient Knowledge of Networking, Voice and Communications Infrastructure for troubleshooting techniques