Chawki Hamdi

Provide end-to-end IT support for business operations, managing incidents through resolution or appropriate escalation to maintain operational continuity Ensure mission-critical IT backend reliability for both on-site and off-site auction sales events, supporting multi-million euro transactions Plan and prioritize daily workload to meet agreed SLAs while efficiently managing site IT and operations queries Collaborate with consultants, stakeholders, and sub-contractors on various IT projects, ensuring alignment with business objectives Maintain enterprise security standards by ensuring all servers and end-user computers are fully patched with latest operating systems Identify potential IT project challenges and opportunities, analyzing issues and developing optimal solutions to mitigate risks Participate in contract renewal negotiations with Head of IT and vendors, contributing to strategic procurement decisions Lead team workload distribution and organization to maximize efficiency and productivity Support rollout of new applications and hardware solutions, ensuring smooth implementation and user adoption Maintain comprehensive hardware and software asset inventory management, ensuring quality and completeness

Performed IT support with proper skills and care, in a professional manner, and in accordance with industry standards, Methodologies, and Guidelines. Diagnosed IT system problems, inefficiencies and weaknesses. Collaborated with technical in-house teams to ensure familiarity with technology. Implemented technological solutions to meet business needs.

Oracle DEMANTRA Project: Testing newly developed application throughout different phases of implementation. Running reports and processing Data Validation. Prepared training material for UNHCR Supply Officers for the innovative solution to be used throughout global offices. Transport and Delivery Unit: Effectively arranged plans for delivery of relief items according to operational needs. Coordinated activities of implementing partners and/or contractors performing supply-related activities. Adequately ensured timely customs clearance of consignments & oversaw storage of goods according to rules and regulations. Successfully coordinated activities of implementing partners and/or contractors performing supply-related activities. Drafted and dispatched quotation requests and/or tenders, and assisted in the evaluation of offers and draft bid-tabulations.

Provided global user assistance on systems account administration (create, maintain, delete and troubleshoot) for the following systems: Active Directory, Office 365, Lotus Notes, Intranet & Workgroup Management. Created, maintained and performed reset accounts; assigned authorization profiles/functional roles either via SAP or GRC tool. Prepared & escalated audit to IT Officer. Managed SAP licenses as per business policy and guidelines & Performed WebHRIS, MIR/BIR & Remote access. Ran statistical reports on systems access & performed escalation/exceptions reports. Ran audit report and Critical transaction reports in SAP/GRC (Approva).

Rendered assistant to FAO personnel, divisional transaction initiators and approvers in processing various transactions in the FAO corporate resource management system GRMS through answering queries received via LanDesk and telephone. Processed queries and requests relating to administrative systems access received via Service Desk and ensured the timely processing of requests in line with the defined procedures and service level agreements for system access. Initiated a variety of technology transactions in the computerized financial systems. Assisted FAO candidates and job applicants in using iRecruitment (Oracle) system.

Supported Process Management - Ensured that all product support issues are handled appropriately through issue engagement, follow- up, documentation and escalation. Ran reports with KPIs on IT EMEA Support team to monitor quality of work and staff members' performance. Discussed clients' feedback on surveys with US Customer Service Advisor team for service quality improvement opportunities. Executed Licensing Needs - Educated and assisted with ImageNow product suite licensing - production, training, failover, transition and supported test environments. Cross Team Coordination - Coordinated technical and non- technical resources across Perceptive Software departments.

Assisted end-users on production sites with company's production system in IT and database related issues. Provided base level IT support to non-technical personnel within the business. Identified and solved technical issues in timely manner with a variety of diagnostic tools. Repaired and conducted technical preventive maintenance of the personal computer. Provided on premise support for all locations as assigned and equipment relocation.

Built and installed PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smartphones) related to desktop infrastructure, in accordance with standards. Administered and maintained end user accounts, permissions, and access rights. Provided technical, operational and training support to company personnel for all computer related equipment, peripherals, accessories and components.