Younes Bezaz

As a Projects Director of Infrastructure I'm responsable of the following support customers in theire digital transformation project. pilot and manage the deployment of services and solutions covering the entire value chain, from the workspace to the data center and the Cloud. Supporting clients in carrying out projects Manage customer relationship Deployment Organizer Establish the workload and the provisional schedule Manage steering committees Lead the project team Manage relationship with suppliers and stakeholders Ensure compliance with deadlines and costs Technologies and Methodologies used: V model project management, RedHat OpenStack et Openshift; VMware NSX; MDM Workspace One; DLP Broadcom; Autosys Broadcom; Kafka ESB, Axway Gateway CFT ; Datalake Cloudera

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Involved in customer installation and training. Provides support to customer/users where the product is highly technical.

As an Apple, Senior Advisor at Convergys, I support many of our popular products, from iPhones, iPads and Macs to Apple TV's and their various operating systems - macOS, iOS, and tvOS. providing world class customer service, troubleshooting, and technical support. and use my technical expertise, creativity, and passion to meet their needs

Management and Implementation of CRM (Customer Relationship Management) projects for the pharmaceutical industry (Mobile Intelligence, Teams, Trends). * End User support. * National Territory Healthcare professional Database management. - Keep the HCP database up-to-date. - Quality improvement Implementation of the Database. * Management and implementation of IT and organizational solutions with the group's strategy aggreement. - Establishment and management of the Helpdesk support with the ITIL standard best practice. - Management of workstation, networks, servers, software, Networking.

install and configure computer hardware operating systems and applications monitor and maintain computer systems and networks talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues troubleshoot system and network problems, diagnosing and solving hardware or software faults replace parts as required provide support, including procedural documentation and relevant reports follow diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications set up new users' accounts and profiles and deal with password issues respond within agreed time limits to call-outs work continuously on a task until completion (or referral to third parties, if appropriate) prioritise and manage many open cases at one time rapidly establish a good working relationship with customers and other professionals, such as software developers test and evaluate new technology conduct electrical safety checks on computer equipment.

Ability to analyse the customer’s request and identify proper course of action Incident ticket creation if and when required Follow-up and customer call back for closure request Monitoring of customer platforms via Orange monitoring tools Creation of proactive incident tickets when required Apply technical instructions for resolution of incidents for troubleshooting incidents Communicate with end users on incident status Performs request fulfillment processes on simple/standard change requests Escalation follow-up Initiate and follow crisis process for major incidents Production of periodic and adhoc reports for different teams Communication on Incident progress and resolution IT Proficient: Linux, Windows

• Providing first-level support • Using troubleshooting techniques and tools to identify technical defects/issues • Assigning incidents in line with documented guidelines and procedures • Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident • Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database

Taking inbound technical support calls from customers with setup or connectivity issue. Aassisted customers in repairing their software