Manager Service

Kais Ben Ayed

**-*** ***** ****.**** –

Carthage Salambo

TUNISIA

Phone: +216-********

E-Mail: ***********@*****.***

Date & place of birth: 09/11/ 1976 Tunisia.

Education

High National Diploma of Art & Communication (2003-2004)

National Diploma Bachelor of Economics and Management (1997-1998)

Experience

Order Management Specialist (07.2017) INFOSYS (Brno)

- Creation, Validation and ordering sales quotes;

- Supporting Sales and Account Managers with Cisco customers’ requests and orders;

- Executing data transactions;

- Preparation of Estimation studies for new/renewal contracts;

- Preparation of productivity and quality reports;

- Order validation.

- Managing prioritized and high escalated cases;

- Assuring accomplishment of required tasks and high customer satisfaction;

- Coordinating critical cases with different departments;

- Controlling required updates;

- Checking the workload and assigning cases to internal agents as defined by

internal scope

- Supporting internal agents in daily tasks.

Process Specialist LVL 2 (07.2015)

INFOSYS (Brno)

-Processing incidents and service requests initiated by customers using either the Self Service module, email, or telephone.

-Creating incidents and service requests on behalf of customers.

-Categorizing incidents by service and category.

-Setting the priority for resolving incidents based on impact and urgency.

-Investigating and diagnosing incidents and researching solutions.

-Managing service requests to make sure that they are not breached.

-Providing status on service request to customers.

-Updating service requests.

-Plan and organize content for monthly newsletter & work with graphic design .

-Escalating incidents and service requests to the next level of support if necessary.

Network Analyst LVL2 (03.2014)

AT&T (Brno)

- Network analyst for layer 1, 2 and 3 of the OSI model

- Managing customer's router and the VPN up to the Service Provider's router.

- Troubleshooting WAN links with Customer Equipment and AT&T switches as Cisco and Juniper devices.

Change Dispatcher BT Wintel Level 2 (10.2012 –10.2013)

IBM (Brno)

- Check if all members are present on the shift.

- Review tickets of our queues at the beginning of the shift.

- Check, approve and assign incident/problem/change re-quests in team's scope .

- Ensure the proper dispatching of the tickets in order to keep the SLA.

- Take responsibility of all incoming communication via mails/calls.

- Check that morning checks have been performed and corrective actions.

- Inform TL/team members on important situations on production

IT Specialist Network Support LVL 1 (3. 2007 –10.2012)

IBM (Brno)

- Assist, support, monitor and remote network devices of important IBM clients.

- Solve operation system problems, in line with the company’s procedure.

Assistant Advertising Manager (01.2006 –01.2007)

Impact Media Group (Tunis)

- Create and conduct highly persuasive sales marketing presentations,

- Schedule all executive-level meeting and organize conferences and incentive tours.

- Manage, coordinate and create print graphic design projects from concept through completion.

- Assist the manager in all operational, strategic, commercial, administrative functions.

Designer –communication adviser (01.2005 –01.2006)

A.O.H Communication Agency (Tunis)

- Apprentice Advertising Chief Junior - Agencies Partnership Manager.

- Develop and implement strategic plans to job market in real estate field,

- Sustain relationships with partners and executive decision makers

Training

2005: Seminar CEFE(Enterprises business Management)

2004 : Communications adviser (3 months) for RAKEN SERVICES

Photograph, retouching and restoration. Creative experience in concrete design theme and graphics for Newsletters, Exposure Brochure and Invitation Card.

2001 : Graphic Designer (6 months) for I.MEDIA :

I was responsible for laying out brochures in QuarkXPress, and designing logos and page elements in Illustrator application.

2

Skills

Languages: English(Advanced), French(Fluent), Arabic(native speaker), Czech(Basic)

Operating Systems & MS Office: Windows XP, MAC OS 9.2 / X, Word, Excel, PowerPoint, Entourage, HS Education (Win 2000, 2003 server UNIX)

Monitoring of LAN and WAN infrastructures.

Tivoli Net view alert monitoring and analyze.

Opening and following e-ESM tickets.

Handling communication with Network Providers, Customer’s OSS, help desk and teams.

Handling critical situations :crises conference call, coordinating Alert process with the service management.

PAO : Adobe Photoshop, Adobe Illustrator, Quark Express, In design …

IBM Certificates: Windows Basics, Network advanced, Lotus Notes, Customer satisfaction, Negotiation skills, Excellent communication and excellent reporting in French.

PMO: Project Management Orientation/PM54

Organisational / social skills : Respect company process, flexible, strong sense of customer service, cooperative, easy learning, communication skills, leadership qualities, Able to cope with deadlines.

Ambitious, dynamic, Sociable but independent, presentable, self-confident, motivated, comprehensive.

Activities & Hobbies

Arts: Design, painting, cinema, photography, visual arts.

Culture: French literature, movies & cinema: an extra actor in some movies and publicity stunt, travel: USA, Canada, Spain, Austria, Germany, Slovakia, Italy..

Other activities: Organizational interests and non-profit volunteer activities.

Internet and Computer.

Contact this candidate