Walid NAFTI

Tunisian

** ***** ***

Married

+***.21.75.50.48

Rue Chedhli Kallela, Résidence El Kawther

Bloc C App: 7, Borj Louzir Ariana 2073

Education

**** - ****

Diploma of Higher Education

Networking

2000 – 2002

3 Levels in Industrial IT

ISET SFAX

1999 - 2000

1-year Mathematics and Physical

Preparatory Institution IPEIS Sfax

1998 - 1999

A levels Mathematics

PROFESSIONAL EXPERIENCE

January 2015

GWE & NAF Operation’s Lead in HP - HPinc

July 2010

Team Leader in HP- PPS CSS French Contact Center Printing in HP January 2009 – July 2010

Technical Mentor for HP IPG Support

Stream Global Services

Curriculum vitae

January 2006 - January 2009

HP Support engineer

Stream Global Services

April 2004 – June 2004

Marketing advisor

Time Share apartments Sale

Société de Tourisme et Commerce Hammamet

Placements:

January 2003 – February 2003

Computer maintenance & networking « ICS »

International Computer Services Menzeh 1

July 2002 - August 2002

Lan installation « CPG »

Compagnie des Phosphates de Gafsa

January 2001 – February 2001

Web conception, Network administration & computer maintenance « CPG » Compagnie des Phosphates de Gafsa

Responsibilities

Team Leader / Ops Leader

• Supervising technical support team

• Creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

• Providing guidance to the team based on management direction

• Directs daily work activities of teams providing remote (offsite) service; customer access, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel and Authorized Service Providers.

• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance

• Provide necessary business information

• Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met.

• Resolve/monitor routine escalations, as appropriate.

• Coordination with stakeholders: ADMs, CRT, Supply Chain, GCE, others qualification teams, Partners to monitor and answer for customer request.

• Planning management

• SLA management

• Backlog management.

• Coaching

• Training & refresh

• Global Monitoring

• Managing Team IT tasks resolution, escalations & follow-up : Cloud Issues, hardware & . Software Issues

Technical Mentor :

• Working independently using standard protocol to respond to complex customer issues. Curriculum vitae

• Resolve difficult technical issues (related to hardware and software) from customer contacts and proactive notification systems.

• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).

• Proactively assist customers to avoid or reduce problem occurrence.

• Participates in projects and provides resolution and feedback based on analysis.

• Coaching

• Training & refresh

• Monitoring

Area of expertise

• Monitoring

• Coaching

• Staff training (TTT)

• Leadership

• Conflict management

• Process adherence

• Productivity and Efficiency Improvement

• Customer services

• Quality assurance

• Problem Solving

• Decision Making

• Management of Measurable Business-Performance

OTHERS

• Networking admin

• Microsoft Office tools

• Hardware and software computer maintenance

• Java, C++

• Rescuer first level

LANGUAGES

• Arabic : Mother L

• French : Fluent

• English: Upper-Intermediate

INTERESTS

• Sports : Football, Handball

• Music

References

Curriculum vitae

• References available upon request

Contact this candidate