CLASSIFICATION: C* - NON-CONFIDENTIAL

BILEL AYARI

Virginia, USA +1-571-***-****

ady7pm@r.postjobfree.com

https://www.linkedin.com/in/bilel-ayari-46247a84/ · Having more than 14 years in IT support with advanced knowledge in the service management modules with ITIL V3 and V4 certifications. Highly organized and always aiming to provide excellent end user oriented support along with working toward company values and international standards. I have led different technical teams with total understanding of different backgrounds and cultures. EXPERIENCE

MAY 2016 – TO PRESENT

SYSTEM ENGINEER SITE SUPPORT AND DESKTOP SERVICES, QATARENERGY, QATAR

• Managing site support technicians in the different sites across Qatar based on the workload, nature and criticality of the operations.

• Forecast the workload and plan the required resources and workforce.

• Work with vendors to facilitate any software/assets deployment particularly for critical system or with large impact by facilitating any onsite resource and providing the required technical support and access, Ex : Office 365 enrollment where coordination was done with the infrastructure and Microsoft team to ensure a smooth deployment to the end users by discussing and ensuring the needed communication, training and deployment schedule.

• Work with Service Desk and site support team to automate certain provided services by implementing

• Facilitates qualitative and quantitative assessments of service provision, identifying areas of improvement and engaging with the business and ICT teams for implementation.

• Take a significant role in the integration of multiple company with the QatarEnergy that eventually have a large economic scale impact on Qatar to ensure proper resources and assets availability: Take over the operatorship of the North Field, one of the largest oil & gas field in the country

• Prepare Smart objectives for the site technicians and Service Desk agents that will be used during the end of year performance review.

JAN 2016 – APR 2016

SERVICE DESK MANAGER, MAGASIN GENERAL TUNISIE, TUNIS

• Make necessary planning of the workforce to ensure Help Desk availability during business hours and ensure on-call support availability.

• Report to senior managers on any issue that could significantly impact the business

• Improve the overall customer support of the Helpdesk are continually carried through CLASSIFICATION: C0 - NON-CONFIDENTIAL

• Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions Coordinate with project manager division to implement and develop the needed ITIl processes that are in relation with the service desk and other IT entities SEP 2014 – DEC 2015

TECHNICAL SPECIALIST - CHANGE MANAGEMENT (ITIL), FIDELITY WORLDWIDE INVESTMENTS, TUNIS

• Apply a structured methodology and lead change management activities to ensure that the change work stream is managed in an effective and efficient manner.

• Chair the CAB meeting to assess and review the risk and impact of the changes.

• Coordinate with the different teams (Technology and Business) in the different location (Tunisia, Central Europe, United Kingdom, and India) and provide the necessary reports, training and update on the process. • Train the new joiners and make sure they are fully aware about the process and the practice used in the daily operation.

• Coordinate with Incident Management and Problem Management teams to ensure effective planning on the changes required as part of the resolution of major incidents. NOV 2013 – SEP 2014

DESKTOP TECHNICAL ANALYST, FIDELITY WORLDWIDE INVESTMENTS, TUNIS

• Provide first and second level to resolve and escalate hardware and software related issues within the agreed SLA.

• Supporting conferencing system, printing telephony, mobility equipment and solution, network wireless, virtualization, application support

• Project management: First point contact and coordination between stakeholders (engineering teams, vendors/brokers and end users) for and enrollment and deployment of assets and software on a large scale.

• Maintain the inventory and the status of the deployed assets and ensure proper deployment, write-off is being place.

JAN 2010 – NOV 2013

SERVICE DESK TECHNICIAN, ADP ES TUNISIE, Tunis

• First level of support as Technician in the help desk team, managing the tickets received by phone and emails.

• Provide online support on software and hardware incidents and can be solved directly on user's machine. End-users are based in Tunisia, France, Italy, United Kingdom, Switzerland, and Denmark ...

• Train the new joiner and prepare their integration in the team. CLASSIFICATION: C0 - NON-CONFIDENTIAL

Aug 2007 – Jan 2010

DELL TECHNICAL SUPPORT TECHNICIAN, STREAM GLOBAL SERVICES, TUNIS

• Technician: Assist the customer by phone that face incidents on their dell laptop & desktops

• Sales Mentor: Monitor the activity of sales over the phone of team composed by 41 technicians and report the results to the management teams and establish an action plan to improve the sales number.

• In charge of the integration of new groups during a month to prepare them for the activity.

• Communication trainer: Establish training session for newcomers or for the ones that needs a refresh session.

EDUCATION AND QUALIFICATIONS

SEP 2004 – JUNE 2007

BACHELOR SYSTEMS TECHNOLOGIES INFORMATION AND COMMUNICATION, lnstitut Superieur Informatique, Tunis

DEC 2014

ITIL V3 FOUNDATION, AXELOS

JUNE 2022

ITIL V4 FOUNDATION, AXELOS

SKILLS

• Active directory • App-V troubleshooting

• Office 365 • VPN troubleshooting

• Service-Now • Windows 10 troubleshooting

• Assyst ticket tool from BMC

• JIRA

LANGUAGES

• Arabic: Native

• English: Fluent

• French: Fluent

• Italian: Intermediate

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