IT Management Developer Services

Ilias Elmrini

 Flag   Morocco   Rabat, Rabat-Salé-Kénitra, Morocco
Freelancer

Services

IT Management Developer Services

20 YEARS of experiences on IT, (Customer Service, Technical Support, Helpdesk & AMS), My professional experiences are based on customer relationship, handling incidents, user requests, evolutions, correctifs & providing the necessary support, resolving incidents and problems + customer satisfaction.

About

20 YEARS of experiences on IT, (Customer Service, Technical Support, Helpdesk & AMS), My professional experiences are based on customer relationship, handling incidents, user requests, evolutions, correctifs & providing the necessary support, resolving incidents and problems + customer satisfaction.

Education

1996-1999: BAC + 3, Graduated from the Higher School of Networks & Computer Systems and Management (ESRIM in Settat)
1994: Baccalaureate in experimental sciences, Lycée Errazi Settat.

Work Experience

PROFESSIONNEL CARRER
CGI- From 02/06/2019 to date (Casablanca-Morocco)
Team Manager and Senior Supervisor
Client : IPSEN

Project : AMS for SAP Supply Chain, Managing at 13 consultants team.
Financial and budget follow-up,
Planning, project Health check, KPI and quality follow-up.
Customer relationship.
Functional/Technical environment : SAP MM,SD,WM & FI.
Preparation and production of weekly and daily reports (Productivity, Prioritization and JIRA imputation).
Planning and leading team mornings and implementing team actions and strategies.
Realization and preparation of slides of the operational weekly, steering committee and reports of the Run phase.

CGI- From 02/01/2018 to 30/05/2019 (Casablanca-Morocc)
Sap Team Supervisor MM SD
Client : AIRBUS

Deliver all IT services (AMS) for Procurement, Logistics & Transport, Quality and Conf Management, Manufacturing & FAL operations for all departmental applications.
Supervise a team of SAP support engineers in extended mode.
Supervise and audit compliance with SLA commitments.
Process and resolve Logistics Physical Flow incidents.

LBOS – From 05/01/2017 to 25/05/2017 (Casablanca-Morocco)
Dispatcher

Technical Support for End Users.
Registration and activation of customer accounts.

INTELCIA, From 04/05/2015 To 23/12/2016 (Casablanca-Morocco)
Helpdesk Team Leader

(France and Overseas).
Treatment and resolution of customer incidents.

DELL From 20/12/2012 To 31/11/2014 (Casablanca-Morocco)
Change Manager
Accept, prioritize and categorize change requests. Reject changes out of scope or not in accordance with the change management strategy. Update change management reports to monitor and track changes
Hold change committee meetings (CAB) and stakeholders
Ensure preparations for an ACR meeting and creation of agenda and distribution of exchange requests
Work closely with trainers to ensure the skills of teams
Negotiate end user downtime for change implementation
Ensure changes are communicated adequately and in a timely manner
Review all implemented changes to ensure they have been applied
Identify change requests that have not been processed on time and take appropriate action.
Collaborate with knowledge manager and implement the database with new BDC cases for the management of new incidents by operational teams.
Hold meetings with operations and track changes and measure impacts


DELL From 12/05/2003 to 31/11/2012 (Casablanca-Morocco)
Helpdesk Team Leader

Manage and lead teams (Supervisors, Technicians) Service Desk. Support for Hires news: organization of integration.
Weekly team: Animation and participation (Briefing, process explanation, AQDS and technical tips….) Regular planning of one to one team members (performance and personal development.
Reporting and management of major incidents, ITIL Process.
Monitoring and development of operational action plans.
Ensure customer satisfaction and the achievement of contractual objectives.
Realization of dashboards and Restatement requests.
Realization, AND animation of operational committees Delivery committees.
Help launch new activities.

Awards

ITIL V3 SCRUM SFPC PMEC NSE1 IBM GARAGE METHOD CNSS DELL FOUNDATIONS OF LEADERSHIP