OPERATION MANAGER / CTO / PRE SALES / KEY ACCOUNT MANAGER / CHANNEL PARTNER MANAGER / BUIS DEV
VOCALCOM MENAT
Total years of experience :11 years, 11 Months
My Experience in Vocalcom is like an ambitious adventure. We created the company in 2008 by opening the Tunisian Branch in order to provide Vocalcom software and solution for Tunisian Market.
Our goal was to change the market share balance in order to become the leader in contact center solution for Tunisian Market.
After 2 years all goals in Tunisian Market was reached and we decided starting from 2009/2010 to enlarge our area by opening 3 new branches: Algeria, Lebanon and Turkey.
In 2011 we complete our area by joining Vocalcom MEA to our regional area to become MENAT: ME, North Africa and Turkey.
From the End of 2010 till 2012 I was assigned in 50% of my work time to develop the Turkey and MEA branches by making intensive study about the market share, position and competitors. Even the study is finished we started to enforce our team, organization and putting new process that help the company to increase the percentage of its market share and position in the region.
In Vocalcom I am working in position of “Manager of Operations” and assigned to different roles in same time like:
Regional CTO for MENAT region.
Head of Network and Security.
Senior Presales Expert in Vocalcom solution’s.
Member of Vocalcom Worldwide expert.
Project Manager for all MENAT projects.
Key account Manager.
Channel Partner Manager.
My roles in Vocalcom were creative and innovative. One of my major roles in Vocalcom is to manage support and service team, the scope is to reach customer satisfaction and provide them an efficient support and assistance.
I was also responsible for project management through the area. Prepare projects by checking that all process are respected and schedule them in coordination of others project and customer conditions. I created a large of process for standard project management in order to be able to deliver the project in time and 100% matching the customer expectation.
Project Manager for Cortix extensions and infrastructure developments in Tunisia and Europe.
Responsible for the development of telephony infrastructure for Cortix in Euope.
Head of Infrastructure in Tunisia: servers firm, firewalls, routers, international connections, etc.
Project Manager to control and follow up activity for contact center and customer relationship.
Head of Department Statistics and Data mining.
Preparation and supervision of projects development for internal infrastructure of Cortix Tunisia.
Establishment and development of procedures and process for the technical.
Privileged Consultant for infrastructure projects and development in worldwide.
Developing and managing the budget.
Head of infrastructure department: security management and network.
Managing and monitoring various media contracts with different suppliers.
Establishment of different specifications and tendering for projects internal and Europe.
Participation in the response of tenders for offshore contact centers.
Management of IT team.
customer relationship management vendors,
Implementation of Disaster Recovery plans.
Setting up an external backup site in a datacenter in Tunisia.
Monitoring and Management of customer projects internationally.
Management of the technical team.
Management of Telecom and other providers.
Development of processes for managing IT service based on the organization and powers.
Managing client contacts, interview with the CTO, COO, ...
Excellent command of different network protocols.
Very strong knowledge in integration, configuration and installation of network equipment Cisco, Extreme and Avaya.
Network Architect for internal and customer projects, design of LAN and WAN.
Perfect knowledge for the entire network of Teleperformance Tunisia - France.
A wide experience in the detection and resolution of network problems.
A highly flexible self-learning on new equipment.
Managing the network infrastructure, clearing of technical documents and applications procedures for corrective and preventive interventions.
Setting up and implementing a new security policy on all Teleperformance network in Tunisia.
Creating and managing VPN.
Teleperformance Network administration, management, monitoring and optimization, configuration monitoring systems.
Administration of Avaya telephony equipment, G3R and CM range.
Very strong knowledge of new products Avaya S8500/S8700 Multivantage.
Ability to analyze and resolve incidents and problems that occur on the telephony equipment.
Administration of CMS.
Design documents states that include PBX wholes customer information for telephony.
A perfect control of the telecommunications, SS, MCL, international circuits ...
Excellent command of Microsoft environment, MCSA / MCSE, ability to resolve incidents of Level 2 and 3, troubleshooting expert in Active Directory, Architect environments based on the directory.
Very advanced knowledge in Linux namely Debian, Redhat, Suse, ... such as Unix and HP UX 11 i.
Administering a platform of over 20 servers and 900 computers.
Implementation of solutions based on Microsoft environments.
Integration of Business Objects BI solutions.
Administration of database Servers.
Microsoft Consultant.
Backup Administrator for the group.
Troublshotting Exchange Server.
Installation of decision gates.
Support and user training.
Network Administrator NT / 2000 (made Migration)
Active Directory Administration
Head of the computers (130 PCs and servers 9)
Head of 4 remote sites.
Backup Administrator.
Messaging Administrator (Lotus)
Director of the Local Intranet
Data Base Administrator (SQL).
Head of Security (Firewall, Antivirus, Security Policy, GPO, Proxy)
Participation in the development of specific applications for the company (Access and VB)
Participation in the development and Intranet reporting within the group POULINA (DATAWHEREHOUSE).
Support users.