Abdellah AITRAIS


En résumé

- Service Delivery Management, ITIL, PRINCE2
- Information Management Specialist with over 11 years of experience in Service Desk Management, Network Operating Center, and Helpdesk.
- Specialties:
o Technical Support Service Delivery Management.
o Offshoring ITO, Team Building / Leadership.
o Problem, Change, Access, and Incident Management.
o Project management: PRINCE2
o Customer Service / Support.
o Process Development. Capacity Planning.
o People Management & Development.
o ITSM, BSM, BMC, CA, PMP, BPO, Cloud computing, BPM, HP, IBM, IT Governance, PMO.
- Excellent written and verbal communication skills in both English and French, and ability to establish and maintain effective relationships with customers.

Mes compétences :
Team Management
verbal communication skills
training of Service Management staff and performan
problem solving
Technical Support
Team Building
Software Deployment
Six Sigma
Service Desk Management
Responsible for procedure improvements
Proven experience
Project Management
Process Development
Problem Management
People Management & Development
PRINCE2 methodology
Microsoft Windows 2000 Server
Microsoft Windows
Manage the resolution
Manage requests
Lean management
Keep Management
Incident Management
IBM Hardware
HP Hardware
Good prioritization skills
Financial Accounting
Develop plans
Day-to-day management
Data Analysis
Continuous development
Client Facing
Capacity Planning
Business Intelligence
Abdominoperineal Resection


  • AECL -KSA - Service Manager

    2014 - maintenant Project: SAP implementation
    Set up Service Desk management
    Build Transition management plan
    & Configuration management
    Manage Teams from different streams
  • Capgemini - SDM -Incident and Problem Manager

    SURESNES 2013 - 2014 Projects: Essilor

    * Continuous development and documentation of the Team's operating procedures to underpin ITIL processes. ;
    * Ensuring the Service Management functions develop in-line with Capgemini and Business Requirements. ;
    * Develop and maintain positive and effective client relationships as part of ensuring client objectives and deliverables are met. ;
    * Day-to-day management of the Teams within the Service Management function, ensuring a close attention to details ;
    * Recruitment, induction and training of Service Management staff and performance management (including active participation in the APR process) ;
    * Acting as the primary interface with the Client for all Service Management related activities ;
    * Client facing activities to include various meetings, Change Board, Major Incident Board, Backlog, SLA. ;
    * Facilitate the RCA root cause analysis process, perform RCA quality reviews, and execute Problem Management as it relates to RCAs. ;
    * Responsible of animating the daily set up meetings with all team leaders.
  • TES Consulting - IT Project Manager

    2012 - 2013 Project: WalMart

    Coordinated software deployment project:
    * Defines project scope, charter, goals and works with the project manager and stakeholders for approvals.
    Made sure that the project is completed on time and meet all business requirements.
    Monitored schedule, cost, and quality goals for the project.
    Ensure all processes and procedures are followed, quality standards are met.
    Maintained the project tracking and provided status reports to the project manager.
    Identified and proactively resolved issues/conflicts within the project team.
    Manage the resolution consistently with Service Level Agreements (SLA), and maintain comprehensive knowledge of SLAs and current status of SLA achievement and risks.
  • CompuCom - Change Manager

    2010 - 2012 Project: Suncor Energy

    * Coordinate, maintain alignment, and exchange information between all the support groups. (For Suncor Energy account) ;
    * Develop actionable plans - including communication plan, roadmap, coaching plan, and check lists. ;
    * Manage requests depending on the load and priorities, SLA compliance, communication with different groups, SDM and managers. ;
    * Participate in improving the process of updating the knowledge base. ;
    * Check compliance ITIL, from the creation of tickets to the processing and closing. ;
    * Make reminders of instructions to the various groups and communicate the new procedures. ;
    * Prepare and submit reports daily, weekly and monthly. ;
    * Develop plans to improve performance and productivity; develop, document and implement new and changed processes as required ;
    * Leading the WOM weekly operational meeting with team leaders to discuss and follow up all actions that must be taken.
  • CGI - Access and Problem Manager

    Casablanca 2007 - 2010 Desjardin Bank & Canada Post Projects.

    * Served as main point of contact on all network-access related to Desjardin Bank and Canada Post accounts.
    * Work hands on to produce accurate and informative solutions.
    * Resolved and escalate issues in a timely fashion, and provided a high level support to clients.
    * Responsible for procedure improvements, and participated in the implement of new projects and their rollout.
    * Chair Meetings with all required resources for project assignments, and architectural review.
    * Approved and administer user accounts, permissions, and access rights.
    * Ensure that Service Levels Agreements are followed.
    Work on a shift schedule to support non-business hour major incidents.
  • IBM - Software deployment -Account Manager-

    Bois-Colombes 2005 - 2007 projects: TD Bank & Manulife Financial.
    * Point of contact for Customer, projects and production escalations for all issues related to TD Bank and Manulife Financial accounts.
    * Prepare, maintain, and publish distribution schedule plan on a massive scale using Tivoli.
    * Daily report to the software deployment manager.
    * Ensure distribution reporting statistics are maintained and updated into the reporting environment.
    * Maintain a high level of employee morale within the team.
    * Coordinate escalation between the Support Teams.
    * Bring forward common on problems to management to gain time and productivity.
    * Establish service level agreements with end users.
    * Provide guidance to junior members of the team.
  • HP Enterprise Services - Duty Manager

    Courtaboeuf 2004 - 2005 HP Call Center, Montreal

    * Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved. ;
    * Maintain and update the helpdesk procedures, and policies. ;
    * Coordinate escalation from the Support Team to escalation partners. ;
    * Record and track issues concerning system or network problems using remedy. ;
    * Analyze help desk performance through statistical and reporting methods. ;
  • WAVETEK Network Solutions - Network Analyst

    2001 - 2003 * Perform research and analysis necessary for developing hardware and software configurations. ;
    * Write recommendations regarding system configurations and interfacing considering user needs. ;
    * Keep Management informed regarding new technology and the ongoing IT development. ;
    * Send a weekly report to the manager.

    * Languages:


  • SAIT Polytechnic (Calgary)

    Calgary 2010 - 2010 Certificate: Business Intelligence: Data Analysis and Reporting
  • City University Of New York (NYC)

    NYC 2001 - 2003 Bachelors Degree
  • City University Of New York (NYC)

    NYC 1999 - 2001 Associate Degree