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Youness EZZAHIM

MOHAMMEDIA

En résumé

Dynamic, determined, well disposed to public relations, interested in expanding my knowledge through new experiences, committed to self-development and learning. I am able to handle stress and difficult situations; I have always tried to focus mainly on practical problems and specific deadlines, plans and projects. I am inclined to evaluate new ideas, methods and solutions, different possibilities and alternatives. Strong negotiation skills and ability to influence and prove value; I used to work for goals and teamwork. Strong motivation to drive personal performance to achieve targets and strive for continuous improvement. My work experience gives me the chance to work in groups, to interact and cooperate with other people. I like to work in multicultural environments, keeping in touch with a multitude of people from which I can compare and learn new ideas.

Mes compétences :
ITIL Foundation V3
Microsoft Project
CAPM
Management
Six Sigma Green Belt

Entreprises

  • Dell Inc. -  Resolution Specialist

    2011 - maintenant The Resolution Specialist in EMEA Resolution Expert Center (REC) addresses executive escalations and technical unresolved issues.

    • Handle escalated complaints from the Technical 2, Technical Account Manager, Sales , Global Account Manager & Quality Team
    • Investigate complaints and escalate as required to the appropriate factory engineer team
    • Follow-up on the resolution of complaints
    • Document complaints root causes, propose solution and implement them to solve customers' problems
    • Provide clarifications to clients in written or verbally
    • Incident Resolution with single point of contact
    • A Specific On-Going Unresolved Issue
    • Normal Channels of Support were Unsuccessful
    • Requires 2nd Tier Tech Support Expertise or Ownership

    The EMEA Resolution Expert Center is link between Business Units for all countries in EMEA and Emerging countries, we are covering more than 100 country by providing support for quality failure, implementations inquiries and any other mission that all different issue that may have customers, sales, and exec.We work directly with factory quality engineers to find the root cause and the final solution for all product quality issues, and we are able to provide to the final customer a workaround for the issues, till we find the final solution. We are also able to raise Action Plan for resolution product quality issue to our internal and external customer.

  • Dell Inc. - Technical Mentor

    2007 - 2011 •Mentoring of a team of Computer engineers for the large accounts (France Telecom, KPMG, SHELL, AXA France, and Orange.)
    •Trainer on the products DELL (Optiplex, Latitude, Precision and Workstation).
    •point of contacts with Helpdesk & IT of the large companies.
    •Specialist in the Wireless network (WLAN, WWAN).

  • Dell Inc. - Computer Technician specialist

    2004 - 2007

  • Marketing Advice - Technicien en Informatique

    2003 - 2004 Responsable du parc informatique (développement d’application de Gestion en VB & SQL Server) & maintenance du parc informatique de nos clients.

  • Office national d'Electicité Maroc - Stagaire a la division de transport d'élécticité

    1999 - 1999 Migration et traitement des données d’Excel vers Access, dans le département statistique.

Formations

  • FST Settat (Settat)

    Settat 2008 - 2009 DESS

  • Institut Supérieur De Gestion Et Informatique (ISGI) (Casablanca)

    Casablanca 1998 - 2000 Technicien Spécialisé en système d’information,

Réseau

Annuaire des membres :