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Youssef RHANI

Bouguenais

En résumé

Mes compétences :
proper professional training
iOS
eCommerce
UNIX
System Quality Management
Supply Chain Management
Strategic Management
Strategic Analysis
Security testing
SQL
Risk Management
Quality Management
Project Management
Oracle
Microsoft Word
Microsoft Windows XP
Microsoft Windows Vista
Microsoft SharePoint
Microsoft SQL Server
Microsoft PowerPoint
Microsoft FrontPage
Microsoft Exchange Server
Microsoft Excel
Linux
IT Management
HR Strategic Management
Functional Mobile Application Testing
Financial Analysis
Customer Relationship Management
Conduct Management
Client/Server
Calibration
Business Analysis
Audit
Android

Entreprises

  • Bug Busters - QA Software Tester

    Bouguenais 2012 - maintenant * Functional, Localization, and Security testing ;
    * Test plans, cases, processes & functional requirements ;
    * Performance & UAT testing
    * Client server/Web environments ;
    * Writing test cases, testing software, logging bugs ;
    * Experience in Functional Mobile Application Testing for iOS and Android mobile
    applications.
    * Exposure and working knowledge of various industry types such as ecommerce,
    health industry, etc.
    * Strong team member with the ability to motivate the team members and
    exceptional leadership.
    * Strong Ability to work independently with minimum or no documentation.
  • Percall - PTC Team Manager

    Lyon 2011 - 2014 * Execute Manager's plans to address departmental and company initiatives. ;
    * Assign clear responsibilities to direct reports. ;
    * Planning, coordinating and supporting resources to ensure that the team's KPIs are
    met
    * Contributing to or leading ad-hoc projects and initiatives ;
    * Identify Procedures gaps, and take the necessary corrective or preventive action. ;
    * Ensure proper phone/queue coverage.
    * Assist in managing workload of members.
    * Provide procedural direction to members. ;
    * Ensure each member has proper hardware and software. ;
    * Participate in quality calibration and validation sessions. ;
    * Interview potential job candidates. ;
    * Provide appropriate training and development of TSEs. ;
    * Complete quarterly and annual merit reviews. ;
    * Ensure proper professional training of members. ;
    * Identify group members for Excellence Award recommendations.
    * Provide career development opportunities for group members.
    * Promote engineers based on career path.
    * Conduct Management Review Meetings. ;
    * Ensure high priority customer issues are handled correctly. ;
    * Resolve customer feedback/escalated calls. ;
    * Monitor performance and identify new programs to improve efficiency.
    * Ensure implementation and monitoring of PTC process and performance monitoring,
    ensure the achievement of the SLA.
    * Maintain a mindset of continuous improvement, in terms of efficiency of support
    processes, customer satisfaction and the application of tools for monitoring,
    management and optimization.
  • Percall - PTC Senior Technical Support Engineer & Escalation Engineer

    Lyon 2004 - 2011 Assisting customers worldwide in analyzing, tracking, and solving issues related to PTC's
    Pro/ENGINEER, Pro/MECHANICA, Mathcad, Windchill PDMLink, Pro/INTRALINK,
    Pro/INTRALINK Data migrator, and Windchill ProductPoint in these languages: English, Italian
    and French.

    * Helping customers solve technical issues with our widgets.
    * Answering questions from customers and prospective customers about the features
    and capabilities of our software.
    * Developing customer-facing documentation for our website on an as-needed basis.
    * Communicating customer needs and wishes to our development and engineering
    staff.
    * Troubleshooting problems and, where possible, providing workarounds in close
    collaboration with our R&D department.

    * Advise customers regarding the product's proper use and address specific user
    issues.
    * During problem escalations, act as a liaison between customers and other
    departments.
    * Resolving escalated customer complaints without the need for team lead
    intervention.
    * Documenting troubleshooting and problem resolution steps according to KCS best
    practices.
    * Participation in providing training to new hires as required
    * Enabling the improvement of product development processes through deploying outof-the-box solutions.
    * Contributing to PTC's intellectual property and assets through research,
    documentation of leading practices, example work products and methods
    development.
    * Use of case management tool to log and track issue status and related activities.
    * Create and publish knowledge articles for re-use by customers and PTC employees.
    * Opportunities to train, mentor, and participate in continual training and personal
    improvement.
  • Percall-developpement - Manager

    2004 - maintenant
  • Stameria Nardi - Administrator

    2003 - 2004
  • Celes Optical SPA - Administrator

    2002 - 2002

Formations

  • University Of Quebec In Trois-Rivières (UQTR), Canada. (Trois Rivières (Qc) Ga H)

    Trois Rivières (Qc) Ga H 2012 - 2015 Master of Business Administration

    * Leadership
    * Strategic Management
    * Strategic Marketing
    * Financial Analysis and Risk Management
    * Creativity and Innovation
    * SMB Psycho-Sociology and Entrepreneurship
    * HR Strategic Management
    * Business Environment
    * IT Management ;
  • Mediterranean Agronomic Institute Of Chania (MAICh) (Chania)

    Chania 1998 - 1999 DSPU Business Management & Marketing
  • UNIVERSITE MOHAMED V (Rabat)

    Rabat 1990 - 1995 Bachelor of English

Réseau