CURRICULUM VITAE
Name: Ben Hamida Phone: - 485
First Name: Ramzi E-mail:-
Age: 39 years
Marital Status: Married Address: N° 2 Bouchoucha city 7021 Tunisia
SKILLS
- A proven professional experience combines a dual responsibility: Technical + Commercial
- Ability to handle calls professionally and deal with queries efficiently
- Proficiency in technical troubleshooting over the phone (listening, analysis, diagnosis, solution)
- Excellent analysis and problem-solving skills with the ability to write clear reports and action plans.
- Advanced proficiency with case management databases and tools
- Ability to mobilize, facilitate and motivate
- A strong sense of teamwork
- A good customer relationship skills
- Organizational qualities and communication recognized
- Ability to communicate effectively with others, both verbally and in writing.
- Ability to instruct and supervise employees.
- Ability to maintain work schedules and uphold work standards.
- Ability to monitor and evaluate the program and organizational performance in order to assess the efficiency and effectiveness.
Current position
Remote Account Manager with Blackstock Business Solutions
As Account Manager, I work across various softs accounts and also be responsible for developing new business and seeking out sales opportunities.
- Acting as the main point of contact for customers, liaising with them regularly
- Maintaining and developing relationships with existing and new customers
- Working with the team to ensure deadlines and delivery lead times are met - keeping the customer updated at all times
- Generating sales reports and forecasting sales based on activity and orders
- Identifying opportunities to grow existing and new business - collaborating with the rest of the sales team to reach prospective clients
PROFESSIONAL EXPERIENCE
- January 2002 - February 2005 Internet consulting in the Tunisian Company of TV Marketing (Teleperformance)
- May 2005 Team Supervisor in Sellbytel Communications Group on behalf of Hewlett Packard
- October 2005 Agent Helpdesk, Assistant users Renault for all technical issues and applications
Acquire a comprehensive knowledge of the Renault system park in order to troubleshoot and support effectively
- September 2006 ILC Agent (Life Incident Coordination) track incident created by L1 agents and reporting team responsible for the different resolutions
- January 2007 Technical Coach
Provide users and customers with technical assistance and solutions to breakdowns any incidents they face
Follow up requests till their complete resolution.
- July 2007 technical Consulting Level 2
Has the post to drag an experience as Senior Coach and many other results achieved as a coach in the technical center of expertise Renault
I was able to implement and develop my skills and my strengths:
Actively participate in teams to promote the identity of the company, develop the quality, technology and the integration of HP technology-Renault
Advisor (Develop means and strategies for acquiring technical skills)
Negotiate (Play, Raising, Persuader)
Mastering techniques (Maintenance, Installation, Repair, Design) Hardware and software.
This allowed us to achieve excellent results in thermal support of more than 1200 application (maintenance, administration, repair, subscription ....)
A real process and pets safe in an environment of criticality major
Appointed as expert support for VIP, I could also show a very high-quality efficiency and professionalism
- July 2008 Three Months Hardware Training on standard architecture and advanced HP servers.
Brief overview of training expertise include:
ProLiant DL, ML. VMware on HP ProLiant Essentials RDP (Rapid Deployment Pack) Master of RAID.
Following this training I joined the ISS TEAM (Industry Standard Server) HP-Value as a support analyst assistant engineer in the development of their servers, use HP utilities such as HP Insight Diagnostics and HP SIM to gather information critical hardware and software to fix problems and solve them either by update software or hardware replacement.
- October 2009 Support engineer in Hewlett-Packard, providing software and hardware support for HP ProLiant servers
-January 2011 Training on SAN products (Storage Area Network) Library, D2D,
Storage Server, Network Storage Router NSR ...)
Expertise in Enterprise Solutions and its various ranges: EVA, AllinOne1xxx, VLS, SSSU, Virtual Connect...
Administration: Windows Storage Server, Storage Essentials, Command View...
Support Engineer SAN: EVA (Enterprise Virtual Arrays) , MSA (Modular Smart
Array), MSL (Modular Storage Library), VLS (Virtual Storage library);D2D (Backup Disk to Disk), ESL ( Enterprise Storage Library), EML (Enterprise Modular Library); processing box automatic bays
EVA, Brocade SAN switch, HP Virtual Connect Fibre, Fibre HBA Qlogic and Emulex.
Mastery of tools HP: HP Storage Works Command View EVA, HP Navigator;
SAN HP toolbox, and SAN surfer HBAnywhere, HP Library and Tape Tools;
Network Storage Router
HP Storage Works EVAPerf; HP Storage Works SSSU, HP System Insight
Manager and SMI-S, HP Data Protector, HP Command View MSL, HP Virtual
Connection Manager Utility for HP MSA2000 Storage Manager ...
April 2011 Support engineer in HP Storage Works Division SAN-NAS
September 2012: Training on the product purchased by HP: 3PAR and integration the HP 3PAR Storage System support team
April 2013 : Travel to France (Isle d’Abeau) for onsite training on the HP 3Par legacy and Eos product
May 2014 I’m Working with MEMA customer’s handled all proactive care contract for all storage equipment
Octobre 2015 :
Nominate as a TOP leader for ESSN OOH team, working in collaboration with my manager on escalated cases, manage the planning and training for the OOH team (15 engineers)
Part of the Duty Team (OOH), I’m delivering Technical support to world customers (EMEA, MEMA and Americas French-speaking) for a wide range of HPE products (ISS products: ProLiant servers/storage products: MSA, EVA, VLS, 3PAR, StoreOnce.
I ‘m actually responsible for:
- Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for all ESSN products and related
-Assisting end users to avoid or reduce problem occurrences
- Work in the business environment, supporting Multi-language speaking customers (English - French Arabic)
- Adding case resolution to Knowledge Management System
- Engaging support as needed to ensure SLA demands are met by responding to service
- Proactively assisting internal or external businesses to avoid or reduce problem occurrence.
- Providing direction and guidance to process improvements.
- Providing recommendations and explain resolutions to customers.
TRAINING & Certification
- Bachelor of Science experimental section - (MPCI (Math Physics Chemistry Computer Science), Faculty of Sciences at Monastir
- BTS Computer Networks in IMSET (Maghrebian Institute of Economic Sciences and Technology)
Certification:
2013: HPE ATP Server
2016: HPE ATP Storage
2017: ITIL® Foundation V3
Technical Skills
Good knowledge of computer databases: Pack Office
Very good knowledge in internet
Mastering different types of operating systems (Windows 95, 98, NT4, Win2000, 2003 server, 2008…)
Master techniques broadband connection (ADSL) and narrowband (PSTN)
Master of Architecture standard and advanced server (RAID, VMware Teaming)
Mastery of tools and monitoring technologies alert rebounded Online and Offline such as:
ACU (Array Configuration Utility) ADU (Array Diagnostic Utility) ASR (Automatic Server Recovery) technology ILO (Integrated Lights Out), HP SIM (Systems Insight Manager) VMM (Virtual Machine
Management pack)
Expertise in Enterprise Solutions and its various ranges: EVA (Enterprise VirtualArrays), HPE 3PAR
D2D (Disk to Disk Backup) MSA (Modular Smart Arrays), StoreOnce, MSL (Modular StorageLibrary), ESL (Enterprise Storage Library), EML (Enterprise Modular Library), VLS(Virtual Library Storage), AllinOne1xxx,
Administration: Windows Storage Server, Storage Essentials, Command View ...
LANGUAGES
Arabic: Basic
French: Excellent level
English: Good level
MISCELLANEOUS
• Interests: travel, Internet, reading and make delicious food
