Freelancer profile translated to English.
Back to original languageAbout Mohamed Bechir
I specialize in the outsourcing of customer and technical support with French and English speaking teams based in Tunisia. We help companies reduce their costs while maintaining a high level of quality and ensuring customer satisfaction.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- Capgemini EngineeringApplication Operational PilotTECHDecember 2022 - Today (3 years and 7 months)Tunisia
- Participate in the animation of the Elementary Unit of the entity.
- Pilot and supervise application transition projects using JIRA.
- Maintain up-to-date and/or create activity-related standards.
- Propose necessary improvements and evolutions for publishing tools and applications.
- Respect confidentiality constraints related to the mission.
- Ensure technological watch in the field of Internet portals.
- Perform data preparer configuration.
- Communicate the progress of the publishing process to business stakeholders.
- Perform verification tests necessary for the proper functioning of the various application functions.
- Validate decisions in case of major events.
- Analyze user feedback and ensure follow-up.
- Create reports related to the business for greater data visibility.
- HP INCIT Technical Support Specialist & Team CoordinatorTECHJanuary 2015 - November 2022 (7 years and 10 months)Tunisia
- Manage professional client accounts (Top Accounts) by phone or ticketing.
- Understand, analyze, and take action to resolve critical technical situations.
- Manage client account incidents (Identification, Prioritization Triage).
- Identify incident priorities according to the ITIL process.
- Provide an action plan for complex problems and resolve incidents.
- Develop troubleshooting tips and tools for diagnostics.
- Inform clients about the technical situation.
- Document technical solutions and troubleshooting notes.
- Develop visual reports and KPI dashboards using Power BI Desktop.
- Evaluate, manage, resolve, and escalate (if necessary) risks and issues.
- Monitor and improve Key Performance Indicators (KPIs) to assess service delivery performance and implement improvement changes as needed.
- Provide mentoring and stewardship within the team.
- Provide feedback to process managers to improve the customer experience and suggest new processes in line with the client's business strategy and vision.
- Ensure SLA compliance and supervise production to achieve it.
- Report observed deviations to collaborators and monitor their progress over time.
- Conduct weekly meetings with collaborators, inform them about areas for improvement, and stimulate their motivation.
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Education
- Higher Technician in Applied Computer Science2010Technicien supérieur en informatique appliquée à la
- Six Sigma Yellow Belt CertificationMore Steam2022Six Sigma Yellow Belt Certification