ABDERRAHIM KHEZAMI
Incident Manager
Tunis
Summary
Experienced Incident Manager skilled in driving effective problem-solving and decision-making processes. Passionate and enthusiastic professional with a strong background in analytics, troubleshooting, and leading effective resolution teams. Demonstrated ability to swiftly identify and resolve complex issues, ensuring minimal disruption to operations. Committed to delivering exceptional results and fostering a collaborative work environment that promotes efficiency and continuous improvement.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Incident Manager
EVERIENCE Tunisia
9 2021 - Current
- Reception, analysis, and incidents management.
- Ticketing, Backlog management via 'ServiceNOW'.
- Major incidents management.
- Incident report creation and management of client projects, OS migrations, and IT infrastructure.
- Preparation and delivery of weekly/monthly ITSM reports, taking on incident management aspects, for operational and pilot committees.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
Freight Forwarder
Business Information Technology Solutions
04.2021 - 09.2021
- Coordinated international shipments, managing complex logistics and documentation requirements for seamless deliveries.
- Maintained strong relationships with carriers, customs brokers, and clients for smooth coordination of shipments.
IT Field Support Technician
Business Information Technology Solutions
01.2021 - 03.2021
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Updated and replaced outdated drivers and software for computers and office machines.
Automotive Mechanic
ITALCAR IVECO
01.2017 - 06.2020
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Ensured safety compliance by performing thorough inspections on vehicles and implementing necessary repairs.
- Replaced damaged, missing, or defective parts with new and refurbished components.
Technical Sales Representative
MYTEK
06.2016 - 07.2016
- Provided exceptional customer service, addressing technical inquiries and resolving issues promptly.
- Improved inventory control in retail environments, conducting regular checks to prevent loss.
- Performed troubleshooting and repaired devices such as printers, scanners and laptops.
Junior Designer
CREATEAM
06.2013 - 07.2013
- Utilized CAD software to create detailed technical drawings for manufacturing purposes, minimizing production errors.
- Developed 3D models and prototypes, resulting in faster design iterations and decisionmaking.
Education
No Degree - Automotive Mechanics
CSFMA
Aryanah, Tunisia 04.2017 - 01.2020
No Degree - Industrial Design
CENTRALCOM
04.2015 - 01.2016
Associate of Arts - Industrial And Product Design
Higher Institue of Science And Design Technologies
Manouba, Tunisia 04.2012 - 01.2015
Skills
Incident Management
Freelanceandvolunteering
FABLAB SOLIDAIRE, Participation in the design and modeling of the enclosures supporting the electronic cards on the 'Smart KHADHRA' project.
Languages
Arabic
Native language
French
Upper intermediate
B2
English
Advanced
C1
Certification
ITIL 4 ® Foundation
Timeline
ITIL 4 ® Foundation
01-2024
Freight Forwarder
Business Information Technology Solutions
04.2021 - 09.2021
IT Field Support Technician
Business Information Technology Solutions
01.2021 - 03.2021
No Degree - Automotive Mechanics
CSFMA
04.2017 - 01.2020
Automotive Mechanic
ITALCAR IVECO
01.2017 - 06.2020
Technical Sales Representative
MYTEK
06.2016 - 07.2016
No Degree - Industrial Design
CENTRALCOM
04.2015 - 01.2016
Junior Designer
CREATEAM
06.2013 - 07.2013
Associate of Arts - Industrial And Product Design
Higher Institue of Science And Design Technologies
04.2012 - 01.2015
Incident Manager
EVERIENCE Tunisia
9 2021 - Current
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