Aerospace
Abdelfattah Boughanja
Service Delivery Manager
Dubai,DU
Summary
Experienced Service Delivery Manager offering 20 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Well-organized and highly analytical problem solver.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
14
14
Certifications
3
3
Languages
Work History
Service delivery Manager
Lexmark Middle east
Dubai, UAE
02.2020 - Current
- For Middle East region based in Dubai.
- Oversee incident, problem and change requests and ensure contractual agreements have been met.
- Analyzing security trends, business risks and areas of improvement or opportunities.
- Responsible for assessing profitability on accounts and action accordingly.
- Create/maintain strong business relationships with client base.
- Identifying new business opportunities within existing customer base.
- Monitor and drive performance on accounts to increase customer satisfaction Where appropriate,.
- Dealing with customer escalations and complaints both within and outside core business hours.
Technical Support Representative
Dell
casablanca, morocco
01.2007 - 04.2021
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem
- Provide daily technical support services for information technology establishments
- Document and track customer issues using a ticketing system to ensure quick resolution
- Participate in development of information technology and infrastructure projects
- Maintain an up-to-date knowledge of company products and services
- Produce periodic reports of technical support operations to company management.
Service delivery Manager
OKI DATA
Dubai, UAE
05.2019 - 01.2020
- Managing presales tasks on 50 countries in META region
- 10 Technical Training to Service Partners Technicians per month.
- Preparing and delivering product based hands-on technical trainings.at leat twice a year
- Oversee incident, problem and change requests and ensure contractual agreements have been met.
- Dealing with customer escalations and complaints.
Regional Presales and Service Manager
Konica minolta
casablanca, morocco
06.2015 - 04.2019
- Managing all the presales tasks on the region.
- Technical Training to the Service Partners Technicians.
- (all around African countries).
- Preparing and delivering product based hands-on technical trainings.
- Escalation of not solved technical problems to Headquarters EMEA via defined reporting tools.
- Planning and realization of product launches, workshops and Trainings into the West Africa market.
- Electronical Maintenance for KM devices.
AFRICA Hardware Specialist and Trainer
LEXMARK
casablanca, morocco
01.2012 - 05.2015
- Technical Training to the Service Partners Technicians.
- (all around African countries).
- Pre-sales technical support on Professional Solutions, Software and Hardware Lexmark Product Range to Sales Force and Customers.
- Consult with Customer as a Subject Matter Expert to identify adequate Technical offering.
- Participates within Central Team to develop proposals.
- Responsible for Product implementation.
- Develop and conduct key and end user training for device and applications.
- Monitor product quality issues and report findings back to the Central Hardware team.
- Electronical Maintenance for Lexmark devices.
- Participate to EMEA cross-functional activities.
Windows Systems Engineer
ATOS
casablanca, morocco
04.2008 - 12.2011
- Operation and administration of Windows Server 2000, 2003, 2008 (Mail Exchange 2003/2007/2010), Citrix Metaframe, Xenapp5 / 6; XenServer - VMWARE ESX, Citrix and backup management and VLAN.
- The responsibility of the network infrastructure (LAN, WAN).
- Backup & Storage EMC / TSM / Netbackup; BESR (SAN / NAS), backup exec.
- Securing the SI (PRA, supervision ...).
- Operations and antivirus Management: Trend Micro Office Scan with the console, McAfee wit Epo console,, Antivirus with the Symantec System Center.
- Electronical Maintenance for servers and workstation computers.
Technical Support Representative
Sitel
casablanca, morocco
08.2004 - 01.2007
- Diagnose and resolve technical hardware and software issues and guide users through step-by-step solutions
- Educate customers about designated products
- Handle inbound customer calls
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigate through multiple systems
- Ongoing training and skill development
Education
Diploma IT Systems Engineer -
EURIATECH
Casablanca - Morocco 09.2000 - 06.2002
High School Diploma -
Technical High School
Mohamedia -morocco 09.1997 - 06.2000
Skills
Technical expert in Digital production Printing and MFPs products Trainer
Strong decision-making and problem-solving skills
Building successful teams
Proficient in project management techniques and theory
Budgeting and cost tracking
Windows system Engineer
Client Relationship Management
IT strategy and consulting (Projects)
IT Enterprise Manager
Accomplishments
-Building technical support center in many countries in west africa from 2012 to 2015 for lexmark.
-Hiring many service partners in many west african countries with Konica minolta from 2015 to 2019.
-Building technical support center in many countries in middle east for lexmark from 2020 till now.
Certification
ITIL Foundation V3 certified (Casablanca -2018)
Interests
Aviation
Timeline
Service delivery Manager
Lexmark Middle east
02.2020 - Current
Service delivery Manager
OKI DATA
05.2019 - 01.2020
Regional Presales and Service Manager
Konica minolta
06.2015 - 04.2019
AFRICA Hardware Specialist and Trainer
LEXMARK
01.2012 - 05.2015
Windows Systems Engineer
ATOS
04.2008 - 12.2011
Technical Support Representative
Dell
01.2007 - 04.2021
Technical Support Representative
Sitel
08.2004 - 01.2007
Diploma IT Systems Engineer -
EURIATECH
09.2000 - 06.2002
High School Diploma -
Technical High School
09.1997 - 06.2000