IT/Telecom Project senior analyst

Relevant Course Work:

o Project Management o Business Analysis o Telecom Avaya Programing o IT/Enterprise Engineering o Coaching

Work Experience:

March 2014 – Now: DELL IT/Telecom Project senior analyst, o Leading Telecom/eSupport projects from End to End o Roll out of new telecom technologies (ICD) o Call routing design, redesign and IVR set-up & Optimization o UAT (User Acceptance Tests) end-to-end, Business continuity Recovery plan’s Implementation o Aligning Dell Telecom infrastructure to Dell business strategy o Level 3 contact for Telecom and eSupport incident for EMEA (GIRC) o Avaya Programming (ASA), CMS, Cisco systems (ICM) o SQL and Excel reporting o Prevent any issues with technical, analytical & logical thinking o Mentoring Junior analysts o CTI Intergration (ESCR, ePhone, QTAG, etc.)

March 2012 – March 2014 Business Support Specialist (Data Steward Analyst) &

Salesforce.com administrator

Interactions: CDI Team at all levels, IT, Sales Operations, Sales, Business intelligence Team, Sales Compensation Analysts Team, Dell Partners.

o Assess Data changes requests against Data Governance and downstream Data impacts. o Ensure compliance of Data changes requests and get all needed information and approvals

before the processing of Data. o Advising and proposing to stakeholders correct data structures and corrective actions. o Processing of Data changes related to Customer Accounts in data warehouse (Affinity) o Processing of Data changes related to Sales Hierarchy in Resource Manager o Trouble shooting, researching and resolving data anomalies o Working closely with the EMEA Site Data Stewards and support Data clean up initiatives. o Support Stewardship Process Mapping and improvement initiatives. o IT support’s role: thru Remedy Tools and SFDC&DLR (data load requests) requests mail box o Setup new users and Maintain users roles and profiles to suit their movements within DELL o Troubleshooting all sort of SFDC issues (hooks, data mismatch, access..)

Abdelhak Moubachir 33 Years Old

Moroccan Married 2 kids

Phone: +212(0)6 62 62 72 24 Email: amoubachir@gmail.com

IT/Telecom Project senior analyst

IT/Telecom Project senior analyst

o DLRs: validation, preparation, processing of DATA o Reporting o Lead data quality monitoring and resolution. o Help standardize service delivery and SLAs for stakeholders o Ensure cross-region consistency.

09/2009 ‐ 03/2012 DELL‐ Enterprise Technical Support Specialist Emerging Markets

o Provide technical assistance and business solutions for IT: Servers, Storage, Networking and Virtualization.

- Segment: SMB, Public and Large Enterprise customers (end users, distributors, and partners) - Market: North Africa and Middle East Markets. o Coordinate with internal departments (Customer care, Sales, L2/L3 support) and external (DASP,

Service delivery) in the creation and maintaining of TS‐Emerging Markets Team activity. Secondary task:

o Provide assistance and training for the new built team (team Sales support analyst emerging market)

05/2007 ‐ 09/2009 DELL – DESKTOP& Notebook Technical Support Agent Level1

o Technical support for France Belgium Switzerland markets. 03/2006 - 05/2007 Total-Call – (ISP FREE) Commercial Agent.

o Registration & billing service 07/2005 – 03/2006 Technical Sales International (B to B). Company SMARTEO

o Project’s detection (TMA, or outsourcing technical assistance) o Coaching, training of new Sales agents

Projects o ICD EMEA implementation ( New Telecom’s Technology to control Working hours and days )

o EMEA Pro Support plus for client (high dell income) o New Dell Storage back up IVR (telecom) o New SFDC’s Support team in Casablanca o Pilot first Emerging’s tech support team in Casablanca

Qualifications & Certifications

o 04/2011 ‐ MCTS |70‐290| Managing and Maintaining a Windows Server 2003 Environment o 07/2010 ‐ 07/2010 CompTIA Network+ 2009 Edition

o 10/2009 ‐ 10/2009 CompTIA Server+ 2009 Edition o Since 05/2007 DCSE: Dell Certified Systems Engineer

Education

o 09/2001 ‐ 07/2005 University of Economic and social sciences. Hassan II Mohamadia Bachelor’s Degree in economic sciences (Enterprise management).

o 09/2001 Bachelor of experimental sciences Casablanca ‐ Morocco

Skills and interest

o IT Skill: (RAID, SAN, NAS, FCiP/iSCSI) Hubs, Switches, Bridges, Routers, NIC, WAP. Installation,

Configuration, Upgrading (Multi‐Vendor operating systems), SQL( SSRS, SSMS),TOAD (Oracl), REMEDY, APEX, Salesforce.com, IDD (Affinity account management), RM (resource manager), DOMS, COINS$, GII. DellServ, Delta

o Languages: Arabic, French, English: professional level. ( Japanese / Spanish just started)

o Hobbies : Sport (swimming, running, Soccer bodybuilding…), Cooking (Moroccan), Reading, Playing Video Games,