Ismail MHIRI
LEAD OPERATIONAL SUPPORT ENGINEER
43 years old
La Soukra (2036) Tunisia
Professional Status
Employed
Available
About Me
Graduate in computer science and having experience in management of teams of high technicians, I acquired a good command of the management of resources and advanced functions by objectives.
Versatile and dedicated, I work on several technologies that gives me a good knowledge on computer systems and their evolutions.
Communicator and Analyst, I have had good experience in customer satisfaction, claims handling and incident resolution.
Versatile and dedicated, I work on several technologies that gives me a good knowledge on computer systems and their evolutions.
Communicator and Analyst, I have had good experience in customer satisfaction, claims handling and incident resolution.
Deliverability & Support manager
WebReflexe
October 2017
to April 2020
- Lead generation and online prospecting in the field of real estate
- Planning and follow-up of shoots according to lead production requirements
- Implementation of internal sending solutions: installation and configuration of the various sending architectures
(posfix & PMTA) - Configuration and operation of IPs + sending domains and monitoring of their reputation with different ISPs
- Management and segmentation of internal data for better targeting and generation of qualified leads
- Participate in a deliverability audit project with the Badsender consulting box and implementation of the right ones
practical for more optimal deliverability
Technical Support Manager
XeoData By EDATIS
June 2016
to September 2017
- Functional and technical advice on all products EDATIS Group: solve all problems and help customers technical teams to implement the corrective measures necessary to no longer replicate these incidents
- Develop daily and periodic reports on the support activity to help the technical management to better take the necessary measures in the management of crises
- Manage on-call support to ensure continuity of service
- Functional and performance testing of patches and optimizations made on EDATIS products
- Automation of the bypass procedures of the problems experienced during the use of the products EDATIS
Deliverability Manager
EDATIS
September 2015
to June 2016
- Sending architecture Administration: Monitoring of sending IPs to ensure total availability of mailing services.
- Advice and customer support to follow the best practices of sending mail marketing to improve their deliverability.
- Review and improvement of the sending strategy: Deliverability project : Launching of deliverability projects and implementation follow-up.
- Optimization of authentication techniques (SPF, DKIM, DMARC)
Technical Support Manager
EDATIS
September 2013
to August 2015
- Coordination between the technical department (developers, project manager) and the commercial and business departments.
- Customer complaints management and stabilization of the new V7 product.
- Managing client account migration.
- Participate in the implementation of a monitoring system for Dialog V7 treatments.
- Manage a Business Intelligence project "Tracking Use Dialog".
- Assist the Operations and System teams in validating the correct functioning of the DIALOG platform during all maintenance operations.
- Support to the implementation of improvements and optimizations DIALOG features
- Make continuous training of new developers to facilitate their integration
Operational manager team
EDATIS
January 2012
to August 2013
- Operational Management Team
- Manage / Perform functional / technical audits on customer accounts requested by the Technical Support Manager.
- Assist sales teams and customer service in the integration of new customers and monitored.
- Manage claims / customer incidents and implementation of action plans for solving problems.
- Monitoring of the alert system set up to anticipate possible malfunctions on the marketing operations of the customers.
Analyst Developer / Support Operator
EDATIS
April 2009
to December 2011
- Clients Claims Processing
- Monitoring the smooth running of EDATIS Dialog Platform Processes
- Developing scripts for specific client needs
- Managing Incidents and Bypassing Customer Data
Web developer
EnjoyGraph
January 2008
to December 2009
- Design, piloting and development of websites and web applications :
-
http://www.fnar-tounes.com: Portal and business and professional directory
-
Http://www.ville-de-sfax.net: Portal of the city of Sfax
-
http://www.css-officiel.com: Official website of CS Sfaxien (Project Leader)
-
http://www.fnar-tounes.com: Portal and business and professional directory
- Website maintenance
Web developer
Freelance
July 2006
to December 2007
- Creating a dynamic website for the benefit of the Company "ESPACE MEDICALE" is a wholesale company of paramedical products, this site aims to online sales of enterprise products (B2B) :
http://www.espamed.com.tn - Creating a dynamic website for the benefit of INTERMAR Company is a shipping company, this site aims the exchange of information between the company and its environment (B2B).
http://www.internationalmaritime.com.tn
-
ETL (talend)
Notions
-
Jasper Reports/iReport
Notions
-
C/C++
Good
-
Java
Intermediate
-
Visual Basic
Intermediate
-
Pascal
Good
-
Perl
Advanced
-
CVS
Intermediate
-
SVN
Good
-
Joomla
Notions
-
Wordpress
Notions
-
Symfony
Intermediate
-
Oracle
Good
-
Mysql
Good
-
Access
Intermediate
-
PHP5
Good
-
HTML
Advanced
-
JavaScript
Good
-
CSS
Good
-
Merise
Good
-
UML
Intermediate
-
Windows
Advanced
-
Unix
Advanced
-
Postfix
Good
-
OpenDKIM
Good
-
Authentication technique SPF / DKIM / DMARC
Advanced
-
Sending IP
Good
How to achieve the goal of customer satisfaction?
