MOHAMED TRIKI

• Company Overview: STET, a provider of payment and transactional services.
• Spearhead 24/7 operations of the command center, ensuring seamless monitoring and service delivery.
• Led cloud integration efforts to streamline business operations.
• Implemented agile frameworks to enhance ITIL best practices, achieving alignment with strategic objectives.
• Delivered actionable insights through KPI dashboards for executive-level decision-making.

Key Achievements:

• Increased system uptime by strategically investing in cloud infrastructure.
• Facilitated collaboration between business and IT stakeholders through effective governance committees.

• Established ITIL best practices and provided comprehensive training and coaching.
• Managed cloud adoption initiatives, achieving seamless integration for essential applications.
• Streamlined workflows within ServiceNow, enhancing efficiency.

Key Achievements:

• Led deployment of business applications on Azure and AWS, achieving 30% efficiency gains.
• Reduced incident resolution times by 25% through optimized ITSM workflows.

• Led cloud migration projects, aligning customer requirements with ServiceNow.
• Created change management strategies for smooth IT transformation adoption.
• Collaborated with infrastructure teams for CIS audits and configuration management.

Key Achievements:

• Migrated over 15 essential business applications to a hybrid cloud environment.
• Increased change traceability by 40% via thorough impact assessments and key performance indicators.

• Oversaw the global migration of Office 365 for 20,000 users.
• Established comprehensive processes for transitioning builds to operational phases.

Key Achievements:

• Ensured zero downtime in global cloud migrations.
• Optimized configuration processes internationally.

• Directed a team of 6 senior engineers in a high-pressure financial setting, ensuring seamless coordination among IT teams.
• Oversaw 24/7 support for critical production environments.
• Led new product and project executions, ensuring timely deliveries aligned with stakeholder needs.
• Led resource planning, talent development, and performance management initiatives, fostering a culture of excellence and innovation.

• Directed a team of support engineers across multiple levels, ensuring efficient daily IT Help Desk operations.
• Served as primary contact for Top Management and VIP End Users regarding escalations.
• Oversaw SLA compliance and Service Desk metrics.
• Investigated and resolved intricate software and hardware problems.
• Spearheaded change processes and upheld comprehensive coverage across IT services.
• Presented performance metrics and proposed improvement strategies to senior management.

• Directed IT infrastructure transition and transformation for SCE subsidiary aligning with HP-FCC outsourcing contract.
• Directed management of the HP-FCC Davinci account, focusing on operations in Tunisia.
• Led a team of 4 engineers in infrastructure, storage, and application implementation.
• Managed interdepartmental collaboration for prompt delivery, enhanced customer satisfaction, and increased competitive edge.
• Maintained compliance with HP standards and spearheaded continuous improvement through ITIL best practices.
• Led client relationship management, facilitating executive meetings and updates.
• Managed critical issues and service disruptions swiftly to maintain business continuity.
• Managed governance and fulfillment of customer accounts, meeting all contractual obligations.

• Administered IT infrastructure for HP Global Delivery Center Tunisia and HP Maghreb Tunisia, managing desktops, laptops, servers, and workstations.
• Resolved productivity issues in alignment with SLAs, ensuring minimal disruption to operations.
• Delivered end-user support for HP services, resolving moderate to high complexity technical issues.
• Oversaw IT asset management tasks such as installations, updates, and cable organization for devices.
• Managed major incidents efficiently to ensure rapid resolution.
• Implemented best practices and solutions for continuous improvement, ensuring the documentation of processes.
• Maintained accuracy and completeness of configuration management databases.

• Offered Level 1 IT Helpdesk support on key projects including Soitec, Renault, Gemalto, HP IT.
• Configured user accounts in Windows, set up network support (WAN/LAN, routers, firewalls), and established remote access solutions (VPN, Terminal Services).
• Installed and configured professional applications for optimal printer quality support.