Adil Bouraeda
Senior Manager
Toronto,Ontario
Summary
****** Authorized to work in canada as permanent Resident******
A professional with more than 15 years of experience in the IT sector, combined with a solid background in many areas (especially on people management) and a strong ability to acquire new knowledge. Able to work both as a team and independently, I have a strong sense of organization and proven skills in people Management, Telecom, coaching and technical support. Autonomous and enthusiastic, my previous experiences allowed me to reinforce my achievements and to understand the different tools and techniques of people management and many other domains. My thirst of new challenges, made me take the decision to leave my previous job and look for a new opportunity by relocating to bring my dynamism and my experience.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Sr. Order Management Manager
DELL Technologies
Casablanca, MOR
12.2021 - 05.2023
- Manager of a 15 members team in charge of booking orders received from sales and ensuring it is following right supply chain
- Hiring and mentoring new hires
- Ensuring the team are following policies and processes
- Member of the Order Management SMT team
- POC for the executive escalations
- Assisting IT in the development and deployment of OMS tools, through brainstorming, mapping, testing, and deployment.
- Led cross-functional teams to achieve project milestones and deliver high-quality results
- Assisted in organizing and overseeing assignments to drive operational excellence
- Developed detailed plans based on broad guidance and direction
- Examined quarterly financials to determine business operating capacity
Order Management Jr Manager
DELL Technologies
Casablanca, Grand Casablanca
01.2020 - 12.2021
- Managing a 12 team members order management team In charge of booking sales orders
- Hiring and Montoring New hires
- Ensuring the team are following policies and processes.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Customer Care Telecom Channel Manager
DELL Technologies
Casablanca, Grand Casablanca
03.2018 - 01.2020
- Management of all Telecom infrastructure of customer service
- Project management implementation Telecom E2E
- CCARE EMEA Contact Point for Alternate Channels (Chat, Bot...)
- Call flow design, IT testing, stories Testing and Implementation of new infrastructures
Tech Support Telecom Senior Analyst
DELL Technologies
Casablanca, Grand Casablanca
11.2015 - 03.2018
- Project management implementation Telecom Tech support EMEA
- TS EMEA Contact Point for Alternate Channels (Chat, Bot...)
- IT Assistance on call flows design, stories testing (TFS) implementation and follow up
Customer Care Quality Analyst
DELL Technologies
Casablanca, Grand Casablanca
01.2014 - 11.2015
- Quality Analyst (Coach) responsible for the quality of the Customer Care agents (13 Agents)
- Process Owner
- Assistant Team leader on daily duties
- Back upping Team leader
French Canadian Tech Support Agent
DELL Technologies
Casablanca, Grand Casablanca
02.2012 - 01.2014
- Management of french speaking Canadian customers
- Hardware and Software troubleshooting
- Support for english calls
- New hires Assistance
Tech Support Senior AgenT
DELL Technologies
Casablanca, Grand Casablanca
10.2008 - 02.2012
- French customers support
- DELL XPS Product Specialist
- Support on complex escalations
- Support for English calls.
IT Manager Assistant
ICOGES Paris
Paris, Ile De France
09.2004 - 07.2008
- Assisting the IT manager 3 days a week in the daily IT tasks such as: Servers setup
- Computers support and reparation
- Profils creation
- Rooms wiring
- Network administration
Education
Master of Science -
ICOGES
Paris , France 09.2006 - 05.2008
DEES -
ICOGES
Paris, France 09.2005 - 05.2006
BTS NETWORK AND SYSTEM ADMINISTRATION -
ICOGES
Paris, France 09.2004 - 05.2005
BTS WEB DEVELOPMENT -
ICOGES
Paris, France 09.2002 - 05.2004
1st year economics -
Hassan II University
Mohammedia, Morocco 09.2001 - 05.2002
Baccalaureate -
IBN YASSINE HIGH SCHOOL
Mohammedia, Morocco 09.2000 - 05.2001
Skills
Team spiritundefined
References
- DECLAN MOANE, DELL Technologies, Dublin, +353 87 608 3759, Declan_moane@dell.com
- HAYAT HAJJAM, DELL Technologies, Casablanca, +212 6 61 59 76 81, Hayat_hajjam@dell.com
Timeline
Sr. Order Management Manager
DELL Technologies
12.2021 - 05.2023
Order Management Jr Manager
DELL Technologies
01.2020 - 12.2021
Customer Care Telecom Channel Manager
DELL Technologies
03.2018 - 01.2020
Tech Support Telecom Senior Analyst
DELL Technologies
11.2015 - 03.2018
Customer Care Quality Analyst
DELL Technologies
01.2014 - 11.2015
French Canadian Tech Support Agent
DELL Technologies
02.2012 - 01.2014
Tech Support Senior AgenT
DELL Technologies
10.2008 - 02.2012
Master of Science -
ICOGES
09.2006 - 05.2008
DEES -
ICOGES
09.2005 - 05.2006
IT Manager Assistant
ICOGES Paris
09.2004 - 07.2008
BTS NETWORK AND SYSTEM ADMINISTRATION -
ICOGES
09.2004 - 05.2005
BTS WEB DEVELOPMENT -
ICOGES
09.2002 - 05.2004
1st year economics -
Hassan II University
09.2001 - 05.2002
Baccalaureate -
IBN YASSINE HIGH SCHOOL
09.2000 - 05.2001
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