This document summarizes the experience and qualifications of Abdelhak Moubachir as an IT/Telecom Project senior analyst at Dell. It outlines his relevant coursework and work history leading telecom projects, implementing new technologies, and mentoring junior analysts at Dell since 2014. It also details his previous roles providing technical support for Dell customers and administering the Salesforce platform.

1. 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

2. 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,