Youssef RHANI

En résumé

Entreprises

• Bug Busters - QA Software Tester

  Bouguenais 2012 - maintenant * Functional, Localization, and Security testing ;
  * Test plans, cases, processes & functional requirements ;
  * Performance & UAT testing
  * Client server/Web environments ;
  * Writing test cases, testing software, logging bugs ;
  * Experience in Functional Mobile Application Testing for iOS and Android mobile
  applications.
  * Exposure and working knowledge of various industry types such as ecommerce,
  health industry, etc.
  * Strong team member with the ability to motivate the team members and
  exceptional leadership.
  * Strong Ability to work independently with minimum or no documentation.

• Percall Developpement - PTC Team Manager

  Lyon 2011 - 2014 * Execute Manager's plans to address departmental and company initiatives. ;
  * Assign clear responsibilities to direct reports. ;
  * Planning, coordinating and supporting resources to ensure that the team's KPIs are
  met
  * Contributing to or leading ad-hoc projects and initiatives ;
  * Identify Procedures gaps, and take the necessary corrective or preventive action. ;
  * Ensure proper phone/queue coverage.
  * Assist in managing workload of members.
  * Provide procedural direction to members. ;
  * Ensure each member has proper hardware and software. ;
  * Participate in quality calibration and validation sessions. ;
  * Interview potential job candidates. ;
  * Provide appropriate training and development of TSEs. ;
  * Complete quarterly and annual merit reviews. ;
  * Ensure proper professional training of members. ;
  * Identify group members for Excellence Award recommendations.
  * Provide career development opportunities for group members.
  * Promote engineers based on career path.
  * Conduct Management Review Meetings. ;
  * Ensure high priority customer issues are handled correctly. ;
  * Resolve customer feedback/escalated calls. ;
  * Monitor performance and identify new programs to improve efficiency.
  * Ensure implementation and monitoring of PTC process and performance monitoring,
  ensure the achievement of the SLA.
  * Maintain a mindset of continuous improvement, in terms of efficiency of support
  processes, customer satisfaction and the application of tools for monitoring,
  management and optimization.

• Percall Developpement - PTC Senior Technical Support Engineer & Escalation Engineer

  Lyon 2004 - 2011 Assisting customers worldwide in analyzing, tracking, and solving issues related to PTC's
  Pro/ENGINEER, Pro/MECHANICA, Mathcad, Windchill PDMLink, Pro/INTRALINK,
  Pro/INTRALINK Data migrator, and Windchill ProductPoint in these languages: English, Italian
  and French.
  
  * Helping customers solve technical issues with our widgets.
  * Answering questions from customers and prospective customers about the features
  and capabilities of our software.
  * Developing customer-facing documentation for our website on an as-needed basis.
  * Communicating customer needs and wishes to our development and engineering
  staff.
  * Troubleshooting problems and, where possible, providing workarounds in close
  collaboration with our R&D department.
  
  * Advise customers regarding the product's proper use and address specific user
  issues.
  * During problem escalations, act as a liaison between customers and other
  departments.
  * Resolving escalated customer complaints without the need for team lead
  intervention.
  * Documenting troubleshooting and problem resolution steps according to KCS best
  practices.
  * Participation in providing training to new hires as required
  * Enabling the improvement of product development processes through deploying outof-the-box solutions.
  * Contributing to PTC's intellectual property and assets through research,
  documentation of leading practices, example work products and methods
  development.
  * Use of case management tool to log and track issue status and related activities.
  * Create and publish knowledge articles for re-use by customers and PTC employees.
  * Opportunities to train, mentor, and participate in continual training and personal
  improvement.

• Percall-developpement - Manager

  2004 - maintenant

• Stameria Nardi - Administrator

  2003 - 2004

• Celes Optical SPA - Administrator

  2002 - 2002

Formations

• University Of Quebec In Trois-Rivières (UQTR), Canada. (Trois Rivières (Qc) Ga H)

  Trois Rivières (Qc) Ga H 2012 - 2015 Master of Business Administration
  
  * Leadership
  * Strategic Management
  * Strategic Marketing
  * Financial Analysis and Risk Management
  * Creativity and Innovation
  * SMB Psycho-Sociology and Entrepreneurship
  * HR Strategic Management
  * Business Environment
  * IT Management ;

• Mediterranean Agronomic Institute Of Chania (MAICh) (Chania)

  Chania 1998 - 1999 DSPU Business Management & Marketing

• UNIVERSITE MOHAMED V (Rabat)

  Rabat 1990 - 1995 Bachelor of English

Réseau

• Abdellah MOHSINE

• Bendaoud MERZAKI

• Hassan BEN-OMAR

• Mohamed ABOURHAZAOUAT

• Mohamed FALAKI

• Mohammed Karim HILAL

• Mustapha RHANI

• My Rachid NAJAH

• Red-Tic ..RED-TIC

• Yassine FARAS