Ziad-Helmi Zitoun

• I effectively drove user experience improvements and security enhancements for a diverse client base at HP. • Implemented UI changes on more than 300 accounts, significantly improving user satisfaction. • Established weekly meetings with B2B clients to review progress and gather feedback, fostering strong relationships. • Enhanced documentation practices, leading to more efficient onboarding and implementation processes. Product management Support also provided.

• Apps admin: Jira Cloud, Google Workspace, GitHub, AWS, O365, Concur. Grant, update or revoke any relevant access for any employee in the context of onboarding, offboarding or status update. • IT hardware management & suppliers management: Help the IT manager forecast hardware needs based on the communicated agenda of new coming employees while always keeping a minimal amount in stock.

•Asset management analyst & Cybersecurity officer: Managed asset registration and verification to prevent data gaps and ensure compliance with cybersecurity standards (ISO27001, NIST). •Communication & Project management: created end-user manuals, FAQs, and video training materials. •Implemented incident and problem management using DevOps practices, and ensured server, network, and cloud hardening for industry compliance. Mapped servers and applications to cloud asset web services.

• Set up and troubleshoot client accounts, providing technical support for data feeds, APIs, software interfaces, and large FTP transfers. • Analyzed and supported product data feeds (XML, TXT, CSV, JSON) to ensure data integrity and functionality. • Provided feedback to Product Management for feature enhancements and escalated complex issues to Level 2 support.

• Managed a team of up to 6 staff for the Mobile World Congress 2018 IT Service Desk, supporting B2B exhibitors, handling escalated queries, and coordinating team tasks. • Led daily meetings, conducted performance reviews, and implemented action plans to maintain high service quality and customer satisfaction. • Mentored junior team members in Salesforce, lead generation, and marketing best practices, while supporting the sales department to enhance CRM data and sales processes.

• Designed, developed, tested, and deployed API interfaces to connect with Salesforce, and implemented integrations using REST/SOAP APIs, MuleSoft, and Data Loader. • Provided technical specifications and requirements for the development team, collaborating with product managers and supporting data integration projects. • Regularly communicated project status to executive leadership, managed stakeholders, and defined technical objects, field mapping, and sharing rules to meet project needs.

- Incident Management: Provided support for web hosting issues, resolving errors, and configuring CRM/CMS platforms (Magento, WordPress, Joomla, PrestaShop, Drupal). - Server Management: Managed DNS and SSL certificates, including installation and renewal for Linux and Windows environments. Handled server requests (IPv4/IPv6, reboot, SSH), optimized performance, configured email protocols (IMAP/POP3/SMTP), analyzed logs, and managed Microsoft accounts and licenses.

• Incident management & ITSM: Managed incident and ITSM processes, including ticket assignment, change tasks, priority handling, and remote resolution via Skype and TeamViewer. • User management: Handled advanced user management tasks and device management across Salesforce, SAP, ORACLE, UNIX, Active Directory, SCCM, networking, and VPN client servers.

• Support: Provided advanced support for the French market, handling escalations, IoT connectivity, diagnostics, troubleshooting, and customer complaints across multiple channels. • Order Management: Oversaw order management at an advanced level using Magento Enterprise, including user management, processing service requests, and scheduling orders. • Management: Delivered training and coaching to newly hired staff on support and sales tools, ensuring effective onboarding and operational readiness.