SIDAHMED METROUNI
Luxembourg,LU
Summary
Results-oriented professional with a solid background in change management, service desk operations, and project management. Possessing three years of experience as a Change Manager and three years as a Service Desk Agent, I bring a wealth of knowledge and expertise to drive successful outcomes.
My qualifications include certifications in PRINCE2 Foundation (in progress), ITIL 4 Foundation, Six Sigma White Belt, and Six Sigma Yellow Belt, along with a diverse range of completed courses in project management, effective communications, and incident management.
Notably, I have demonstrated exceptional analytical skills and a thorough understanding of IT Service Management concepts and ITIL principles. As an adept problem-solver, I am always prepared to tackle challenges head-on and deliver optimal solutions.
Driven by a strong work ethic and a desire to take on new challenges, I am highly motivated and adaptable. I excel in unsupervised environments, quickly acquiring new skills and continuously striving for excellence. With outstanding interpersonal skills and a proven track record of success, I am well-equipped to contribute effectively to any team or organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Change Manager
Axians - European Investment Bank
Luxembroug
11.2023 - Current
- 1. Developing and implementing change management strategies and plans for various projects and initiatives within the bank.
2. Assessing the impact of proposed changes on the organization, employees, and stakeholders and developing appropriate change management strategies to address potential risks and challenges.
3. Collaborating with project teams, department heads, and stakeholders to define change objectives, scope, and deliverables.
4. Creating change management frameworks, methodologies, and tools to support effective change implementation and adoption.
5. Conducting change impact assessments and stakeholder analyses to identify potential resistance and develop strategies to overcome it.
6. Communicating change initiatives and progress to employees and stakeholders through various channels, including presentations, town hall meetings, and written communications.
7. Developing and delivering training programs and workshops to build change management capabilities across the organization.
8. Providing guidance and support to project teams and department heads in managing the people side of change, including coaching and mentoring.
9. Monitoring and evaluating the effectiveness of change initiatives and making recommendations for adjustments or improvements as needed.
10. Collaborating with HR and other relevant departments to ensure that change initiatives align with the organization's culture, values, and overall strategic objectives.
11. Maintaining documentation and records of change management activities, lessons learned, and best practices for future reference.
Change Manager/ Incident Manager on Duty
Sopra Steria BENELUX, Bank International Luxembourg
Luxembourg
08.2022 - 05.2023
- Conduct effective change impact assessments, readiness assessments, and stakeholder analysis
- Ensure that information is communicated to impacted audiences throughout the duration of the program
- Collaborate with project teams to ensure the successful execution of the end-to-end change management strategy
- Build executive presentations and identify risks and issues relating to changes and present changes in CAB meeting
- Evaluating the impact of planned organizational change
- Identifying risks and collecting approvals to process with final approval for changes
- Updating daily changes shared file
- And communicating with change owners to provide missing data for changes.
- Identified success metrics and regularly reported on progress and gaps.
- Crafted successful messages to support large-scale, enterprise-wide changes.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Remained calm and poised during high-priority incidents.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Analyzed workflows and established priorities for daily operations.
- Met with stakeholders to collaborate and resolve problems.
Change Manager
Kyndryl IBM Global Services Delivery Centre Polska Sp, z.o
05.2020 - 05.2022
- Leading the change management activities within a structured process framework
- Evaluating the impact of planned organizational change
- Leading change management work streams with a structured methodology / process
- Supporting development of communications relevant to change initiatives.
- Leveraged prescribed change management tools such as impact analyses, enablement plans and readiness assessments to support updates.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality and conformance.
Service Desk Agent
IBM Global Services Delivery Centre Polska Sp. z.o.o
01.2017 - 01.2020
- Bilingual English - French Service Desk AMEX/ MetLife /SRT - Monitoring alerts / errors on servers, applications on a client environment that appear on the consoles
- Treating alerts by following procedures and working instructions - Creating Service Requests and routing them properly to different resolver groups - Analyzing first level problems for all systems by following the procedures and resolving and routing as appropriate - Performing task from Changes - Performing tasks from Checklist - Taking and receiving calls and participating in conference calls - Monitoring our mailboxes: Lotus, Outlook - monitor and assign the email to team members
- ServiceNow and Pandora toolset administration
- Subject Matter Expert Backup: - Provide support / availability on the desk
- Manage, provide training, install and configure tools used by the service desk
- Remote control tool assistance - manage client and internal escalations.
Receptionist
SIDAHMED METROUNI, Hostel Central Station
01.2016 - 01.2017
- Answered phone calls and in-person inquiries
- Processed guests check ins and outs while providing excellent customer service
- Handled and resolved customer complaints and/or issues
- Improved front-desk efficiencies while providing positive customer service.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
Education
BBA - Computer And Information Sciences
WSB
Wroclaw Poland05.2019
High School Diploma -
Abiras El Nasiri
01.2015
Computer technician -
CFPA
01.2014
Skills
- Experience in customer service/helpdesk/service desk
- Skilled in installing and troubleshooting computer hardware and software
- Knowledge in OS Windows/ Unix
- Good knowledge of ServiceNow and Pandora ticketing tools
- Excellent analytical and problem-solving skills with strong attention to detail
- Known for working efficiently in stress and without supervision
- Good organizational skills and work well in team
- Team player and strong team cooperation skills
- Troubleshooting
- Hardware configuration
- Software installation
- PC assembly
- Willingness to learn
- Approaching customers in a way that is natural and fits the individual situation
- Fully aware of all relevant data protection legislation and confidentiality issues
- Able to use appropriate words and tone when dealing with difficult customers
- IBM Cloud Essentials Issued by IBM
- People Skills - Communication, Presentation, Collaboration, and Problem Solving Issued by
- IBM
- Technology Monitoring Tools
- Post Incident Meetings
- Priority Incident Recommendations
- Agile Work Processes
- Team Engagement
- Infrastructure Planning
- Project Coordination
- Root Cause Analysis
- Remediation Execution
- Microsoft Office
- Critical Thinking
- Friendly, Positive Attitude
- Problem Resolution
- Complex Problem Solving
- Training and Development
- Scheduling and Coordinating
- Team Leadership
- Time Management
- Good knowledge of Jira
- Remote Technical Support
Certification
• PRINCE2® Foundation (in prog)
• ITIL® 4 Foundation
• CompTIA Security+ (SY0-501)
• Six Sigma White Belt
• Six Sigma Yellow Belt
• Project Management for Non-Project Management
• Effective Communications for Project Management
• Incident Management for Operations
• Project Manager: Careers in IT project management
Badges:
• People Skills - Resilience, Growth Mindset, Learning Agility, Time Management Issued by IBM
• Change Management Practitioner Issued by IBM
• IBM Agile Explorer Issued by IBM
• IBM Cloud Essentials Issued by IBM
• People Skills - Communication, Presentation, Collaboration, and Problem Solving Issued by IBM
Timeline
Change Manager
Axians - European Investment Bank
11.2023 - Current
Change Manager/ Incident Manager on Duty
Sopra Steria BENELUX, Bank International Luxembourg
08.2022 - 05.2023
Change Manager
Kyndryl IBM Global Services Delivery Centre Polska Sp, z.o
05.2020 - 05.2022
Service Desk Agent
IBM Global Services Delivery Centre Polska Sp. z.o.o
01.2017 - 01.2020
Receptionist
SIDAHMED METROUNI, Hostel Central Station
01.2016 - 01.2017
BBA - Computer And Information Sciences
WSB
High School Diploma -
Abiras El Nasiri
Computer technician -
CFPA
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