Chafiq Hamadene
Athens
Summary
Results-oriented Technical Support professional with a proven track record of implementing impactful solutions to improve customer satisfaction and operational efficiency. I am skilled in implementing ticketing systems, developing training programs, and collaborating with cross-functional teams to identify and resolve technical issues. Adept at reducing response times, improving user proficiency, and decreasing support requests, resulting in significant cost savings and increased customer satisfaction.
Overview
15
15
years of professional experience
Work History
Team Leader || Cisco VISE Operations (EMEA)
Estarta Solutions
Athens, Greece
10.2025 - Current
- - Led team operations to achieve KPIs, SLAs, and overall performance targets in a fast-paced environment.
- - Analyzed performance metrics and trends to drive data-driven decisions and continuous process improvement.
- - Managed workforce planning, scheduling, and employee development to optimize productivity and engagement.
- - Collaborated cross-functionally to resolve escalations and enhance customer satisfaction.
- - Generated and presented performance reports, dashboards, and insights to senior management.
- - Ensured compliance with organizational policies, quality standards, and regulatory requirements.
- - Implemented coaching and performance management strategies to improve team efficiency and output.
Network and Systems Engineer VISE Operations – EMEA Region
Estarta Solutions
Athens, Greece
01.2024 - 11.2025
- - Provide the most knowledgeable and experienced support for underlying problems or questions, especially when field engineers are unable to resolve them.
- - Carry out action plans to remotely restore network services at customer locations
- - Guide the FE to do troubleshooting and configure customers’ devices (UCS, Switches, Routers ...)
- - Collaborate with internal cisco teams to achieve satisfactory and timely resolution of customer issues.
Technical Support Engineer (Cisco Licensing Team)– EMEA Region
Estarta Solutions
Athens, Greece
03.2024 - 10.2024
- - Technical Support Representative skilled at resolving complex service issues in a timely manner.
- - Critical thinker and effectively identifies problems using advanced troubleshooting skills
Sales Account Manager
HP (Hewlett-Packard)
Athens, Greece
07.2020 - 10.2022
- - Managing a portfolio of accounts to achieve long-term success
- - Developing positive relationships and handling customers’ needs
- - Generating new sales using existing and potential customer networks
Apple Care Advisor T2 EMEA
Apple
Athens, Greece
07.2019 - 06.2020
- - Provides support and assistance to customers, whether on the phone or in person and resolves their issues with Hardware and Software
- - Ensure client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with
IT Help Desk Technician
Cybernet
Bordj Bou Arreridj, Algeria
10.2011 - 05.2019
- - Provides support and assistance to customers, whether on the phone or in person and resolves their issues with Hardware and Software
- - Ensure client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with
Education
Master's degree - Computer Networking
University of Elbachir Elbrahimi Bordj Bou Arreridj
Bordj Bou Arreridj, Algeria01-2016
Bachelor's degree - Computer Science
University of Elbachir Elbrahimi Bordj Bou Arreridj
Bordj Bou Arreridj, Algeria01-2014
Skills
- Technical Support
- Network maintenance
- Hardware and Software
- CRM: Salesforce, PeopleSoft
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Work Planning and Prioritization
- Coaching and mentoring
- Work planning
- Analytical thinking
LANGUAGES
Arabic: Native
English: Fluent
French: Advanced
Timeline
Team Leader || Cisco VISE Operations (EMEA)
Estarta Solutions
10.2025 - Current
Technical Support Engineer (Cisco Licensing Team)– EMEA Region
Estarta Solutions
03.2024 - 10.2024
Network and Systems Engineer VISE Operations – EMEA Region
Estarta Solutions
01.2024 - 11.2025
Sales Account Manager
HP (Hewlett-Packard)
07.2020 - 10.2022
Apple Care Advisor T2 EMEA
Apple
07.2019 - 06.2020
IT Help Desk Technician
Cybernet
10.2011 - 05.2019
Master's degree - Computer Networking
University of Elbachir Elbrahimi Bordj Bou Arreridj
Bachelor's degree - Computer Science
University of Elbachir Elbrahimi Bordj Bou Arreridj