Nathalie Bourcier

Experience

• 

  Académie du Savoir

  Sept 1996 - Dec 1998

  Teacher

  • Teach and help the students in their computer courses• In charge of the maintaining the equipment functional and up-to-date.

• 

  QIT, Sorel-Tracy

  Sept 1997 - Dec 1997

  Analyst-Programmer

  Modify existing programs for Y2K

• 

  JOVACO

  Jan 1998 - Aug 1998

  Analyst-Programmer

  Modify existing programs for Y2KMake tests for assurance quality

• 

  Cognicase

  Sept 1998 - Dec 1999

  Analyst-Programmer

  In charge of the referential.Modify existing programs for Y2KMake tests for assurance quality

• 

  SITA

  Jan 2000 - Oct 2024

  • Standard applications support processes derived from ITIL framework• Organize, manage and maintain effective Corporate Application support to meet high level of customer satisfaction and business requirements• Management of the applications service desk (15 agents in Mumbai) and SLA• Defining requirement and validating use of ITSM tools as well as KPIs and reporting• Interface between service desk and application teams• Growth of the helpdesk (tickets volume multiplied by 3 in 3 years, constant increase of activities and applications supported) while keeping the cost low with unit transaction pricing Show less • Responsible for configuring the Siebel application to meet customer requirements. This will require an understanding of the overall operation of the Siebel application• Programs, installs, tests, and/or researches tasks to support specific information technology project(s) or a discrete technical function. • Applies specialized technical knowledge and skill in assessing data processing requirements and identifies opportunities and necessary tasks for improvement and modification.• Interfaces with users to determine systems problems and provides technical support to address day-to-day needs and long-range planning efforts Show less

  • Service Desk Operation Manager

    Jan 2005 - Oct 2024

  • Business Analyst

    Jan 2004 - Jan 2005

  • Siebel Configuration Specialist

    Jan 2001 - Jan 2004

  • HR Data Analyst

    Jan 2000 - Jan 2001
• 

  Rio Tinto

  May 2024 - now

  Prod Site Support Superintendent

  - Gérer l’équipe d’agents affectés au support TI de l’unité d’affaires; offrir du soutien et une orientation- Contribuer à la réputation du service à la clientèle des TI en maintenant les ententes de services à leurs niveaux attendus tout en continuant à mettre l’accent sur l’excellence et le professionnalisme dans tous les aspects de l’assistance technique- S’occuper de la gestion des incidents et des recours hiérarchiques pour s’assurer de les résoudre en respectant les ententes de service- S’assurer que les processus appliqués aux services informatiques à l’utilisateur final sont conformes à la stratégie TI globale- Fournir un soutien lors d’incidents critiques, notamment en dehors des heures de bureau, le cas échéant- Mettre en place et suivre des indicateurs de performance- Gérer les plaintes et l’acheminement de ces dernières de manière orientée service- Soutenir le processus d’achat d’équipement- Se tenir au courant des normes de l’industrie et des nouvelles technologies Show less