Experience

• 

  Scc

  Jul 2007 - Jan 2021

  - Ensuring client requests were addressed promptly and effectively throughout all support activities.- Conducting regular evaluations of operational performance metrics, pinpointing improvement areas, and leading central changes, considering the interplay between various processes.- Performing thorough post-action reviews to assure process adherence and motivating teams to uphold these processes.- Driving initiatives grounded in quantitative analysis to contribute to sustained operational excellence and efficiency.- Critically examining and pruning process steps that were redundant or unnecessary, thereby streamlining overall operations and reducing laborious tasks for clients.- Taking ownership of service management actions, significantly enhancing workflow processes and procedures.- Serving as the central point of contact for clients' service management and process innovation.- Overseeing the day-to-day adherence to contractual SLAs and KPIs.- Managing the backlog to maintain workflow dynamics and providing support to internal and external support groups in response to client demand fluctuations.- Analyzing client demands in relation to contract SLAs and leveraging this analysis to refine workflow processes and procedures.- Hosting regular meetings aimed at strengthening the relationship between the company and its clients. Show less - Managing prompt and efficient handling of client requests and overseeing support activities.- Regularly assessing operational performance and identifying opportunities for process enhancements.- Conducting post-action reviews to measure and enforce process adherence, and leading teams towards compliance.- Initiating and propelling quantitative and analytical initiatives to contribute to lasting operational excellence and efficiency.- Streamlining processes, eliminating time-consuming actions for customers, and taking charge of service management actions to improve workflow processes.- Acting as a focal point for client service management and process development.- Ensuring daily adherence to contract SLAs and KPIs and supervising the backlog to support dynamic workflow and internal and external support groups.- Leading and coordinating with internal technical teams and client support groups for major incident recovery efforts.- Documenting major incidents and coordinating the escalation of technical support groups involved in major incident recovery, including liaising with external suppliers to expedite resolution.- Drafting and dispatching timely communications during major incident recovery to internal stakeholders and client teams.- Driving and managing escalations and raising awareness to client management per the client's incident management policy. -Providing regular internal incident management reports and organizing meetings with client management teams to offer in-depth incident analysis and improvement plans. Show less - Gaining extensive knowledge of IT hardware to diagnose equipment malfunctions accurately across a diverse array, including PCs, notebooks, printers of various types, servers, and storage solutions.- Consulting technical documentation for each equipment category and conducting remote tests and diagnostics.- Communicating with clients to collect additional information and coordinating the ordering of replacement parts and equipment when necessary, for :> PCs> notebooks/laptops> dot matrix/inkjet/laser printers> network printers> industrial printers> servers (HP ProLiant ML/DL/BL, IBM xSeries, IBM System X, Dell PowerEdge)> NAS/SAN (HP MSA storage, IBM DISK Storage, IBM VStorage, DELL EqualLogic PSSeries)> tape storage ( HP MSL, IBM Tape Storage, Dell Powervault Show less

  • Operations Process Manager

    Oct 2019 - Jan 2021

  • Technical Support Team Leader - French and English

    Mar 2014 - Sept 2019

  • Technical Screening Analyst - French and English

    Jan 2010 - Feb 2014

  • Dispatch - onsite IT Engineer

    Jul 2009 - Dec 2009

  • Technical Support Agent

    Jul 2007 - Jun 2009
• 

  Atos

  Feb 2021 - now

  - Spearheading the delivery of strategic IT initiatives, I lead multidisciplinary project teams through the complexities of enterprise-level solutions, ensuring alignment with corporate objectives.- Steering project execution to meet rigorous deadlines, maintaining scope boundaries, and controlling budget adherence.- Engineering comprehensive project plans, inclusive of resource orchestration, timeline development, budgeting, and advanced risk mitigation strategies.- Instituting industry-standard project management practices, leveraging methodologies to bolster project execution and delivery.- Nurturing stakeholder relationships through proactive engagement, eliciting requirements, and streamlining the decision-making processes.- Managing the entire project lifecycle with a vigilant eye, from the granularities of initiation to the strategic moves of planning, and through the execution, monitoring, control, and methodical closure.- Facilitating regular project status meetings and generating executive reports that elucidate project trajectories, potential risks, and emergent issues.- Administering robust change control processes to maintain project scope integrity, ensuring all adjustments are meticulously documented and authorized.- Synchronizing efforts between internal divisions, external partners, and service entities to ensure the flawless integration of novel systems and technologies.- Cultivating a culture of innovation, accountability, and peak performance within the project teams.- Upholding strict adherence to organizational policies, industry benchmarks, and regulatory standards throughout project progression.- Committing to ongoing professional growth, consistently updating my expertise with the latest in project management tools, technologies, and best practices to enhance operational efficiencies and project outcomes. Show less - Establishing a single point of contact for client queries, service complaints, and project-related discussions, ensuring a cohesive and responsive client experience.- Implementing and enforcing relevant policies and standards, particularly emphasizing adherence to security directives.- Safeguarding the operational tasks to ensure they are successfully managed in accordance with the contract lifecycle.- Leading service review sessions and executing appropriate actions to align service delivery with the nuanced understanding of the customer's organizational nuances, contract specifics, business context, and priorities.- Serving as the principal escalation conduit for significant customer issues and guiding technical teams across all service offerings.- Orchestrating delivery team efforts in accordance with the Top of Stack principle and engaging in Cross Tower collaborations when necessary.- Coordinating technical bridging in Major Incident Management and ensuring the application and observance of management processes such as incident, change, and problem management for the services within our purview.- Collecting, analyzing, and managing customer requests and feedback- Assuming the role of Acting Service Delivery Manager when required. Show less

  • IT Project Manager

    Apr 2023 - now

  • Customer Service Manager

    Feb 2021 - Mar 2023