Experience

• 

  Greenpixel

  Jan 2002 - Jan 2002

  Webdesigner

  Learned the basics of web design, basics of HTML, CSS, HTML

• 

  Stefanini emea

  Jan 2005 - Jan 2006

  Deskside support technician

  Helpdesk Support Tehnician for Sibelco NV (www.sibelco.be) and Daimler-Chrysler DealerConnect Service (www.dealerconnect.com) , Server and network monitoring, Deskside support for TechTeam Global and TechTeam ANE, Customer Care for Canon UK (www.canon.co.uk)

• 

  Genpact

  Jan 2006 - Jan 2007

  Process associate level 2

  Desk site Support Technician 2nd Level for GE Healthcare(www.gehealthcare.com) France: - Analyzing and solving incidents not solved by Level 1;- Handling incidents of a higher level of difficulty; Trainer: - Training new hires on “core load” software and specific applications; - Refreshment trainings for all Project employees; Process Leader: - Driving the French Team to reach and surpass the goals designated by the client; - Managing the team in relation to scheduling, leaves and other issues related to the work environment. Zobrazit méně

• 

  Ibm

  Jan 2007 - Jan 2015

  Handling the interface between the customer and support teams. Managing the support teams (e.g. Wintel Support / UNIX Support) in order to obtain the best results in terms of SLA, KPI and customer satisfaction. Supervising the change implementation on customer systems and together with the support team providing technical analyze of system upgrades in terms of hardware or software. Validating licensing for the software installed on the machines and handling a small part of the costing made for the customers.Managing projects for the customers such as infrastructure migration or new application implementations. Zobrazit méně - Handling project transitions from France to the Czech Republic in terms of workload, documentation and scope revalidation.- Providing 2nd and 3rd Level administration for IBM customers in France, in regards to Windows Server and Citrix related issues. The administration includes: User and Group Management, Active Directory Management, DNS Management, Backup related activities, Citrix Metaframe Management, Different maintenance tasks as required by the customer.Providing support on the IBM’s French Citrix Infrastructure and on the customer’s Citrix Servers. Administered servers: approximately 1000+ .Customers supported: Brink’s, Banque de Neuflize(ABN AMRO), Nouvelles Frontières, Pain Jacquet, Urbania, Adyal, Champion Amidis, Merial, Sodexho, MAFIPA (INAPA), Ordre des Avocats de Paris. Zobrazit méně

  • Delivery Project Executive

    Jan 2014 - Jan 2015

  • Service Delivery Manager

    Jan 2010 - Jan 2014

  • Technical Customer Manager

    Jan 2008 - Jan 2010

  • Windows & Citrix Administrator

    Jan 2007 - Jan 2008
• 

  Interoute

  Jan 2015 - Jan 2016

  Service assurance manager

  Oversee the day to day IT operations of Interoute's biggest customer with focus on the continuous improvement of service provided.- Improve existing internal and external processes- Define and implement new processes as required by the business.- Managing internal project management tasks and resources- Supporting and ensuring change management is done according to the customer requirements and following the appropriate processes- Leading a team of experienced engineers in charge of the customer’s platforms (VMWare, Linux, Windows, Backup, Storage, Networking [IP and Security]). Zobrazit méně

• 

  Novartis

  Jan 2017 - now

  Managing the Event Management process and ensuring its correct implementation. Working with the business partners and Vendors to onboard all new applications servers into the process in order to ensure the proper monitoring is done and the business and support teams are alerted accordingly. Responsible for the execution of the Major Incident Management Process. Following all Priority 1 incidents that can affect the business, provide the proper assessment and involve all required parties in order to resolve the issue in the fastest time possible and as with limited business disruption. Zobrazit méně

  • Director Service Management - Service Assurance

    Jan 2022 - now

  • Service Assurance Manager

    Jan 2018 - Jan 2022

  • Service Manager

    Jan 2017 - Jan 2018