ITSM Consultant (ServiceNow & Service Management Automation X)

• Sep 2018 - Present

ITSM Process On Boarding Manager

• Apr 2017 - Sep 2018

• Implement ITSM processes and workflow tools for transition and transformation projects within DXC delivery and customer environments.• Provide ITSM Subject Matter Expertise for process engineering and design by providing analysis and project support utilizing ITSM frameworks.• Generate designs and transition to production of processes in current ITO accounts to maximize cost efficiency.• Ensure success of ITSM process implementation in line with DXC global processes and customer requirements according to ITIL methodology.• Ensure the alignment of implemented processes with the respective enabling tools.• Develop ITSM Service Provider and Service Integrator process documentation. Evaluation of contractual requirements, gap analysis and client communication and negotiation.• Collect data, provide analysis of information and recommendations for processes improvement.• Developing core ITSM process documentation (Incident, High Priority Incident Management, Change, Problem, Configuration and Asset Management). • Case exchange and work instruction documentation development supporting the respective process and participating in the implementation of the processes dry runs and User Acceptance Tests (UAT) for both process and case exchange.

EMEA On-boarding manager at Hewlett Packard Enterprise

• Dec 2015 - Mar 2017

• Implement ITSM processes and workflow tools for transition and transformation projects within HPE delivery and customer environments• Provide ITSM Subject Matter Expertise for process engineering and design by providing analysis and project support utilizing ITSM frameworks.• Generate designs and transition to production of processes in current ITO accounts to maximize cost efficiency• Ensure success of ITSM process implementation in line with HPE global processes and customer requirements• Ensure the alignment of implemented processes with the respective enabling tools• Develop ITSM Service Provide and Service Integrator process documentation. Evaluation of contractual requirements, gap analysis and client communication and negotiation.• Collect data, provide analysis of information and recommendations for processes improvement.

Team Manager

• Sep 2013 - Nov 2015

Leading French technical support team of 30+ people for Microsoft Office 365, supporting all French speaking customers globally.- Leading a team of technical engineers providing break and fix services to Microsoft customers experiencing issues with Exchange, MS Lync and SharePoint. Cloud and hybrid environment.- Responsible for distribution and lifecycle of all incoming customer requests- Accountable for quality and efficiency aspects of the incoming requests.- Responsible for operational metrics, KPI and processes related to the workflow (Case Age, Backlog, MPI, Case/Phone SLA, Process Adherence, Customer Satisfaction, and Review)- Works with a team of technical (L1 and L2/Tech Leads) and non-technical stuff in a senior capacity.- Creates action plans for performance improvement. Personal improvement plans, focal point reviews including all engineers SLAs.- Conducts performance reviews/regular team meetings/monthly 1-2-1s with every team member- Creates and deploys case handling and team processes.Pro-activities:- Bonus system development- Lead training for new-hires- Developing Engineers for Management/Technical roles- Potential clients meetings and discussions.- Interviewing and hiring process

Engineer

• May 2010 - Sep 2013

▪ LoadRunner and Performance Center application support. Load testing and client server application recording traffic analyzing and troubleshooting. Recording of business processes and load testing scheduling. Direct communication with customer representatives and active troubleshooting and advisory.

Mcafee Antivirus support engineer

• May 2008 - May 2010

▪ Support of Antivirus software – McAfee software support for French speaking customers in EMEA and Canada▪ Corporate team. Support of corporate customers French companies using McAfee antivirus software.▪ Virus removal service, removing viruses from infected environments technical support and customer service.