Founding CEO - ITIL / ESM Expert, Coach ITIL, Solutions Architect

• Oct 2019 - Present

2021-2023 (Solutions Architect, ITIL / ESM Expert & Coach) : - Industriel Alliance - Analyste d'affaires Service Now - Autorité Régionale de Transport Métropolitain - Jira Service Management - Tribunal Administratif du Québec - Octopus - Lion Electric - Service Desk Plus - SDP Online Manage Engine - Blue Cross - Octopus 2020-2021: Business Analyst for CDPQ - Équipe Déposant 2019-2020: Held a role of ITSM Expertise role for a mandate with Investissement… Show more 2021-2023 (Solutions Architect, ITIL / ESM Expert & Coach) : - Industriel Alliance - Analyste d'affaires Service Now - Autorité Régionale de Transport Métropolitain - Jira Service Management - Tribunal Administratif du Québec - Octopus - Lion Electric - Service Desk Plus - SDP Online Manage Engine - Blue Cross - Octopus 2020-2021: Business Analyst for CDPQ - Équipe Déposant 2019-2020: Held a role of ITSM Expertise role for a mandate with Investissement Québec. Project Management, GRC and cybersecurity mandates for 8 Brains, a startup in cybersecurity Show less 2021-2023 (Solutions Architect, ITIL / ESM Expert & Coach) : - Industriel Alliance - Analyste d'affaires Service Now - Autorité Régionale de Transport Métropolitain - Jira Service Management - Tribunal Administratif du Québec - Octopus - Lion Electric - Service Desk Plus - SDP Online Manage Engine - Blue Cross - Octopus 2020-2021: Business Analyst for CDPQ - Équipe Déposant 2019-2020: Held a role of ITSM Expertise role for a mandate with Investissement… Show more 2021-2023 (Solutions Architect, ITIL / ESM Expert & Coach) : - Industriel Alliance - Analyste d'affaires Service Now - Autorité Régionale de Transport Métropolitain - Jira Service Management - Tribunal Administratif du Québec - Octopus - Lion Electric - Service Desk Plus - SDP Online Manage Engine - Blue Cross - Octopus 2020-2021: Business Analyst for CDPQ - Équipe Déposant 2019-2020: Held a role of ITSM Expertise role for a mandate with Investissement Québec. Project Management, GRC and cybersecurity mandates for 8 Brains, a startup in cybersecurity Show less

ITIL Consultant

• May 2021 - Jun 2022

- Support client for ITSM implementation (Change Management, Incident Management, Access management & CMDB) Software : Cobalt / Octopus - Support client for ITSM implementation (Change Management, Incident Management, Access management & CMDB) Software : Cobalt / Octopus

Senior Business Analyst

• Sep 2020 - May 2021

Director Consulting Services in Risk, Performance and Technology

• Oct 2018 - Oct 2019

• Managing client’s project for certification NIST 52-109 (Client Héroux Devtek) • Performed complete ITGC (client: BVG Montréal, Héroux Devtek, David’s Tea) • Performed cybersecurity assessment (client: Loop Industries, Investissement Québec, McGill St Laurent) • Designed & implemented solutions for scheduling, capacity, and cost efficiency. • Prospected for new client • Enhances the catalogue of services • Drafted answer to Request for Proposal • Interviewed and hired… Show more • Managing client’s project for certification NIST 52-109 (Client Héroux Devtek) • Performed complete ITGC (client: BVG Montréal, Héroux Devtek, David’s Tea) • Performed cybersecurity assessment (client: Loop Industries, Investissement Québec, McGill St Laurent) • Designed & implemented solutions for scheduling, capacity, and cost efficiency. • Prospected for new client • Enhances the catalogue of services • Drafted answer to Request for Proposal • Interviewed and hired candidates for cybersecurity’s team Show less • Managing client’s project for certification NIST 52-109 (Client Héroux Devtek) • Performed complete ITGC (client: BVG Montréal, Héroux Devtek, David’s Tea) • Performed cybersecurity assessment (client: Loop Industries, Investissement Québec, McGill St Laurent) • Designed & implemented solutions for scheduling, capacity, and cost efficiency. • Prospected for new client • Enhances the catalogue of services • Drafted answer to Request for Proposal • Interviewed and hired… Show more • Managing client’s project for certification NIST 52-109 (Client Héroux Devtek) • Performed complete ITGC (client: BVG Montréal, Héroux Devtek, David’s Tea) • Performed cybersecurity assessment (client: Loop Industries, Investissement Québec, McGill St Laurent) • Designed & implemented solutions for scheduling, capacity, and cost efficiency. • Prospected for new client • Enhances the catalogue of services • Drafted answer to Request for Proposal • Interviewed and hired candidates for cybersecurity’s team Show less

Manager Business Development

• May 2018 - Oct 2018

Prospecting and recruitment of candidates Prospecting and negociating of new clients Building and managing pipeline of opportunities Prospecting and recruitment of candidates Prospecting and negociating of new clients Building and managing pipeline of opportunities

Director Consulting Services - Service Delivery Manager

• Feb 2016 - May 2018

• Oversaw employee’s delivery activities in regular basis • Reported on service results • Coached members and new directors for providing great customer service equally as helping on career management • Encouraged and supported members to animate lunch & learn sessions and social newsletters • Established annual objectives (S.M.A.R.T.) • Conducted annual reviews and managed annual salary increased as well as bonuses • Managed conflicts customer/member • Participated… Show more • Oversaw employee’s delivery activities in regular basis • Reported on service results • Coached members and new directors for providing great customer service equally as helping on career management • Encouraged and supported members to animate lunch & learn sessions and social newsletters • Established annual objectives (S.M.A.R.T.) • Conducted annual reviews and managed annual salary increased as well as bonuses • Managed conflicts customer/member • Participated actively in executives’ committees • Managed profit and lost, net margins and net income • Collected business requirement and managed client’s satisfaction and issues • Conducted job interviews for several IT positions • Used the latest service management tools, techniques, and trends

Business Analyst & ITSM Analyst

• Sep 2013 - Feb 2016

• Reported monthly KPI’s status to staff management and users • Led crisis war room for critical incident, using swarming method • Held meeting with internal departments and vendors for critical incidents and problems • Managed requests & incidents tickets through Service Now • Participated in life cycle of change tickets (creation, approval, testing, delivery, and closure) • Contributed in ITIL meetings such as CAB, Post Implementation Review, Problems meeting • Negotiated… Show more • Reported monthly KPI’s status to staff management and users • Led crisis war room for critical incident, using swarming method • Held meeting with internal departments and vendors for critical incidents and problems • Managed requests & incidents tickets through Service Now • Participated in life cycle of change tickets (creation, approval, testing, delivery, and closure) • Contributed in ITIL meetings such as CAB, Post Implementation Review, Problems meeting • Negotiated and established proper Services Level Agreement (SLA) with stakeholders • Created and updated proper knowledge database based on Incidents tickets resolved • Led creation new IT support team based on ITIL standards for Incident, Change and Problem management • Trained and coached new employees • Interviewed candidates for open position in the team

Team Leader Production Support IT Equity Derivatives

• Jun 2012 - Jul 2013

• Reported monthly KPI’s status to staff management and users • Developed service level agreements (SLA) and maintenance plans for IT applications with stakeholders • Managed requests, incidents tickets through GSD and Jira • Participated to life cycle of change tickets (creation, approval, testing, delivery, and closure) • Contributed in ITIL meetings such as CAB, Post Implementation Review, Problems meeting • Created and updated proper knowledge database based on Incidents… Show more • Reported monthly KPI’s status to staff management and users • Developed service level agreements (SLA) and maintenance plans for IT applications with stakeholders • Managed requests, incidents tickets through GSD and Jira • Participated to life cycle of change tickets (creation, approval, testing, delivery, and closure) • Contributed in ITIL meetings such as CAB, Post Implementation Review, Problems meeting • Created and updated proper knowledge database based on Incidents tickets resolved • Trained Paris and Hong Kong support teams on new IT applications • Organized and validated BCP and DR procedures

Production Support IT Equity Derivatives

• Jan 2011 - Jun 2012

Projects Management • Coordinated with internal departments and resources on possible solutions • Worked closely with other departments to coordinate implementations and support • Evaluated and documented support IT requirements and proposed IT tools to solve them • Organized project status meetings to support IT team on a regular basis • Developed service level agreements and maintenance plans for IT applications Training • Trained Paris and Hong Kong support teams on new… Show more Projects Management • Coordinated with internal departments and resources on possible solutions • Worked closely with other departments to coordinate implementations and support • Evaluated and documented support IT requirements and proposed IT tools to solve them • Organized project status meetings to support IT team on a regular basis • Developed service level agreements and maintenance plans for IT applications Training • Trained Paris and Hong Kong support teams on new IT applications grounded on new documentations • Produced documentations, procedures and escalation procedure • Organized and validated dress rehearsal procedure Technical environment: Windows 2008 Server, Unix, Oracle 11, Horizon, RTC, Team City, Geneos...

Production Support IT

• Jul 2009 - Dec 2010

Production • Managed Level 1 support localized in Brazil: training, assistance, coordination • Crisis Handling: communications, escalation, work around… • Performed daily system monitoring; respect established SLAs • Prevented or detected any issue which could impact the overnight batches • Managed incident reporting with a dedicated software (G.S.D) • Business trip to Brazil to train level 1 support team. (1week) Projects Management • Designed and Developed new scripts… Show more Production • Managed Level 1 support localized in Brazil: training, assistance, coordination • Crisis Handling: communications, escalation, work around… • Performed daily system monitoring; respect established SLAs • Prevented or detected any issue which could impact the overnight batches • Managed incident reporting with a dedicated software (G.S.D) • Business trip to Brazil to train level 1 support team. (1week) Projects Management • Designed and Developed new scripts and new jobs to improve the daily production • Involved in critical migrations and processes • Maintain very high systems standards • Documentation management: emergency manuals, procedures, installation manuals Technical environment: Windows 2003 Server, UNIX, Oracle 9i, Data Synapse, Control-M, Sophis, Spirit, Trading Tools, Business Objects, Toad…

Delane SI Contractor - Production Support IT

• Jul 2008 - Jul 2009

Production • Controlled and monitored daily file production using Control-M, Data Synapse, logs and remote access on servers • 3rd level support contacts with functional, development and operational teams • 1st level support for Sophis, Spirit, Trading Tools and Business Objects Projects Management • Conception and Development of new scripts and new jobs to improve the daily production • Involvement in critical migrations and processes • Maintaining knowledge database up to… Show more Production • Controlled and monitored daily file production using Control-M, Data Synapse, logs and remote access on servers • 3rd level support contacts with functional, development and operational teams • 1st level support for Sophis, Spirit, Trading Tools and Business Objects Projects Management • Conception and Development of new scripts and new jobs to improve the daily production • Involvement in critical migrations and processes • Maintaining knowledge database up to date Technical environment: Windows 2003 Server, UNIX, Oracle 9i, Data Synapse, Control-M, Sophis, Spirit, Trading Tools, Business Objects, SQL developer…

Systems Administrator

• Aug 2006 - Jul 2008

Production • Administration of vendors systems. (Installation, maintenance and troubleshoot) • Assistance for migration and configuration of Sonicwall Firewall • Software testing, installation and updates Administration (Windows 2003) • Active Directory 2003: Creation, modification of users, groups and folders rights by GPO. • Management of Admin antivirus Sophos, deployment and installation on users’ desktops. • Administration of ACARS systems: installation/configuration… Show more Production • Administration of vendors systems. (Installation, maintenance and troubleshoot) • Assistance for migration and configuration of Sonicwall Firewall • Software testing, installation and updates Administration (Windows 2003) • Active Directory 2003: Creation, modification of users, groups and folders rights by GPO. • Management of Admin antivirus Sophos, deployment and installation on users’ desktops. • Administration of ACARS systems: installation/configuration and management Project Management for Acars/ BBO / Strategy software • Involvement within migration and update of systems • Altea Certification for configuration and assistance for Altea reservation system migration project Show less Production • Administration of vendors systems. (Installation, maintenance and troubleshoot) • Assistance for migration and configuration of Sonicwall Firewall • Software testing, installation and updates Administration (Windows 2003) • Active Directory 2003: Creation, modification of users, groups and folders rights by GPO. • Management of Admin antivirus Sophos, deployment and installation on users’ desktops. • Administration of ACARS systems: installation/configuration… Show more Production • Administration of vendors systems. (Installation, maintenance and troubleshoot) • Assistance for migration and configuration of Sonicwall Firewall • Software testing, installation and updates Administration (Windows 2003) • Active Directory 2003: Creation, modification of users, groups and folders rights by GPO. • Management of Admin antivirus Sophos, deployment and installation on users’ desktops. • Administration of ACARS systems: installation/configuration and management Project Management for Acars/ BBO / Strategy software • Involvement within migration and update of systems • Altea Certification for configuration and assistance for Altea reservation system migration project Show less

Teamlog contractor - IT Support

• Jan 2006 - Jul 2006