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Informations Générales

Compétences principales :

Management (expert)
ITSM (expert)
ITIL (expert)
gestion de projet (expert)
Liaison Metier-IT (expert)

FIELDS OF EXPERTISE
Management +15 years of management in a multicultural environment, multi-  site and international. Running onshore et offshore teams.
IT Service Desk Organization / processes / service delivery
Heading Client Services pre-sales, project, integration
Heading Project Management
Heading Production deployment / monitoring / support

FUNCTIONAL SKILLS
ITSM, Management, ITIL, Project management, Transversal coordination, KPI, SLA, change management,
Financial markets, electronic trading.

TECHNICAL SKILLS
Heat Ivanti , Jira Service Desk, Salesforce, Service Now, TrackIT, Pega, Nags, OS, networks, Nagios, SGBD, C, C++
 

EXPERIENCES PROFESSIONNELLES

NEPTUNE ENERGY — April 2018 – To date 
Service Delivery Manager France 8 month 
Manage IT support Delivery Transition. Move to an industrialized model by setting up organization, process and IT Support team. Involved in Service Now deployment.
Control IT Budget for France and manage suppliers contract.

PROSODIE / CAP GEMINI — October 2017 – March 2018 
Transition Manager- Freelance 6 month 
Design of the transition process between build and production for a PRM Patient Relationship Management Program for the client SANOFI. The solution was based on Pega a digital process automation software.

ECONOCOM — November 2016 – October 2017 
ITSM Project Director – Freelance 1 year 
Management of 2 sensitive ITSM projects for clients Ministères sociaux and ATB Toulouse-Blagnac Airport
Redesign of the ticketing tool Heat and processesCoordination of Service Delivery, customers, Service Desk, software provider and production. Go live in June.
Change management, leading workshops, project committee and stressing committee. Achievements restore con dence, support team performances improvements, ITSM tool scalable.

EXANE — May 2014 – September 2016 
Service Desk Director / Consultant – Freelance 2 years and 4 months 
Management of 15 support engineers to handle 900 users working in regions management of service supplier. ITSM tool Jira Service Desk deployment. Support globalization with process alignment. > Achievement user survey score 91 satisfied
ITIL process deployment Set up KPI, Set up SLA/OLA, set up production support process 24/5. SDM role creation and recruitment.

SUNGARD — Sept 2008 – Nov 2013 5 years and 2 month 
Hosted Service Product Manager 1 year and 2 months 
– Study of a new solution package service oriented to host market access, Fix order routing and OMS systems. Proposal of a SAS model service oriented solution where software features would be hosted on a private cloud.
Head of hosted Services 2 years and 7 months – IT Operation manager for Hosted Services including orders market access, FIX routing and
OMS . Manage a team of 35 engineers dedicated in solution production deployment, monitoring and support level 1 and 2.
Redesign the production team organization for a reactivity and service oriented support model, based on ITIL best practices. Review roles and processes incidents, problems, changes management.
Industrialize IT operations deploying Nagios, UAT environments, migration tools, KPI setup solution availability rate, migration achievement rate Production team operational management operation engineers, tools developers, project manager, SDM Service Delivery Managers setup stand up meeting, project tracking follow up, action plan communication, problems follow up, incident reporting, setup product meeting with R&D and QA, setup production rules.
Point of contact for client escalation. 
Client Services Director 1 year and 5 months 
Transversal coordination of comprehensive client service 200+ engineers and consultants based on 15 operational units in Europe, Asia and US .
ITSM tool deployment Salesforce . Set up a new organization. De ning the role of Customer Service Executive and distributed Service Desk, set up new processes. Worldwide deployment 250 users to manage ticketing of incidents,

problems changes and requests managing workshop with users, leading steering committees, reporting to global Trading Department VP. As a
result, it has improved signi cantly troubleshooting deadlines and client communication.

ULLINK — March 2002 – June 2008 6 years and 3 months 
Client Services Director 4 years 
In a Startup environment, I was member of the management committee, in charge of the global management of Client Services which includes project management, on site software integration and deployment into production, technical support, management of hosted solutions, pre sales technical support.
Creation of the client services department in charge of client project management, software integration, production deployment and client technical support. I achieve to make a well recognized client service, in line with an annual growth of 100 from 5 to 100 employees in 6 years -OperationalManagement, recruitment and people development towards a technical expert role, SDM, or manager role within a multi cultural and international

environment. Starts Client Service in London, New-York and Hong Kong.

Coordination of regional Services customer located in EU, US and Asia. Leading project committee with SDM to follow up clients projects.
Client Service department industrialization ITSM, creation of a SLA, creation of a web based information system to track projects, clients, release notes and deliveries. Setup of a client alerting process and dashboards.
Industrialization of the production service ITIL/Devops process deployment in line with the SLA in order to administrate, monitor and support order routing solutions on a 24/5 basis. Point of contact for client escalation. 
Project Manager 2 years and 3 months 
Client project management / Recruitment and training of projects manager / Product strategy

ANTHIUM FINANCE — Sept 2000 – Feb 2002 1 year and 5 months 
Project manager 1 year and 5 months 
In a startup environment, speci cation and acceptance of a trading platform for the listing of the CAC40 stocks outside regular market trading hours from 6PM to 10PM . Follow up of software provider and Software integration. Set up and run production environment.

GL TRADE — Sept 1995 – Sept 2000 5 years 
Head of SLE development team 1 year and 9 months 

Development team manager 8 developers. In charge of software server delivery. Servers were used to connect 38 nancial electronic trading places in Europe, America and Asia.

Software Engineer 3 years and 3 months
– Order routing servers software development to connect various trading places Paris, Frankfurt, Brussels, Geneva, Madrid, Lisboa ,…

 

DIPLOMES & FORMATION

1994 Engineer school ESEO Ecole Supérieure d’Electronique de L’Ouest – Angers Certifications

Certification

2016 PRINCE2 Foundation + Practitioner certi cation Egilia – Paris
2014 ITIL V3 Foundation certi cation Egilia – Paris

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