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Amandine BAUDOT

NANCY

En résumé

Professional Experience Summary:

I have been working for 10 years on IT contracts at EC.
I gained solid experience in helpdesk support and problem solving in daily cooperation with applications support teams and technical teams, which I've been a part of and now have the chance to manage.

My job required very good prioritising and organising skills as well as accuracy, assertiveness and reliability.

Through my experience I have acquired skills of a very good team player as well as to be able to work alone.
In my work I demonstrate and further develop my strengths like the ability to multi task and complete urgent tasks within the given timeframe, as well as flexibility and excellent communication skills.
With my experience, ambition and approachability, I contribute to a high-quality service as well as to a goal-oriented work environment.
I believe that my impartial but friendly composure add to a positive atmosphere in the team, and that a good atmosphere at work highly contributes to good performance.

Mes compétences :
Management de transition
Gestion des mises en production
Gestion d'incidents
Management opérationnel
Leadership
Gestion d'équipe
Service desk
ITIL Foundation V2
ITIL

Entreprises

  • Intrasoft under contract with European Commission - Luxembourg - IT Team Leader I&AM Service

    2015 - maintenant Team lead of 10 engineers​ (operational activities and projects) in Identity & Access Management services
    - Drafting and finalising notes and reports
    - Assist management with hiring processes and new team member training​
    - Manage the flow of day-to-day operations :
    Supervise the support services provided by the support team
    Ensure the follow-up of incidents; diagnose problems and liaise with the project teams
    Produce, review and improve technical, management and user-oriented documentation for service​
    Monitor correct operations of the involved systems and perform error detection tests
    - Communication bridge between EC and the service contractor​
    - Report to senior level management
    - Monitor the quantitative and qualitative result that is to be achieved
    - ​ITIL Service Transition: Release & Deployment management, Change management, Service validation and testing (Test products and installation procedures), Konowledge management (Known errors & Lessons learned)
    - ITIL Service Operations: Request fulfillment, Incident management, Problem management, Event management (alerts and standby procedures)

    Job-related skills :
    - Conduct team meetings to communicate clear instructions to team members, update members on best practices and provide encouragement to team members, including communicating team goals (continuing expectations), kickoff and daily stand-up meetings
    - Handle complaints (from both staff and customers)
    - Knowledge sharing and transparency
    - Orientation towards results by supervising the operation of the service, in conformity with the quality plans and SLA defined by the organisation​​
    - Contribute to improvement of the service including through technical watch and continous evaluation of the service performance​
    - Provide functional and organisational input to the developers for the design of the I & AM solutions
    - Ensure agreement with the project teams and the user communities on the strategies and procedures to be used

  • Serco under contract with European Commission - Luxembourg - Support Technician I&AM service - European Commission

    2012 - 2014 - Daily operational support for authentication service & information systems :
    Liaison with applications' development and support teams for the resolution of issues
    Monitoring of upcoming DG reorganisations' progress and assessing their impact
    Client configuration first line support
    Application registration with monthly reporting to officials
    - Take over my boss / Official responsabilities during his absence and inform the impacted teams​
    - Training and coaching of colleagues, including newcomers
    - Continuous improvement of procedures and IT tools, including recommendations to officials
    - Maintenance of operational documentation
    - Escalating incidents and problems to Officials when appropriate
    - Service monitoring : checking daily reports, systems monitoring ...​​

  • Serco under contract with European Commission - Luxembourg - User Support Agent

    2007 - 2012 User Access Administration/Service Desk
    - First-line support to users, incident analysis and resolution, problem definition :
    Remote access support to hosted environments services : Webmail, ECAS applications via multi-factor authentication (SMS troubleshooting, Token)
    Monitoring of identity status and maintenance of users, roles and groups​
    ​Creation of access groups in our Directory to 'host' new applications and management of generic user IDs.
    Management and support of Digipass tokens for teleworkers, and management of security conventions
    - ITIL: incident management and access management.
    ​​- Creation and management of operational documentation and procedures through a wiki
    - Training and coaching of colleagues, including newcomers.

  • Multiserv SAS - HR Administrative Assistant

    2006 - 2007 - Assist with day to day administrative support to the Human Resources executives
    - Professional sickness declaration follow-up
    - Compile and update employee records

  • Nouvelles Galeries - Administrative Assistant - Customers adviser

    Aubervilliers 2001 - 2006 - Office assistant, telephone answering
    - Cofinoga credit card files for customers processing and follow up / contracts creation
    - Shopfitter : marchandising, relations with suppliers

Formations

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