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Arnaud BOURRAND

SALINAS

En résumé

Mes compétences :
Strong skills in communication
Microsoft Excel
Back office
Global knowledge in IT
Front Office
Strong involvement in the customer relationship
Sense of the management and organization
Quick learner

Entreprises

  • Computer Sciences Corporation - Service Management – Client Delivery Manager.

    2015 - maintenant Service Management – Client Delivery Manager.
    Computer Science Corporation. SILCA - CACEIS - Excellence / Financial and Banking services.
    06/2015 – present day | Asturias, Spain.

    Along with the Incident Manager – Customer Experience Lead responsibilities, the activity includes:

    - Lead Service Operations teams - Problem Management, Service Level Management, Change Management, (Major) Incident Management and Service Request Management (20 people).
    - Own all Service Management department processes.
    - Ensure that all day-to-day Services management activities are carried out in a timely and reliable way as per SLAs expectations.
    - Act as a key interface with client, company and stakeholder staffs.
    - Drive a continuous improvement plan for all services. (Improve processes; make Service Management more proactive than reactive).
  • Computer Sciences Corporation - Incident Manager

    2014 - maintenant
  • Computer Sciences Corporation - MIM – Team Leader

    2013 - 2014 MIM – Team Leader
    Computer Science Corporation. CACEIS - Excellence / Financial and Banking services.
    02/2013 – 05/2014 | Asturias, Spain.

    Beyond the Major Incident Manager tasks, the team leader activity included:
    -Chair monthly Governance call with the Service management and reporting on MIM activity.
    -Regular review of process steps and Major Incident Management library.
    -Provide information that allows support processes to be optimized, the number of incidents to be reduced, and management planning to be carried out.
    -Management of major incidents managers (10 people) – Review SRT quality and processes respect / Continuous processes implementation or improvement plans / Informing the team about Medium and high risks changes.
  • Computer Sciences Corporation - Major Incident Manager (MIM)

    2012 - 2014 Major Incident Manager (MIM)
    Computer Science Corporation. CACEIS and Leverage accounts - Excellence / Financial and Banking services.
    11/2012 – 05/2014 | Asturias, Spain.

    - Act as a key interface between the account delivery managers, the customer and the support teams.
    - Set up dedicated Service Restoration Team with specific and relevant skills to ensure closure of major unexpected incidents in compliance with contractual obligations (SLA).
    - Hold technical and management conference calls to ensure accurate and up to date information is available to the Senior Management team, to the customer and to all relevant stakeholders.
    - Responsible for standard client communication (SMS notifications) according to SLA obligations.
  • Computer Sciences Corporation - Network Technical Leader (monitoring team)

    2011 - 2012 Network Technical Leader (monitoring team)
    Computer Science Corporation. Renault/Nissan - Automotive Industries.
    11/2011 – 11/2012 | Asturias, Spain.

    In addition to the Network Operator responsibilities, the role covered the following:
    - Key Interface bridging the gap between customers, technical support teams, and third parties stakeholders.
    - Develop/Improve, Deploy and Roll-out processes (including tooling and detailed procedures) in order to cover non-standard tasks, to improve operator performances role and to bring better added-value to the customers. (e.g. outage's ticket management)
    - Management of Network operators team (10 people) - new members training, continuous service improvement plan and resources availability plan.
  • Computer Sciences Corporation - Network Operator (monitoring team)

    2010 - 2011 Network Operator (monitoring team)
    Computer Science Corporation. Renault/Nissan - Automotive Industries.
    05/2010 - 11/2011| Asturias, Spain.

    - Analyze monitoring tools or network devices logs in a relevant and technical way.
    - Create and handle outage's tickets in a proactive way.
    - Communicate with customer to evaluate business impact, offer backup solutions and inform about resolution progress.
    - Reroute issue to higher support levels if needed.
  • Armée de terre - System Administrator, Network Technician, Webmaster (French DOD)

    2008 - 2010 System Administrator, Network Technician, Webmaster (French DOD)
    Department of defense. Etat-Major de Force 1 - National Security.
    06/2008 - 05/2010 | Besançon, France.

    Along with all the support activity delivered to the end users,
    - Helpdesk team Management and Training (on Infrastructure and General IT knowledge – creation of best practices, technical documentation) (10 people).
    - Deployment, renewal, rollout of technical solutions and equipment on site.
    - Administrate classified data.
    - Webmaster.
  • Armée de terre - System and Network Technician (French DOD)

    2003 - 2008 System and Network Technician (French DOD)
    Department of defense. Etat-Major de Force 1 - National Security.
    10/2003 – 06/2008 | Besançon, France.

    -Helpdesk team member (remote and front office support solutions to end users).
    -Renewal of technical solutions and equipment on site.

    Additional IT missions during the period:

    -2009 – 7 months mission in Kosovo :
    -Member of Helpdesk team during 4 months and Helpdesk team leader during 3 months. Management of the team (10 people).
    o Deployment, renewal, rollout of technical solutions and equipment on site.
    2008 – 2 months mission in Emirates – Member of Helpdesk team. LAN and WAN implementation.
    -2006 – 7 months mission in Kosovo – Helpdesk section team leader (8 people).
    -2003 – 4 months mission in Martinique – Member of Helpdesk team. LAN implementation.

Formations

  • AFPA

    Blois 2014 - 2014 BTS

    Validation d'expérience
  • EXIN - Organisme De Certification ITIL

    Paris 2012 - 2012 ITIL foundations V3 - EXO117 – certification (EXIN)
  • EMF1 (NATO Headquarter)

    Besancon 2008 - 2008 BMPE + CQT : Validation of experience in IT and management.
  • EMF1 (NATO Headquarter)

    Besancon 2007 - 2007 CME : Group Management Certificate. EMF1 (NATO Headquarter).
  • Ecole Superieures Et D'Application Des Transmissions (Cesson Sevigne)

    Cesson Sevigne 2005 - 2005 CTE : IT specialist in exploitation. Military Signals School
  • Lycée Jules Renard

    Nevers 1998 - 2002 Baccalauréat Littéraire, option Arts et Informatique

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