Mes compétences :
Informatique
Gestion de projet
Support client
Leadership
Support technique
Nom de domaine
Service client
Entreprises
Eurodns S.A.
- Customer Services Manager
2009 - maintenantAnalyze and follow up on all customer requests
Setup of Customer configuration
Maintenance of Customer Support Policies
Team Management
Project Management
FAQ & Knowledge base Manager
RBC Dexia IS
- Customer Support
2006 - 2008Follow up of the Customers Requirements
Follow up of IT production and Business incidents
Setting up and follow-up of the ITIL best practices
Business analysis for Key Customers (Reporting)
DEXIA BIL (DFS)
- Responsible of IT Services and Relation & CCLUX
2002 - 2006Responsible of the CClux team
Follow up of Business incident
Establishment and follow-up of the SLA
EUSD project for the Cell CCLUX (publication of the nav toward to CCLUX)
SPOC for all relative questions to the data processing coming from the internal and external customers
Dexia-Bil
- IT Service Support
2002 - 2004Handling and resolution of 80% of the incidents 1st and 2nd Line
Setting up and implementation of a call centre database
BG Bank International Luxembourg S.A. / Dexia Nordic
- Responsible Network and the computer Park
1998 - 2002Design and Implementation of a new network infrastructure
Implementation of a centralized backup
Implementation of the automation of the reporting
Network and LAN Administrator
Helpdesk 3rd Line
ING Luxemburg
- Responsible Network and the computer Park
1992 - 1998Implementation of all the data networking and telecom
Complete management of the computer park and Servers
Management of the IT stock
Responsible of the computer purchases
