Flavio BUSTILLOS

En résumé

Entreprises

• Lenovo - Regional Service Delivery Manager

  Courbevoie 2011 - maintenant Joined MEA field service delivery leadership to lead, strengthen and drive the hardware in-warranty and support services foundation & performance. Responsible for Lenovo’s service program expansion across North West Africa, Egypt and Levant regions. Led multi-functional service teams based in Algeria, Tunisia, Egypt, Lebanon, Jordan and French North West Africa.

• Devoteam - Global Service Desk Manager

  Levallois-Perret 2011 - 2011 Brought on board to transform the Global Service Desk services through life of the contracts in alignment with service management and contractual commitments in order to maximize customer satisfaction and profitability within agreed objectives and benefits (HC of 27+ Level 1, Level 2 support consultants, incident managers and 3 project leaders)
  Directed 11+ ITSM/IT outsourcing high-profile managed services and application & maintenance projects.
  Main successful accomplishments within the first 3 months:
  • Quickly set in place a baseline service delivery dashboard/KPIs per project and individual: as result, output, management and performance became visible to put in place continuous improvement processes, preventive and corrective actions.
  • Developed leadership by re-structuring the department and appointing 3 project leaders therefore improving & advocating: management and vision of the projects’ objectives; creative thinking, cohesive team effort and open communication.
  • Oversaw the transition management of 4+ ITSM/ITO projects from onshore to offshore facility.
  • Reestablished trust and confidence in the support service.

• Parametric Technology Corporation - Enterprise Technical Suppor Manager - PTC Solutions WFI Group

  2008 - 2011 Enterprise Technical Support Manager II (Oct 2009 – Feb 2011): Maintain and develop the strategic business and delivery-capability vision of the PTC Enterprise Solutions group in the Rabat site, while managing the performance and service delivery results (SLA) in complex environments (engineers and technical leaders). Improve group’s time-to-resolution and reopened % calls by 15% through technical trainings and weekly performance feedback. Significantly reduce escalated and enterprise downtime incidents by 30% through biweekly preventive call log reviews and engaging technical leaders. Improve customer satisfaction levels by 15% within the first 3 months through improved internal management, external communications and service request prioritization. Effectively develop and mentor technical leaders’ time management and task prioritization skills, thus improving group’s resolution quality and response by 20%. Covering Gold support for key accounts on enterprise solutions within EMEA region in 5 languages EN, FR, GE, IT, & SP.
  Technical Support Manager (Oct 2008 – Oct 2009): Architected, executed and promoted a multilingual technical support group of technicians; successfully improved the group’s service delivery results to meet business demands while implementing structured training programs, driving metrics and developing a flexible organization. Results: improvement of the service levels by 50% in the first 6 months.
  

• International Institute For Higher Education in Morocco ( I.I.H.E.M. ) - Adjunct Lecturer Marketing - School of Business Administration

  2008 - 2010 Adjunct Lecturer of Marketing - Sales Management

• Dell Computer Corp - Inside Sales Manager I/Sales Team Leader

  2006 - 2008 Incorporated sales management team to provide leadership to an inside sales force serving the Spanish consumer channel. Drove sales targets and metrics for inside organization. Key deliverables entailed: development and management of a transactional sales team; achieving team’s profit and revenue objectives, business development; and cultivating client loyalty. Built and developed customer pipeline within the Spain consumer sales channel. Managed a sales team of 10 sales reps who effectively generated €8.5 million in sales revenue of IT products and service solutions. (Revenue scope: €1,0M/Quarter).

• Core BTS Inc - IPT Project Manager – Cisco Solutions

  2005 - 2006 Brought on board to manage, deploy and streamline Cisco Voice and Unified Communications projects and ad hoc data projects. Projects value ranges from $50,000 to $500,000. Key deliverables entailed: management of multiple IPT projects, point-of-contact for project coordination, responsible for project plan development, project plan execution, milestones and work breakdown schedules, P&L reporting and change management procedures according to Statements of Work (SOW).

• EPlus Inc - Project Coordinator – Technical/Outsourcing Services

  1998 - 2005 Project Coordinator – Technical/Outsourcing Services (Jul 2004 - Sept 2005): Coordinated technical transfer and campaign support of outsourcing professional services projects for 6 large strategic accounts such as: NASDAQ, NASD, Lockheed Martin, Time Warner Cable, Network Solutions and VeriSign. Identified opportunities for improvement such as template creation, or incorporation of new processes into the standard methodology for deskside support, help desk services, break/fix, data center reallocations, technology refreshes, migrations and staff augmentation projects.
  Sr. IT Asset Management Administrator (Aug 2000 – Jun 2004): Responsible to manage the relational asset account management for key, governmental and SMB information technology leasing accounts. Managed a portfolio of 8 accounts with quarterly budgets ranging from $250,000 to $1,500.000.
  Data Entry Specialist (Aug 1998 – Jul 2000): Responsible to input large volume of purchase orders in asset management database system.
  

Formations

• Marymount University (Arlington Va)

  Arlington Va 2003 - 2004 Master of Science in Information Management (MSc.)
  
  Information Management - Graduated with distinctions

• Marymount University (Arlington Va)

  Arlington Va 1999 - 2003 Bachelor of Business Administration (BBA) International Business
  
  International Business

Réseau

• Abdessamad ADIB

• Aicha CHERKI EL IDRISSI

• Ibtissam RAMZI-SALAHDINE

• Jamal HILAL

• Mohammed Karim HILAL

• Najoua SALMI

• Omar AZZAOUI

• Sami Hicham EL OUADGHIRI

• Soulaiman IMRANI

• Yassine MEZIANI