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Altran Technology
- Bundle manager
2013 - maintenant
Role Management of a bundle of 8 people in transnational mode for Service Desk operations (Escalation mgt and Access mgt)
Results -Main point of contact with INUC management
-Report and KPI management
-Service transition management with IM ICT domain
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Airbus SAS Operations
- ICT Service manager
2012 - 2013
Role Service Transition manager for ICT EIS (INUC1)
Results -Facilitation of 20 Entries into Services (Webex, Unified Com, IPT, Mercury...)
-Main focal point with project teams and helpdesk for EIS and incident management ;
-Supervision of the Knowledge management system for Helpdesk (support doc)
-Participant to CAB France
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European Commission
- Application manager
Bruxelles
2010 - 2012
Role Product owner for portal applications for DGTAXUD (Taxation and Customs BU)
Results -Supervision of web-based solution lifecycle from design phase till run-mode,
-Management of functional/corrective maintenance with strong testing strategies including regression, end-to-end, performance, capacity, soak and stress testing tests: FAT (Factory Acceptance Test), SAT (Site Acceptance Test), pre-Production test, transnational testing campaign
-Transversal project for Oracle 11 migration
-Act as the Operation manager to guarantee Business continuity for H24 operations
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Commission Européenne
- Application Manager
Bruxelles
2010 - maintenant
DG applications are developed and operated by contracted external parties. My main responsability is to manage a portfolio composed of 10+ web-based public applications being in different stage of development and operation life cycle.
In close loop with Business, I conduct the effort to translate functional requirements into specifications which are the basis for the technical design (conceptual database model, Process specification, message exchange specifications, User Interfaces, Functional scenario's). I manage the development and service based projects with contractors located in Belgium, Greece, Luxembourg and Lithuania.
I act as the Operation manager for 7x24 Production environments.
Public Url http://ec.europa.eu/taxation_customs/common/databases/index_en.htm
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Autre
- Sabbatical leave
2009 - 2010
USA-Europe (6 mois)
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Commission Européenne
- Service Manager
Bruxelles
2007 - 2009
Implemented ITIL-oriented service support processes and deployed service management tools for a community of 1500 end-users
Collaborated to the definition and start-up of service support processes (Incident, Change, Problem and Configuration Management),
Assisted the Project Officer with the development life cycle of a service portal (user requirement, technical and functional specifications, testing, prototyping),
Facilitated service support processes (Change and Problem Management) and delivered 3 maintenance releases for the service management tools for a community of 27 member states and European Commission users
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European Commission
- Service Delivery manager
Bruxelles
2007 - 2009
Project Conducted the transition of an existing support service operation to an externalised multi-geographical structure (Service desk, Level2 and Expert support)
Implemented ITIL-oriented service support processes and deployed service management tools
Results -Provided a continuous high quality service with the end users (Report with KPI)
-Migrated the SMT legacy system to a new front-end technology (Jahia with CMS)
Supervised a steering committee for a final SMT choice (HP Service Manager)
-Facilitated incident, change and configuration management process
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GlaxoSmithKline Biologicals
- Project Lead
2006 - 2007
Project Optimized the workstation recovery process to minimize the production downtime (AAW Automated and Analytical workstation)
Results -Initiated an IT procedure to manage 50+ process applications for workstations
-Interfaced with the Business power-users to deliver a zero-setting application
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GlaxoSmithKline Biologicals
- QA Senior Consultant (Brussels, BE)
Marly-le-Roi
2006 - 2007
Project Lead
Mission: Modelized the IT management of restore workstations process
(AAW Automated and Analytical workstation )
Results:
-Initiated an IT procedure to manage 50+ process application for workstations
-Interfaced with the Business power-users to deliver a zero-setting application
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European Commission
- Specification Consultant
Bruxelles
2005 - 2006
Project Managed the delivery of technical specifications for the Excise Movement Control System with a SOA approach, in order to replace the paper-based Excise procedure
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I2 Technologies
- Support Manager
2002 - 2005
Project Managed customer portfolio (weekly calls, escalation management, Front/Back-end communication with India off-shore team, onsite visit)
Results -90% of maintenance contracts renewed (+2000 K EUR /an)
-Collaborated with custom development service projects (+120K EUR )
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I2 Technologies
- EMEA Customer Support manager (Brussels, BE)
2002 - 2006
Lead the technical support for the EMEA region
Activity
o Strong customer-facing interaction as primary liaison to conduct Support effort from Implementation phase to Production rollout
o Managed the customer portfolio (weekly calls, escalation management, Front/Back-end communication with India off-shore team, onsite visit)
Results
o 90% of maintenance contracts renewed (+2 millions Euros/year)
o Collaborated to custom development service projects (+120 K Euros/an)
o Increased customer satisfaction (semi-annual survey)
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I2 Technologies
- Senior Support consultant (Austin, TX, USA)
2000 - 2002
Mission Collaborated to CRM Development Support for US-EMEA region
Activity
o Managed technical & functional issues in production/development sites
o Participated to small/medium projects on customer site (testing phase -quality, performance)
o Maintained a strong exposure of Java-based systems
Results
o 100% of incidents resolved within SLA time
o Contributed to more than 10 Go Live solutions for US-EMEA customers
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Development Support
- Consultant Senior
2000 - 2002
Project Collaborated with CRM Development Support for US-EMEA region
Results -100% of incidents resolved within SLA time
-Contributed to more than 10 Go Live solutions for US-EMEA customers
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SAP GRC
- Technical SAP basis consultant (Austin, TX, USA)
1999 - 2000
Mission: Covered regional support service within US competence center
Activity
o Resolved maintenance & administration issues
Results
o Processed 350 cases/year within SLA time
o 70% of resolution rate at regional level
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SAP America
- Technical consultant SAP basis
Paris
1999 - 2000
Project Expert SAP R3/RDBMS (Oracle,Microsoft) for regional support service
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Axcelis Technologies
- Product engineer (Austin, TX US)
1996 - 1998
Mission: Planned and supervised on-site teams to implement, test and qualify Ion Implanter for Semiconductor Production line.
Activity
o Technical teams lead for customer on-site maintenance missions
o Assisted technically R&D activities
Results
o Covered the launch of new range of product in Pilot phase for US market
