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Lionel LADRAT

PARIS

En résumé

Mes compétences :
Project Management
user relationship management
tailored training
problem solving
polished communication skills
decision making skills
Vendor Performance management
Projects coordination
Management control
Business Analysis

Entreprises

  • ServiceOne Subcontracting for Nike, Inc. - Technical Service Specialist

    2014 - 2016 - Designed and implemented a standard IT service delivery process for all Nike events and meetings taking place at the China Campus.
    - Designed tailored IT solutions for events and meetings based on user’s requirements.
    - Lead a team of 5 desktop support engineers, and supervised all the IT service delivery and on-going support activities for all events and meetings.
    - Coordinated various projects and service transition implementations, such as new email system, new Unified Communication platform, new mobile devices, new internet lines roll outs.
    - Informed and trained Nike business end users on newly implemented IT products and services with regular training sessions, workshops and communication letters.
    - Created an IT services catalog to promote Nike in-house IT services available on campus.
    - Wrote SOPs related to the daily infrastructure and user end support.
    - Developed and maintained sound relationship and collaboration with the business and technical partners to understand, forecast, deliver and meet expectations of their IT services requirements.

  • HSBC Technology & Services (China) Limited - Senior Technical Analyst (ITO VIP Support)

    2012 - 2014 - Provided high level IT and customer service supports to all HSBC China Executives and VIP users. This includes but not limited to: installations, setup, configuration, trouble shooting for mobile phones (iPhone and Android), BlackBerries, iPads, Video Conferences,
    Desktop/Laptops. Ensured all issues are solved within the committed service level agreement.
    - Supported and coordinated Group, regional and local projects implementations such as application deployment, new technologies roll out, and system migration.
    - Organized tailored training for our VIP users.
    - Provided IT support for Group’s events such as top Executives forums, CEO Road Shows, HSBC Golf Champions Tournament, conferences.
    - Developed and enhanced communication channels such as regular floor walk, regular email notification, ppt popup, etc. to keep users well informed of new technologies/systems/devices implementation/maintenance in HSBC.
    - Drove continuous service improvements to ensure customers satisfaction.
    - Enhanced problem management procedure locally by following and implementing Group’s standard problem escalation and complaints management procedures.

  • HSBC Technology & Services (China) Limited - Technical Analyst (ITO PMO)

    2010 - 2012 - Lead the ITO PMO to track, prioritize, and manage HTSC ITO project resources for timely delivery of projects committed to business.
    - Facilitated infrastructure technology and IT services to internal and external Customers.
    - Allocated resources based on the projects adherence to Group’s priorities and strategy.
    - Support ITO project delivery to agreed tolerance determined by Sponsor. (Target for 2012 was <10% of projects in red status by year end).
    - Implemented adopted Group’s Project Management tools, concepts, practices, and governance (Clarity, RBPM, ITIL) at a local level. Had a 3 months STA in Hong Kong to work with the regional PMO team on its development, and subsequently brought back and implemented some of the best practices in China.
    - Managed, strengthen, and harmonized the link and interface between local and regional ITO teams to maximize synergy.
    - Enhanced the communication channels and managed relationships between ITO and business.

  • HSBC Bank China - Technical Officer (ITO MICS)

    2007 - 2009 - Drafting of monthly MI reports (Services/systems availability/capacity, Projects status, Group Compliance, Audits, Incidents Management, HR related items…).
    - Produce Monthly Financial Analysis and reporting (Actual Expenses control and monitoring vs. Plan, Cost Savings, Recoveries…).
    - Assist in Vendor Performance management.
    - IT Asset Management control and monitoring, Inventory.
    - IT purchasing Control and Approval.
    - Drafting and editing of technical documents. - IT Projects coordination.

Formations

  • Peirce College (Philadelphia)

    Philadelphia 2001 - 2003 Bachelor of Computer Science

  • DPT Business School (Philadelphia)

    Philadelphia 2000 - 2001 Certificate in Computer Networking

  • Champlain College (Burlington)

    Burlington 1996 - 2000 Bachelor of Science (Professional Studies)

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