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Olivier INGRASSIA

MONTPELLIER

En résumé

Senior Global Program Manager, responsable du developpement et de la coordination de projet Operations et Logistique pour gros comptes (principalement secteur de la defense et Télécommunications).
Responsable de nouvelles solutions de customization et logistiques (EMEA et Global) impliquant prestataires de services et departements internes.
Large experience en tant que Senior manager, encadrant des equipes operations (operation technical support / Opération) et techniques (level 1-2 technical support) de 12 a 40 personnes, multilingual (Anglais, Finlandais, Italien, Espagnol, Allemand et Francais) Plus de 7 années en Irlande dans des entreprises IT m'ont permis d'étendre mes competences et obtenir une vision du management d'effectif, de performance et une gestion de projet, structurées et efficace. (PMP certified)
Parle couramment Anglais et Francais.

Mes compétences :
Cross functional team management
Project manager
PMI
Leadership

Entreprises

  • Dell - Global Program Manager / Business Development Manager

    MONTPELLIER 2009 - maintenant Globally responsible for Operations on Large Accounts (portfolio of Projects: $10M to $45M).
    o Manage global and complex projects from SOW review to Product Launch or Process Implementation. (Defence, Telecommunication, HealthCare).
    o Operation and technical IT proposals (Contract Management and RFP/RFQ proposals)
    o Create Operation Development strategy to increase revenue.
    o Strong planning and organisational skills and ability to manage conflicting priorities.
    o Developing and rollouting initiatives that positively impact operational efficiency.
    Business Development Manager for France/ Italy and Spain (Presales and Solution Scoping).
    o Pre-Sales Service Consulting (capability analysis and Service Offering, Win Strategy).
    Project management methodology (Project Plans (Project, Communication and Risk Management (including contingency plan) to all Stakeholders (including Executive communication (VPs and Executives Directors)
    Executive Communication and Mentoring Project managers and Cross Functional Members.
  • Dell - IT Technical Support Manager / Operation Support Manager (IRELAND)

    MONTPELLIER 2007 - 2009 Taking overall responsibility of 3 Technical and Operational teams (20-36 persons) and supervising other team leads. (Level 3 Enterprise Technical Support and Call Management and Operations Support)
    Developing EMEA Productivity Reports and KPI for all Technical Departments.
    Drive and report KPI/SLA, Manage Recruitment, Disciplinary actions and Performance Plans.
    Executive Communication (Exec Directors)
    Lead internal Improvement initiatives to optimize Telecom routing/IVR.
  • Hewlett Packard / CPL - Senior Team Leader (40 personnes), IRELAND Based

    2006 - 2007 Taking overall responsibility of a large team (40 Heads, Help Desk Support).
    Responsible for the team performance, its development and individuals.
    Global Dashboard and Reporting progress and actions to Senior Managers.
    Responsible for the Most important Key account: Nestle (39 employees (French/German)
    Managed and recovered underperforming team (25 heads (Irish/Finnish)
    - Successful Contingency plan to recover sensitive targets: Backlog / resolution rate and Quality.
    - Customer satisfaction Improvement. (From 70% to 90%).
    - Team performance Improvements (availability and productivity, backlog from 900 to 700). Dashboard recovery (on all KPIs). Reporting Improvement (Visibility and data accuracy).
  • Hewlett Packard / CPL - IT Team Leader (IRELAND)

    2005 - 2006 Managing Successfully Multilingual team (Ericsson Account: 23Heads (ITA/DUTCH/FR)
    Skill in identifying potential efficiency gains and implementing the activity required to deliver on this potential
    Driving productivity measures within team. Technical Awareness.
    Improvement of agents performances (speech and RCA)
    Building loyalty within the team and directly impact performance and productivity improvements

Formations

  • Project Management Institute PMI (USA)

    USA 2011 - 2011 PMP Certified
  • Dublin Business School (Dublin)

    Dublin 2006 - 2007 Advanced Diploma in Project Management (PMI)
  • ESINSA - EPUNSA - ECOLE POLYTECHNIQUE MDP (Biot)

    Biot 2003 - 2004 Master en Gestion de Projet (PMI)

    Gestion de large projet, méthodologie PMI, Environnement IT
  • Université Nice Sophia Antipolis Licence 3 Science politique

    Nice 2002 - 2003 DEA Organisation Industrielle et Dynamique Economique

    Option: Theorie de L'innovation

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