Patrick DUBOIS

En résumé

Entreprises

• Sanofi - Head End User Support Services

  Paris maintenant

• SANOFI AVENTIS - Regional Service Delivery Governance and Support Manager

  Paris 2011 - maintenant Design and rationalization of the End-User Services organization. Design and deploy a global governance. The main objectives : ensure that the support and the delivery of our services are done consistently over the globe with the expected level of quality at an efficient cost.

• SANOFI PASTEUR - Customer Service Manager - Sanofi Pasteur France & International

  Lyon 2007 - maintenant In charge of Customer Service Department. In my perimeter : Service Desk (7000 calls per month for 9000 end users) ; Access Management (6000 requests per month for 9000 end users) ; Desktop Level 2 support.
  
  In addition, I am also project leader on some activities / projects :
  
  - End User Portal (International Project) – Sanofi Aventis - Project Manager – IT Transformation Program
  Objectives : Deploy a portal for sanofi aventis end users over the globe (100 000 end users). Allow End Users to submit a request or an Incident, self support/service, knowledge base, tickets follow-up (incidents, requests, approvals), deploy services on mobile devices, …
  
  - ITSM Project for Sanofi Aventis – Process Leader for Service Request Management – IT Transformation Program
  Objectives : Deploy BMC Software ITSM platform for Service Request Management & Service Level Management. Design global processes for sanofi aventis with strong relationship with other Process Leaders. Roll out in all entities.
  
  - Catalog of Services Manager for sanofi pasteur :
  Objectives : Deploy a global and consistent catalog of services for sanofi pasteur & sanofi pasteur international. Standardize service defintion (description, approval workflow, fulfillment, KPI, Commitment, Cost, ...). Implementation of 2 main catalogs (end users and Key Users, IT)
  
  - RFP and Implementation for External Services Contract (Services Desk, Access Management, Onsite Support).
  Objectives : Fair Penalties & Rewards mechanism, Improve the quality of Service (95% of satisfaction), Surveys, Move to Front, Industrialization, Knowledge Management, 65% resolution rate at level 1 (for office support but also business application support)
  
  - RFP and Implementation for Hardware Delivery Contract (Worstations, Printers, Mobile Devices, Desk Phone, ...).
  Objectives : Cost Savings (7%), Increase of the Quality of Service, Decrease of the number of vendors (17 to 3).

• SANOFI PASTEUR - Service Desk Manager – sanofi pasteur France & International

  Lyon 2003 - 2007 - End User Portal (International Project) – sanofi pasteur - Project Manager :
  Objectives : Deploy a portal for sanofi pasteur end users over the globe (12000 end users). Allow End Users to submit a request or an Incident, self support, knowledge base, tickets follow-up (incidents, requests, approvals) , ...
  
  - ITSM Platform - sanofi pasteur France & International
  Objectives : Deploy a new ITSM platform (BMC Software) for sanofi pasteur worldwide. Deploy all ITIL processes supported by the ITSM Platform.
  
  - Setting up Access Management team in charge of the administration of business applications (5000 requests / month - 6 people). KPI, Survey, Commitment, industrialization , tool development to support the activity.

• SANOFI PASTEUR - Windows Engineer – sanofi pasteur France

  Lyon 1999 - 2002

• SANOFI PASTEUR - Onsite Technican – sanofi pasteur France

  Lyon 1997 - 1999

Formations

• Lycée

  Lyon 1996 - 1997 BTS Informatique Industrielle

• Université Chambéry Savoie GEII

  Annecy Le Vieux 1995 - 1996 DUT Genie Electrique & Informatique Industrielle

• Lycée Demotz De La Salle

  Rumilly 1980 - 1996 Bac Scientifique