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Saâda HOSNI GULEC

PARIS

Electionseuropéennes 2024

RETROUVEZ GRATUITEMENTLe résultat des européennes à Colombes ainsi que le résultat des européennes dans les Hauts-de-Seine.

En résumé

IT Service Management consultant with over 4 years of experience in IT industry involving Assessment, Design, Implementation and Improvement of ITIL processes, IT Service Management tool deployment (BMC Remedy), Project Management Assistance, Contract and Service Management.
Additional experience includes Auditing processes, Consulting and Customer Service skills.

Looking right now for a challenging opportunity to work abroad.
I really want to discover and share with others another way of working.

Mes compétences :
Process auditing and improvement
IT Service Management
Change Management
User support and training
Team Management
Project Management Assistance
Contract management
ITIL V3 Foundation certified

Entreprises

  • Société Générale - CONTRACT AUDITOR

    PARIS 2014 - maintenant * Responsibilities:

    Auditing the main outsourcing contracts involving the following IT services: Service Desk, End user services and Infrastructures and providing advises to optimize outsourcing contracts costs
    (Scope: 15 contracts across 4 Group entities)

    * Key contributions:

    * Drew a whole map of the outsourcing providers to determine the analysis scope and identify client entities, hardware and software components, type of IT Services delivered and associated service level
    * Gathered operational feedback from the different contract managers with interviews and workshops
    * Compared the different Service Level Agreements and ensured that requirements are in line with business priorities
    * Prepared audit report and marked out the inconsistencies of the outsourcing model with recommendations to reduce outsourcing contract costs

  • DALKIA France - PROJECT MANAGER

    Saint-André 2012 - 2013 * Responsibilities:
    Managed end to end project for ITSM tool implementation (BMC Remedy 7) with
    EUR 250,000 of budget and managing an external developers team (4 people)

    * Key contributions:
    * Project framing: definition of client requirements, detailed planning , resources and associated costs ;
    * Organizing and leading kick off meeting to launch the project ;
    * Design of:
    * Incident, Service Request and Change Management processes ;
    * Key metrics according to SLA and OLA agreements ;
    * Writing of functional specifications and user requirements
    * Defining and running test cases within operational scenarios involving the whole support providers
    * Monitoring the developers' team to validate technical settings and to keep track of deviations/delays
    * Conducting operational and steering committees ;
    * In charge of change management through:
    * Defining communication plan and actions to promote the tool to end-users ;
    * Key users Training and writing user guides ;
    * Responsible for improvement actions plan with following up post deployment corrections and updates, establishment of contractual and operational dashboards to manage vendors' efficiency
    * Managing the implementation of a user portal to submit incident support or service request online

  • DALKIA France - IT SERVICE MANAGER

    Saint-André 2010 - 2011 * Responsibilities:
    In charged of managing the outsourcing providers of Service Desk and IT support in order to:
    * Ensure and maintain providers' operational efficiency and offer high service quality to 5,000 end-users
    * Provide continual service improvements in compliance with ITIL best practices

    * Key contributions:
    * Monitoring providers' performance within the different service level agreements and key metrics reports
    * Central point of contact for major incident and problem management
    * Responsible for developing and improving ITIL processes within the IT support Team : created operational procedures, best practices and templates to supply the knowledge base
    * Leading operational and steering committees with Contract Managers and Service Delivery Managers
    * Coordination with other IT teams to support and develop solutions needed to meet business and user requirements
    * Taking part in projects for standardizing IT working tools: deployment of Windows 7 Desktop with Office 2010 to over 5,000 user workstations, migration to Gmail...

  • DALKIA France - ITSM PROCESS ANALYST

    Saint-André 2010 - 2010 * Responsibilities:
    Managed transition from the existing provider to a new one
    IT Sourcing Project: Moving to a new network and infrastructures service provider

    * Key contributions:
    * Organizing and conducting scoping workshops with the service providers
    * Reviewing operational processes and updating procedures
    * Monitoring of new provider until the Operational Health Check validation

  • Total - ITSM PROCESS ANALYST

    COURBEVOIE 2010 - 2010 * Responsibilities:
    Audit and quality control of Incident and Service Request processes in order to improve Service Desk efficiency

    * Key contributions:
    * Analyzing incident and service request workflows, Service Desk procedures, SLA/OLA and key performance Indicators ;
    * Analysis of end-users feedback and satisfaction ;
    * Proposals for improving the process

Formations

  • Blekinge Institute Of Technology (Suede)

    Suede 2009 - 2009 Exchange program studies

    Main courses of study:
    IT and Business Administration

  • Telecom School Of Management

    Evry 2006 - 2009 Master degree in information systems management

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