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Ville de Lausanne
- Chef des pôles Prestations Clients et env numérique (PCN) - Infra et Exploitation (IEE) ad interim
Informatique | Lausanne
2022 - maintenant
Digital Innovation, Digital Workplace, ITSM, Service Center, Demand, Network, Editique, Printing, Servers, DBA, operational security, Integration, monitoring...
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Crédit Agricole Indosuez (Azqore)
- Responsable Infrastructure OneIT
Informatique | Lausanne
2018 - 2022
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Hospice Général
- Responsable infrastructure et production
Informatique | Genève
2017 - 2018
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Mandarin Oriental Hotel Group
- Information Technology and Telecoms Director / IT Governance and Strategy Consultant
Hong Kong
2016 - 2017
Senior IT Director with proven experience to define, design and improve existing IT services. Actif from long time in the organization of managed services (ITIL, Cobit, ISO), I have the experience to define and manage the strategy to ensure alignment of the IT department with the strategic objectives of the company (SLA). Excellent knowledge of best practice implementation techniques of most vendor’s solutions (Compute, Storage, Network and Cloud as a Service) to ensure compliance of deployed solutions.
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Waypoint Capital Services
- Head of Digital Workplace
2014 - 2015
Responsible for all data center located in Boston, Geneva, Jersey and London and Disaster Recovery site in Geneva; Manager of Operations Teams (Infrastructure Team; Service Desk; Onsite Support Team; Network Team); Budget owner for the entire operations, infrastructure and digital workplace areas including IT resources, infrastructure and projects; Global Processes owner for the incident, problem, change, configuration, release, asset, availability, capacity management based on ITIL; Change Management Member; Audit of the processes based on the CobiT; Board Member of global project management in all IT areas; Responsible for the VIP Support.
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Applied Materials - Cheseaux-sur
- Head of EMEA and India Service Desk and Operations
2010 - 2014
Responsible for local data center and EMEA global data center in Amsterdam-
The Netherlands; Manager of Operations Teams (Infrastructure Team; Service
Desk for EMEA and India; Onsite Support Team located in 15 countries;
Network Team, Applications Team); Budget Control for all EMEA and India
operational IT resources, infrastructure and projects; M&A Team Member for
EMEA and India, Global Processes implementation for the incident management
based on ITIL; Change Management Member; Audit of the processes based on
the CobiT; Board Member of global project management in all IT areas;
Responsible of the VIP Support.
* Responsible for the entire EMEA infrastructure and resource budget control (creation,
monitoring and adjustment)
* Management of the subcontractors contracts and services (Wipro, Satyam, Ness, Dell,
Toshiba, Mobile phone provider for Europe, Xerox, Microsoft, etc...)
* As Member of the board for M&A, responsible for the operational IT resources,
processes and systems in EMEA and India
* Responsible for the global implementation of new services and projects like SAP
integration; Windows 7 migration; Office 2010 migration including lotus notes mail
services to Exchange mails services; Global printing solution; ITSM tool Service Now;
M&A, etc...
* Design of the Global IT Support Processes delivered to the 4 service desks (US, ASIA,
India and EMEA), support of 24,000 users
* Development of local teams based on a customer service approach as per ISO and ITIL
standards
* Business Partner for France, Switzerland, Italy, Spain and Russia
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IATA (International Air Transport Association)
- ITS Service Desk Leader Worldwide
2007 - 2010
Team Leader of 17 people and 43 external suppliers: Process implementations
for the incident management based on ITIL; Budget forecast; Change
Management Member; Audit of the processes based on the CobiT; Manager of
the VIP Support
* Manager of the Service Desk and Onsite Support, 17 people (6 in Geneva, 4 in
Montréal, 2 in Miami, 4 in Singapore and 1 in Madrid); Manager of the incident
management process; Creation and implementation of procedures; Recruitment and
performance appraisal; Organisation of workload; Responsible for the Service Desk
budget
* Design of the Global IT Support Process, delivered in 75 countries and 43 sites for 1,500
users
* Development of teams based on a customer service approach as per ISO and ITIL
standards
* Reduction of the facility operational costs by 12% - Increased staff efficiency three-fold
and customer satisfaction by 81%
* IT event Manager (minimum 7 events for the Board per year in different countries)
* Management of subcontractors contracts and services (Dell, Swisscom, Softchoice,
Thales, SITA, etc...)
* Responsible for the definition of the end user support and SLA during the projects like
SAP, Global Wan, Conference center, etc...
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Colt Telecom
- Customer Care & HelpDesk TeamLeader
2002 - 2006
Customer Care & HelpDesk TeamLeader - Supervision of a 21 person team; Technical trainer; Helpdesk certified ISO
9001; Audit of the helpdesk processes based on the CobiT
* Helpdesk Manager: supervision of a 21 person team (3 in Geneva and 18 in Barcelona);
Introduction of procedures and organization of workload; Responsible for incident
reports for important customers (HP, Radianz, Banks, International Organizations); In
charge for the escalation process in French speaking areas for the complex incidents
* Overseeing open incident tickets and liaising with operations managers in order to draw
up incident reports; Backbone and customer problem resolution (IP, HSRP with EIGRP,
SDH, PDH, ATM, Frame Relay)
* Trainer for the French speaking helpdesk teams (Belgium, France and Switzerland) and
trainer for the International helpdesk in Barcelona (around 60 people) to provide the
basic technical knowledge (SDH, PDH, ATM, Frame Relay, IP, IP VPN, routing
protocol like RIP, OSPF, EIGRP, MPLS, BGP)
* Trainer of the teams for the problem management and for the customer relations; Use of
tools based on Remedy
* Management interface for the customers' invoices problems
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Onspirix
- Network Operations Manager
2001 - 2002
Installation, Configuration on customer site, Monitoring
* Project Manager: Development and implementation of a network management system
(INMS) as well as an invoicing system (Billing)
* Approval of site design and construction in addition to set-up of sites (9 sites for the
Wireless in Switzerland); Management of the suppliers; Legal requests and respect of
the deadlines
* Backbone and customer problem resolution (IPVPN; IP, HSRP with EIGRP, SDH,
PDH, ATM, Frame Relay)
* Local loop management with other providers
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Carrier1
- Field Implementation Engineer
2000 - 2001
Deployment and control of technical sites; Pre-sales; Installation
* Deployment and control of technical sites, Node and POPs (90 Km with 288 fibbers for
16 sites in Paris (14), Lille (1), Marseille (1)); Management of subcontractors; Legal
requests and respect of the deadlines
* Presales functions for all key accounts like NoosNet, Telehouse, evaluation of the
customer requirements and the technical solutions that we could use to guarantee the
time and the quality
* Backbone and customer problem resolution (IPVPN; IP, SDH, PDH, ATM, Frame
Relay)
* Local loop management with other providers
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Installation Service
- Manager - UUNET
1999 - 2000
Installation Department Manager (Cisco) with supervision of 6 people
* Installation Department Manager: supervision of a 6 person team; Planning of
installation and configuration of Cisco routers
* Responsible for incident reports, escalation process ;
* Local loop management with other providers ;
* Backbone and customer problem resolution (IPVPN; IP, HSRP with EIGRP)
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Marine Nationale
- Sonar sur sous marin nucléaire
Paris
1992 - 1999
Embarqué sur sous-marins nucléaires - Marine Nationale
Preventive and corrective sonar system maintenance; Technical trainer
* Supervisor of two teams: a nine-person team in charge of eliminating noises likely to
lead to the detection of a submarine; and a seven-person team in charge of the
documentation for seven different divisions
* Planning and follow-up of construction with civil engineering companies as well as
internal team
* Preventive and corrective sonar system maintenance and replacement of spare parts
(1,200 parts required for sonar system maintenance)
* New submariners: general knowledge of submarines, safety rules, responsibilities within
security team, submarine weapon detection.
