Thierry ESSOMBA, CBAP, PMP, ITIL EXPERT, TOGAF9

En résumé

Entreprises

• MTN CAMEROON - Senior Business Analyst

  2016 - maintenant Senior Business Analyst in charge of building, establishing, and maintaining high quality business/customer relationship framework with business stakeholders and quality service/solutions delivery through sound understanding of their needs and expectations with regard to IT, transforming these needs into clear and undisputed business/customer requirements within an agile context, eliciting and analyzing those requirements, defining and documenting solutions' requirements in conjunction with Senior IT architects, establishing/building business architectures artefacts, conducting solutions feasibility studies, reengineering/improving and streamlining business processes, defining and validating solutions' scope in conjunction with Senior Project Managers, working toward total customer satisfaction.

• MTN CAMEROON - Business Process Analyst

  2012 - 2016 Business Process Analyst in charge of designing, reengineering, modelling, improving, streamlining, optimizing key cross functional and cross enterprise business processes enabled by IT services and solutions. Also in charge of defining RACI matrices and models for business processes, designing workflows including processes activities, establishing mechanisms for Voice-Of-the-Process and Voice-Of-the-Customer requirements gathering, establishing business processes performance measurements and variation controls, managing business processes changes and costs/benefits analysis, managing business processes related problems through identification and elimination of underlying root causes, implementing methodologies for always reducing/eliminating defects upon business processes execution, establishing business processes roadmaps and continual service improvement methodologies.

• MTN CAMEROON - ITSM/BSM Analyst

  2007 - 2012 ITSM/BSM Analyst in charge of defining, documenting, establishing, implementing, measuring, reporting, improving, and automation of IT Service Management processes including Incident Management, Request Fulfillment, Event Management, Problem Management, Change Management and Change Evaluation, Knowledge Management, Release Management, Asset & Configuration Management, Service Level Management, Access Management, Availability Management, Capacity Management, IT Service Continuity Management, Disaster Recovery. Also responsible for conducting full IT operations alignment to business functions/processes transition projects by introducing Service Lifecycle approach following ITIL Standards (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement), designing and implementing service-to-component decomposition, establishing frameworks for service performance tracking and measurement.

• Webhelp Maroc - Quality Expert

  Rabat 2004 - 2007 Quality Expert for Orange France Telecom - Livebox (Internet services) project in charge of qualifying and evaluating technical support processes performance, escalations mechanisms and procedures for product deliveries and support, reporting technologies and procedures findings, conducting feedback sessions with technical offshore teams, evaluating and reviewing customer feedbacks and satisfaction, ensuring hands-on trainings for new/updated support procedures, conducting and monitoring continual improvement efforts.

Formations

• UQAM ESG( Ecoles Des Sciences De La Gestion) (Montréal)

  Montréal 2016 - maintenant Student - Master of Business Administration (MBA)

• Université Nice Sophia Antipolis

  Nice 2005 - 2006 Masters' degree

• Université Henri Poincaré Nancy 1

  Nancy 2004 - 2005 Advanced Post Graduate degree

• Université Moulay Ismail Meknès (Meknes)

  Meknes 2001 - 2004 Post Graduate degree

• Université Moulay Ismail Meknès (Meknes)

  Meknes 1999 - 2001 Bachelor's degree

Réseau

• Adelaide Fallone TCHOUANTEU NKOUANGO