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Walter MORAINE

BOSTON

En résumé

Over 12 years of IT project and Support management in international capital markets banking. Passionate about technology and extensive IT Support process improvement, applications development, operations and people management experience. Recognized as a leader in the field of implementing Support processes and improving both customer and inter-departmental relationships.

Mes compétences :
CALYPSO
Microsoft SQL Server
IT operation and transformation
Customer Services & Solutions delivery
.NET
Application Support Management
continuous improvment
project management
Unix shell scripting
offshore ressource management
KPI Dashboard
KPI implementation
Critical situation & Major incident resolution
ITIL Process implementation
Sybase
Capital markets operations
coaching staff
ITIL

Entreprises

  • Parametric Technology Corporation - Technical Support Section Manager

    2013 - maintenant

  • CA-CIB - IT Support Manager - Back-Office Foreign Exchange/Treasury

    2010 - 2012 Led the largest application-support team of the 6th bank worldwide that provided support to more than 1000 users in Treasury and Foreign-Exchange back-office teams in Paris, London, New York and Hong Kong.
     Led offshore and local teams that provided worldwide Application Support on CALYPSO application (5 instances, 1300 end-users, 2000 monthly tickets)
    - Incident management
    - Problem management (continuous improvement management)
    - Management of the DRP exercises
     Managed the offshore service center
    - KPI Dashboards definition and monitoring
    - Managed the standardization of support processes via procedures creation
    - Setup of periodical controls in order to assess the Support processes
    - In situ assessment of the offshore team
    - Budget review and negotiation with offshore provider (1M€)
    - Training on the company support processes
     Managed major incident resolutions
    - Created the major incident management process for the department
    - Incident manager on business critical situations
    - Responsible for post mortem incident report communication
     Led the weekly End-User committees to streamline the Support team capacity and the business needs
    - Defects list prioritization
    - SLA Compliance check
    - Major incidents review

  • Crédit Agricole CIB - Process Manager – Transversal and Corporate IT

    Montrouge 2009 - 2012  Implemented best practices (ITIL) via community creation and management
    - Created and communicated guidelines (incident & problem management, continuous improvement process)
    - Managed the deployment of the Global Support processes by building a community of support team leaders.
     Co-developed
    - specifications of the ticketing tools implementing the Global Support processes
    - reporting tool on the IT Support activities
     Trained, coached and advised support team leaders and offshore teams on implemented and on-going processes

  • Credit agricole cib - IT Support Team leader – Transversal IT

    Montrouge 2006 - 2010  Built and led several application support teams that supported Risk, Legal, HR and referential systems.
     Created and managed SLA based IT Support service center
    -Managed teams tasks dispatch, weekly planning, on call organization
    -Negotiated and implemented SLAs with end users
    -Defined interaction processes between Support and development teams (Escalation, Support Acceptance Test)
    -Managed the maintenance committee
     Developed IT-Support tools
     ticketing tools (MS Access) interfaced with MS Outlook
     Outlook plug-ins for JIRA (OpenSource ticketing tool) and ClearQuest
     reporting factory to calculate SLA compliance and to consolidate KPIs
     Implemented a knowledge database over wiki

  • Le Crédit Lyonnais - Lead developer and technical architect Market Risk

    Villejuif 2000 - 2006  Developed and maintained a regulatory financial reporting factory (PnL, CAD, Cooke, VaR)
     Migrated the calculation engine from a C program on HPUX 11 to a Windows server dll
     Migrated from ASP to ASP.NET/C# and from SYBASE11 to ORACLE9i

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