Mes compétences :
ITIL
Management
Customer Service
Process
Microsoft
Helpdesk
Entreprises
Stemcor
- IT Helpdesk Manager
2006 - maintenantManaging a team of 5 people, based in Europe and Asia, to cover a total of 750 users in 40 different countries.
ADIES (FHV Informatique)
- Customer Service Manager
2003 - 2005Managed the Customer Desktop support for a total of 1350 Computers.
Managed a team of 14 people:
- 3 helpdesk members
- 5 2nd line support analyst
- 1 member dedicated to user training
- 1 web developper
- 2 3rd line support
- 2 Apprentices
The team was in charge of:
- Managing the user support
- Managing the Desktop environment (Windows 2000/XP based)
- Managing the Intranet/internal portal
- Managing the Active Directory (Windows 2000/2003)
- Managing the licenses
- Managing the logistics of all IT materials (ordering, storing, and assigning)
- Improving the customer computer litteracy
- Implementing ITIL processes within the IT organisation
Nortel Networks
- Helpdesk Team Leader
Toronto1998 - 2001Based in London, I managed a team of 15 people, dedicated to the phone support of French speaking users/customers.
