Responsible for all aspects of IT operational leadership, and business processes
• Accountable for design and implementation of follow the sun IT support
• Focused on implementing ITIL framework
• Team management (Network, Dba, End users, BI, Platform), 7 managers, 55 persons
• Leadership of the IT operations team, including staff recruitment, development, training & coaching
• Conducts regular and in-depth analysis of operational trends, ensuring IT and business alignment
• Off shore team management (France, USA, Netherlands, India)
• Processes creation (incident, request, change management)
BUSINESS SUPPORT: Cardtronics (Contractor)
HEAD OF IT AND Cardtronics (Contractor)
janvier 2015 - avril 2017
Responsible for all aspects of IT operational leadership, and business processes
• Focused on re-engineering of incident, problem, and change management processes for Cardtronics
• Reported directly to the IT Director, Europe
• Leadership of the IT operations team, including staff recruitment, development, training & coaching
• Technical ownership of the SharePoint 2013 infrastructure, promoting collaborative working tools
• Conducts regular and in-depth analysis of operational trends, ensuring IT and business alignment
• Vendor and supplier management, validating 3rd parties to assess current levels of PCI compliance
• Off shore team management (India)
• Processes creation (incident, request, procurement, change, asset, stock)
SENIOR OPERATIONS MANAGER
EUROPE IT: Asurion
juillet 2012 - janvier 2015
Responsible for all aspects of IT operational leadership, delivering a high-availability environment
• Focused on re-engineering of incident, problem, and change management processes for Asurion
• Reported directly to the Head of IT, Europe, including advising on DR and Business Continuity
• Leadership of the IT operations team, including staff recruitment, development, training & coaching
• Technical ownership of the SharePoint 2013 infrastructure, promoting collaborative working tools
• Conducts regular and in-depth analysis of operational trends, ensuring IT and business alignment
• Vendor and supplier management, validating 3rd parties to assess current levels of PCI compliance
• Successfully re-designed incident management processes, delivering enhanced support services
• Championed development and roll-out of SharePoint applications, improving collaborative working
• Off shore team management (India, Philippines and USA)
INFRASTRUCTURE AND APPLICATION MANAGER
Corelogic Ltd
octobre 2010 - juillet 2012
Responsible for all aspects of IT leadership, including service desk, infrastructure and applications
• Reported directly to the Chief Executive Officer (CEO), advising on infrastructure and applications
• Client-facing leadership role, providing successful client support for a portfolio of 37+ UK clients
• Leadership of two internal teams (service desk and Dba), driving ISO 9001 standards deployment
• Technical expert & subject matter expert, participating in RFPs, client engagements and proposals
• Drove a strategy for implementing best practice across key projects, delivering high-availability IT
• Implemented BS EN ISO 9001 in the service desk and Dba team, delivering enhanced standards
SERVICE DESK TEAM LEADER
Bouygues – Structis
juin 2006 - octobre 2010
Responsible for all aspects of IT service desk management, project delivery and team leadership
• Appointed to provide national IT support for 1200+ end users across head office and core UK sites
• Focused on driving the delivery of IT services, supporting 120+ servers in a Windows environment
• Led the implementation and development of an IT team, supporting daily IT end user requirements
• Project managed the delivery of a global end users’ back-up IT solution, based on a private cloud
• Championed implementation of a high-quality service level and approach for internal IT end users
Responsible for the provision of global IT
INTERNATIONAL SERVICE DESK: Bouygues - Structis
octobre 2001 - juin 2006
Responsible for the provision of global IT service desk services and support, underpinning growth
• Appointed to support the installation of networks, telecommunications, infrastructure and desktops
• Provision of business-critical support for a portfolio of 70+ remote sites, with 1500+ IT end users
• Key member of the global ISO 9001 quality management system team, ensuring IT compliance
• Delivered training and support for local IT teams on a wide array of technologies and IT solutions
• Successfully designed, connected and supported sites on a global basis with differing user needs
SERVICE DESK
Clarins
septembre 2000 - octobre 2001
Responsible for all aspects of IT service desk management, supporting a Windows environment
• Appointed to Service Desk role, reporting to the Head of IT and supporting over 500+ IT users
SERVICE DESK
BNP Paribas
septembre 1998 - septembre 2000
Responsible for all aspects of service desk support & management, delivering effective IT services
• Appointed to ensure the delivery of Windows environment support for over 1000+ users in France
• Reported directly to the IT Manager, advising on service level improvements and IT enhancements
Langues
Anglais - C2
Autres compétences
Technical skills & capabilities
Business Architecture & Technology Platforms
IT Networks, LANs, WANs, Virtualisation Solutions
Microsoft Windows, 2003 Server, AD Admin
Windows Server, Data Centres, VoIP Telephony
Windows XP / 2000 Administration
Telecommunications and Telephony Solutions
Development of SharePoint Applications
Checkpoint Firewall-1 VPN-1
ISO 9000, ISO 27001, ISO 9001, ISO 20000
ITIL expert
Education & qualifications
IUT de Villetaneuse - Université Paris XIII DUT GTR (HnD), Networks and Telecom
Languages:
French – Fluent, Spanish - Fluent, English – Fluent, Polish - Beginner
Key skills & business capabilities
IT Departmental Leadership and Management
Business Planning & Strategy Development
Budgetary Management (OPEX & CAPEX)
Service Delivery Management & Support
ITIL Best Practice Methods and Frameworks
Project Lifecycle Management
Global, Multi-Cultural Environments
Project, Programme & Portfolio Management
Disaster Recovery (DR) and Business Continuity
IT Security Policies, Processes and Protocols
ISO 9001 / Quality Management Systems
Documentation, Tenders and RFP Packs
PCI DSS Compliance
Business Benefits Realisation & Delivery
IT Operational Management and Leadership
Stakeholder Engagement & Relationships
Delivering a High-Availability IT Environment
Dba, Service, Desk, Operations and Support
