Dragos - Business Analyst ITIL

Service Management Consultant | ITIL Trainer DMC, Paris (FR) Since 10/2018
• Assisting big pharma and financial clients in maximizing the ROI of their ITSM tools, processes and practices, with sustained focus on ServiceNow and Agile transformation.
• Deliver ITIL trainings across the lifecycle.

Service Architect Syntel, Krakow (PL) 07/2018 to 09/2018
• Asist the account management team in building a team of highly skilled professionals in a new delivery centre
Service Architect
CWSI, Dublin (IE) 01/2016 to 02/2018
• Produce quality, secure and resilient designs for new or improved services that meet the agreed current and future requirements of the organization.
• Ensure that all service models and solution designs align to strategic, architectural and other corporate requirements.
• Responsible for the design of Service Offerings and the Service Design and Implementation for customers.
• Build up a detailed and in-depth understanding of the clients’ and partners’ requirements.
• Ensure the consistent design of appropriate services, architecture, technology, processes, information and metrics meet current and evolving business outcomes.
• Produce and maintain all design documentation, including Service Design Packages (SDPs), plans, architectures and policies.
Key achievements:
• Produced first-to-market Managed Service Mobile Secure Bundle.
• Performed the Service Design activities and transitioned to live support a multi-yearly contract with one of the major global mobile carriers.
Service Delivery Manager
CWSI, Dublin (IE) 01/2016 to 04/2017
• Responsible for delivery of customer contract requirements in line with the agreed SLAs and management of daily operations.
• Support and organise the service teams (from L1 Support Engineers to L3 Enterprise Architects) to ensure Product and Service Delivery to customers ranging from mobile networks, SMBs, to some of the top organisations and government departments in Ireland and the UK.
• Implement the company’s vision in pioneering the Managed Mobility Service offerings, including but not limited to Enterprise Mobility Management (EMM), Mobile Device Management (MDM) and Enterprise File Sync Sharing (EFSS).
• Design, implement and optimise the ITIL processes to be applied by the delivery teams across multiple service towers and suppliers for break/fix and Managed Mobility Services with focus on resource efficiency and scalability.
Key achievements:
• Successfully implemented in under 6 months an ITSM solution covering all the required ITIL processes.
• Mapped the end-to-end processes across the business from Leads/Opportunities to Service Delivery and Customer Success, re-focusing the technical and service design activities around the Client Business Requirements and facilitating a product/technology agnostic approach.
 
ITIL Service Delivery Lead Eason, Dublin (IE) 08/2015 to 01/2016
• Responsible for the service delivery process across all channels: online, retail, franchise, wholesale and logistics; oversee the day to day delivery of the IT Service Desk, on-site support and B2C.
• Mentor and manage eight direct reports across the three business lines.
• Drive and optimise the implementation of ITIL best practices.
• Establish and develop a Service Catalogue for Standard Requests.
• Implement and provide Executive Board level reporting on the agreed KPIs: Customer Satisfaction (CSAT), Mean Time to Resolve (MTTR), Service Level Agreement (SLA).
Key achievements:
• Successfully delivered Christmas for iconic Irish FMCG brand
• Increased the efficiency of the Service Desk and on-site support teams by 50% through implementation of various automation measures and Problem Management.
• Increased the Customer Satisfaction (CSAT) response ratio from 2% to 18% in under four months by reducing the Mean Time to Resolve (MTTR).

IT Operations Hewlett-Packard, Galway (IE) 12/2014 to 03/2015
• Successfully transferred internal French support to the Ireland delivery centre.

IT Operations Manager Stefanini, Bucharest (RO) 09/2013 to 11/2014
• Planned and executed the end to end Project Management activities for the deployment of the Second Level Support across multiple delivery centres and languages supported.
• Managed the production, acceptance, implementation and review of Service Level Agreement (SLAs) for business applications and services, as well as the individual objectives, Key Performance Indicators (KPI).
• Directly managed eighteen technicians across six different account, covering multiple products and languages (English, French, German, Italian, Spanish, Russian).
• Worked alongside the Account Managers in the Continual Service Improvement initiatives by evaluating, implementing and optimizing short-term and long-term solutions leading to improved overall customer experience and reducing the cost of the service delivered.
• Provided Senior Management (EMEA Director and CEO) and relevant stakeholders with regular performance reporting, trends and driven improvements.
• Provided operational input to the Solution Design and Sales teams during the tender processes; participated as Subject Matter Expert for first and second line activities and processes during Bid Defence and Due Diligence workshops.
Key achievements:
• Implemented the project and established operational readiness for the managed teams in under six months.
• Directly contributed to securing two major accounts (over 10M€).
Knowledge Manager

Stefanini, Bucharest (RO) – client Firmenich (CH) 06/2012 to 08/2013
• Knowledge Management process owner.
• Developed and delivered training for new joiners.
• Setup knowledge usage reporting and assessed the impact on incident mitigation.
• Accompanied the Change Management and shift left activities.

Senior Service Desk Specialist Stefanini, Bucharest (RO) – client Firmenich (CH) 02/2012 to 07/2012
• Subject Matter Expert focusing on Service Restoration.
• Developed and implemented various tools increasing the Service Desk productivity by 15%.
• Reduced the impact of changes on the Service Desk activity through Proactive Problem Management.
Senior Service Desk Specialist
TRSB – client Euriware/AREVA group, Chambery (FR) 03/2011 to 06/2011
APX – client Volvo IT/Renault Trucks, Lyon (FR) 06/2010 to 02/2011
Oorium – client Decathlon/Oxylane Group, Lyon (FR) 08/2009 to 06/2010
• Minimise service downtime by maintaining the agreed Service Level Agreement.
• Provide support for office-based staff (nation-wide and international) and engineering / production teams.
• On-board and off-board services to and from third-party vendors.
• Deliver value to the business by reducing the disruption to the normal service and achieving the agreed SLAs.
• Training and coaching junior analysts and updating the knowledge base.
Information Management Consultant

Independent contractor, Lyon (FR) 03/2007 to 03/2009
• Information and communication systems management and audit; assisting the clients in the implementation of the technical solutions and audit of training requirements.
• Optimization and integration of the internal and external communication systems.

IT Trainer Pas à pas Formation, Villefranche sur Saone (FR) 01/2006 to 03/2009
• Developed customized courses following the individual needs and requirements.
• Delivery of long term classroom trainings (3-6 months) on MS Office Suite (beginner to advanced), Customer Relationship Management (CRM) tools, intranet and Internet tools.

PC Hardware Assembly and Testing Various companies, Bucharest (RO) 2002 to 2004
• Managing and improving the PC assembly flows, evaluating and implementing test procedures.
• PC hardware maintenance: PC, printers, network hardware, spare parts, integrated systems