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Photo de Fabrice, Chef de projet ARS REMEDY

Fabrice Chef de projet ARS REMEDY

CV n°151004B001
Compétences techniques
SAP
Études et formations CV plus récent en cours de mise à jour

Education
1989-1991 Lycée Robert Garnier (La Ferté-Bernard) – Baccalaureate B

Languages
Bilingual French-English

Trainings
Teleperformance
Krauthamer International

Expériences professionnelles CV plus récent en cours de mise à jour

2012-2015 Head of International Service Desk, NextiraOne (Saint-Denis, France)
Deputy of the Senior International Operations Director
In charge of multinational customers who chose a single point of contact within NextiraOne to handle their requests (projects, changes, incidents, end of life support), 24h/24 all-year round

Management of a team of 35 people spread over 3 locations (France, UK, and Poland), handling over 35,000 requests per year for thousands of users located in more than 120 countries

Working with local and outsourced teams worldwide to deliver seamless service, within contractual SLAs, on multiple technologies (WLAN, WAN, Fixed voice services, ToIP, workstations, etc.)

Creation of a CMDB, a repository of all technical information on the services supported by the ISD and the golden rules to be applied when communicating with customers, third-parties and other NextiraOne entities

Continuous support of the sales team who sell the ISD services internationally, including frequent presentations to prospects of the international team and the value-added services it provides
Creation and implementation of customized reports to assess the achievement of KPIs for customers, other internal entities and third-parties, with associated service improvement plans
Creation and implementation of transition processes when handing over from service delivery to service operations
Level 3 escalation point for customers, suppliers and partners

2005-2010 Senior Operations Manager on Data and Voice services, BT (La Défense, France)
Deputy of the Operations Director and Manager of 42 people
Responsible for maintaining operational conditions for international services sold by BT France (7000+ routers, associated telecom accesses, call centres, etc.)

Creation and recruitment of the French operations team (training, process development, quality control, reporting, interface with the sales and project teams)

Accountable for incidents affecting major accounts (Saint-Gobain, GDF Suez, Renault, Manpower, etc.)
Conception and implementation of disaster recovery plans, in partnership with the customer operational teams
Management of escalations from customers, suppliers and other BT entities in order to achieve the contractual commitments

Transverse BT EMEA coordination of the enhancement of operational processes to handle incident tickets more efficiently

2003-2005 Service Manager, BT (La Défense, France)
In charge of 5 major accounts (Hotels.com, Calyon, Geoservices, Flying Blue and Terreal)
Contact point for all issues related to customer satisfaction
Owner of the service improvement plan until the pre-defined objectives have been met
Coordination of the sales, project and support teams in order to draw up implementation and operational processes

1999-2003 Senior Customer Service Representative on Major Accounts, BT (Amsterdam, The Netherlands)
Proactive supervision (24h/24, 365d/year) of customer sites and equipment
In charge of near-real-time incident notification to the customer, diagnostics and action plan
In charge of incident follow-up, escalation, monitoring and closure of incidents whilst keeping the customer informed
Development of an Excel tool to automate the use of operational processes (validated and implemented by the BT Amsterdam management committee)

1997-1998 Training Manager, Ericsson (Nantes, France)
Training of 1200 distributors of GSM phones in the north-western region of France
Recruitment and installation of Ericsson information desks for end-users
Development of commercial relations with the GSM operators (SFR, Bouygues Telecom, Itinéris)
Organisation of promotional sales events

1994-1997 Branch Manager, Hutchison Telecom (Nantes, France)
Manager of a shop selling GSM phones and subscriptions
Responsible for sales increase and back office activities